customer saying wrong colour send and left a negetive feeback
I received a negative feedback on a football cake topper, with the customer claiming I sent the wrong colour. However, the customer selected red when placing the order, and I’ve confirmed that we did indeed send a red topper as requested.
The topper includes a team name, and the customer had entered "Derby County." They are now saying the topper should have been black, as that is the team’s official colour. However, there was no mention of this in the order notes—only the team name and a red colour selection.
I feel this isn’t my fault, as I strictly followed the customer’s instructions. Do you have any suggestions on how best to handle this or what action I should take regarding the feedback?
customer saying wrong colour send and left a negetive feeback
I received a negative feedback on a football cake topper, with the customer claiming I sent the wrong colour. However, the customer selected red when placing the order, and I’ve confirmed that we did indeed send a red topper as requested.
The topper includes a team name, and the customer had entered "Derby County." They are now saying the topper should have been black, as that is the team’s official colour. However, there was no mention of this in the order notes—only the team name and a red colour selection.
I feel this isn’t my fault, as I strictly followed the customer’s instructions. Do you have any suggestions on how best to handle this or what action I should take regarding the feedback?
12 replies
Seller_ZJhFeE3tNKzfh
To be honest - all you can really do is a leave a polite factual response.
You could request feedback removal (the only official means to do so is via the Feedback Manager) but if it doesn't fit amazons remit for removal - it won't be removed.
Seller_hR3Ip6co3B4T7
post.contact customer directly and speak to them explain it and tell them to pop on to their amazon account and remove feedback as long as they happy to do so. But dont provide any monetary funds as sometimes customers do this to gain money etc
Seller_8rbo7OO1nNrdt
You cant do anything, amazon buyers seem to be a different level of thick to normal people and they have no care for you or your business.
We sell pet stuff, had a negative comment claiming the parts for their gas boiler did not fit properly when purchased. We asked them to remove and they ignored us, we asked amazon to remove and they refused.
Seller_iUcF35YSDwxDs
I have a negative feedback on my account just saying "I told you to cancel my prime membership". Amazon won't remove it and a message to the customer went nowhere
Seller_0BTOhR5xfjfUq
The only thing is to leave a polite feedback response, maybe turn it into a positive saying that you're always happy to follow instructions for wording and colours, and that red was selected. Try not to go down the route of sarcasm or negativity as you want customers to know you're doing your best and aware this was not your fault.
We had a negative feedback saying we'd sent the wrong flavour soda...we don't sell soda. But of course Amazon refused to remove the feedback and the customer chose to ignore a polite request to remove it.
All we could do was show customers that this had nothing to do with our business.
Seller_76AUwmqvSyRIM
This is a classic example of (nearly) everything that is bad about Amazon.
Seller_KsrmyPflXcOe0
Apologies for that — we’ll replace it in the meantime
Seller_ae51e0CJoHqCX
Nothing you can do and the problem is that Amazon are now dishing out refunds left right and centre for such orders with zero comeback.
The other issue is that as customers are now cottoning on to how easy it is to manipulate the sellers into giving something for nothing and using feedbacks as a stick to beat the seller up with.
Creates and leaves bad faith with Amazon, the seller and also the true honest customers that really matter to make this system work.
Sadly AI will be the answer to all of this and all human element will be taken away. Amazon will wake up one day and find themselves on the slippery slope before other platforms will realise the true value and worth of decent dedicated sellers and will plug this hideous gap that Amazon themseleves are creating.
Seller_Fwp1PtYneRh1P
Amazon's feedback policy is totally illogical.
If the customers know the rules, they can leave a ridiculous feedback at will, and you can never delete it. But it can easily affect your store performance.
Amazon's staff is also very negative and the implementation standards are vague. They are just like those ridiculous buyers and don't care about the impact on sellers.
When I asked Amazon to delete a negative review, Amazon's staff first told me that it didn't meet the conditions and couldn't be deleted. I explained again, and Amazon staff began to reply to me with AI automatic emails. After half a day, a different person came to tell me that the feedback had been deleted.
A few years ago, I also experienced that when I asked to delete the feedback and I responded 2-3 times in the case. Amazon staff closed the case and prohibited me from opening a case about the feedback again.
If it was my fault that led to the negative feedback, I won't complain.
But some ridiculous feedback, lowering the store rating, and you can't do anything about it. That's too awful.
