False Review and Inability to Address Customer Misunderstanding
Dear Amazon,
We are writing to bring attention to a false review left by a customer. The review claims they purchased a solar pool cover with an 8-year warranty from us under Order #113-9359353-9527467. However, we do not sell solar pool covers and have never carried them in our inventory. The actual order from this customer was for DryTec 24 Cal Hypo, Order #113-4712691-3889857.
Despite providing evidence that the review is entirely unrelated to our business, Amazon has not removed it. Adding to this, the current system does not allow us to contact the customer to address the issue, leaving us unable to clarify this misunderstanding directly.
This review is demonstrably false, misleading, and harmful to our brand reputation. Amazon’s inaction in cases like this not only undermines sellers but also misguides other customers who rely on accurate feedback.
We urge Amazon to review this case and remove the erroneous review promptly. Sellers must have fair protection against baseless claims that damage their reputation unjustly.
Even order Id and on the review Id doesnt match
False Review and Inability to Address Customer Misunderstanding
Dear Amazon,
We are writing to bring attention to a false review left by a customer. The review claims they purchased a solar pool cover with an 8-year warranty from us under Order #113-9359353-9527467. However, we do not sell solar pool covers and have never carried them in our inventory. The actual order from this customer was for DryTec 24 Cal Hypo, Order #113-4712691-3889857.
Despite providing evidence that the review is entirely unrelated to our business, Amazon has not removed it. Adding to this, the current system does not allow us to contact the customer to address the issue, leaving us unable to clarify this misunderstanding directly.
This review is demonstrably false, misleading, and harmful to our brand reputation. Amazon’s inaction in cases like this not only undermines sellers but also misguides other customers who rely on accurate feedback.
We urge Amazon to review this case and remove the erroneous review promptly. Sellers must have fair protection against baseless claims that damage their reputation unjustly.
Even order Id and on the review Id doesnt match
0 replies
Seller_7gLMPh7d2HtKE
UPDATE +++++++++++++++++++++++UPDATE +++++++++++++++++++++++UPDATE +++++++++++++++++++++++
Danny_Amazon
Hello @Seller_7gLMPh7d2HtKE- and thank you for posting about this situation. We appreciate your patience as we work to get all the threads we can, especially following the holiday season.
I wanted to let you know I have submitted a request to ask for additional review of this feedback comment, which does cite an incorrect order ID. While it may take several business days for my request to be reviewed, I'll be sure to follow up with you in this thread as I receive any updates.
In the meantime, I do want to call out the following section of this page on resolving or responding to buyer feedback, which does state: (emphasis is my own)
"When a buyer posts a seller review that is neutral/negative (i.e., 1-3 stars), we encourage you to contact the buyer to understand the nature of their feedback and determine if there are steps you can take to resolve any remaining concerns. Even after addressing their concerns, you may not ask a buyer to modify or delete their feedback. However, you can ask the buyer in a neutral manner for additional feedback through Buyer-Seller Messaging, if they wish to do so.
Remember that pressuring or incentivizing a buyer to leave positive feedback (i.e., 4-5 star reviews) or to remove a negative review is a violation of our policies."
Thank you,
Danny
