Sadly, Amazon removed the right to reply to product reviews for merchants. On numerous occasions we have felt our product reviews are unjust, bordering on libellous. There used to be an option to respond. This option to respond was removed by Amazon. Amazon advised me it was because it was not a popular tool. Frankly, I find that hard to believe. It has extinguished a seller’s opportunity to publish their point of view. It’s a terrible shame and I wish Amazon would reinstate the tool.

Interestingly, we once had a rather foul mouthed customer feedback focussing on one of our our FBA products We felt it was unjustified. In fact, we held the review of the contents the customer received to be false. We knew exactly what we sent (we weigh our products and have sound quality controls in place). The buyer falsely recounted what they received. We politely contacted them and offered a refund. They refused and said they had to use the product. They seemed happy enough. We asked Amazon to remove the damning feedback. This must have rattled the buyer. As a result, they wrote an extensive damning product review. Again, I know the review contained falsity. There was nothing we could do about it. We even asked Amazon to open any of our consignment at FBA as we knew our product contents were uniform. Amazon refused to help, refused to remove a product review that described our product as ‘crappy’ - a word that is vulgar slang and offensive to many. Reviews and Feedback can cause pain at times. I’ve become more and more unmoved by the odd scathing attack as we have confidence in our products. If the the consensus of opinion is largely positive merchants should take a deep breath, ignore the odd criticism if it isn’t valid and carry on.