Amazon breaks my product and now I'm left with a negative review
We received a 1 star review because our product arrived broken to the customer. The product itself is in liquid form inside a plastic spray bottle. We use FBA which means that Amazon takes care of the shipping of our products.
The review says:
ME LLEGO EL PRODUCTO ROTO Y DESOCUPADO EL FRASCO
El producto llego roto y totalmente desocupado
(Translated) THE PRODUCT ARRIVED BROKEN AND THE BOTTLE WAS UNUSED
The product arrived broken and completely unused
Firstly it's not our fault that the product arrived broken and secondly the review violates Amazon's Community guidelines. I quote:
"Customer Reviews and Questions and Answers should be about the product. Feedback about the seller, your shipment experience, or packaging can be shared at www.amazon.com/feedback or www.amazon.com/packaging. Comments about pricing, product availability or alternate ordering options are also not about the product and should not be shared in Customer Reviews or Questions and Answers."
We already reported the review several times but there is no result. Please someone from the support help us to remove the review.
Amazon breaks my product and now I'm left with a negative review
We received a 1 star review because our product arrived broken to the customer. The product itself is in liquid form inside a plastic spray bottle. We use FBA which means that Amazon takes care of the shipping of our products.
The review says:
ME LLEGO EL PRODUCTO ROTO Y DESOCUPADO EL FRASCO
El producto llego roto y totalmente desocupado
(Translated) THE PRODUCT ARRIVED BROKEN AND THE BOTTLE WAS UNUSED
The product arrived broken and completely unused
Firstly it's not our fault that the product arrived broken and secondly the review violates Amazon's Community guidelines. I quote:
"Customer Reviews and Questions and Answers should be about the product. Feedback about the seller, your shipment experience, or packaging can be shared at www.amazon.com/feedback or www.amazon.com/packaging. Comments about pricing, product availability or alternate ordering options are also not about the product and should not be shared in Customer Reviews or Questions and Answers."
We already reported the review several times but there is no result. Please someone from the support help us to remove the review.
25 replies
Seller_RlZVPg3d6ZUGP
Did you suitably pack it so it would pass the drop test?
Seller_2IlCUQwA9vrF9
We're not dropping the products to test them and they are not supposed to be thrown. Hypothetically if we had shipped the product to Amazon's warehouses in broken condition there would have been a lot of leakage and I don't believe the people from the warehouse would not have noticed it and shipped the product leaking.
Seller_RlZVPg3d6ZUGP
You are meant to do the drop test though and all the appropriate prep for liquids (unless they are FBA prepped by Amazon)
Seller_2IlCUQwA9vrF9
We are using FBA. We have a lot of damaged items from Amazon. Customers are asking for a replacement and the replacement arrives broken as well...Idk what to do. There is no way to ask them to pack the products better.
Seller_ZJhFeE3tNKzfh
And how protected is the product you send into amazon? Does it meet the prep guidance for liquids.
Seller_2IlCUQwA9vrF9
For liquids yes, but it seems that maybe we should use bubble wrap. The prep for liquids is only polybag. I don't think this is enough protection against breakage. Also as far as I understood the drop test is necessary when you bubble wrap the items. This is what Amazon says:
"Bubble wrap
Products that require bubble wrap must conform to the following:
Be tightly wrapped and taped shut so the product cannot fall out
Have a scannable barcode label on the outside
Be able to pass a 3-foot drop test on a hard surface without the contents breaking. A drop test consists of five drops:
Flat on base
Flap on top
Flat on longest side
Flat on shortest side
On a corner
Bubble wrap may be required because the item is one or more of the following:
Fragile and could be easily damaged during transit
Heavy or dense and could damage other items during transit"
Seller_2IlCUQwA9vrF9
My bad. I wasn't informed well. There is a way to ask Amazon to pack the items better, but of course, we have to pay for it. The other option we have is to pack better when sending to the FC. I'm still relatively new to selling on Amazon.
Seller_RlZVPg3d6ZUGP
Each sellable unit must be able to pass a drop test consisting of the following: Items will be dropped three successive times from a height of 125 cm onto a concrete surface, once on the top, once on the corner and once on either the side or the bottom. A single item must survive a single test (three drops). If the container does not leak, it passes the test. Damage to the container is acceptable.
and they must be double sealed
Seller_ZJhFeE3tNKzfh
But would the product pass an amazon drop test? Is there any protective outer packaging when you ship to amazon?
Seller_76AUwmqvSyRIM
You should and are required by Amazon to do so if you want your products to reach the customer in a good condition.
I suggest you read this article.
Seller_GNZnVcGNo6mDw
According to the guidlines they dont allow such review
Community Guidelines
What's not allowed
Seller, order and shipping feedback
We don’t allow reviews or questions and answers that focus on:
Sellers and the customer service they provide
Ordering issues and returns
Shipping and packaging
Product condition and damage
Shipping cost and speed
Why not? Community content is meant to help customers learn about the product itself, not someone’s individual experience ordering it. That said, we definitely want your feedback about sellers and packaging, just not in reviews or questions and answers.
We have the same on our product review which says
The delay is unacceptable for such a basic small item
Ange_Amazon
Hi @Seller_2IlCUQwA9vrF9,
Please feel free to give me the corresponding case number for the issue and I'll look into it.
Ange from Amazon
Seller_GK5kQEXpZI6fr
If it was FBA then surely you can just Request Removal?
