We go above and beyond to provide customers with excellent service - 100% OTS, 0% Defect, many 5-star reviews, etc - so you can imagine our shock and frustration when we got hit by a 1-star rating from a customer upset that we had not shipped their order correctly.

Turns out, we absolutely shipped the order correctly...we ship large mattresses, and each ships in its own box. Customer ordered 2, and both units shipped a day early, both at the same time on the same UPS truck, and both were confirmed with valid tracking numbers, etc. For some reason, UPS delivered 1 box a day before the other (both were delivered on time). However, when the customer received only 1 item the first day, they called Amazon Customer Service, and that's when things went horribly wrong.

Amazon Customer Service flat out gave the customer incorrect and false information. The CS rep told the customer we had claimed to ship both items in 1 box, that we had been intentionally deceptive, leading to the customer angrily submitting a 1-star rating.

The second box was delivered the following day, and we even gave the customer a 10% refund for their inconvenience, but that 1-star rating still sits there, all because the Amazon CS rep didn't know how to look up basic info like a tracking number, and provided the customer with false info and disparaged our brand.

Anyone have ideas on how to address this issue with Amazon CS? It's so unfair to sellers that we go above and beyond to take care of customers, and Amazon will suspend us at the drop of a hat for minor mistakes, while their own team is essentially incompetent and never held accountable.