Dear Amazon Moderation Team,

We recently experienced an issue with the Automated Feedback Removal Manager regarding a piece of feedback left by a customer. The feedback in question reads:

“It is not grass as described its so flat doesn't like like anything in the picture”

The customer purchased our Preston artificial grass, which is a 6mm thick product. The listing accurately describes the item and includes clear images that reflect the actual product. We also offer free samples to help customers assess the product before making a purchase.

We submitted a removal request under Case ID 10988705142, but it was rejected despite the fact that the comment appears to be a product review, rather than feedback about the buying experience or customer service. As such, it falls outside of Amazon’s guidelines for seller feedback.

A 6mm artificial grass is, by design, a thinner and flatter option, which is clearly stated in the description. At a price point of £5 per square metre, it is positioned as a budget-friendly solution. We also offer thicker, premium options for customers seeking a more plush appearance.

Unfortunately, the case was closed and I’m unable to reopen it. I kindly request that a moderator manually review this feedback, as automated systems can sometimes misclassify these types of cases. We’d greatly appreciate your help in ensuring the feedback process remains fair and accurate.

Thank you in advance for your time and understanding.

Best regards, Jon

@Ezra_Amazon @Julia_Amazon @Sakura_Amazon_ @Sarah_Amzn @JiAlex_Amazon

@Simon_Amazon @Spencer_Amazon @Winston_Amazon