I recently introduced a new pet mat that I was confident about and decided to use Amazon Vine to gather some genuine customer feedback. Unfortunately, even though Amazon claims that Vine reviewers are experienced customers, the first 2 Vine reviewers misjudged the product.

The pet mat is vacuum-packed, similar to how human pillows are packaged, and requires some time to fully regain its shape after being unpacked. However, these 2 customers used it immediately and noted that it was misshapen and wouldn’t stand properly. Despite not providing specific usage instructions, I was surprised that they expected the vacuum-sealed product to expand to its original shape quickly.

Is there a way to remove the reviews or communicate with these 2 Vine reviewers to inform them about the correct way to use the product? Additionally, is it possible for them to update their reviews after using the product correctly? Since these are the first 2 reviews, I am both surprised and disappointed with the outcome from Vine.