Fraudulent customer harrasing, left negative feedback, help!
Hello,
RE: Order ID 702-2424399-5172209
($1,500 Item)
1. Customer requested return on an espresso machine stating: "Buyer Comment: This unit was supposed to be new. Looked to be new but once I ran the water cycle thru it. Coffee grinds were in the water. I think that's disgusting not knowing where it came from"
We contacted him apologizing, and provided him the user manual where it clearly states that the manufacturer tests each machine and there would be some coffee left over from the testing process and is still brand new and normal.
The customer immediately left negative feedback: Comments : "Product deemed new. Ran water through machine and had coffee grinds in water. Company says its normal from testing. I am highly against there response. Also I had to travel to another city to pick up my package that was supposed to be free shipping. Now they want me to return it and waste my time and gas again."
Then, said "Hi Arielle, I find this purchase so disappointing. I waited for it to arrive, the product came a day early from what it was supposed to come. So I had to drive to another city to pick up my package. Now I don't feel comfortable keeping it. And have to return it for my refund. I don't believe that it was just residual from factory. Il supply an image. Now I have to go to work to print off return label is I don't have a printer at home. Is it not easier to just allow me to toss it in garbage and you supply me a refund to my card I used to purchase. I'd appreciate it. Thanks"
Then went on to say: "I do not have the boxes to ship back as I broke them down, if u want to send a driver to come to my house to pick up the package and box it I'm good with that. Let me know how to proceed. Thanks"
"Please let me know how to proceed. I'd like my refund processed before weekend. Thank u"
"Also I will not be delivering the package to a place. Send a driver to my house if you want to initiate the return. If not send me a refund. I didn't sell a used product saying it's new. You did."
And kept getting worse and worse. This is a clear fraudulent customer that should be flagged.
I attempted to request to remove the feedback, but they refuse. Case ID 15361625691
Please assist to remove this feedback and to investigate this buyer. This is clearly not over with him and he will clearly attempt an A-to-z claim without return etc.
Thank you.
Fraudulent customer harrasing, left negative feedback, help!
Hello,
RE: Order ID 702-2424399-5172209
($1,500 Item)
1. Customer requested return on an espresso machine stating: "Buyer Comment: This unit was supposed to be new. Looked to be new but once I ran the water cycle thru it. Coffee grinds were in the water. I think that's disgusting not knowing where it came from"
We contacted him apologizing, and provided him the user manual where it clearly states that the manufacturer tests each machine and there would be some coffee left over from the testing process and is still brand new and normal.
The customer immediately left negative feedback: Comments : "Product deemed new. Ran water through machine and had coffee grinds in water. Company says its normal from testing. I am highly against there response. Also I had to travel to another city to pick up my package that was supposed to be free shipping. Now they want me to return it and waste my time and gas again."
Then, said "Hi Arielle, I find this purchase so disappointing. I waited for it to arrive, the product came a day early from what it was supposed to come. So I had to drive to another city to pick up my package. Now I don't feel comfortable keeping it. And have to return it for my refund. I don't believe that it was just residual from factory. Il supply an image. Now I have to go to work to print off return label is I don't have a printer at home. Is it not easier to just allow me to toss it in garbage and you supply me a refund to my card I used to purchase. I'd appreciate it. Thanks"
Then went on to say: "I do not have the boxes to ship back as I broke them down, if u want to send a driver to come to my house to pick up the package and box it I'm good with that. Let me know how to proceed. Thanks"
"Please let me know how to proceed. I'd like my refund processed before weekend. Thank u"
"Also I will not be delivering the package to a place. Send a driver to my house if you want to initiate the return. If not send me a refund. I didn't sell a used product saying it's new. You did."
And kept getting worse and worse. This is a clear fraudulent customer that should be flagged.
I attempted to request to remove the feedback, but they refuse. Case ID 15361625691
Please assist to remove this feedback and to investigate this buyer. This is clearly not over with him and he will clearly attempt an A-to-z claim without return etc.
Thank you.
11 replies
Lucre_Amzn
Hello @Seller_1idNlTUpfKbZW
Thank you very much for reaching out in Amazon forums, this is Lucre, and I'll be glad to assist.
I understand you would like to have the recent feedback on order ID 702-2424399-5172209 removed as the buyer seems to be fraudulent based on their feedback.
I understand this is frustrating and impacting your business, however this feedback is not eligible for removal based on our policies.
We can only remove feedback if it falls in the below categories:
- The feedback includes words commonly understood to be obscene or profane.
- The feedback includes seller-specific, personally identifiable information, including email addresses, full names, or telephone numbers.
- The entire feedback comment is a product review. For example, “The Acme Super-Widget lacks the sharpness and speed of the Acme Ultra Widget.”
However, if you're suspicious that this buyer is fraudulent and purposefully damage your brand or reputation, go ahead and file a violation report following the hyperlink.
We may not disclose the outcome of the investigation due to confidentiality reasons, but will review and see if actions can be taken upon this buyer.
Please review our feedback removal policy:
Can Amazon remove buyer feedback?
If you need additional assistance, please let me know.
Regards,
Lucre_Amazon
Seller_1idNlTUpfKbZW
Nope :(
I must enter 20 characters to reply.
Seller_hnigkk2eB3plH
How about Amazon start looking out for sellers more? It seems like you guys care ZERO
Seller_VXA2aspMqpZ4o
Lucre:
Your copy & paste reply to this seller is very disappointing and just another example of how Amazon clearly has no interest in protecting it's seller's from fraudulent buyers.
This seller has provided all the proof needed to...
a) Remove the feedback regardless of whether or not it falls within your "guidelines" (most businesses realize that there exceptions to every rule)
b) Deny any A-Z claim unless product is returned. Our experience is that the seller here is right. This buyer will open an A-Z & I'd put money on the fact that Amazon will grant this claim without return. I base this on the fact that we have had similar situations like this (unfair A-Z's granted and appeals lost.)
To the seller... a lot of us out here "feel your pain" Good Luck!
Seller_1idNlTUpfKbZW
Thank you for empathizing and voicing your opinion which I completely agree with, and is right on. There are exceptions to extreme cases that go outside the simple template, for example, Amazon's 30 day return window which FBA regularly goes beyond as "case by case basis".
Not only this feedback should be removed, as you said, he filed a claim, under a completely different reason of course.
@Christine_Amazon Can you please also have a look at this thread?
Lucre_Amzn
Hello @Seller_1idNlTUpfKbZW
Thank you for this additional information. You're right to say that this feedback is actually considered a product review, as all coffee machines from this brand will have the same coffee grinds at first use.
I apologize for not having picked up on this on your first message, but I went ahead and submitted this for removal on this second review.
This feedback was removed from your account as it's considered a product review.
I'm glad I was able to help. Have a happy week ahead!
Regards,
Lucre_Amazon
Seller_qavlEu8atJiyy
The fact this customer told you to have someone come and go through there boxes and pick up there return is insane. Like ok KAREN... because any other store in the world is going to do that for you...
