Hi,

I hope you are doing well.

I think we can all agree that reviews are an important part of a buying experience. However, when a review is misleading, it has an negative impact to everyone (customer, seller and Amazon).

Here's the situation I'm facing.

1. A customer ordered a product and placed a 1 star review (even if he says the product is great...) because he thinks there's a problem with the material of a part of a product (the legs of a table). In reality, the customer confuses the material with another one in his review, which is misleading for other potential customers.

2. However, the material of the legs is mentioned many times in the description of the product and in the A+ Content. We have another model with the desired material by the customer, but the customer chose the wrong one.

3. Unfortunately, the customer did not contact us first regarding this situation (we would have been more than happy to explain the situation and make sure that the customer is happy). We can't even retrace the order because the name used to write the review doesn't match with any of our orders.

4. The customer says he will give a higher rating if we send him new legs. Even if we would like to, we don't know who that customer is.

5. We can't either reply to the product review to rectify the situation.

6. Amazon doesn't want to let us know who is the customer, for privacy reasons.

7. Amazon doesn't want to remove the review, even if the review is misleading (potential customers could think that the material mentioned in the review is the one used for the specific part) and goes against the Amazon Policies.

It feels that nobody wins in that situation. Customer is unhappy, potential customers may be misleaded, listing is negatively impacted and seller (and Amazon) is losing sales, without any possibility to give great customer service and solve the issue.

Is there any solution? Is there a human at Amazon that can understand this issue?

For Amazon, the Case ID is 14977979181.