A buyer purchased 6 glass mugs I am selling, all of which were shipped out via FBA. This customer pushed a seller feedback and a product review stating that the products supposedly came cracked, the purchaser added a video to the review itself of just one of the mugs that were supposedly cracked.

The product review I received was: "Damaged all cracked"

The seller feedback I received was: "They all came cracked"

Amazon quickly responded to the seller feedback side of this, stating: "This item was fulfilled by Amazon, and we take responsibility for this fulfillment experience."

I, as a result of this one star review, am no longer getting any sales anymore on my listing. This entire situation is a result of Amazon's negligence during fulfillment and as a result, I am the only one here suffering. This buyer, after looking at their past review history, is also doing this to other products, I am not the only seller suffering from this specific buyer. I added a screenshot displaying this when emailing Community Help at amazon. This makes me wonder if this buyer is maliciously doing this to sellers because Amazon's vague rules on what is allowed and not allowed in reviews is allowing this to happen.

I requested that this review be taken down, because this review has nothing to do with the product itself but has everything to do with Amazon's fulfillment and am I being punished here for something I didn't break.

I have talked to 6 customer service agents, the final agent being a manager, and conversed for over 1 hour regarding this issue and I was told I have two options, email community-help@amazon.com this situation and hope that I hear back at some point or see the review is taken down or report the review, which I have already done multiple times selecting "off topic, Not about the product" and nothing has happened.

This buyer DID NOT reach out to Amazon support, DID NOT reach out to me, the seller, to discuss either refunds or replacements, however this buyer quickly just went to reviewing a 1-star rating in the seller feedback and product review much like all the other products this buyer has done too, without ever having reached out to any of us.

If I, the seller, the business, or any seller/business for that matter, have to suffer in sales as a result of Amazon's negligence, why would any logical individual sell on Amazon if anyone can write any review, regardless of whether it is even about the product itself, give a 1 star and ruin the reputation of the product over a fault that isn't of the business, the fault is entirely with Amazon. It makes no sense that these kinds of reviews, which are not even about the product, somehow fall within the guidelines of what is an acceptable review.

I don't know what to do anymore because no matter who I try and who I contact, Amazon either just doesn't care or doesn't see any emails I send to Community Help. Community help does not even give me any form of acknowledgement or at the very least tell me how long should I theoretically have to wait for any form of action.

I further, while writing this post, decided to go back to the buyer's profile and all of a sudden, this buyer's profile is completely empty, no more 1 star reviews of a bunch of products and/or posts anymore, the account effectively being wiped clean (naturally the review still being up of course). I am wondering now if this buyer deleted their profile or if this buyer's profile was struck down by Amazon for the fact that this buyer is just throwing 1 star review at everything this individual sees.

Does anyone have any other suggestions for me to attempt as far as trying to get this taken down? My product literally only has 1 review, and my product just now has 1 star, 1 review. I don't know what other options I have left, other than naturally just shutting down operations selling on Amazon because this is such a stressful headache to deal with for something I did not cause.