Has anybody had amazon delivery drivers damage products by throwing fragile packages, resulting in bad reviews?
We have a new product which we are working to build up.
We recently received 2 bad reviews stating that the jars arrived broken. Upon bringing this to Amazon's attention via opening a case (as was suggested by Amazon support chat), we are given irrelevant answers. They keep sending us images of the product at the FBA warehouse, stating that the defect was not found. Our concern is not with the stock at FBA, our concern is with the delivered packages which were tossed and manhandled by Amazon delivery drivers.
The person in the Amazon support chat said since it is an FBA item, we are eligible for reimbursement and the reviews would be removed upon opening a case. We have opened the case, and the responses are absolutely useless.
We are not concerned with reimbursement, we need the reviews removed that were caused by bad delivery behaviors.
Although our jars were fully wrapped in bubble wrap, to begin with, we have now ordered heftier packaging to make the jars indestructible despite negligence from the drivers. The FBA shipment was marked as fragile, and we followed the packaging instructions suggested by Amazon, but it seems the fragile status was not made known to the drivers.
We would appreciate it if an Amazon employee could direct us through the forum to resolve this issue, or if someone who has gone through this could let us know of any useful information.
Has anybody had amazon delivery drivers damage products by throwing fragile packages, resulting in bad reviews?
We have a new product which we are working to build up.
We recently received 2 bad reviews stating that the jars arrived broken. Upon bringing this to Amazon's attention via opening a case (as was suggested by Amazon support chat), we are given irrelevant answers. They keep sending us images of the product at the FBA warehouse, stating that the defect was not found. Our concern is not with the stock at FBA, our concern is with the delivered packages which were tossed and manhandled by Amazon delivery drivers.
The person in the Amazon support chat said since it is an FBA item, we are eligible for reimbursement and the reviews would be removed upon opening a case. We have opened the case, and the responses are absolutely useless.
We are not concerned with reimbursement, we need the reviews removed that were caused by bad delivery behaviors.
Although our jars were fully wrapped in bubble wrap, to begin with, we have now ordered heftier packaging to make the jars indestructible despite negligence from the drivers. The FBA shipment was marked as fragile, and we followed the packaging instructions suggested by Amazon, but it seems the fragile status was not made known to the drivers.
We would appreciate it if an Amazon employee could direct us through the forum to resolve this issue, or if someone who has gone through this could let us know of any useful information.
7 replies
Seller_7LrAV0m5llaI7
As per seller university, you need to package your items to survive a 3 foot drop onto a hard concrete surface, 3 times on 3 different size.
The prep is on the seller when the items get sent into FBA.
Seller_y7W9ccUlauftE
Is this feedback or is this a product review?
Feedback is struck off if the problem is FBA delivery related -- which sounds like what your chat person was talking about. Product reviews are a different matter.
Seller_srmyWsf5s92lv
Yeah we started getting much of those, But then we saw a TIC TOK video saying this is the new way to get free stuff. One client even went as far as blaming the driver from amazon stating he smashed it on her door she ran after him after she opened the package and he waited a whole 10 min for her to take the product and say my supervisor said you will be getting a new one. They wait 3 days (After it shows as delivered) to say no he took it but it still states delivered.
Seller_5J0hWiIYKPv1Q
I can tell you from experience that having something delivered to my door they throw the darn packages at the door and do not ring the doorbell but no need to when you hear a loud thud!!
Seller_5wa3H6oQIsRfp
shipping glass and/or selling glass items on fba is not a good idea. 1000 asins later, we have started removing our glass asins from our portfolio
Seller_q0qYNKkqnrnxz
Going through the same thing with a glass product right now. I can get 1000 units delivered to me from my manufacturer with <1% breakage, I've sent them to 5 different FBA facilities in 5 different shipments with 0% breakage, we pack with ample bubble wrap and passed the drop test, but Amazon delivery drivers somehow break 44% of all orders because they're shipping it in a baggie instead of a box ... and then they throw it down at the customer's doorstep.
The response from support is that it basically must be my fault and if I'm not happy with the breakage rate, I should initiate a return request and repackage all my items.
I've gone ahead and ordered carton boxes to ensure they can't break any of my future shipments, but the irony is that when I order a chocolate bar, or chapstick, or toothpaste, those items come in a huge box, not a baggie, so why would they package an item marked "fragile - Glass - do not bend or stack - handle with care" and put it in a pouch?
Their prerogative, I guess ... and if I need to spend an extra buck a unit to avoid this, I'm happy to do it, it's just frustrating that it almost seem like they're going out of their way to break stuff - my product is only breakable if thrown or crushed!
Fortunately they're not putting most of the reviews up, but two negative reviews were labeled as 'not as advertized' even though the written complaint was about being broken on delivery, and they won't remove those reviews...
I was really hoping someone would know how to get FBA to put product in boxes instead of pouches, but I guess I ended up venting instead, lol
Daryl_Amazon
Hello @Seller_9K2eZzivi2OH6,
Daryl here from Forums jumping in here to offer visibility and assistance, when analyzing if it's Amazon's fault, there are plenty of procedures we can endure to provide you a better selling experience.
As a general rule, Amazon does not remove buyer feedback even if it is unwarranted or the issue has been resolved.
However, there are some situations when Amazon will remove or strike-through buyer feedback. In such situations, if your request is granted, the impact of the feedback will be removed from your feedback rating and Order Defect Rate (ODR). Following are the scenarios when Amazon will either remove or strike-through feedback:
Removal of feedback
Amazon will remove feedback only in the following cases:
1- The feedback includes words commonly understood to be obscene or profane.
2- The feedback includes seller-specific, personally identifiable information, including email addresses, full names, or telephone numbers.
3- 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 the comment contains both a product review and feedback about your service, we will not remove the feedback. For example, “Seller’s shipping service was very slow, and the Acme Super-Widget lacks the sharpness and speed of the Acme Ultra Widget.”
Striking of feedback
Amazon might strike-through feedback in the following cases:
1- The order was fulfilled by Amazon: The entire comment relates explicitly to delivery experience for an order fulfilled by Amazon (FBA). In addition to the strike-through, the following statement will appear: This item was fulfilled by Amazon, and we take responsibility for this fulfillment experience.
2- The order was shipped using the Buy Shipping service: The entire comment is related to a delayed or undelivered order, which you shipped on time by using Buy Shipping services. In addition to the strike-through, this statement will appear, "The fulfillment issues associated with this order were not due to the seller".
If the feedback you have received meets the above criteria, you can request for removal using Feedback Manager. The steps to request for removal of feedback are outlined in Request removal of feedback. You can address buyers’ issues by replying to their feedback, using Feedback Manager. For further guidance on replying to their feedback, refer to Post a public reply.
If any of you encounter any situation similar to the points mentioned above with our FBA teams or Buy Shipping Services, "@" me and I will be sure to look into it.
Happy Holidays!
Daryl
