Top tips for dealing with negative Amazon Reviews
The customer is always right – except when they’re not. At some point you’re bound to end up dealing with problems; and those can lead to bad reviews, whether through a genuine problem or a difficult to please customer.
Probably the best way to deal with a problem is to contact the customer directly. A common experience in customer service is that customers with the biggest issues can end up being your greatest advocate. Once you’ve sorted the problem out, you can ask them to reconsider their review.
Unfortunately, some customers use a pseudonym for their Amazon account which doesn’t easily tie back to an order – or, in the case of product reviews, they have purchased elsewhere. In this case, the direct approach won’t be possible.
Your second line of defence is to ask Amazon to remove the negative review. This is a pretty straightforward process, if the review in question doesn’t meet Amazon’s guidelines. Amazon won’t remove a review simply because it’s unfair, but if, for example, a customer has given you a negative rating as a seller because of a failing of the product, you can ask to have that removed. Dishonest reviews, one-worders or spiteful reviews will be removed. To report them, just visit the review and click ‘report abuse’, then fill in the pop-up form.
Lastly, you have the option to leave a comment on the review and respond to the issues raised there in a more public way. The downside of this is that it won’t change the review; your one star rating will still be there dragging down your average, but, customers sometimes seek out negative reviews to identify a product’s weaknesses. If they do read it, at least they will see your attempt to deal with the perceived problem. You could use this facility to ask a customer to contact you directly (trying the first approach) or to publicly explain how this issue has been resolved.
Whichever approach you take, don’t leave your negative reviews without some kind of action. Let your customers know that whether their experience is good or bad, their thoughts are important to you.