Feedback removal request denied for incorrect reason by eBay
We recently had a buyer, who without contacting us at all prior- leave a negative comment on our profile that is completely untrue, in an effort to do damage to our reputation.
They claimed that the product, which is manufactured by us right here in NY, USA- was cheaply made in china.
This is completely untrue.
We messaged the guy and showed him a picture of the raw materials in our shop so that they could see that we make them right here, but at this point, we're not expecting a reply- so we contacted eBay about it.
The guy we spoke to on the phone understood our issue, but minutes after he submitted the feedback removal request, it was denied, for a reason that had nothing to do with the issue at hand. It appears that it was hastily read by someone else, who did not have the pertinent facts at hand, and they just routinely denied it without taking the 30 seconds it would have required to understand the situation.
It is very hard to deal with the telephone support staff at times. I'm pretty sure that if we got to speak with someone for two minutes who was willing to listen, they would reconsider and remove it.
So- my question: how can we get hold of someone, preferably in Utah- who we can run over the facts with in an effort to appeal what was obviously a hasty decision made by either a bot or someone who just didn't care to review the facts?
We value our reputation greatly, and that big, red negative comment makes us look unscrupulous. There has to be a way to get someone to review it...
srs-webstore
OP4 months agoYes- it has been removed, and I can't be happier about it! A gentleman named Brian answered my plea on Instagram, and it has been deleted!
...I really thought we were stuck wearing that one for no good reason...
Thanks folks! 🙂
christworks
·4 months agoGlad it was removed, but I do want to chime in on something many sellers, including yourself, seem to misunderstand. Buyers are NOT required by eBay to contact you before leaving a negative feedback (or opening a return for that matter). You can even ask buyers to do that in the listing - it still doesn't matter. Buyers do not have to try to work things out and are free to jump to a red donut if they'd like.
vintage-camerastuff
·4 months agoYou did a good job of answering the negative feedback. Not sure if there is anything else you can do. Some buyers are just not very bright. Sorry you ran into one.
broto_64
·4 months agoI don't see any negative feedback on the account you posted with, granted you may be referring to another account.
mattva
·4 months agoSame here, I don't see any negative feedback.
18704d
·4 months agoI saw the negative feedback 30 minutes ago when I first read this thread.
Now it looks like it's been removed.
srs-webstore
OP4 months agoWe did exactly that, but in this economy, and with offshore sellers knocking off our entire product line with no recourse- our reputation and the factual provenance and origin of our genuine product matters a great deal...
kibble-net
·4 months agoBest thing you can do is reply calmly and factually to the feedback. I am not sure if ebay gets involved in determining the truth or falsity of buyer statements in feedback comments. Just keep it professional and move on.