First of all I never cry wolf over bad reviews. I've been selling on Amazon since 2017 and know all products receive bad reviews for whatever reason

Recently we spent a lot of time, money, etc on improving our listing/PPC for a certain product. We recently improved sales so much we became #1 in this product category

All of a sudden I receive a review from a new Amazon buyer account where our product has clearly been lit on fire and wet. Please note our product is also not electronic. It is made of stainless steel.

Our product is packaged in clear plastic. The plastic along with the product has clearly been set on fire and then wet. The "customer" wrote a 1 star review with pictures and said their skin burned when trying to clean it of a "substance." The package isn't even open. The picture clearly was an attempt to make the product as displeasing as possible

The customer has not requested a refund even after we politely offered a full refund. They have not processed a refund or return with Amazon directly

This product is FBA and if this wasn't abuse that means someone at Amazon took a literal charred and wet item with even possibly the barcode burnt and pick/packed and shipped it to a customer. Impossible

I'm writing on seller forms because of course every department on Amazon has been 100% worthless and has either sent us a worthless auto message or refuses to address this review

I have literally contacted every single department possible countless times / reported abuse / etc

I need a mod that will help me escalate this

@Seller_l7Jtck9jxnEA0

@Seller_l3eCP9f1PtJXC

@Seller_ovM5p622oIbGp

@Seller_l7Jtck9jxnEA0

@Seller_F4AbbFj6ovBk3

@Seller_8hQgfj6OVZYse

@Seller_nS0jcFQNDLG3e

Hellooooo?? Our product was clearly lit on fire and wet by a competitor to hurt our sales and we are receiving zero support from any department and we are being completely ignored by the mods. Please escalate. I'll find new ways to escalate with Seattle if necessary

How do we resolve next:

A "customer" left a 1-star review on our product, which is not only fake but a clear advertisement of a competitor Brand, agitating to buy that Brand.

Amazon Community Guidelines say a Buyer should contact the Seller to resolve an issue. Instead, this actor posts a 1-star review with the advertisement of a competitor Brand. We spend thousands on Amazon Ads, and now one of our listings contains a competitor Ad + fake review.

How do we get that fake review deleted? We are not excited about spending $$$ on advertising other Brands.

We tried the report review button - no result.

We opened two cases: ID 15715274181 ID 15715049911 - no result

We emailed to 'community-help@amazon.com' - no response.

Any help or advice is appreciated.

@Seller_l3eCP9f1PtJXC @Seller_nS0jcFQNDLG3e @Seller_1KYLYkgAlu4xX @Seller_zukQNO61PzGck