Hello, we are a new seller on Amazon and within our first three months of launching just received our first 1 star review on our flagship product.

The buyer showed that they received a very clearly used item that was supposed to be shipped new from FBA and was rightfully so very upset and disgusted. From the description, it looks like FBA evaluated a previous return as fulfillable. From the photos, it is clear that parts are missing and adhesives were already used (gross indeed).

We now learned our lesson that FBA evaluation is probably a poor idea as we cannot trust others to upkeep the image of our brand and reputation. We are hoping there is a way to resolve with Amazon so the review is taken down - if that is even a possibility.

We’re looking for help in how to best contact Amazon to address this issue and explore solutions. Any guidance on this matter would be appreciated.