Amazon Marketplace Seller

wary

Early December, I placed and order through the Amazon website with a Marketplace (third-party) seller, HM Direct in Walsall. At that point, they had mostly positive feedback. However, virtually all of the recent feedback reports a similar experience to my own which is:
> Item doesn’t arrive. Tracking info appears to be bogus.
> Seller says another has been sent which also fails to arrive
> Seller says refund has been issued but this also fails to materialise
> Seller ignores subsequent e-mails

Two weeks ago, I alerted Amazon CS to this, not with a view to resolving my own dispute (for which an A-Z claim had been filed & subsequently settled), but to alert them to this seller who is using their website to rip off their customers and string them along … and one week later I sent a follow-up e-mail to customerservicesdirector@amazon.co.uk.

The response on both occasions is that they’ve forwarded details to the relevant team for investigation, yet they’re still being allowed to “sell” (i.e. shaft customers) on the Amazon website.

Appreciate that Amazon may well receive scores of complaints about third party sellers, demanding that they be removed when the vast majority of customers actually report a positive experience. But this seller has already had circa 170 negatives in 2018 alone. They just need to look at the feedback to know there is a serious issue with this seller, and could at least suspend them in the first instance should they feel a detailed investigation is required.

agrinnall

But is that 170 out of 200 orders or 170 out of 2,000,000? Presumably Amazon know, and are factoring that into their investigation.

wary

agrinnall wrote: »

But is that 170 out of 200 orders or 170 out of 2,000,000? Presumably Amazon know, and are factoring that into their investigation.

As I said, "virtually all of the recent feedback reports a similar experience to my own". There has been only a very small number of positives in 2018 which I suspect may relate to pre-December purchases when they had good feedback.

Whether Amazon are actively investigating, I don't know.

agrinnall

wary wrote: »

As I said, "virtually all of the recent feedback reports a similar experience to my own". There has been only a very small number of positives in 2018 which I suspect may relate to pre-December purchases when they had good feedback.

Whether Amazon are actively investigating, I don't know.

Yes, but most people who leave feedback have had a bad experience, there may have been many more perfectly happy with their purchase who have not bothered to say anything at all.

BorisThomson

The feedback is atrocious.

https://www.amazon.co.uk/sp?_encoding=UTF8&asin=&isAmazonFulfilled=&isCBA=&marketplaceID=A1F83G8C2ARO7P&orderID=&seller=A171PWFQCXUA2K&tab=&vasStoreID=

I'd expect them to be removed at some point soon.

wary

agrinnall wrote: »

Yes, but most people who leave feedback have had a bad experience, there may have been many more perfectly happy with their purchase who have not bothered to say anything at all.

Maybe, except that virtually all Marketplace sellers that I've looked at have ratings of over 90% positive so this is highly atypical.

As for this particular seller, the number of customers leaving feedback this past 30 days is roughly the same as each of the previous 2 30-day periods, but the ratings has changed from mostly positive to mostly negative.