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I purchased the Barbie Mega Bloks as a gift.The Mega Bloks box was damaged upon arrival yet not in a way that damaged during delivery.

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I just received this email from a customer today.

I purchased the Barbie Mega Bloks as a gift and now I’m embarrassed to give it (although the party is tomorrow and I have no choice!!) The Mega Bloks box was damaged upon arrival yet not in a way that damaged during delivery. It was packaged with a torn box. Based how the box was packaged, this could not have happened during delivery. The plastic wrapping was thick and not the original wrap. I believe I was sent an itemthat had been previously returned. VERY disappointing. Shame on you as a seller!

Should I direct them to customer service or just email them back and say sorry. I hate to point the finger and try to explain it could have been damaged at the warehouse since she doesn’t how we have to comply when we send in shipments. The customer is not asking for a refund. This item was FBA. I did not remove any original wrapping but I bagged it with poly tubing so it would not get dusty in the warehouse. It was new in gift-giving condition or I would not have sent the item in. When I ship items in to Amazon, I use enough dunnage so nothing gets damaged.

Also, can the customer file an A-Z claim. She had not sent feed back as of yet. Should I open a case with seller support just to let them know it was shipped to FBA new condition and now the customer is saying the box was torn. I’m also thinking this exact item had been lost and then found (or did AZ just give me one of theirs to put back in my inventory). Any advice would be appreciated.

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Respond to the email. Tell the buyer their order was fulfilled by Amazon and that you are sorry they recieved an item that was damaged upon delivery. Direct them to Amazon CS. End of story. They will most likely leave a negative review which amazon will remove/take care of hopefully.

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Amazon assumes all responsibility for FBA shipments, including the removal of negative feedback if any.

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