I work for a popular brand selling accessories on eBay and Amazon. One of my duties is replying to customer care inquiries. We are a small start-up, our team is

I work for a popular brand selling accessories on eBay and Amazon. One of my duties is replying to customer care inquiries. We are a small start-up, our team is small, therefore happens quite often to spend hours every day replying to customers having a number of problems (postage problem, usage problem, etc..). I do totally understand the seller, they have done everything they could to make the buyer happy. The buyer, instead of giving a chance to the seller to make things right just left a bad feedback. I guess anybody can see how unfair this is. Feedbacks and reviews are supposed to give a hint to potential buyers about the service or product they will get. The truth is that more than often they are a "weapon" for frustrated buyers to revenge and damange the seller, without being anyhow responsible for it. This is unfortunate becouse bad reviews and bad feedbacks damage sellers not only with their reputation but also kill sales. Having a bad review on Amazon means to simply not sell that very particular product, doesn't really matter if the bad experience was due to inexpertise of the buyer or from a delivery problem (all things that are completely out of the sellers control). When you are a young company, it's hyper-frustrating to be damaged and see your sales killed or importantly reduced by a customer that was unhappy because of something you couldn't control in any possible way. While in such a situation the company must anyway step-up and take action to mitigate the problem (and they did as they offered a refund) the buyer must be responsible for actually damaging their business. It requires experience to understand that sometimes customers are just trolls spoilt by life and to just let it go. If you have a great company providing excellent products and services you'll make it up with future orders :)