One customer gave a 1-star review on a WFS order with no explanation (though the customer contacted me asking for a refund). The package shows full tracking, and there’s even a picture taken by the courier showing the package in front of their door. The item was Fulfilled by Walmart.
Walmart claims they can’t remove the 1-star rating because there are no words attached to the review, just the 1-star rating. So even though it was Fulfilled by Walmart, even though the review is clearly related to the customer claiming they didn’t receive the item, and even though there is photographic evidence of delivery, Walmart still says the 1-star review stands. Can someone please make it make sense?
We also received another 1-star review for a different item that was also Fulfilled by Walmart. In this case, the customer gave a 1-star rating because the Walmart shipping box was torn open. Walmart insists that the 1-star review must be attached to the seller and can’t be removed.
Am I missing something? How can I get these absurd 1-star reviews removed from my rating?
Apparently, Walmart’s Seller Rating removal policy states the following:
“Walmart will not remove negative reviews based on customer concerns with customer service, delivery, returns, and exchanges. This includes logistics/shipping issues (item arrived damaged, package lost, etc.) and customer service-related concerns (unwanted product substitution, delivery pick-up time frames, etc.), as well as items that are fulfilled by Walmart as part of the WFS program.”
Is this correct? Walmart fulfills the order, the customer gives a 1-star review because the shipping box was torn open, and Walmart insists the 1-star review must be attached to the seller and can’t be removed? How can I get these unfair reviews removed from my rating?
Open a case and if you cannot remove, move on. It is not the end of the world.
Unfortunately, what you’re experiencing is consistent with Walmart Marketplace’s current Seller Rating and Review policy: Walmart does not remove 1-star reviews for issues related to shipping, fulfillment, or packaging, even for WFS (Walmart Fulfillment Services) orders. Their logic, however flawed, is that the seller is ultimately responsible for the entire customer experience, including fulfillment via WFS, even if the issues clearly stem from Walmart’s own operations.
This includes:
- Lost or stolen packages (even with proof of delivery)
- Damaged or torn shipping boxes
- Poor delivery experience
- No-comment 1-star reviews
Walmart’s system doesn’t allow removal of non-verbal 1-star ratings unless they violate a narrow set of policies (profanity, personally identifying info, irrelevant or discriminatory content). That’s why even if it’s clearly unfair, Walmart usually won’t remove these ratings, and there’s no real appeals process that results in removals unless a policy violation is present.
Your best approach is to:
- File a support ticket anyway, so there’s a record of the issue and to push for potential escalation if the same issue happens repeatedly.
- Ask the buyer (if they contacted you) if they would consider updating or removing their review; they can do it directly via their order history.
- Maintain excellent recent metrics, since Walmart places more weight on recent performance when calculating seller ratings.
- Document repeat WFS fulfillment issues and if consistent problems emerge, you may be able to request a WFS performance audit.
It’s deeply frustrating, but under current policy, sellers are held accountable for all post-purchase customer experiences, even those caused by Walmart’s fulfillment.