The buyer is explaining his disappointment about receiving damaged items and not being resolved satisfactorily. They do not mention anything about cases or refunds so it doesn't break feedback rules and I doubt eBay will remove it. You could contact them and ask, no harm asking, especially if the matter was resolved in the end, was it ?
If the buyers refuses to change it when you sent a feedback revision , there's nothing else you can do, perhaps leave a follow up, but be factual and polite as potential buyers may read it, and it will show what kind of seller you are when coping with a selling issue.
The neutral is too old to change.
@autoparts-1988
