Complaints

This profile includes complaints for Amazon.com's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Amazon.com

  202 Westlake Ave N Ste 2 Seattle, WA 98109-5264

  
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  Amazon.com

  P.O. Box 0823-03411 Atlanta, GA 30310

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  Amazon.com

  PO Box 81226 Seattle, WA 98108-1300

  
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  Amazon.com

  PO Box 81226 Seattle, WA 98108-1300

  
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  Amazon

  4400 12th Street Ext West Columbia, SC 29172-3300

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:11/28/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Dear Better Business Bureau,My name is ******* *****, and I own ********. I am reaching out to formally lodge a complaint against Amazon regarding the unjustified suspension of my seller account on September 27, 2024. Despite my efforts to provide all requested documentation with Amazon's policies, my account remains suspended without clear resolution, significantly impacting my business and livelihood.On September 27, I received an email from Amazon stating that my account had been deactivated due to Amazon policies. No specific details were provided, leaving me to decipher what went wrong. I promptly contacted Seller Support to request clarification. Over the following weeks, I submitted all the required documents, including invoices, purchase records, and proof of my business's compliance with Amazon's policies.Despite these efforts, my appeals were either rejected or ignored, with Amazon citing vague reasons such as "insufficient" information." On October 3, I provided additional documentation, including a comprehensive letter explaining my business operations and a detailed inventory breakdown. On October 15, I escalated my case through the Amazon support team and was assured that my case would be reviewed. However, I never received any meaningful updates or a path forward.This suspension has caused severe financial harm, tarnished my professional reputation, and disrupted my ability to serve customers. My business has always prioritized transparency and compliance with Amazon's policies. I consider Amazon's lack of communication and accountability unacceptable.I request that Amazon immediately reinstate my account "ivik" or provide a detailed explanation for the continued suspension. I am open to working with Amazon to resolve this matter amicably, but the current lack of resolution is untenable.Thank you for your time and assistance in addressing this matter.Sincerely,*****************************************

  Business Response

  Date: 12/15/2024

  Hello,

  We have reviewed this Sellers account and require more information to complete our review. We have requested the necessary information from the seller via email on 16th December.  

  Thanks,
  Amazon.com Seller Performance

   

  Customer Answer

  Date: 12/16/2024

   
  Complaint: 22615528
  
  Dear Better Business Bureau,
  Thank you for your response regarding my complaint. I appreciate the efforts of both BBB and Amazon in addressing this matter. However, I am writing again to highlight an ongoing issue that requires Amazons immediate and precise response.
  On December 16, 2024, Amazon emailed me that they had reviewed my case and requested additional information. Despite my compliance in submitting all requested invoices and documentation multiple times, including invoices proving the authenticity and sourcing of my products, I received a generic response stating that my submission needed more specific guidance on what remains outstanding or unacceptable.
  Amazons latest response lacks clarity and transparency. It does not provide details on their concerns about my account or the information they need to resolve this matter. Furthermore, their instructions directed me to review prior communications for guidance, which I have diligently done without gaining any actionable insights.
  As a small business owner, the prolonged deactivation of my account is having devastating financial repercussions. I have continuously operated my business with integrity and a commitment to compliance. I am now in a situation where I cannot move forward because Amazon has failed to provide specific, actionable feedback on how to remedy the problem.
  I kindly request BBBs assistance in asking Amazon to provide a clear and detailed explanation of:
  The specific concerns they have regarding my account.
  The exact information or documentation they require to resolve these concerns.
  I am more than willing to cooperate with Amazon to resolve this issue promptly. However, I can only address their concerns with explicit guidance. Transparency and clear communication are critical to resolving.
  Thank you for your time and support in facilitating a fair outcome.
  Sincerely,
  ******* *****
  Owner, ********
   

  Business Response

  Date: 12/27/2024

  Hello from Amazon.com,
  
  Please note that, this email is not the correct channel to submit an appeal to reactivate Amazon Selling account. Account reactivation requests sent to this address will not be reviewed. Please re-direct Selling Partner to submit their appeal by following the instructions on the Account Health page in Seller Central (***************************************************************************).
  
  The Account Health page shows how well your account is performing against the performance metrics and policies required to sell on Amazon and helps us direct your appeal to the team that can best assist you.
  
  To appeal a listing deactivation, please click on the "Next Steps" link next to the listing on your Account Health page.
  
  To appeal an account deactivation, please follow the instructions in the banner on the top of your Account Health page.
  
  You should expect a reply within 3 days after your appeal is submitted.

• Initial Complaint

  Date:11/27/2024

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Greetings!Amazon requested the verification for ASIN B09S9LM8WD for the period from September 26, 2023, to September 26, 2024. During this period, only 1 unit of goods was sold, so I have only one invoice since I ordered the goods once.The issue is that Amazon does not accept my documents without justifying its position. I have all the evidence of the purchase of my goods from an official supplier, screenshots of correspondence from the mail, a bank statement reflecting the transfer of payment to the supplier, and a delivery confirmation.If Amazon needs additional evidence, please provide me with a list of documents. I provided screenshots of correspondence with the supplier, where he sent details for payment and order confirmation. I would like to point out that this is not an invoice.I kindly ask you to verify the supply chain documents and reactivate my selling ************ regards!

  Business Response

  Date: 12/03/2024

  Hello from Amazon.com,

  This email is not the correct channel to submit an appeal to reactivate your account. Account reactivation requests sent to this address will not be reviewed.
  The Account Health page shows how well your account is performing against the performance metrics and policies required to sell on Amazon and helps us direct your appeal to the team that can best assist you.
  To appeal a listing deactivation, please click on the "Next Steps" link next to the listing on your Account Health page.
  To appeal an account deactivation, please follow the instructions in the banner on the top of your Account Health page. You should expect a reply within 3 days after your appeal is submitted.

  Customer Answer

  Date: 12/09/2024

   
  Complaint: 22613538
  
  I am rejecting this response because: The fact is that Amazon has sent me invoice requirements that are fully consistent with my additional document. To prove this, please find attached the attachment titled Invoice. Screenshots of correspondence with the supplier's sales manager prove my order with them.
  

  Please note that the screenshots of the emails from the supplier do not contain an invoice but payment details. The supplier later sent me an invoice after I paid. Therefore, the file in the screenshots and the "Invoice" file I provided are slightly different objects. However, I will also attach the "Payment details" file so that you can verify that it is not an invoice.
  

  All available documents prove the fact that the goods were purchased from the official manufacturer. I have already provided the following documents to demonstrate the supply chain:
  - Invoice (proving the purchase of the goods)
  - Delivery note from the supplier to the preparation center (confirmation of delivery of the goods)
  - Pruff of Delivery from the preparation center to the Amazon warehouse (confirmation of delivery of goods)
  - Correspondence with the supplier about the order of goods
  - Additional Proof of Delivery from my warehouse to Amazon`s one (a screenshot from my Amazon account as an additional confirmation of delivery from the preparation center and to the Amazon warehouse)
  - Payment details (NOT Invoice) - the invoice issued by the supplier to pay for the goods
  - Bank Statement (Payment to the supplier on May 26) - payment for the goods to the supplier according to the invoice.
  

  All these documents display the supply chain and Amazon is able to clearly track the purchase and movement of goods.
  

  I kindly ask you to reinstate my seller account.
  
  Sincerely,
  
  ****** *******

  Business Response

  Date: 12/13/2024

  We have reviewed this Sellers account and require more information to complete our review. We have requested the necessary information from the seller via email on 13th Dec 2024. Thanks, Amazon.com Seller Performance

  Customer Answer

  Date: 12/18/2024

   
  Complaint: 22613538
  
  I am rejecting this response because: I provided additional information to Amazon and did not receive a response or a reason for the refusal. Amazon does not provide explanations for the rejection of ORIGINAL documents. If they have doubts about certain materials, they do not voice them. 
  

  I provided all correspondence with the supplier, invoice, bank statement, proof of delivery, and others.
  

  I send correspondence with the supplier so that you can verify the validity of the documents for the goods I bought directly from the manufacturer. The manufacturer is the owner of the brand. That is, I purchased the goods directly from the brand owner.
  
  Sincerely,
  
  ****** *******

  Business Response

  Date: 12/23/2024

  Hello,

  We have decided to reinstate this account and an email was sent to them informing them of this decision on 12/23/2024.

  Thanks,

  Amazon.com Seller Performance

  Customer Answer

  Date: 12/25/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  Date:11/24/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Well I had an account with ********************** and someone either hack their system or they either approve them to get into my account they took my account over my ********************** account and lock me out of it, in regards to that situation they got a hold of my personal information telephone number, home address, email address, and bank account information and even started making purchases on my bank account. Now ********************** sends you an email stating that someone's trying to log into your account or someone's trying to change your information if this is you press Yes and if it's not you push No and disregard the email alert, well I got the messages but I didn't respond to them because I didn't see them till after I got off work, whatever the case why I didn't respond they still shouldn't have let this person or company or whoever hacked into their system get ahold of my Amazon account and change my information and retrieve my personal information without me pressing yes or no this is actually the third time this has happened to me I didn't say anything about it and just opened up a new account but this time I must address the issues because my personal information is at stake and that's unacceptable.

  Business Response

  Date: 11/27/2024

  Hello,

  We have reviewed the customers buyer account and cleared the unauthorized activity from the account.
  We have sent the necessary password reset guidance to the customer via email. We sent this information to their registered email address on 11/27/2024.
  For more information on our privacy notice, the customer can search for Privacy Notice on the Amazon shopping website.

  Sincerely,
  Amazon.com

• Initial Complaint

  Date:11/21/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Greetings!I would like to complain about Amazon's irresponsible attitude towards my business, which violates my right to appeal and case processing. My account ***** ***** ***************************** was deactivated by accident due to a fault of my own, which I mistakenly made when creating the listing. The fact is that on May 18, 2023, my account was deactivated due to two violations of intellectual property rights (use of trademark) in relation to ASINs B0BYNWQ48D and B0BYP2SV4X. During the creation of the listings, I accidentally used the trademark Fluke in the title of the mentioned listings. Since the day my account was suspended, I have been appealing this decision, but I have not received a response from Amazon for a year. Currently, Amazon has removed the appeal button and does not allow me to dispute their decision and call Amazon support. These actions violate the Amazon Business Solutions Agreement, which grants the seller the right to appeal any Amazon decisions. Furthermore, the account termination notification also states that it is possible to file an appeal via the button in Account Health. However, now I have been deprived of this opportunity.Another technical error on the part of Amazon is the inability to edit listings. In order to reinstate my account, ********************** provided me with instructions that clearly stated that I had to remove the trademark from the listing and then appeal the account suspension. However, technically, this is impossible to do either through the "Edit Listing" button or by uploading a flat file. That is, Amazon has created conditions that do not allow me to reinstate my account.All that is required to restore my account is to edit the listing and submit a Plan of Action. However, I cannot take any of these actions, as Amazon has restricted me by creating all the conditions to avoid restoring the account, which violates my rights as a seller.I kindly ask you to reactivate my seller ************ regards!

  Business Response

  Date: 11/24/2024

  Hello,

  Amazon reserves the right to refuse service, terminate accounts, terminate listings, terminate customer rights to use *******************************************, to remove or edit content, or cancel orders at its sole discretion.
  

  We have reviewed the sellers appeal and regret to inform you that we are unable to reinstate their seller account. Due to the proprietary nature of our business, we do not provide details on our investigation methods.
  

  We notified the customer of this decision by email on [11/24/2024].
  

  Sincerely,
  

  Amazon.com

  Customer Answer

  Date: 12/01/2024

   
  Complaint: 22589002
  
  I am rejecting this response because: Amazon did not send me any notifications, let alone reject the appeal. In addition, the status of my appeal is currently in progress. However, Amazon claims that it has been rejected. They contradict themselves by not giving me the opportunity to appeal.
  
  When Amazon suspended my account, they sent me a message requesting a Plan of Action to reactivate my account. After satisfying the request (sending the Plan of Action), Amazon did not follow up with any response.
  
  Below I am attaching my Plan of Action to Amazon's request, to which it did not respond. Please review the appeal and reactivate my account.
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:11/19/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  To Whom It May Concern,I am writing here because Amazon keeps my listing blocked for no legitimate reason. So, the issue is that Amazon thought the **** B07MWCXHMH claimed to cure Diabetes. This was never the case in the first place: neither the listing nor the product packaging ever had such claims. Nevertheless, I deleted everything that could remotely hint at curing diabetes (words sugar, sugar-free, etc.). After that, Amazon promised to reinstate the listing (case ID ***********). Later, they reversed that decision, which was really weird. They said we needed to remove more claims, such as blood sugar, from the listing.The listing got suspended by that time, and because of that, I could not make the changes they required either through the Edit button or with an Inventory File (Batch ID *************. Either way, the changes would not go through and would not affect the listing. I asked Seller Support multiple times to make the changes according to the Inventory File, but they just sent me a request for a photo upload.That is where I lost it. They asked for clear all side images of the product packaging uploaded to the product detail page of **** B07MWCXHMH. However, all the necessary photos are ALREADY THERE! In a screenshot I attached from the Edit menu, you can see the all-sides photos are on the listing. I also attach 2 of the actual all-sides product photos. They cover all the packaging and are clear.I did everything I could to fulfill Amazons requests, but a few times already, the changes havent gone through due to technical limitations caused by the listings suspension. So please if theres anything on the listing that is not fully aligned with the mentioned Inventory File (Batch ID *************, please update it from your end accordingly. Again, I have done everything Amazon requested, but they keep making excuses.Therefore, I kindly ask you to reinstate the listing B07MWCXHMH. Best regards,******* *******.

  Business Response

  Date: 11/20/2024

  Greetings from Amazon,
  
  Based on the research, advise the seller to click in the reactivate listing to update the date, this option is for SKU  IH-SX4Y-6FBM.
  

  Customer Answer

  Date: 11/20/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

   

  Amazon, thank you for your help, it's highly appreciated! 
  
  Sincerely,
  
  ******* *******

• Initial Complaint

  Date:11/16/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been a customer for many years and have had my reviewing blocked despite following community guidelines and only leaving honest reviews. Some of which were critical of shady business practices and dangerous products that are ignored by Amazon despite reporting them over and over, but I'm the one being punished for this and from my understanding gives me legal grounds to sue. I would rather not bother and have is resoved in the simplest way possible. I have even emailed Amazon about my reviews being blocked and explained the critical ones that those sellers are breaking the rules, but Amazon just lets the sellers take advantage of the customers. They never responded to my email so now I'm asking you for help.

  Business Response

  Date: 11/19/2024

  Hello,
  Thank you for letting us know about this Customer account issue.

  We have determined that the escalated issues require further investigation from our partner team. We have transferred this case to the partner team who will investigate and take the appropriate action(s) necessary.

  For privacy reasons, we cannot share the results of our investigation with the reporting party.

  Business Response

  Date: 11/22/2024

  Hello,
  
  We have reviewed the customer's account and we are unable to reinstate their community privileges.
  
  We are unable to provide information on our investigation methods.
  
  Sincerely,

• Initial Complaint

  Date:11/16/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I canceled order on Nov 15 2024 for something emsil on file is *********************** I checked **** and took money from me I like money back jot right don't got order number eatherhere screen shot from **** showing 7 in change wad taken

  Business Response

  Date: 11/19/2024

  Hello,
  
  I'm ********* from Amazon.com. I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I've provided the BBB with a copy of this message.

  I'm sorry for the inconvenience you've experienced with regards to $7.69 charge. 

  Upon reviewing the order, we see the charge was done through pin less debit and since the order has been cancelled, the charge reversed back to your original payment mode on November 18, 2024. 

  The issuing bank will post it to your account within 10 business days. This time frame may vary from one financial institution to another.

  You may refer the below link for more information on refund time: 

  ************************************************************************************

  Please feel free to contact us directly by replying to *********************************************** if we can be of further assistance.

  Thank you for your patience and understanding in this regard.
  

  Regards,

  *********

• Initial Complaint

  Date:11/15/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order on 10/19/24 and realized it wasn't going to fit so l canceled it. Amazon shipped it anyway and I was told to refuse the order once it arrived...l did. The Amazon warehouse received the refused delivery on 10/29/24. I am being told I can't get refunded until 11/30/24. They charged my credit card back on 10/19.This is wrong! It should not be legal to hold up a customer's account when they have received the package. Can someone please help.

  Business Response

  Date: 11/19/2024

  Hello,
  
  I'm ********* from Amazon.com. I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I've provided the BBB with a copy of this message.
  
  I'm sorry for the inconvenience you've experienced with regards to order 113-1079459-9876250.
  
  Upon reviewing the *** tracking, we see it has been updated as returned to source and looking at the return we see it is pending for processing. 
  
  Kindly, allow us till 11/30/2024 for the return processing to complete, so that as soon as the return is processed we will be able to issue refund. 
  
  Please feel free to contact us directly by replying to *********************************************** if we can be of further assistance.
  
  Thank you for your patience and understanding in this regard.

  Regards,

  *********

  Customer Answer

  Date: 11/21/2024

   
  Complaint: 22564025
  
  I am rejecting this response because:

  you have no right to hold up $250.00 dollars on my credit card if you already have your merchandise returned to you!!! This is wrong! You need to be held accountable for this. Bad business!!!
  
  Sincerely,
  
  **** ********-******

• Initial Complaint

  Date:11/13/2024

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ordered from Amazon on 4/29/24. Company showed on internet was ************ and then ********************************** BUT was shipped from ******* America ***************************************** ***************************************. I was told by 'official' **************** company that there is a year warranty on all parts. (attaching chat with email to ************). Did not receive a response from ************. (Both ************ and ******************************** only have a 'store front' - 1 page webpage.) Amazon says that the problem is not under the A-Z rules for refund but was told by one manager that would be refunded and would not have to return, but that commitment was not fulfilled.Amazon should refund money or require one of the 3 involved COMPANIES to replace..

  Business Response

  Date: 11/16/2024

  Hello,
  
  Thank you for bringing this matter to our attention.

  We have granted the claim on order 112-2708550-6157810 and issued a refund. The buyer has received a total refund of USD ****** on their original payment method for this order.
  
  When will the buyer receive the refund?
  If the buyer paid with a credit or debit card, the refund may take a few days to appear on their statement. If they paid with an Amazon Gift Card, the refund will be credited to their Amazon account.
  
  How can the buyer check the status of the claim?
  To view more details about the claim or take any further action, please use this link: 
  ******************************************************************************************.
  
  Were here to help.
  For more information about the A-to-z Guarantee policy, please refer to our help pages: 
  **********************************************.
  
  Thank you.
  -Amazon

  Customer Answer

  Date: 11/19/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  You have restored my confidence in Amazon.  Thank you!

  
  Sincerely,
  
  ***** & ****** *******

• Initial Complaint

  Date:11/12/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Amazon Order ID: ******************* B00B2ATAWQ Dicor RP-IRC-1 CoolCoat Roof Coating - White, High-Performance Formula, 1 Gallon B00B2ATAWQ Count: 3. I ordered three gallons of roof coating from Amazon. Third party vendor *********************** processed the order. Package shipped by *****. Package arrived Sept. **************************** the package. Bottom of box was opened, looked inside and product was leaking. I showed the driver. He flipped the box over and either scanned or took a picture of the label. He must have swiped the meter on the signature section. I did not sign for anything, just refused delivery. The driver put the package back on his truck and left. Amazon said I had to take the issue up with *************** since they had it shipped. That last information I was told was that ***** has to do an Investigation since the package was marked delivered. I ordered three more gallons from Camping World with success. Neither Amazon nor *************** are responding to my inquires for a refund. They just will not respond back at all.

  Business Response

  Date: 11/14/2024

  Hello ****,
  
  I'm ******* from Amazon.com. I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I've provided the BBB with a copy of this message.
  
  I'm sorry for know about the condition in which order was received.
  
  To help you with refund, I've submitted an A-to-z Guarantee request on your behalf. Processing should complete within one week of the date the request was submitted.
  
  If approved, your Guarantee reimbursement will be credited directly to the same payment method used for your purchase. You can see the most current status of your request at the following link:
  *************************************************************************************
  
  Information about A-to-z Guarantee requests, including processing times, can be found here: ****************************************************
  
  Thanks for choosing Amazon.

  Regards,
  *******

  Customer Answer

  Date: 11/19/2024

   
  Complaint: 22547591
  
  I am rejecting this response because:  They are requesting more information.  They want me to return the package to the seller.  I replied back that I do not have the order.  ***** has the damaged package.  They are stalling (playing games)
  
  Please return the order to the seller at the following address:
  -- Return merchandise authorization (RMA) number, if applicable
  -- Return address ******************************************** Receiving hours 9-5 EST M-F

  
  
  Sincerely,
  
  **** ******

  Business Response

  Date: 11/21/2024

  Hello ****,
  
  Thank you for writing back and letting us know that the guarantee team has emailed asking you to return the order to seller and i'm glad to know that you've responded to them stating you do not have the order.
  
  In this case, we need to re-open your case.  
  
  To reopen please visit the link below and inform that the team that you've refused the delivery. 
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  Also, I'd suggest that you reach out to ***** to provide proof that package was refused and not delivered and share it with the Guarantee team so that claim can be processed.
  
  Thank you for your understanding.

  Regards,
  *******