Business Profile

Ecommerce

Amazon.com

Complaints

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

Customer Complaints Summary

58,670 total complaints in the last 3 years.
22,031 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:12/31/2023
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 purchased items from Aamazon using my Prime membership. However, unbeknownst to me, the seller is using ***** not Amazon to deliver the products. I'm currently home waiting when I receive a notice of a delivery attempt. This did not happen. My front door is not locked. And when I ran out to catch the driver, there were no trucks around. BECAUSE A DELIVERY WAS NEVER ATTEMPTED. I want Amazon sellers to make it clear when they are using a third party delivery service, so that I can decide if I want to make that purchase. I would not have made the purchase had I have known.
Business Response
Date: 01/02/2024
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 completely understand your concern, but we've teamed up with leading merchants in many new categories, offering added selection and convenience to our customers.

When you order from one of our merchants, the order is placed using the Amazon.com online order form and they're shipped and sold by them based on their convenience. The information necessary to fulfill your order is transmitted to the individual merchant, who handles all details of order fulfillment and support. Unfortunately, we will not be able to instruct them when and how to ship or deliver them.

Ordering online is safe. Most Amazon Merchant orders are covered by our A-to-z Guarantee, with a few exceptions. Our Guarantee offers reimbursement and protection for those rare cases when a merchant is unable to resolve a missing or incorrect order for a customer.

Visit the following link to view the terms of the A-to-z Guarantee:

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

You can learn more about shopping with Amazon Merchants on our Help pages:

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

Help pages for each merchant are also accessible through links found on that merchant storefront; there you can ask questions to the sellers, or check the sellers return policies.

Customer feedback like yours is very important in helping us continue to improve our website and services.

Thanks for your understanding.

Regards,
*********************
Initial Complaint
Date:12/31/2023
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 canceled an order on 12/23/23. Amazon still has not refunded the amount. It should have been refunded by the 28th.
Business Response
Date: 01/02/2024
Hello,

I'******************* 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 any inconvenience caused.

I've verified that your order has been canceled and you have not been charged.

When you place an order, we contact your bank for a purchase authorization to verify your card but don't actually charge you until the order ships. Some banks may hold funds in your account for these authorizations even if the order is canceled. Orders from our Marketplace sellers may be charged at the time of purchase.

You'll need to contact your bank for assistance. They can tell you why funds on your account may be unavailable and clarify how long they hold payment authorizations for online orders.

Thanks for your understanding.
Customer Answer
Date: 01/02/2024

Complaint: 21079175

I am rejecting this response because: I am being charged. I was charged. The response is fraudulent.

Sincerely,

*************************
Initial Complaint
Date:12/31/2023
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.
On 06-Jun-2023 I found out my Amazon account (registered by email ******************** was being closed with message shown in Sign In page: "Account Closed - Your account has been closed for misuse of Amazon's services. We have sent you an email with additional information."After 2 days I had not received the said "an email with additional information", I went to Amazon live chat and requested their ** to help check the issue and in hope can restore my account.After a few exchanges, the ** advised they helped me to complete an online and their team will send email to me soon for further procedures.Around 17-Jun-2023, the above said "email for further procedures" never came in.So I went through another live chat, which I was being advised that my case will be diverted to Amazon's specialist team and my account shall be unlocked within 48 hours.However, on the next day, I received one and only email from Amazon, that my account is closed and will not be restored.This contradicts the communications from above events/incidents.Also, I do not agree with the reasons which led to my account being closed.In the same email from Amazon, they suggested I still have access to digital contents.This is also an incorrect information as digital content can only accessed after Sign In/Log In is successful.I had replied Amazon's email with my comments and requested their clarification and again request my account being restored/reinstated.Sadly since then no more emails I had received from Amazon.As of today, I am still not able to access my account, which was used mainly at Amazon US and Amazon **.I am still waiting those emails from Amazon, which they suggested can help me appeal my case and may have a chance regain access of my account.After many months passed, I fear my account is now being closed unreasonably and unjustifiably.Hence this complaint is seeking assistance from BBB for helping my account being restored/reinstated.
Business Response
Date: 02/11/2024
Hello,

We have reinstated this customers buyer account. We sent an email to the customers registered email address on 08 February, **** confirming account reinstatement.

Sincerely,
Amazon.com

Customer Answer
Date: 02/11/2024

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:12/31/2023
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.
ORDER # ***-6981135-8713823 and ORDER # ***-5720555-3999438 were scheduled to be delivered on 12/29/23. And was checked in to Local facility (*******):Delivery by Amazon Tracking ID: *************** Saturday, December 30 3:15 PM Package is out for delivery.*******, ** 2:02 PM Package arrived at a carrier facility.*******, ** 7:18 AM Package being processed at carrier facility.5:39 AM Package arrived at a carrier facility.*******, ** Friday, December 29 6:00 PM Package delayed in transit 7:49 AM Package arrived at a carrier facility.*******, ** 4:49 AM Package left an Amazon facility.******, ***** ** 2:43 AM Package arrived at an Amazon facility.******, ***** ** Carrier picked up the package.I called customer service and asked what happened to my delivery and was issued a $5 credit and was told it would be on the last deliver truck for the day. On 12/30/23 at 3:15 pm last known is that it is out for delivery. I kept tracking all day and the last App notification stated it will be delivered by 9:15 pm. It never arrived. Now the App states that Sorry for the delay now expected for 1/2/224. I called customer service in regards to what happened when it was last out for delivery. They made attempts to contact the ******* facility with no answer. CS then offered another $5 credit which I declined and mentioned that this has happened to me before to get out of settling with the consumer when dealing with the BBB.
Business Response
Date: 01/05/2024
Hello *******,

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

I've reviewed your email regarding the delay in your orders.

Upon review I see that our team offered a credit of $5 for the delay and moreover they replaced these 2 items in the respective order IDs: 113-1054501-1616259 , 113-5100809-3627430 and I see that these are delivered as on Thursday, January 4 4:49 PM Humble US.

We will not be able to provide any further assistance regarding this issue as we have already offered a credit and issued a replacement with fastest delivery method possible and we will not be able to upgrade to prime on your account.

However, we won't be able to provide any further information apart from this.

I hope this helps! Have a great day ahead!
Regards,
****************
Customer Answer
Date: 01/05/2024

Complaint: 21079098

I am rejecting this response because:
This is not the first time my orders have been cancelled/re ordered and the problem has not been fixed. Below is the email showing that this has happened multiple times. And Amazon will always find a way to fix it by re ordering on an escalated delivery. Im here to address the delivery issues in your ******* Hub and how it is Unusual this happens to me.
Last email from CS dates 1/2/24.

Your Account ********************
Message From Customer Service
Hello,

This is ****** from Amazon ***************** the one you spoke with on the phone and it certainly was a pleasure assisting you today.

My apologies to hear that the items had gone missing and with the on going delivery issue.

I have requested a replacement for both of the Oakley Carbon Sunglass Case, Carbon Fiber, One Size and **************** Head Custom Weight 2pcs 5g/10g/15g/20g/25g/30g/35g/40g Fit Titleist *************************** ********* Putters ************************* Choose oneBlack (2pcs 35g(Doesn't Include Wrench)) and will be delivered on Thursday 4 January 2024.

I have passed the details of this incident to the carrier and they will investigate and take the appropriate action and thanks for taking the time to contact us and to bring this to our attention.

Thanks for being an Awesome Customer. We look forward to better serving you in the future.

We'd appreciate your feedback. Please use the buttons below to vote about your experience today.

We'd appreciate your feedback. Please use the buttons below to vote about your experience today.

Best regards,

Amazon.com
Thank you for your inquiry. Did I solve your problem?
Yes No
Your feedback is helping us build Earth's Most Customer-Centric **************************************************************************
Initial Complaint
Date:12/31/2023
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 recently (2-3 days ago) redeemed 20 dollar Amazon Gift Card that I had gotten as a Christmas gift from one of my relatives. I then added it to my account, and because I already had some gift card funds in my account, I bought a set of skincare products and used my gift card balance to cover the entire ****** couple days later, I received an email from the Amazon Account Specialist stating that my account had been closed and my gift card balance had been removed. The message reads:We have closed your account, voided your current Amazon gift card balance, and canceled all outstanding orders.We took these actions because you used Amazon.com gift cards that are in violation of our terms and conditions. We cannot reissue the gift cards or reimburse you for these funds. Please note that if you purchased your Amazon gift card from a retailer, or obtained it from a third party, they won't be able to reissue the gift cards or reimburse you for these funds.To restore access to your account, sign in on Amazon.com and follow on-screen instructions to upload the gift card purchase receipts or other documentation of ownership of the gift card, such as an email or sms from the gift card sender, or an image of the physical gift card. Once you have provided the required information, we will review it and respond within 24 hours.When uploading a document to verify ownership of a payment method, be sure that the name, address, payment type, and relevant transaction information are clearly visible.After receiving the message, I proceeded to go to the page that they instructed me to, and submitted a screenshot of the email that I received containing my gift card. After a day or so, the account team replied to me with yet another message, stating that I needed to submit more information for them to reopen my account.I then submitted yet another file, but they informed me a few days later that my account had been closed.
Business Response
Date: 01/25/2024
Hello,
We have denied the customers request for a refund.
Consistent with Amazons Conditions of Use, Gift Cards that have been obtained, used, or applied to an Amazon.com account in violation of our terms and conditions may be voided by Amazon. Amazon further reserves the right to suspend or terminate the ability to use Amazon services, cancel or limit orders, and to bill alternative forms of payment if we determine that a Gift Card was obtained,used, or applied to an Amazon.com account in violation of our terms and conditions.
Due to the proprietary nature of our business, we do not provide details on our investigation methods.
Customer Answer
Date: 01/25/2024

Complaint: 21079087

I am rejecting this response because I NEVER in any way broke and rules outlined in your terms and conditions. No part of any gift card I owned was ever stolen or used in an inappropriate manner as stated in your Terms and Conditions.

Sincerely,

***********************
Initial Complaint
Date:12/31/2023
Type:Sales and Advertising 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.
On 12/26/23 I ordered and was CHARGED for TWO (2) JBL 2-way powered 5in studio monitors from Amazon.com aka "A" (sold and shipped from) on Order# ***-3171928-7157845. On 12/29/23, "A" driver needed a code to deliver. My mother had no access to my email. The driver asked for the last 2 digits of my phone #, she provided it and the driver delivered what packages he had for me. Included was tracking # TBA310780466714. On 12/30, I opened my arrived packages to discover only ONE studio monitor was enclosed, although "A" only provided ONE tracking number and the weight on their shipping label indicates **** lbs for the box (actual weight closer to 12 lbs). Note that the box that contains the ONE studio monitor received is the manufacturers shipping box which clearly indicates the serial number of the item enclosed, the dimensions of the item and its shipping weight). I immediately contacted "A" CustSrvc through the app chat and was told that I needed to file a police report. I explained that an item was NOT stolen, Amazon only shipped one item, seemingly claiming it had shipped 2 (based on the shipping label's weight). I then ended chat so I could speak to a live human at CustServ to clarify the issue. In the phone call my mother, who works for "A", explained that we have the box with the shipping label for that TBA, which she DID receive, and there is no way to have 2 monitors in this box! She wanted to send pics to show how the item is shipped and received to prove the mistake in shipping (or fraud?): The original manufacturer's OVERBOX they ship the item in has TBA label, with another label indicating a PO number. ******* indicated that once we file a police report and there is an investigation, they could help. We indicated that the only theft is that "A" is claiming they shipped 2 and did not (based on the shipping weight), and I would be filing a BBB complaint. order details in "A" shows shipper is now "other". Want REFUND for paid for yet UNRECEIVED item.
Business Response
Date: 01/02/2024
Hello ********,

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've reviewed your complaint and I see that you've received only 1 "JBL Professional 305P MkII Next-Generation 5-Inch 2-Way Powered Studio Monitor" and when contacted customer support were asked to submit police report. I apologize for the inconvenience caused.

We're happy to assist you further. However, we cant take any action without first receiving the requested Incident Report. Please note that we are not able to take additional actions, including overriding their decisions for next steps.

Please reply to this email with your responses to the following questions in English or Spanish from the email address associated with the Amazon account that you used to place this order.

Youre able to send your responses directly in an email or through an attachment such as a PDF or JPG file.

The Incident Report has to be submitted on or before February 27, **** to be considered for review. Send one set of responses for each package that was missing an item. If youre missing more than one item from the same package, you only have to send one set of responses. We typically respond in about 1-2 business days.

After you submit your Incident Report, you may be asked to complete additional steps before we can complete our investigation.

Incident Report

1. Order number:_______________

2. Today's date. (MM/DD/YYYY):_______________

3. Delivery date. (MM/DD/YYYY):_______________

4. Package tracking number:_______________

5. Name of the item you didnt receive:_______________.

6. Is it your first Amazon package where a part/item has been missing?_______________

7. If no, how many times it has happened?_______________

Thank you for your understanding and cooperation. We look forward to hearing from you.

Regards,

*******
Amazon.com
*****************************
Customer Answer
Date: 01/11/2024
Amazon has acknowledged their shipping error and issued me a refund. I consider this issue resolved. Thank you for your assistance in getting this resolved.
Initial Complaint
Date:12/31/2023
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.
On December 16, 2023, I placed ORDER #***-0568592-6163417 with AMAZON to deliver Christmas gifts to a Russian friend in *********. The ordered goods were $128.80, but AMAZON added $63.04 for international shipping and handling, plus an additional $109.81 for import duties according to their International Shipping Terms, for a total partial sum of $219.12 for items ready to ship. The recipient's passport number was entered on AMAZONs system the same day.On December 23, *** asked for a passport number and fiscal tax code (CUIT). The passport number was entered again, but ********* does not give CUIT to tourists, which was explained on the *** portal. On December 26, *** requested the same information again. *** was contacted by chat on December 27, and proved intractableclaiming no international shipments could be delivered without a CUIT, which is impossible for a tourist to receive. As it was clear *** was not going to deliver the items paid for, the entire order was cancelled on AMAZON that same day. A confirmation email was promised to be sent within 48 hours, but nothing arrivedjust an unending string of robot-like messages from AMAZON employees who just told me to wait, refuse delivery of goods that would never arrive, or simply return gifts never received. On December 28, the recipient received a tourist AFIP number from the ********* tax office to receive international packages as a nonresident. A scan of the stamped AFIP document was sent to *** who ignored it,On December 29, I received an extortionist email from *** demanding an additional $328 in fees for a Customs broker to remove the goods from airport storage. No one in their right minds would pay $437 on a held item worth $60, much less than for a total shipment valued at $128.80. I informed AMAZON of this email and directed them again to cancel an order that was never going to be delivered. Despite 12 emails demanding cancellation and return of money, nothing has been done. This is unacceptable
Business Response
Date: 01/02/2024
Hello *******,

I'm Najam 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.

Im sorry to learn about the problem with your recent order ending in #****. I understand how frustrating it can be.

I understand that DHL is having trouble delivering the items from this order to an address in *********.

However, an order cannot be cancelled from our end, once we have dispatched it for delivery.

If the order is undelivered and is returned to us, a refund will be issued against the order. I request you to kindly wait until January 6, 2023.

Thank you for your patience and understanding.

I hope this helps. Please feel free to contact us directly by replying to *********************************************** if we can be of further assistance.
Regards,

Najam
Amazon.com
***********************************
Customer Answer
Date: 01/03/2024
Najam,

No,none of this helps and continues the exact same pattern of evasive and nonresponsive replies documented in the evidence. AMAZON was paid a hefty fee for shipping and for CUSTOMS CLEARANCE according to your terms, and so far, has done nothing but ensnare me and the recipient in a loop whereby it is nonsensically determined that a tourist cannot receive a Christmas gift until she becomes a RESIDENT of the country and gets a CUIT. The evidence shows she applied for and received an AFIP for nonresidents to get international packages and the CARRIER YOU selected not only will not honor it, but is attempting to extort an additional $328 in fees over and above those paid to AMAZON for a total purchase of less than $100.

Telling me to wait until JANUARY 6 (a new date that does NOT match the other dates in the emails that have already EXPIRED for something that is NOT GOING TO HAPPEN is lunacy . . . NOTHING CAN BE RETURNED IF NOTHING IS DELIVERED, GOT IT?

Try again, or refer this complaint to someone better.

*******
Customer Answer
Date: 01/08/2024
AMAZON provided NO ANSWER AT ALL to the complaint, but simply told me to wait until JANUARY 6. Nothing happened on JANUARY 6, and money was still paid for products never DELIVERED, so how can you possibly CLAIM there was an ANSWER???????????

Here was my response, and i request this case be REOPENED and AMAZON asked to respond to the actual complaint, which is your job. If you cannot do that, then give me the contact information for a supervisor, who may have a better understanding of a company position than you do.
'Najan,

Telling me to wait until JANUARY 6 (a new date that does NOT match the other dates in the emails that have already EXPIRED for something that is NOT GOING TO HAPPEN is lunacy . . . NOTHING CAN BE RETURNED IF NOTHING IS DELIVERED, GOT IT?
Business Response
Date: 01/18/2024
Hello *******,

I'm Najam 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 understand this has been a frustrating experience for you. Please know that it is never our intention to cause any inconvenience to you and we do value your business with us.

I'm sorry that the order could not be delivered. To resolve this for you, we have issued a refund of $179.62 to original payment method on Wednesday, January 17, 2024.

The refunds are usually processed by banks within 3 to 5 business days.

Once again, we apologise for the inconvenience this situation has caused you.

Thank you for your patience and understanding.

I hope this helps. Please feel free to contact us directly by replying to *********************************************** if we can be of further assistance.
Regards,

Najam
Amazon.com
***********************************
Customer Answer
Date: 01/20/2024

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.

Sincerely,

*****************************
Initial Complaint
Date:12/31/2023
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!My concern is regarding the inability to verify my ********* address due to the ongoing ****************** invasion of *******. This war has brought immense suffering to me personally and to my business. I am suffering from the desperation of the situation. The fact is that Amazon cannot send a postcard to my business address. As a result, it cannot verify my ********* address.Specifically, I have been unable to provide verification of my ********* address as required by Amazon to maintain my seller account. With missile strikes, shelling, and active ground combat occurring daily throughout *******, there is simply no reliable mail or parcel delivery currently. Postal infrastructure has been targeted and disrupted. As such, I cannot realistically obtain or provide any postcard code with my current ********* address. This inability to verify my address has meant I am facing financial ruin. Due to the inability to verify the address, my account has been deactivated. That means I can't do business, I have no income from the account.I implore you to make an exception to address verification requirements, considering these wholly extraordinary and tragic circumstances completely outside of my control. Please support ********* businesses and citizens so we may survive this crisis, rebuild our country when it ends, and thrive once again. To prove my identity and business address, I enclosed the following documents:1)Passport.2)Credit Card Statement.I kindly ask you to verify my ********* address. It assists me to continue to conduct my business in such dangerous circumstances. By selling on Amazon, I pay taxes, create jobs for **********, and support our army in defeating the enemy.I hope for your understanding!Sincerely,********************
Customer Answer
Date: 01/10/2024
Greetings! My account has been mistakenly suspended due to a request for additional information in accordance with the Directive on Administrative Cooperation 7th Amendment (DAC7). According to this Directive, an ** directive (** Council Directive 2021/514) requires online stores that facilitate sales to sellers who have their primary address in the ** to collect, verify, and report sellers information and financial data to the competent authorities. The seller is impacted if he is established in any ** country, regardless of the store the seller is selling in. I, ********************, am a citizen of *******. I sell on Amazon exclusively in the ** marketplace. I have nothing to do with the European Directive, as I live and pay taxes in my country - *******. My country is NOT a ************** member, so I am NOT an **-based seller (=I`m not **-established). This means that I am NOT subject to the ** Directive. As a private individual entrepreneur in *******, I am accountable to the ********* controlling authorities - the tax service. Each entrepreneur is issued a ********* tax number, not a ***. Since the *** is only available to citizens of the **************, to which I have nothing to do. My account was registered to a ********* address. After the INFORM Consumers Act, my ********* business address could not be verified by postcard due to the war. That is why I sent a utility bill on January 9, 2023, to confirm my ********* business address. The request for additional information under the Directive was INCORRECT. Please reinstate my account and remove the request for DAC7. Sincerely, ********************
Business Response
Date: 01/23/2024
Hello from Amazon Services,

Please inform the Selling Partner your request is being reviewed by the internal team, and your concern will be addressed as soon as possible.

For reference, please follow up case ID *********** in Seller Central.

We highly recommend that you wait for the update on that case from the internal team.
Business Response
Date: 01/24/2024
Hello from Amazon Services,
We have reached out to our internal team to review this account.
Please be informed that your Seller account has been reinstated and is currently in active state.
Business Response
Date: 02/02/2024
Hello From Amazon,
Thank you for contacting us.
I understand that the seller account was deactivated earlier and seller would like to reactivate the account.
On checking, Seller account has been reactivated and Account status is Normal.
Further, there is no banner requesting DAC7 information from the seller.
Seller can login to the account and use the account without any error
Initial Complaint
Date:12/31/2023
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.
On November 9, 2023, my wife ordered (under my account) $2900.00 of gift cards for co-worker holiday presents. They were to be delivered to an Amazon locker on November 11,2023. They were never delivered and on November 18, 2023, we cancelled the order since that was the option on the tracking site. Since then, we have been communicating with Amazon many times to get a refund. We have been told that since the gift cards were used, there cannot be a refund. However, the cards were never delivered and remained in Amazon's possession the whole time. Are we responsible for Amazons delivery personnel? I am currently deployed with the Army in ***************, so my wife has been talking with them by phone. I have communicated with them several times by online chat, and I have the chat transcripts if that helps. The tracking page at Amazon also shows the product out for delivery on November 11,2023 with the next entry being our cancellation on November 18, 2023. There is no record with Amazon of it ever being delivered. I understand if this was delivered to my home and stolen or if I lost the gift cards, but they were always in Amazon's (or one of their contractors) possession.
Business Response
Date: 01/04/2024
Hello,

I'm Prashanth 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#***-9193450-5186667.

I've investigated with our internal team and based on the investigation we see that the gift cards were redeemed on different account, as a result we are unable to process refund on the order, however we have taken necessary actions on the redeemer account.

To sort this out, it has been advised to dispute the charges with your bank. Once you have reported the charges, the bank will send you form to formally dispute them, credit your account, and file a chargeback to the applicable merchants.

Thank you for your patience and understanding in this regard.

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

Regards,

*********
Initial Complaint
Date:12/31/2023
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.
Hello! Dear BBB team I am writing to you with a sense of urgency and a heavy heart regarding a recent situation involving my Amazon customer account, which has been unexpectedly and inexplicably blocked.Since I first started using my account in 2020, I have been an active and loyal customer. My commitment to ********************** was further demonstrated by my subscription to Amazon Prime over the last year, indicating my trust and reliance on your service for my regular purchases.The issue at hand is deeply troubling: my account was blocked without any clear explanation or prior warning, causing significant inconvenience and distress. To add to my concern, there was an ongoing order at the time of the blockage, which I have yet to receive. Despite receiving a notification of its delivery, I am unable to track or confirm the receipt of this order, as I no longer have access to my account.Moreover, the blockage of my account has resulted in losing access to valuable digital content, specifically the books purchased for my Kindle, which are of great personal importance to **** am particularly disheartened because the reason for this blockage remains unknown to me. I have always endeavored to adhere to Amazons community guidelines and policies, and I am confident that I have not engaged in any activity that could be perceived as harmful or against the community's interest.The only reason my account activity could have been considered suspicious is that I accidentally logged in with a VPN turned on. I need to explain this. I purchased a course on a Russian website. In order to be able to watch the lessons, I turn on the **** as it is the only way to see them. At that time, I also visited other websites, forgetting to turn it off. This was my catastrophic mistake and I regret it.Given these circumstances, I kindly request your assistance in recovering access to my account, especially to track and receive my pending order and regain access to my Kindle books.
Business Response
Date: 01/04/2024
Hello *****,

I'm Srilaxmi 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.

Im sorry to learn about the problem with your account. It is certainly not what we expect our customers to go through.

To help you with this issue , I've partnered with our internal team.

As per update received , the team would need additional information to verify account ownership.

We would recommend you to share the Identity proof to verify account ownership.

Acceptable forms of government-issued IDs include the following:
-A state-issued drivers license
-A state ID card
-A passport
-A health insurance card
-A voter registration card

Also please include an ownership of the card ending 3805.

We appreciate your patience and understanding.

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

Regards ,

Srilaxmi
Amazon.com
***********************************
Customer Answer
Date: 01/08/2024

Complaint: 21078591

I am rejecting this response because:
Hello. On January 4, **** I received an email requesting confirmation of account ownership. I sent a document that proves my identity, but there was no response. My problem remains unresolved. Please do not close my case.
Sincerely,

********************
Business Response
Date: 01/16/2024
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 January 16th, ****.

Thank you,
Amazon.com Seller Performance
Customer Answer
Date: 01/18/2024

Complaint: 21078591

I am rejecting this response because: Greetings! I think my case has been mixed up with someone else, as I'm appealing for the buyer's account to be reinstated, not seller's.
Also, I have not received any request from amazon on 16 Jan ****. I was previously asked to send one of a list of documents, which I promptly did. No further updates have been received since then. I request that my case not be closed.

Sincerely,

********************
Business Response
Date: 01/28/2024
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.

To help you with this issue, I've partnered with our internal team. Here's the response from the team :

We have reviewed this buyer's account and require more information to complete our review. We have requested the necessary information from the seller via email on 01/22/2024.

In this case, I would request you to help our team with the requested information.

We appreciate your patience and understanding.

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

Regards ,

Srilaxmi
Amazon.com
***********************************
Customer Answer
Date: 01/30/2024

Complaint: 21078591

I am rejecting this response because:
Hello. I notified amazon that I did not receive any request on 1/22/01 and asked to duplicate the request again. I would like to ask you to expedite the review of my case. It's been over a month.
Sincerely,

********************
Business Response
Date: 02/06/2024
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.

To help you with this issue, I've partnered with our internal team and here's the response:

While we appreciate the customer's interest, we are unable to provide information on our investigation methods.

After a thorough review of their account and all of the information that they have provided, we cannot reverse the decision as per our policy.

For more information on this policy, the customer can search for Your Account Conditions of Use on the Amazon shopping website."

We appreciate your understanding in this regards.

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

Regards ,

Srilaxmi
Amazon.com
***********************************

Customer Answer
Date: 02/06/2024

Complaint: 21078591

I am rejecting this response because: I never received a solution to my problem with the non-reserved order. Amazon offered me neither a refund nor a re-shipment. I find this practice unfair and deceptive.

Sincerely,

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

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