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

58,831 total complaints in the last 3 years.
21,952 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:12/25/2023
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 December 12th, I ordered gifts with my Prime account, expecting free shipping. Surprisingly, I was charged $14.70. **************** assured me a refund post-receipt, noting it on my account. After I received the order, they backtracked, prompting a two-hour call where they acknowledged the initial assurance. However, manager ***** refused the refund, displaying rude behavior and abruptly ending the call.Frustrated, I filed a complaint, only to receive a response from ***** reaffirming her refusal to refund, suggesting no wrongdoing. Beyond the monetary concern, this experience highlighted a misuse of power and dismissive attitude, creating a sense of discrimination and frustration. The company's handling of the matter raised broader concerns about its customer service practices.
Business Response
Date: 12/26/2023
Hello Hesam,

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 shipping fee on your orders and your unpleasant experience when you contacted our customer ******************** team. It is certainly not what we expect our customers to go through.

I have forwarded a relative feedback to our business team regarding your experience.

Please rest assured that previous conversations will be reviewed and if your query wasn't handled efficiently, our colleague will be coached accordingly.

I have reviewed the complaint and account but, could not find any details related to the order.

I request you to include the order number in your response to this email.

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: 12/26/2023
Hope you had a great holiday weekend.
Order #: 701-6841777-1761869
Date: December 12
Items: 2*Shoe organizer, G9 led bulb dimmable, vitafit digital scale
Issue:
On December 12th, I placed an order for gifts using a different account to maintain privacy from my main Prime account. I was surprised to find a $14.70 shipping charge. Contacting customer service within an hour to see if I cancel my order or reorder it using my prime account to valid the charge, I was assured a refund after receiving the items as the person explain that there is no need to have prime account for this reason and we refund the shipping usually and its a really simple process, and the representative noted this commitment on my account.
Upon receiving the order, I promptly contacted customer service for the promised refund. However, a different representative claimed there was no record of the initial commitment, contradicting the assurances provided earlier. This led to a frustrating two-hour phone call where they eventually acknowledged the initial commitment after checking the transcript of the chat and told me the info was false by the representative but, disappointingly, the manager on duty, April, refused to honor the refund.
Adding to my dissatisfaction, ***** displayed discourteous behavior by abruptly ending the call without allowing me to fully address my concerns. Frustrated by this encounter, I filed a formal complaint not only to recover the monetary loss but also to bring attention to what seemed to be a misuse of power and a dismissive attitude toward customer grievances.
Several days later, I received a response to my complaint, and to my dismay, it was from the same manager, April. In her communication, she reaffirmed her position, asserting that she had done nothing wrong and adamantly refused to issue the refund. This response exacerbated my frustration, as it suggested a lack of accountability and a dismissive attitude towards customer concerns.
At this point, my dissatisfaction transcended the financial aspect of the issue. It became apparent that my experience was marked by a power dynamic wherein a manager seemingly wielded authority in a manner that left me feeling bullied and discriminated against. The persistence of this attitude despite formal complaint submission suggested a systemic issue within the customer service framework, further compounding my sense of frustration and disillusionment with the company's practices.
Business Response
Date: 12/28/2023
Hello Hesam,

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 shipping fee on your orders and your unpleasant experience when you contacted our customer ******************** team. It is certainly not what we expect our customers to go through.

Please rest assured that all the conversations pertaining to this query will be reviewed. If your query wasn't handled efficiently or if any incorrect information was provided, we'll see that appropriate actions are taken to ensure our colleagues are coached accordingly.

Situations such as these are very rare, and are corrected shortly after they are reported. Please be assured that we would definitely work on your feedback and ensure that such issues do not arise in future.

To quickly resolve this for you , I can issue a gift card refund of $14.65 to your account which can be used against your next order with us.

Note : $14.65 is the shipping fee we charged but not $14.70.

The gift card refund will be issued instantly as soon as I receive confirmation from you.

Once again, we apologize for the inconvenience and frustration this situation has caused you.

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: 12/28/2023

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:12/25/2023
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.
Horrible and stressful. On Christmas Day I receive an email from Amazon saying they charged me for an item I had already been refunded for because it supposedly was not received. Clearly I dropped it off at a Whole Foods drop off location. (As selected by Amazon) and was scanned in which is why I got refunded for the ***** to start with. I didnt look back as I didnt anticipate the drama I got from having to call in. I despised the message as I knew I would need to waste time calling in. So when I do I got transferred to rose which told me she needs drop off receipt. I said how. It says that it got scanned in even in my app. I told her I cannot keep every single email as once I get it to the drop off location scanned its not on me after that. How could it be. She told me to contact the carrier. By this point Im livid. Contact a Whole Foods Amazon employee that wouldnt even know what Im talking about. Refund me and compensate me for this stupid unnecessary hassle me on Xmas day
Business Response
Date: 12/26/2023
Hello *********************,

I'm Arun 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've reviewed the complaint and understand your concern regarding the retro charge on the Order ID: *******************.

I apologize for the inconvenience that you've experienced in this case.

I've checked and see that the retro charge amount was already refunded to the same card.

Also, the retro charge amount was charged as the item was not scanned at the return's center.

Unfortunately, we'll not be able to compensate in this case.

I appreciate your understanding.

Regards,

Arun
Amazon.com
*****************************
Initial Complaint
Date:12/25/2023
Type:Order 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 bought one product on amazon and seller sent smaller and different products than advertised. As a result as a customer I was mislead by ********************. After requesting refund, amazon customer support asked my government id. In order to get refund, I have to send my ID to a company. This is not acceptable.
Business Response
Date: 12/26/2023
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 order.It is certainly not what we expect our customers to go through.

I have reviewed the complaint and account but, could not find any details related to the order.

I request you to include the order number in your response to this email.

For certain orders, Our Specialist team requires a government issued identity proof to investigate and issue a refund.

Please rest assured that any information provided by you, is handled according to our Privacy policy.

As soon as required details are provided, our specialist team will review and issue a refund in 3 business days.

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: 12/26/2023
ORDER # 113-1797818-9278618
Complaint: 21054539

I am rejecting this response because:
ORDER # 113-1797818-9278618

amazon is deniying their return policy and requiring sensetive personal information.

Sincerely,

*******************
Initial Complaint
Date:12/25/2023
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 ordered a $100 mastercard gift card from Amazon to be delivered to my niece in a separate state. The order was placed 12/18. Any empty bag was delivered. on 12/20 There was essentially an unsealed package delivered by Amazon or the ***** I informed Amazon of this immediately via Chat to be told ultimately someone would be in touch via email in ***** hours. I then called 2 days later only to be told there was no immediate recourse as the card had been used, though they could not tell me when or where. Finally, on Saturday December 23rd, I received on email from Amazon stating that "our usual trouble shoot methods won't work for this specific situation." In turn, I have been left with no option but to dispute the charge with my credit card company and inform you all. Specifically, this situation could be easily resolved or prevented by determining whether the card was used prior to delivery, or even keeping it inactive prior to delivery. Further, following this experience, I placed a review of my experience on Amazon, which they removed. Obviously, had I been allowed to get an accurate picture of how poorly Amazon ensures the security of their gift cards, I wouldn't have ordered one. As Amazon removed my review that was accurate, I am sure they have removed other low reviews. In turn they are selling a product that is being misrepresented on their site and with no incentive to actually delver it as the fact that they have no trouble shoot method for such a common situation would suggest they expect most people to just give up on trying to get it resolve at it's ultimately not worth my time or your time.
Business Response
Date: 02/07/2024
Hello,

We have denied the customers request for a refund on Order 112-8869086-5334663 as we have a delivery confirmation on this order. We are unable to track the claim details of the gift card as it was a third party gift card. Kindly request customer to contact the third party (Mastercard) to track and invalidate the gift card (if not claimed yet) so they could request a new card from Mastercard.

Sincerely,
******
Amazon.com
Initial Complaint
Date:12/25/2023
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.
We purchased a Wacom table from Amazon for a xmas present on Nov. 25th. (Order number 112-9247633-9093045) The package arrived undamaged and we wrapped it and put it under our tree. My daughter was delighted when she got the present but to our dismay, the stylus was missing. I contacted Amazon Customer Support thinking that the simply resolution would be for them to send out the stylus. They refused to do so, so I asked if a credit could be given, and I would purchase one. They were unwilling to do either, with the reason given that they cannot send out partial items. They refused to do anything other than have us package the item and return for a refund (which would leave my daughter without a tablet and put onus on me to find or purchase another) and in addition, we cannot return the item if it has a missing component!?! The only other option was a replacement (which according to them would take two weeks). I explained neither was reasonable and they ended the chat. So, since I didn't want my daughter to be without her Christmas present, I immediately ordered a pen which hopefully will be here in two days (Order number 114-4706803-6065843)So in a nutshell, I got a product which wasn't as advertised and Amazon refused to send out or give me a credit to purchase the missing component. So they basically charged me for a product which was not delivered as offered, provided no relief for their mistake and it ended up costing me 72 additional dollars out of my pocket to rectify.
Business Response
Date: 12/26/2023
Hello ****,

I'm Praveen 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 trouble you had with the order.

While I understand your disappointment, we certainly didn't wish to let you down. We didn't have an option to provide any other solution apart from asking you to return for a full refund. We are unable to issue discount on the order due to the limitations.

I've forwarded the feedback to the concerned team so that they can work on future improvements.

Unfortunately we do not have any other alternatives in this case.

We look forward to see you soon.

Regards,
Praveen M
Amazon.com.
*****************************
Customer Answer
Date: 01/21/2024
Not an acceptable response. They sold me a product which was not as advertised. It was a xmas gift for my daughter and there was not an ootion to return as it was needed for her business. I ended up purchasing another pen which arrived in two days as opposed to the two weeks it would have taken for a refund.
Initial Complaint
Date:12/25/2023
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 5, 2023 the fortnite bundle was delivered to my house, it was ordered to give to my son for Christmas, when he opened the gift the disc was missing from the game. Now amazon is telling me they no longer have the game and want to give me a refund. I want the game I know it was sold out that's why I ordered it early. It is not my fault they made a mistake. Please help me resolve this unfair issue.
Business Response
Date: 12/26/2023
Hello ******,

I'm Priyanka 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 to hear about the trouble you've had with your order.

Thank you for bringing this to my attention. I can certainly understand why this is distressing.

Could you please write back to us with the order ID so that I can investigate this further for you?

Please feel free to contact us directly by replying to *********************************************** if we can be of further assistance.
Best regards,
Priyanka
Amazon.com
Customer Answer
Date: 12/26/2023
Order I'd 112-7861979-3301847
Business Response
Date: 12/27/2023
Hello ******,

I'm Priyanka 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 hope this email finds you well. Thank you for writing back to us.

I've verified that a replacement is no longer available for this item as the item is currently out of stock with us, however, the refunded amount can be used to repurchase the same item from a different seller on our website:
*************************************************

Please write back to us and let us know if you would prefer a refund to your amazon gift card balance, or your original payment method.

Please feel free to contact us directly by replying to *********************************************** if we can be of further assistance.
Best regards,
Priyanka
Amazon.com
Customer Answer
Date: 12/27/2023

Complaint: 21054316

I am rejecting this response because: the sellers that are selling it is twice as much as I paid for it. I ordered the game on December 5th which was early and paid for it. This ruined my son's Christmas, I feel I should be able to purchase the same item for the same price not twice the price, when the mistake was not my fault

Sincerely,

*************************
Business Response
Date: 01/09/2024
Hello ******,

I'm Priyanka 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 hope this email finds you well. Thank you for writing back to us.

While we respect your request for additional compensation for this experience, we're unable to offer monetary compensation beyond what has been offered.

Ive reviewed this matter in its entirety, and it's not one we're able to accommodate when applied fairly to all of our customers. Because of this, we must sometimes make a decision to stand behind a policy knowing it will be disappointing to one, but acknowledging that it's truly in the best interest of all of our customers.

We strive to make shopping and delivery delightful for Amazon customers, and I appreciate that you took the time to contact us. Please be assured that we would definitely work on your feedback and ensure that such issues do not arise in future.

We look forward to serving you again - and serving you better - next time.
Best regards,
Priyanka
Amazon.com
Customer Answer
Date: 01/09/2024

Complaint: 21054316

I am rejecting this response because: the problem was resolved within amazon, you guys are so focused on saving a dollar and covering up, nobody realized there was a code in the ************ did not contain a disc. Thank you issue is resolved next time learn your packages for this ruined my son's Christmas because you guys were worried about covering up your mistakes

Sincerely,

*************************
Initial Complaint
Date:12/25/2023
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 purchased a Rinsework product in 2022 and never used. I decided to use it last week as I needed a replacement last week. It did not work and was defective. ******* noticed that this was leaking
Business Response
Date: 12/26/2023
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 Rinsework product.

Our returns procedures state that within 30 days of delivery of your order, you may return most merchandise in new condition, with the original packaging and accessories, or any defective merchandise, for a full refund.

Since the order was placed in 2022 and due to the amount of time lapsed from 30 day return window, we are unable to take action on it.

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,
*********
Customer Answer
Date: 12/26/2023

Complaint: 21054258

I am rejecting this response because: I understand this but I never attempted to use the product except this week. I always buy spare items for my restroom. This very unfair.

Sincerely,

*****************************************
Initial Complaint
Date:12/25/2023
Type:Customer Service 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've noticed that competitors have attacked my ASIN B08DVH5K4X. I discovered several fake reviews from non-existent customers on ASIN B08DVH5K4X. For instance, my ASIN B08DVH5K4X received a review from "*********************************" (review ID: ***************. However, upon attempting to contact "*********************************", the Amazon system clearly identifies that her email address has been deactivated. Correspondingly, ******** system detected this fake person and deactivated the email address associated with her customer account. Additionally, several other reviews are worth noting, as mentioned in the attached documentation. All customers mentioned in the attached documentation exhibited specific and unusual behavior distinct from all other customers. They left fake reviews mentioned in the attached documentation but showed no other activity on Amazon. Moreover, they ignore any attempts at contact. Such behavior is typical only for bots or fake accounts whose sole purpose is to leave negative review and abandon the customer account. Based on the above, I request Amazon Support to review the list of fake reviews in the attached *** file named "Fake reviews". Amazon Support can also review my proofs in the attached *** file named "Proofs". Following this, I kindly ask Amazon Support to remove the fake reviews that I mentioned in the *** file named "Fake reviews". I sincerely hope for highly qualified cooperation from Amazon Support in establishing fair competition. Many thanks for considering my request.
Business Response
Date: 12/28/2023
Hello,
We have reviewed the information provided and taken appropriate action. We are unable to provide information on details of our investigation.
Thanks,
Amazon.com Seller Performance
Customer Answer
Date: 01/03/2024

Complaint: 21054164

I am rejecting this response because: I want to provide additional clarification to Amazon Support for a more detailed handling of my request. According to the response from the business, the Seller Performance Team processed my request. However, the Seller Performance Team is not the responsible team for removing fake reviews. The responsible team for addressing my issue is the Review Moderation Team.

My request was directed to the wrong responsible team and still needs to be resolved, although the Seller Performance Team claims to have taken appropriate action. As such, I request active engagement from the Review Moderation Team, not the Seller Performance Team, to resolve my issue.

I want to remind the Review Moderation Team about the initial problem for a detailed review. I've noticed that competitors have attacked my ASIN B08DVH5K4X. I discovered several fake reviews from non-existent customers on ASIN B08DVH5K4X.

For instance, my ASIN B08DVH5K4X received a review from "*********************************" (review ******************. However, upon attempting to contact "*********************************", the Amazon system clearly identifies that her email address has been deactivated. Correspondingly, ******** system detected this fake person and deactivated the email address associated with her customer account.

Additionally, other reviews are worth noting, as mentioned in the attached documentation. All customers mentioned in the attached documentation exhibited specific and unusual behavior distinct from all other customers. They left one fake negative review mentioned in the attached documentation but showed no other activity on Amazon. Moreover, they ignore any attempts at contact. Such behavior is typical only for bots or fake accounts whose sole purpose is to leave negative reviews and abandon the customer account.

Based on the above, I request the Review Moderation Team (not the Seller Performance Team) to review the list of fake reviews in the attached PDF file named "Fake reviews". The Review Moderation Team can also review my proofs in the attached PDF file named "Proofs".

Following this, I kindly ask the Review Moderation Team to remove the fake reviews I mentioned in the "Fake reviews" PDF file. I sincerely hope for highly qualified cooperation from the Review Moderation Team in establishing fair competition.Many thanks for considering my request.

Sincerely,

******* Alpha Premium Store Nezhdanova
Business Response
Date: 01/08/2024
Hello,

Thank you for letting us know that this Customer Reviews issue *** violate our policies.

We have investigated the situation, and have taken the appropriate action. For privacy reasons, we cannot share the results of our investigation with the reporting party.

Amazon Review Moderation team
Customer Answer
Date: 01/09/2024

Complaint: 21054164

I am rejecting this response because: I discovered that the Amazon Review Moderation team did take appropriate action, and I appreciate their active involvement in establishing fair competition on Amazon.

However, during the investigation period by the Amazon Review Moderation team, I detected additional fake reviews. For instance, a review from a customer named **** (Review ID: ***************. This customer left three identical reviews on different products within the same category. Hence, the customer named **** is spamming reviews, misleading other honest customers.

I've attached an updated list of fake reviews to my response. Please review the *** file titled "Updated list of fake reviews". Additionally, I've attached updated evidence of these fake reviews. Please review the *** file titled "Additional proofs".

Furthermore, I want to bring to the attention of the Amazon Review Moderation team that the **** B08DVH5K4X was also attacked by fake 1* ratings (without text. NOT reviews).Please note that I'm specifically referring to ratings. I can't provide direct links to these ratings as they're just 1*, negatively impacting the overall rating of **** B08DVH5K4X.

I've noticed a non-ordinal increase of fake ratings between October 23 and November 25. Over 13+ ratings were left during this period, which is not a usual growth in negative ratings for **** B08DVH5K4X.

Based on the aforementioned, I request the Amazon Review Moderation team to take the following additional actions:

1) Remove the additional fake reviews mentioned in the "Updated list of fake reviews" *** file.

2) Remove the fake negative 1* ratings left between October 23 and November 25. Please note that I can't provide links to these fake ratings as they are NOT reviews.

I sincerely hope for further support from the Amazon Review Moderation team in establishing fair competition and taking the appropriate actions requested in this response.Thank you so much for your attention and participation.

Sincerely,

******* Alpha Premium Store Nezhdanova
Customer Answer
Date: 01/10/2024
I discovered that the Amazon Review Moderation team did take appropriate action, and I appreciate their active involvement in establishing fair competition on Amazon.

However, during the investigation period by the Amazon Review Moderation team, I detected additional fake reviews. For instance, a review from a customer named **** (Review ID: ***************. This customer left three identical reviews on different products within the same category. Hence, the customer named **** is spamming reviews, misleading other honest customers.

I've attached an updated list of fake reviews to my response. Please review the *** file titled "Updated list of fake reviews". Additionally, I've attached updated evidence of these fake reviews. Please review the *** file titled "Additional proofs".

Furthermore, I want to bring to the attention of the Amazon Review Moderation team that the **** B08DVH5K4X was also attacked by fake 1* ratings (without text. NOT reviews). Please note that I'm specifically referring to ratings. I can't provide direct links to these ratings as they're just 1*, negatively impacting the overall rating of **** B08DVH5K4X.

I've noticed a non-ordinal increase of fake ratings between October 23 and November 25. Over 13+ ratings were left during this period, which is not a usual growth in negative ratings for **** B08DVH5K4X.

Based on the aforementioned, I request the Amazon Review Moderation team to take the following additional actions:

1) Remove the additional fake reviews mentioned in the "Updated list of fake reviews" *** file.

2) Remove the fake negative 1* ratings left between October 23 and November 25. Please note that I can't provide links to these fake ratings as they are NOT reviews.

I sincerely hope for further support from the Amazon Review Moderation team in establishing fair competition and taking the appropriate actions requested in this response. Thank you so much for your attention and participation.
Business Response
Date: 01/17/2024
Greetings from Amazon Services,

We understand that the Seller is contacting us regarding their request to remove the fake reviews on their product for ASIN B08DVH5K4X.

We have reached out to our customer reviews team to investigate their review. Kindly inform the seller that our concerned team will reach out to them directly once they have finalized their review.
Customer Answer
Date: 01/25/2024
I would like to remind the Amazon Support responsible team that I am still awaiting their investigation and updates regarding my case. On January 17, I received a response through my Complaint ID ********. However, it has been 8 days, and the responsible Amazon Support team, as indicated in the business response, has yet to contact me.

Please do not misunderstand me, but I feel my request has been lost within the Amazon system or ignored by the responsible team. As far as I know, Amazon Support processes consumer requests (such as mine) within 1-3 days. However, as you see, the investigation of my case has been delayed.

Based on the above, I request the responsible Amazon Support team to provide me with updates regarding the current investigation and take appropriate action, as indicated in the response from January 17.

Please refer to my additional information forwarded by BBB through this Complaint ID ******** on January 16. I would like to remind Amazon Support that my request remains the same. I mean the removal of fake negative reviews and ratings on my ASIN B08DVH5K4X, the list of which BBB forwarded to you on January 16. I sincerely hope for qualified assistance and prompt updates regarding investigating my issue. I really appreciate any help you can provide.
Business Response
Date: 01/30/2024
Hello,
Thank you for letting us know that this Customer Reviews issue *** violate our policies.
We have investigated the situation, and have taken the appropriate action. For privacy reasons, we cannot share the results of our investigation with the reporting party.
Amazon Review Moderation team
Customer Answer
Date: 01/31/2024

Complaint: 21054164

I am rejecting this response because: According to the previous business response, the Amazon Support team stated that the responsible team took appropriate action. However, I see that no actions have been taken,and I haven't received any notification from the Amazon Support representative through internal communication channels regarding the rejection or acceptance of my report. No actions have been taken by the responsible Amazon Support team (Review Moderation Team), and no information has been provided to me, despite previous instances where an Amazon Support representative usually informed me about ongoing investigations.

Therefore, the Amazon Support representative might have made false statements, or the responsible team did not take appropriate action despite the representative's claim that actions were taken. In other words, the Amazon Support representative might have provided inaccurate information about the investigation.

I sincerely hope the Amazon Support representative made an error in their statements, as the information I provided fully confirms competitors' attacks on my **** B08DVH5K4X. It is evident to any reasonable person familiar with basic Amazon Policies.

Here is a list of reviews that the responsible Amazon Support team (Review Moderation Team) has not processed:

1. ******************************************************************
Order **********************

2. ******************************************************************
Order **********************

3. ******************************************************************
Order **********************

4. ******************************************************************
Order **********************

5. ******************************************************************
Order **********************

So, I would like to remind the responsible Review Moderation Team about my request. I detected fake reviews on **** B08DVH5K4X. For example, the first review from the list above is from a customer named **** (Review ID: ***************. This customer left three identical reviews on different products within the same category, thus spamming reviews and misleading other honest customers.

All other reviews and "customers" who left them are the same spammers, competitors bots or abusers of Amazon Policies as the customer named ****. I've attached updated evidence of these fake reviews. Please review the *** file titled "Proofs".

Furthermore, I want to bring to the attention of the Amazon Review Moderation team that the **** B08DVH5K4X was also attacked by fake 1* ratings (without text), negatively impacting the overall rating of **** B08DVH5K4X. I can't provide direct links to these ratings as they are just ratings, not reviews.

I noticed a non-ordinary increase in fake ratings between October 23 and November 25, with over 13+ratings during this period. It is not the usual growth in negative ratings for **** B08DVH5K4X.

Based on the above, I request the Amazon Review Moderation team to take the following additional actions:

1) Remove fake reviews mentioned above because these reviews were not processed by the responsible team.

2) Remove fake negative 1* ratings left between October 23 and November 25. Please note that I can't provide links to these fake ratings as they are NOT reviews.

I sincerely hope for further support from the Amazon Review Moderation team in establishing fair competition and taking the appropriate actions requested in this response. Thank you so much for your attention and participation.

Sincerely,

******* Alpha Premium Store Nezhdanova
Initial Complaint
Date:12/25/2023
Type:Sales and Advertising 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 attempted to place an order by logging in with MY email and MY password and trying to buy a gift card. Some minutes pass and I receive an email that my account was auto locked because they think someone gained access to my account. How would I be in my email logging into my account if it was someone else? To further complicate matters they require an upload of personal information to regain access to my account. I do not trust a company that is monitoring all credit card usage and wants copies of cards for trying to buy a small amount.
Business Response
Date: 01/23/2024
Hello ******,

I'm Priyanka 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 hope this email finds you well.

Upon reviewing the account linked to the email address provided with this complaint, we find that it is currently in normal status, and verified that you've regained access with the help of our **************** team on Monday, December 25, 2023 at 11:49 AM (PST).

I apologize for the inconvenience this has caused. Thank you for your understanding.
Best regards,
********
Amazon.com
Initial Complaint
Date:12/25/2023
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.
Amazon is locking me out of my account saying my otp is incorrect even though I am cutting and pasting it into the browser. Now I have multiple very very unhappy kids on Christmas. I can't set anyone's devices up...and every time I call Amazon it is so broken up and choppy I can't even hear the associates. So despite thousands in Amazon devices and sales over 20 years I am sitting here in tears on Christmas with very disappointed family members. Additionally, I ordered a Kindle scribe. It had some cosmetic issues. Amazon told me to keep it and they would send a replacement. They said I could let my child use it to read.now I've gifted this to my young son and it won't work. Here I though Amazon was being so generous and wonderful.... and it won't even work. So much time wasted on this. I'm so disgusted.
Business Response
Date: 12/26/2023
Hello *****,

I'm Priyanka 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 to hear about the trouble you've had with both your account, and the Kindle scribe, along with the impact this has had.

Upon reviewing your account, I see that ****** verification has been disabled and that you've been able to sign in as of Monday, December 25, 2023 at 9:52 PM (PST).

As for the Kindle scribe, could you please write back to us with the order ID so that we can investigate this further you?

Please feel free to contact us directly by replying to *********************************************** if we can be of further assistance.
Best regards,
Priyanka
Amazon.com
Customer Answer
Date: 01/08/2024
I received this email 5 days ago but it says the complaint is closed because it was outside the 7 day window? I have not heard from Amazon
The order numbers are
114-9890702-5514645
113-3882824-9741047
113-0140349-2940210

The outcome I am looking for is either the scribe to be activated and usable or at the very least a refund between the black friday price of the 32 gb scribe and what I paid for the refurbished one I was forced to purchase.
**********;

Business Response
Date: 01/10/2024
Hello *****,

I'm Priyanka 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 hope this email finds you well. Thank you for writing back to us with the requested details.

I've been working closely with the relevant department and they've replied as follows:

"We do not advise using the original device, only the replacement. Please also note, we won't require a device return. We advise you get rid of your old device in compliance with all applicable laws and regulations. Your local government may have a hazardous waste disposal website or hotline that you can contact. You might also be able to call a local recycling center and ask whether they will accept your device.

In addition, you can refer to our help pages for additional instructions on how to recycle your Amazon device:

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

I've made sure the management team is aware of this error, and I can assure you appropriate training has been provided so this doesn't happen again in the future.

I'm sorry for the time and effort you've spent trying to resolve this matter. As a small token of apology, I've added a $30 Amazon.com Gift Card to your account. It will apply to your next order, and you can view your balance and usage history in Your Account here:

*************************************************"

Please feel free to contact us directly by replying to *********************************************** if we can be of further assistance.
Best regards,
Priyanka
Amazon.com

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