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

59,742 total complaints in the last 3 years.
21,480 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:01/23/2025
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.
Ten months ago (March 2024) I pre-ordered a copy of a book called Onyx Storm on Amazon for delivery on Jan 21, 2025. It is now Jan 23 and the book has still not arrived. I chatted with Amazon support on the Amazon app for more than 1 hour (!) and they could not replace the book for me, even though I see it is available for order on amazon.com. They issued a refund, which I repeatedly stated I DO NOT WANT as the book is now more expensive than it was when I previously ordered it, and it's not my fault that Amazon messed this up. They also issued the refund to an Amazon gift card instead of to the original payment method, which is unacceptable to me.The customer service experience was BEYOND inept and so frustrating. I was transferred to like 10 different agents, they kept asking the same questions, and not a single one solved my problem. I am so angry with Amazon. How can it be this difficult???
Business Response
Date: 01/25/2025
Hello,

I am ******** 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'll be happy to look into the book order for you however I see the email id provided to us is not the registered email id on the account associated with the order# you have provided.

To ensure the security and privacy of our customers' information, we are only able to address account-specific inquiries when they are received from the email address registered to the account in question.

In light of this, we kindly request you to please reply to this email using your registered email id on the account. This will enable us to provide you with the necessary assistance promptly and efficiently.

Please be advised that if you are unable to contact us from the registered email address, we regrettably will not be able to proceed with your request regarding this matter.

It is important to note that this procedure is in place to protect your account and maintain the highest standards of security. By adhering to this policy, we ensure that only authorized individuals can make changes or access information related to an account, thus preventing any unauthorized alterations.

Thank you for your understanding and cooperation.

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

We look forward to seeing you again soon.

Regards,
******** A
Amazon.com
Customer Answer
Date: 01/27/2025
********************************************
Business Response
Date: 01/28/2025
Hello,

I am ******** 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.

Thank you for writing back to us using your registered email id. I appreciate it.

Upon checking on the order details, I see the replacement option was not available hence a refund was issued. This order was paid using your gift card balance on the account hence the only option to refund to gift card balance (the source).

To help you on this, I've added additional balance of $21.54 (equal to order value) to your gift card balance on the account. This will be available to use in next 2-24 hrs. I request you to please reorder that book and you may use this balance and make the payment for the difference.

I hope this will cover the difference for the book (if you reorder now).

I appreciate your understanding and patience.

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

We look forward to seeing you again soon.

Regards,
******** A
Amazon.com
Customer Answer
Date: 01/28/2025

Complaint: 22849565

I am rejecting this response because: Amazon declined to replace the item that they failed to deliver to me, but rather put work back on me to handle the issue, after I already spent 90 minutes dealing with their completely unhelpful customer service about this last week. They are also only giving a very short timeframe in which I can reorder the book with a gift card. The whole handling of this situation is so incredibly poor.

Sincerely,

****** ******
Initial Complaint
Date:01/22/2025
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.
Again, an order is late. This is becoming the norm. I contacted customer service and received the usual answer; it should be there in 5 days and if not you can cancel. We will then issue a refund upon return. The issue is, it is up to me to get the item to an *** store and this is not easy for me. Neither is trying to catch the driver to refuse. I should not be inconvenienced because you, Amazon again failed. The shipper is Amazon
Business Response
Date: 01/24/2025
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 tried to find the order ID you are referring to but couldn't find it with the email address you've contacted us with, please write back to us with the order ID so that we can check the details and provide a response.

We appreciate your patience and look forward to seeing you again soon.

Customer Answer
Date: 01/24/2025

Complaint: 22845660

I am rejecting this response because: requested info is below. I use ******************* for amazon
Order Details

Ordered on January 21, 2025 Order# 111-2686969-1570652

Shipping Address
***** m. ******
*****************
*********, ** 19053-3570
*************
Payment method
AMEXending in 6494

Order Summary
Item(s) Subtotal:
$29.97
Shipping & Handling:
$0.00

Total before tax:
$29.97
Estimated tax to be collected:
$1.80

Grand Total:
$31.77

Sincerely,

*** ******
Business Response
Date: 01/28/2025
Hello *** ******,

Thanks for writing back to **. I hope this email finds you well.

I've checked the details of the order you've provided and tried to create a return pickup for refund but it is not showing free as it is showing $7.99 for pickup.

However, to make an exception, I've issued a refund of $31.77 to your original payment method and you do not have to return the item and we apologize for the inconvenience caused.

We appreciate your patience and look forward to seeing you soon.

Customer Answer
Date: 01/28/2025

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:01/22/2025
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 January 06, 2025, I submitted an order for a XL Grunt Style T-Shirt (order # ***-1512025-4604231). For some reason, either because of Grunt Style or Amazon, the order sat without anything happening until January 20, 2025. The order sat so long in a stagnant status there became a problem with my payment method, which was declined. I received an email from Amazon about the payment being declined on January 20, 2025. From the Amazon email, I was given a link to update my payment method which I did. The new payment method now shows on the original order dated January 06, 2025, but the package from Grunt Style never shipped. From tracking on the Amazon email, it shows "ordered", but nothing has happened. I submitted a complaint with Amazon, but they have done nothing.
Business Response
Date: 01/24/2025
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 checked your issue regarding the delivery of the order ending with 4231.

Upon checking the details of the order I see that after updating payment method, the item has shipped on 23rd and is out for delivery and the delivery date currently shows for Sunday 26th 2025.

I'd request you to please wait for the date above for the delivery and if you do not receive by that date, please reach out to us and we will check for the details.

We appreciate your patience and look forward to seeing you again soon.
Customer Answer
Date: 01/24/2025

Complaint: 22845180

I am rejecting this response because:

I responded by email to Harieshs email he sent to me outside of the BBB. Im not alright with just being patient. I am not alright with Amazon shipping the package and paying for it because I complained through the BBB.
*he BBB said I couldnt write a complaint against the *******************. I want the * Shirt now for free. I cant ask that through Grunt Style because the BBB says Amazon is Solely at fault. I noticed that Amazon is trying to ignore the fact that I want shipping waived. I want the * Shirt and Delivery Shipping costs to be covered by Amazon. Amazon is a billion dollar conglomerate, Amazon waited 3 weeks to ship this product. Amazon is not doing its job and Amazon can afford to eat the cost of a * Shirt and Shipping.
Business Response
Date: 01/28/2025
Hello **** ******,

Thanks for writing back to **. I hope this email finds you well.

I've checked the details of the order and see that it is delivered to you on 26th Jan, and I do apologize for the delay in the response and to compensate for the inconvenience caused, I can issue a refund of $20 to your gift card balance but will not be able to issue the refund for full order as it is delivered.

Please let us know if you'd like us to process this gift card.

We appreciate your patience and look forward to seeing you again soon.

Customer Answer
Date: 01/28/2025

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:01/22/2025
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 am writing to formally address the recent actions taken regarding my seller account and to express my concern about the inconsistencies in your handling of my case. ***** has taken away my opportunity to appeal, violating the Amazon Services Business Solutions ************ per your communication in August 2024, I was explicitly instructed to submit a Plan of Action in order to facilitate the reinstatement of my account. I complied with this request and submitted multiple appeals, including the necessary documentation and a comprehensive Plan of Action, yet none of my submissions have been reviewed or addressed in any meaningful ****** is extremely concerning that, despite my adherence to your stated procedures, I received no response or acknowledgment of my appeals. Moreover, your recent action of removing my right to appeal by revoking the appeal button is not only unprecedented but also directly contradicts your prior notification, which clearly stated that I should provide a Plan of Action to initiate the account reinstatement process.This action effectively denies me the right to a fair review and due process, which I am entitled to under Amazons own policies. As a seller, I am entitled to have my appeals properly considered and a fair opportunity to rectify any issues or misunderstandings. The current handling of my case appears to be in violation of these rights, and I request that my appeals be thoroughly reviewed in accordance with Amazons established policies.Amazon refusal to review my submissions and the abrupt revocation of my appeal rights constitute a failure to provide adequate notice and transparency, as outlined in Amazons Guidelines. This is a breach of the principles of fairness and due process that should govern interactions with your sellers.I kindly request that you reconsider your position, restore my ability to appeal and ensure that my account is reviewed in accordance with Amazons stated procedures. Best regards!
Business Response
Date: 01/24/2025
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 listing(s). 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 on1/25/2025
Sincerely,
Amazon.com
Initial Complaint
Date:01/21/2025
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.
On December 27, 2024, I received an iPhone 14 Pro Max I purchased through Amazon, but it arrived defective with the screen detached. I immediately returned the product through **** the same day, and tracking shows the seller received it on December 30, 2024.When I didnt hear back from the seller by January 3, 2025, I filed a refund request through Amazons A-to-Z Guarantee program. On January 6, the seller contacted me asking for the return tracking number, which I provided. On January 7, they claimed the package hadnt arrived, despite **** tracking clearly showing it was delivered on December 30.Since then, Ive contacted Amazon customer service multiple times and provided: The **** tracking information confirming delivery, A photo of the defective product as it arrived, Screenshots of my communication with the seller and Amazon.Despite all this evidence, my refund request has been denied twice. I am now out $612, with no product and no explanation as to why Amazon is siding with the seller, who has not responded further.This situation has been incredibly frustrating and financially burdensome. I trusted Amazons A-to-Z Guarantee to protect me in cases like this, and Im disappointed by the lack of resolution.I kindly request the BBBs assistance in resolving this matter and securing my rightful refund.
Business Response
Date: 03/13/2025
Hello Celine,

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've reviewed the complaint and understand your concern regarding refund on the item that was returned.

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

Upon reviewing the details, I see a refund of $686.49 was processed to your Amazon gift card balance on your account.

To access your gift card balance and usage history, visit Your Account: **********************/gp/css/gc/balance/

Thank you for your understanding. Have a great day ahead!
Regards,

Srilaxmi
Amazon.com
*****************************
Initial Complaint
Date:01/20/2025
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.
I am filing this complaint due to an issue I have experienced with Amazon, in which they have been withholding my earned funds from sales made on the platform. Amazon claims an unequivocally false reason for withholding my money, stating that I am "engaging in deceptive, fraudulent, or illegal activity, including the sale of inauthentic items." This issue has been ongoing since November 2024. To address Amazons concerns, I have provided substantial evidence, including my ID, passport, bank statements, and invoices/proof of purchases from legitimate suppliers to show that the items I am selling are genuine. Despite this, Amazon continues to reject this evidence without explanation or valid reasoning. Currently, Amazon owes me over $1,200, which I have been waiting for nearly three months to receive. Additionally, Amazon has charged me numerous, seemingly arbitrary fees, such as small charges ranging from $3 to $50, which are listed simply as "other" or "adjustment," with no further explanation. Also exorbitant fba removal fees for EXPIRED ITEMS I SENT ALMOST A YEAR AGO AND DID NOT REQUEST TO BE SENT BACK! Amazon has also continued to charge me FBA storage fees for inventory that remains in their warehouses, while simultaneously deactivating my selling ********** is both illogical and unfair for Amazon to charge me fees for inventory I cannot sell due to the deactivation of my account. As a result of this situation, I am requesting that Amazon pay me the money I am owed, plus interest, for the lost income, the unnecessary fees they have charged me, and the time I have spent waiting for resolution. I would appreciate a thorough review of this matter and a response outlining how Amazon plans to resolve this situation. Thank you for your attention to this complaint.
Business Response
Date: 01/24/2025
Hello,

We received the latest correspondence related to the complaint ********. After carefully reviewing Sos Brand/The *** Brand's account, we concluded that the actions taken were correct and followed the Amazon Services Business Solutions Agreement and our Funds Disbursement Eligibility Policy.

You can find more information about the policies that led to this decision in the following links:
-- "Amazon Services Business Solutions Agreement".
*******************************************************************************;
-- "Funds Disbursement Eligibility Policy".
******************************************************************************************
Customer Answer
Date: 01/25/2025

Complaint: 22836878

I am rejecting this response because Amazon has given no sufficient reasoning and evidence as to how anything I've done has been "illegal" or "counterfeit." They have purposefully given me the run around and this lame excuse each time so they can purposefully withhold paying me my own money! I have uploaded my ID, passport, purchase receipts, bank statements! What more can one do to show the legitimacy of their business practices on amazon? This treatment has been absolutely deplorable and i will continue to plan to take legal action if my money is not return back to me!

Sincerely,

*** O
Initial Complaint
Date:01/17/2025
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 urgent request is related to the unjustified debiting of funds from my seller account on **********************. My funds were improperly debited and as of now, my account is active, perfectly functional and there are no violations that would give Amazon the right to debit my account. On January 14, 2025, my seller account was reinstated (see the enclosed notification titled Account reactivation). However, on August 29, 2024, two transactions were debited from my account balance, in the amounts of $3,427.73 and $810.58 (Transactions report is attached). I did not submit any withdrawal requests, as I was in the process of reactivating my account, including completing video *************** the time the funds were debited, my account was deactivated, which rules out any possibility that these transactions were related to advertising fees. As can be verified, the transaction type is listed as "other."The funds available at the time of account deactivation are rightfully mine, as they were earned through the sale of goods. The account is now active, as I have successfully demonstrated the legality of my business, the authenticity of the products I sell, and the necessary permissions to do so.I kindly request that you review these transactions and return the funds that were unjustly debited from my account.Thank you for your prompt attention to this matter.Sincerely, ******** ********
Business Response
Date: 01/21/2025
Hello,

We have received the seller's appeal and it is still under review. We will send an email to the seller's registered email address when we have a resolution.
Business Response
Date: 01/22/2025
Greeting from Selling Partner Support,
The seller can now reach out directly via email at disbursement-******************************** to request the return of their funds.
Regards,

Customer Answer
Date: 01/29/2025

Complaint: 22824547

I am rejecting this response because: I submitted a formal appeal to the email address provided by Amazon; however, I have yet to receive any response, acknowledgment, or update regarding my case. My matter has been under review for an extended period, yet during this time, I have not received a definitive response or any updated information. Furthermore, I have not been informed of the current status of my case or whether it is being actively considered.
Amazon has erroneously debited funds from my account. While my account remains active and operational, the funds in question were intended for business development purposes, including the purchase of goods, payment for delivery services, and other related business expenses, rather than being unjustifiably withdrawn by Amazon.
I kindly ask you to return my funds as soon as possible.

Sincerely,

******** ********
Business Response
Date: 01/30/2025
Hello,

We have received the seller's appeal and it is still under review. We will send an email to the seller's registered email address when we have a resolution.
Business Response
Date: 02/01/2025
Hello,

We have received the seller's appeal and it is still under review. We will send an email to the seller's registered email address when we have a resolution.
Business Response
Date: 02/06/2025
Hello,

We have received the seller's appeal and it is still under review. We will send an email to the seller's registered email address when we have a resolution.
Business Response
Date: 02/07/2025
Hello Team,
We have reached out to the Selling Partner regarding their concern. Please advise them to refer to Case ID [***********] for more information.
Customer Answer
Date: 02/12/2025

Complaint: 22824547

I am rejecting this response because: The mail that Amazon gave me, disbursement-********************************* either doesn't work or I'm being ignored. I have sent my request to it, but have not received any response.
My case is not moving forward and Amazon does not provide me with updates on the case. All my inquiries are answered with a reply that the case is still under review. There are no specifics about what is happening with my funds and whether my case is even under consideration.
I am asking for the return of my funds, which were debited illegally, as soon as possible. The delay in the process is harming my business, as Amazon has debited my account with all the money I earned from the sale of the goods.

Sincerely,

******** ********
Business Response
Date: 03/05/2025
Hello,

We have completed the review of the seller account. We sent an email to the seller's registered email address on 03-05-2025 confirming that funds have been disbursed.
Initial Complaint
Date:01/17/2025
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.
In October of 2024,I purchased season 1 and 2 of a series called 911. I purchased the series because I thought it was about Police,Fire and EMS,however after watching it,it was clear the main theme and focus of the series was LGBTQ themes and agenda. I deleted the series from my Amazon account,as it is not something I would watch again,and posted a review warning others of the content.Amazon deleted my review and revoked my right to post any more reviews. This was a waste of time and money for me ,and I am requesting a refund for both seasons in the amount of *****.
Business Response
Date: 01/21/2025
Hello,

Thank you for bringing this matter to our attention.

The information provided is insufficient to conduct a holistic investigation. Please reply with valid Order ID or specific examples which can help us investigate and take appropriate action.

Sincerely,
Amazon
Customer Answer
Date: 01/21/2025

Complaint: 22824255

I am rejecting this response because: I have already provided the order numbers in the complaint,they are as follows-D01-*******-******* for $13.86,and D01-702897-4905813 for $8.53. The dates of purchase were October 21,and October 18 respectively.

Sincerely,

***** ********
Business Response
Date: 01/23/2025
Hello,

I'm sorry to hear about any inconvenience youve experienced.

Moreover, you can cancel a Prime Video order within ****************************************************** downloading the video.

Otherwise, unfortunately, Prime Video orders arent returnable after purchase.

We provide this information at the time of purchase and in the Prime Video Terms of Use: ****************************************************?.

If you need help with downloading or with accessing your videos, please contact us by phone or chat via the following link:

***********************************************************************************?.

Thank you for using Prime Video.

Regards,

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

Customer Answer
Date: 01/23/2025

Complaint: 22824255

I am rejecting this response because:The videos were presented as being about EMS,Fire and Police,there was no mention that they were full of homosexual themes,and situations,which makes it false advertising.I was dissappointed and disgusted by their content,and have deleted them from my account,and feel my money should be refunded.There is also the issue of Amazon deleting my negative review about the series,and more troubling still,Amazon denying me my 1st ammendment right by revoking my right to post anymore reviews. Amazon's community guidelines policy cannot take away a customers 1st ammendment right to freedom of speech,and that is what they did when they revoked my right to post ********** review voiced my disgust with the blatant homosexuality in the series,and contained a Bible verse,Leviticus 18:22."thou shall not lie with a man as one lies with a woman,that is abomination".Religious freedom,as well as freedom of speech are protected under the 1st ammendment,and federal law. I am requesting a full refund,and that Amazon restore my 1st ammendment rights,under the constitution,by restoring my ability to post reviews.

Sincerely,

***** ********
Business Response
Date: 02/01/2025
Hello *****,

You can cancel Prime Video orders from Your Account within 14 days of purchase, only if you havent streamed or downloaded the video. Otherwise, Prime Video orders arent returnable after purchase.

We provide this information at the time of purchase and in the Prime Video Terms of Use: ****************************************************

Because of the circumstances, I've made an exception and issued a refund in the amount of $13.86, $8.53. You'll see the refund on your credit card statement in the next 3-5 business days.

The videos were removed from your Purchases & Rentals as part of the refund process.

Visit ***************************************************** to learn more about canceling an accidental Prime Video order.

For further details about setting up a PIN number to restrict purchases on ********************** Video, visit:

************************************************************************************.

With regards to the review pertaining to Order numbers D01-702897-4905813 / D01-3095871-9945848, we ask you to write to our dedicated team at *************************************************************** with the detailed query for them to review and resolve.

Thank you for using Prime Video. Have a great day!

Regards,

Srujan K
Amazon.com
********************************
Customer Answer
Date: 02/03/2025

Complaint: 22824255

I am rejecting this response because: Amazon was generous in refunding the cost of the videos,which I do appreciate.The more serious issue,however has not been addressed,or corrected. Amazon did not simply delete the review I posted,which would have been reasonable,they also disabled my accounts ability to post any future reviews,in essence,denying me my 1st ammendment right to freedom of speech,which is not reasonable,or legal. Amazon needs to restore my ability to post reviews,and my 1st ammendment rights. Amazon cannot enforce "policies" that deny 1st ammendment rights,or violate federal civil rights laws. My review had a Bible verse in it,which is another right covered under the 1st ammendment "freedom of religion". I hope that Amazon will reconsider and rescind its rash decision,so that this will not become a more serious legal issue moving forward.

Sincerely,

***** ********
Business Response
Date: 02/06/2025
Hello,

I'm ********* from Amazon.com responding on behalf ******.
Kindly, share a snapshot of the error message displayed, when posting a review including the product link, so that we can review and help you with it.
Thank you for your patience and understanding in this regard.
Regards,
*********
Customer Answer
Date: 02/07/2025

Complaint: 22824255

I am rejecting this response because:My ability to post reviews,and my 1st ammendment right to free speech,have not been restored.

Sincerely,

***** ********
Initial Complaint
Date:01/16/2025
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.
To summarize my complaint:1)The air conditioner purchased on Amazon platform through a third-party seller is defective, see Attachment 2.2)Amazon **************** Desk approved the return request and instructed MRO to take back the unit and refund the customer, see Attachment 3 and ******* The Next Day refused Amazon **************** instructions for the unit return and insisted that once the unit is installed it cannot be returned for refund or replacement, see Attachment 5.4)Amazons A-to-Z Guarantee policy has a pre-requisite that if a customer makes a claim through his bank (Discover) then he is not eligible for compensation by the guarantee, see Attachment 6.5)The manufacturer of the unit (*******) refused to work with individual customers for warranty or repair. So, for any post sale warrantee or repair work the consumer must hire a contractor to restore the unit.6)3), 4), and 5) policies were not made clear at the time of purchase and thus is hidden from Amazon customers.7)This complaint pleads for ********************* help to elevate the unfair business practice to Amazon management.See attachment for full complaint letter and 7 attachments.
Business Response
Date: 02/10/2025
Hello,

We have denied the customers request for a refund of USD ******* on order 114-0776070-9030648 as customer failed to return the item within the prescribed return period. To ***** a refund customer has to return the item purchased in the same condition as it was when delivered, within the return period.
Also, it is clearly mentioned in the product description page about the warranty being fulfilled by the manufacturer. Kindly request customer to reach out to the manufacturer to claim their warranty.

Customer raised a chargeback dispute on this order with their card issuer and the dispute is settled in Amazon's favor by their card issuer after thorough investigation.
Kindly request customer to reach out to their card issuer for more information with regards to this refund.

Sincerely,
******
Amazon.com
Customer Answer
Date: 02/15/2025

Complaint: 22819647

Dear *****,
I have reviewed Amazons response to my complaint(ID22819647). I dispute their arguments for denial of refund (return) as detailed below.
I reported the defective AC unit to Amazon the same day (July 18, 2024) a licensed contractor installed the unit and found it defective, I contacted Amazon **************** about the issue and requested to return the product, see Amazon Service instruction to the seller in the same day below:
Dear Amazon Seller, This is Amazons **************** team. A customer reached out to us with some questions about a purchase they made from you. Heres a description of the issue: Product: B07N4CBZ8N Order number: 114-0776070-9030648 Return requested: No Reason for contact: He wants to return the item because he already installed how ever its not working, deffective item. And also, the item is too heavy so he cannot return this item back via drop off, hes requesting for it to be pick up because its too heavy. Please respond to this request within 48 hours. Thanks, Amazon Customer Service (Jul 19, ********* PM)

Please note this customer could not take the unit to a normal shipper like ***** or *** since it was delivered to my address by a special transportation company SAIA when I was not home. The unit is heavy and requires a forklift to move around. Thats why in the instruction Amazon **************** instructed the seller to issue an order to pick up the item. I have been waiting for the seller to provide instructions to return it until this day, see the last communication between Amazon **************** and the seller below at this customers request:
Dear ********************** Seller, This is Amazons **************** team. A customer reached out to us with some questions about a purchase they made from you. Heres a description of the issue: Product: B07N4CBZ8N Order number: 114-0776070-9030648 Return requested: No Reason for contact: Customer has received a damaged item and customer wants return label information to return the item. Please help the customer by providing a proper return label as soon as possible. Please respond to this request within 48 hours. Thanks, Amazon **************** (Jan 15, ********* AM)
Its obvious that this customer has been wanting to return the item since day one but lacked the means of returning it, and the seller did not provide any help or instruction for returning the item after the initial defective product report (July 18, 2024) and through dozens of communications with the customer over 7 months, see previous Attachment 5 (Communications between me and MRO The Next Day).
As to the second reason of denial, this customer filled out a ?250 item technical data sheet as requested by the seller. I also contacted the original manufacturer (*******) for technical support, but ******* refused to work with me since I am not a licensed contractor.
Regarding the third reason for the denial, this customer did raise the chargeback dispute on this order with the Discover Card, but Discover denied the refund based on considerations of financial transactions not the return policy of defective products. Discover stated to me that they are only concerned with the legitimacy of financial transactions, and defective product return is not in their jurisdiction and that shall be Amazons consideration.
I have been with Amazon for many years, and this is the first dispute regarding a defective product. I hold a belief that it has a policy that guarantees that a customer has a right to return a defective product that does not work in the first place. As to the argument by the seller that if a customer installed a defective product, then it cannot be returned. This argument makes no sense. How did a customer know if the product is defective until he hires a licensed contractor to install it, and the contractor finds its defective?
Best regards,

Shihong Song
Initial Complaint
Date:01/16/2025
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.
Dear Better Business Bureau, The fact that Amazon is applying a law they do not know is killing my business. I would like to file a formal complaint against them. Details of the complaint: Amazons system incorrectly flagged my offer for ASIN B0CZ8DFW3Z as a restricted product, resulting in the suspension of my entire account. This action has paralyzed my income for over half a year due to an erroneous product suspension. I provided all the ***** approval certifications to Amazons support teams, and they ignored the evidence submitted. It is concerning that Amazon enforcement teams do not understand documentation from the regulatory body overseeing this law (FIFRA). On 11/21/2024, I submitted an appeal with all the required documentation to reinstate my listing and account, but once again, it was all ignored. A second review of this appeal submission, with a proper understanding of FIFRA, would easily rectify Amazons mistake.Resolution desired:I have helped provide all the Government-approved documents. Please help me reinstate my product and account. Thank you,BIRONG MI Phone number: ************** Merchant Token: A2LJLUSEZOD3DM Zip Code: *****
Business Response
Date: 01/28/2025
Hello,

We have reviewed the sellers account and we are unable to reinstate their selling privileges.

We took these actions because the seller was in violation of our Pesticides Claims policy.

Under the terms of this sellers agreement with Amazon Services, we removed their selling privileges and placed a hold on any funds in their seller account on June 1, ******* notified the seller of this decision by email on that day.

The seller can see balance and settlement information in the Payments section of Seller Central. If they have questions about funds, they can send an email to *********************************************************************

Sincerely,

Seller Performance Team
************************************

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