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

58,769 total complaints in the last 3 years.
22,129 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:12/12/2023
Type:Service or Repair 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.
Two years ago, Amazon did the worst thing an online store can do to its long-time customer. They closed my account due to an alleged UNAUTHORIZED entry into it, but every time I tried to explain it to them, no one responded to my request, I made many calls and sent them many emails and never received a response. My account was closed with money in my gift card balance and the amount of $305 was never returned to me. Your tech support is useless! They tell me to wait and they transfer me from call to call and they never gave me a solution. I need my account or my money back.
Business Response
Date: 12/13/2023
Hello Gizz,

I'm Himaja from Amazon.com. I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB.

I am sorry about the issue you faced with your account.

I understand that you wish to get the gift card balance on the account that's been closed to be refunded..

Upon reviewing, I see that the account linked to the address you've provided is active and has a gift card balance worth $295.10.

In case, you are concerned with any other account linked to a different Email ID, kindly help us with those details so that we can check further and help you accordingly.

Also, please provide us your contact number and your preferred time to receive phone call so that we can arrange a call with our account change team and get your concern addressed.

You can also contact our customer support via:
*****************************************

Thank you for your understanding. We hope to see you again soon.

Regards,

Himaja
Amazon.com
*****************************
Customer Answer
Date: 12/15/2023

Complaint: 20994234

I am rejecting this response because: My account was closed and block two years ago due unauthorized use. I never violated any of your terms! I recover it now and I cannot spent my gift card balance! How do I get my money out of my gift card balance if I can't spend it? I never committed any violation of its terms. I reported unauthorized use 2 years ago!

Sincerely,

Gizz Mccartney
Customer Answer
Date: 12/15/2023
Now they close my account again when they reply to my emails. This is the worst service that I ever see in my life! I claim for my money! I'm tired of calls and messages that DO NOT solve anything!
Business Response
Date: 01/11/2024
Hello Gizz,

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 forwarded the details to the releveant stakeholders. They're currently researching and actively working on the concern for you. Please allow us a few business days to get back to you with an update.

I apologize for the inconvenience this has caused. Thank you for your understanding.
Best regards,
Priyanka
Amazon.com
Business Response
Date: 03/15/2024
Hello Gizz,

I'm Himaja 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 your BBB Complaint and I'm sorry to learn about the issues that you experienced with regards to gaining access to your Amazon.com account.

We will escalate this issue to our Accounts Specialist team for support & assistance. The team will reach out to you for security verification process via call. We request you to please help us with the following information -

Preferred Contact Number -

Best time to call -

Preferred Contact Language -

Customer name -

Customer email address -

We look forward to hearing from you soon.

Regards,

Himaja
Amazon.com
*****************************
Customer Answer
Date: 03/15/2024

Complaint: 20994234

I am rejecting this response because:
It has been more than 3 months since I made the claim and at this point I have NOT received any calls. $300 has been stolen from my account, which access is blocked. I have sent everything they have asked me for over these 3 years and they still have not given me a solution.

Sincerely,

Gizz Mccartney
Business Response
Date: 03/21/2024
Hello Gizz,

I'm Himaja from Amazon.com. Thank you for writing back to us - I've provided the BBB with a copy of this message.

I'm really so sorry for the issue you are facing with your account.

In this case, to help you with this I've escalated your issue to the concerned team and tried all the means to reinstate your account.

However, for us to resolve this issue, we request you to call our customer support team and request to connect to our account change department who can help you with this as it is out of scope for all other departments currently.

Please feel free to contact our customer support and get your issue resolved. To do so, go to "Amazon Customer Service":
*****************************************

I realize you're upset, and I regret we've been unable to address your concerns to your satisfaction. However, we'll not be able to offer any additional insight or action on this matter.

We appreciate your business and hope to have the opportunity to serve you again in the future.
Regards,

Himaja
Amazon.com
*****************************
Customer Answer
Date: 03/21/2024

Complaint: 20994234

I am rejecting this response because:
I CANNOT CALL to your customer service. You SAID that you will call back to my phone number. What is the solution here? I will show all this in the social media

Sincerely,

Gizz Mccartney
Business Response
Date: 04/03/2024
Hello Gizz,

I'm Himaja 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. I hope you find this email well.

I understand that you are unable to contact our customer support team to get your account reinstated.

In this case, I reached out to some internal teams and found out that you will have to contact our account change team to get your account reinstated, as the process can be performed only when you contact our team on live medium.

You can contact us through your Amazon profile. To do so, go to "Amazon Customer Service":
*****************************************

In case if you are unable to contact our account change team, please create a new account and we shall make a one time exception and add the gift card balance worth $295.10 to your new account and you can redeem the same on your new account.

Please feel free to write back to us with your preference so that we can action accordingly.

Thank you for your understanding. We hope to see you again soon.

Regards,

Himaja
Amazon.com
*****************************
Customer Answer
Date: 04/05/2024

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.
I want to state for the record that the problem has been solved. I want to thank the entire BBB team for contacting me directly with the company, although it was not easy to handle the situation that lasted for years, it was perfectly resolved by customer service named ******. I am very grateful for all your help guys.

Sincerely,

Gizz Mccartney
Initial Complaint
Date:12/12/2023
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.
Amazon offered a discount on a product and refused to honor it $8.10 OFF Household Essentials Krush Canvas Utility Tote | Reusable Grocery Bag | Black and White ***** $8.71$17 Amazon.com Price at checkout
Business Response
Date: 12/13/2023
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 understand your concern regarding the price issue of the item you are looking to purchase.

Please know that the price of the items varies from seller to seller, the sizes, availability etc. At anytime the item may have different prices set on our website which are offered by different sellers.

When you want to get any item, I request to please visit our official website ****************************** and search for the item, it will display the accurate and latest/current price for any item available with us and you will be charged for the same at the checkout.

We do not take the responsibility of the prices shown on any third party websites including ****** search. If you find a different price on our official website search than what you are being charged at checkout, please let us know, we'll be happy to help you.

Thank you for your understanding.

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,

********
Amazon.com
***********************************
Customer Answer
Date: 12/13/2023

Complaint: 20994171

I am rejecting this response because:
if there is an ad stating its Amazon they should honor it
Sincerely,

*********************************
Initial Complaint
Date:12/12/2023
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.
1. On October 29, 2023, I ordered a Vitamix **** Professional Blender from the online company Amazon. The total with tax was $383.39.2. The order number was 113-3888427-7436236.3. The box I received did not contain a blender. It contained two small, blue plastic discs. The box was not the right size or weight of one containing a blender. I've attached pictures.4. I initiated a return on November 3rd, 2023. I dropped off the wrong item at a *** Store on November 4th, 2023. The Amazon ************** in ******, ** received the item on November 7th, 2023. (*** Tracking # 1ZA663W99011185464).5. I was originally supposed to receive my refund back to my Discover card on November 23, 2023. I did not receive it.6. Today is December 12, 2023. I still do not have my refund on my credit card. Every time I contact Amazon ***************** whoever I talk to tells me the refund wasn't initiated correctly. The re-issue the refund, then tell me to wait 3-5 business days for the bank to process the refund.7. Every time I've been given a new date (November 29th, December 4th, December 7th, December 11th), the date comes and goes without me receiving the money back.8. I'm exasperated. It's like "Groundhog Day". The Amazon CS reps keep telling me the same thing, make the same excuses, make a new promise date, and I get nothing on the date.I have attached emails and chat correspondence for illustration. I've asked for Escalation withing Amazon, but I always end up with someone who won't look any deeper, and just keep saying, we did it right this time, wait 3-5 business days.I just got a new promise today, but I don't believe I will get the money. Something is in error in the automated system, and no one is willing to fix it. And I'm out nearly $400.Thank you for your help.******* Sites
Customer Answer
Date: 12/12/2023
Hello,
I checked my Discover Card transactions this afternoon, and I now see the credit I've been waiting over a month to receive. I don't think it's coincidental that they finally delivered after I requested your involvement.
Thank you. I'm grateful. But I still think it is shameful that Amazon, in this case, just kept going through the same standard motions, giving the same rote answers, until I had to escalate.
Sincerely,
******* Sites
Initial Complaint
Date:12/12/2023
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 ordered a item from Amazon. It was a basketball goal and I went to put it together and it was missing a piece. I contacted them and they said the return window was closed. I asked for a refund or just for them to send the missing piece. They said they cant send a piece but could do a refund IF I sent a photo of my driver license. I then saw they have been sending that to people. The item was a christmas gift for my kid but they don't want to make it right by sending another product or giving my money back. It was around $75-$80. They ended the conversation when I said it was bad customer service. I would like my money back.
Business Response
Date: 12/14/2023
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.

Upon reviewing the complaint details, I see that you're missing parts from the "aokung Portable Basketball Hoop Stand" and when contact support asked to submit **.

I understand that our concern team requested you to share the ** proof. Due to proprietary nature of our business, I'm afraid that we won't be able to share the details of our investigation methods.

For certain orders, our Specialist team requires a government issued identity proof to investigate the orders. However, the returns and refund process for normal orders still remains unchanged. You shall receive refunds once the items reach our returns center.

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

All personal information that you provide will be handled in accordance with our Privacy Notice. To review our Privacy Notice, go to "Amazon and Your Personal Information":

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

Kindly submit your identity proof to get your concern addressed.

Our team will review your order and your account and verify your identity through one our third-party service providers. Once you have submitted your information through the secure customer portal, it will take us 3 business days to determine an outcome. At that point, you can contact us to learn the outcome of the investigation.

If you wish not to share the requested information, you may continue shopping on Amazon, but you will no longer be eligible for a refund on the order above mentioned order. Also, you will not be able to investigate this order issue further.

We appreciate your time and patience in this regards. We look forward to seeing you again soon.

Regards,
*******
Amazon.com
Initial Complaint
Date:12/12/2023
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.
I requested a refund for items not received and for an item I already returned. I requested feedback from customer service three times and got the runaround. This time Amazon is requesting that I submit private information to get my refund that I am not comfortable with.
Business Response
Date: 12/14/2023
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've reviewed your complaint and I see that you've contacted as you've not received and returned items but weren't refunded and were asked to submit proof.
I understand that our concern team requested you to share the ** proof. Due to proprietary nature of our business, I'm afraid that we won't be able to share the details of our investigation methods.

For certain orders, our Specialist team requires a government issued identity proof to investigate the orders. However, the returns and refund process for normal orders still remains unchanged. You shall receive refunds once the items reach our returns center.

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

All personal information that you provide will be handled in accordance with our Privacy Notice. To review our Privacy Notice, go to "Amazon and Your Personal Information":

************************************************************************************
On checking, I see that you are now refunded for all the mentioned orders and it should posted to the payment method used on 3-5 business days except for #***-4859629-9485853 for which refund is still processing, once its complete we will send you an email confirming the same.
I hope this helps. Please feel free to contact us directly by replying to *********************************************** if we can be of further assistance.

Regards,
*******
Amazon.com

Customer Answer
Date: 12/14/2023

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:12/12/2023
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 purchased Kerasilk hair products from Amazon and they are refusing to give me a refund without me submitting my driver's license. This order was just placed on December 9th.ORDER # ***-0775360-0792224 for $146.56 Order #***-2797373-1968205 for $32.00 (plus whatever sales tax was charged for this item)I would like them to refund my credit card in the amount paid. I have not used these items. Upon further research some of the ingredients are not what I am looking for. One of the items I used by this brand not in the orders above gave me a bad chemical reaction. I simply would like to return for full payment. I don't feel that it is safe to submit my driver's license for a return when there is no evidence of suspicious activity on my account. This is a privacy issue.This is the message I received from Amazon below. Thank you for contacting us regarding your order ***-0775360-0792224.Because we noticed abnormal activity on your account, we need to verify your identity before we can consider your request for a refund or replacement. We may also request additional information before granting your request.How will you verify my identity?In order for us to verify your identity, upload a valid government-issued identity document on the secure customer portal. Note that the following link will expire after 6 days:
Business Response
Date: 12/14/2023
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.

Upon reviewing the complaint details, I see that you've contacted as you're asked to submit ** proof to refund for the "Kerasilk hair products" purchased on Amazon.

I understand that our concern team requested you to share the ** proof. Due to proprietary nature of our business, I'm afraid that we won't be able to share the details of our investigation methods.

For certain orders, our Specialist team requires a government issued identity proof to investigate the orders. However, the returns and refund process for normal orders still remains unchanged. You shall receive refunds once the items reach our returns center.

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

All personal information that you provide will be handled in accordance with our Privacy Notice. To review our Privacy Notice, go to "Amazon and Your Personal Information":

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

Kindly submit your identity proof to get your concern addressed.

Our team will review your order and your account and verify your identity through one our third-party service providers. Once you have submitted your information through the secure customer portal, it will take us 3 business days to determine an outcome. At that point, you can contact us to learn the outcome of the investigation.

If you wish not to share the requested information, you may continue shopping on Amazon, but you will no longer be eligible for a refund on the order above mentioned order. Also, you will not be able to investigate this order issue further.

We appreciate your time and patience in this regards. We look forward to seeing you again soon.

Regards,
*******
Amazon.com
Initial Complaint
Date:12/12/2023
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.
On 10/10/2023, I have purchase three item, Order# ***-8426851-2337032, total cost with tax of $38.99. On 10/15/2023, I have received two of the item: Porcelain Teapot, Chinese Ru kiln glaze teapot, Kung fu teapot. (Blue) and Porcelain Teapot, Chinese Ru kiln glaze teapot, Kung fu teapot. (Blue-small) and both item were defective. On 10/17, I ask Amazon for returning the item and send me a Whole Foods QR code (RMA ID: ************* for both of the item. I went to a whole foods store and they took both of the items and scan them both. I received a drop off confirmation from them that I drop off the item to Whole Foods and got a refund back. On 11/21, Amazon send me a message saying they have not received the item and will charge me again $14.07, if I don't return the item. I contact Amazon about it and told them about me returning both item and they confirm they received both the items but they require me to upload my Gov't ID for verification. I am not sure why they need it since they never ask before but there no reason for online store like Amazon to need my ID. On 12/6, they charge me $14.07 again because they said they still have not received one of the item. I told them many times I have already return both item to Whole Foods but they keep insisting me to upload Gov't ID to process this issue or I will not get my refund back. Also, once I drop both of the items at Whole Foods, it is not my responsibility anymore but Amazon refuse to listen and keep asking for my ID or else I will not get my refund back even though I already told them I have return both of the item. I don't feel safe sending them an ID for an refund that no online store have the right to ask. It is not legal for Amazon to hold my refund hostage unless I give them my ID.
Business Response
Date: 12/14/2023
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.

Upon reviewing the complaint details, I see that you were charged for an item you already returned and when contacted support were asked to submit **.

I understand that our concern team requested you to share the ** proof. Due to proprietary nature of our business, I'm afraid that we won't be able to share the details of our investigation methods.

For certain orders, our Specialist team requires a government issued identity proof to investigate the orders. However, the returns and refund process for normal orders still remains unchanged. You shall receive refunds once the items reach our returns center.

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

All personal information that you provide will be handled in accordance with our Privacy Notice. To review our Privacy Notice, go to "Amazon and Your Personal Information":

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

Kindly submit your identity proof to get your concern addressed.

Our team will review your order and your account and verify your identity through one our third-party service providers. Once you have submitted your information through the secure customer portal, it will take us 3 business days to determine an outcome. At that point, you can contact us to learn the outcome of the investigation.

If you wish not to share the requested information, you may continue shopping on Amazon, but you will no longer be eligible for a refund on the order above mentioned order. Also, you will not be able to investigate this order issue further.

We appreciate your time and patience in this regards. We look forward to seeing you again soon.

Regards,
*******
Amazon.com
Customer Answer
Date: 12/16/2023

Complaint: 20993964

I am rejecting this response because: i already return the item back to whole foods and received my refund back. Then Amazon claim i did not return the item and then charge me again for something i do not have anymore. Now when i want my refund back, they need my ID to investigate. how is this even legal, holding someone money as a hostage and can only release it if i give them my personal information. They admit it they have the item otherwise they would not need my ID for a refund. Because they will only agree to give you a refund if Amazon already have the item back in their possession, so what reason they need my ID for. Furthermore, Whole Food, which is part of Amazon already scan the item, i received an online confirmation that it was drop off and it was in their possession. So once i give the item back to whole food employee, it is their responsibility, not mine. So if they lost the item, it is their fault and Amazon is using this ID excuse to take my personal information. It is not my fault if Amzon people lost the item. I did my part and now Amazon have to do their by returning my refund back.

Sincerely,

Foo ***************
Initial Complaint
Date:12/12/2023
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.
Item I purchased was not as described. Initial representative stated they would need to complete an investigation before issuing a refund, which would take 3 days. Reached out almost a week later and was told there was no investigation. I've been given the run around by multiple associates at this point and am now being told they need a photo of my ID in order to issue the refund. This has never been requested before so I do not feel it is necessary, nor am I comfortable providing government issued personal documents
Business Response
Date: 12/14/2023
Hello ****,

I'm Pratap 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 am so sorry to hear of the issue you have shared with us regarding the item The ******* Books from the Order ID: *******************.

Upon checking I see that the refund of $21.52 has been issued to your original payment method on December 12, 2023. In most cases, once a refund has been submitted, the issuing bank will post it to the concerned account within 3-5 business days. This time frame may vary from one financial institution to another.

Thank you for your patience and understanding.
Regards,
Pratap
Initial Complaint
Date:12/12/2023
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.
transaction date 11-29-23 amount paid ****** they told me my refund was being processed after i made a police report stating my items were stolen then 2 days later are saying i need to provide my i.d to be considered for a refund and i havent heard anything order number 114-2007528-1414616 tracking number 1Z246E710235683261
Business Response
Date: 12/14/2023
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.

We notified the customer of this decision by email on 12/14/2023.

Sincerely,

***
Amazon.com
Initial Complaint
Date:12/12/2023
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.
Greetings! My seller account was deactivated in error due to suspected relations with the seller account named TT Shirt, which I do NOT own. I conducted a deep investigation and discovered that the same third-party services provider serviced the seller account named TT Shirt as my seller account. I discovered ************************* (the third-party services provider) and signed an Agreement for Marketing Services with her. To fulfill obligations under the Agreement for Marketing Services, I granted primary access to my account to ************************* (the third-party services provider). After ************************* received primary access to my seller account, she added her personal phone number as the primary phone number. Also, ************************* added the following address of the preparation center to my seller account: ******************************************************************************************After deactivating my seller account due to relations with the seller account named TT Shirt, I contacted the third-party services provider to inquire if she had ever worked with the related seller account. The third-party services provider confirmed she had worked with the related seller account mentioned above. She also confirmed working with the related account through the same phone number and address of the preparation center.As a result, the Amazon system related my seller account with the seller account named TT Shirt due to the same primary phone number and address of the preparation center. I have already terminated business relations with the third-party services provider. Also, I have removed the relations mentioned above. I attached the following supporting documentation to confirm the claims above: 1) Agreement for Marketing Services; 2) Termination Agreement; 3) Proof of Payment; 4) Invoice. 5) Plan of Action Based on the above, I look forward to a positive resolution, allowing me to continue serving customers through the Amazon platform.
Customer Answer
Date: 12/19/2023
I would like to provide additional information that will assist Amazon Support in processing my request to reactivate my seller account more quickly and effectively.

As I previously described, my seller account was deactivated due to suspected relations with the seller account named TT Shirt. Please note: I dont recognize and own the related seller account. However, I conducted a deep investigation. I discovered that the same third-party services provider serviced the seller account named TT Shirt and my seller account.

I have attached the following additional supporting documentation:

1) Agreement for Marketing Services (start of the business relations between me and the third-party services provider);
2) Termination Agreement (termination of the business relations between me and the third-party services provider);
3) Invoice;
4) Bank Account Statement (proof of payment for services provided by the third-party services provider).
5) Funds Transfer Act (additional proof of payment through the ******** financial system notarized by the Notary Public of my country).

To launch my new product on Amazon, I needed a marketing and PPC manager (the third-party services provider) to prepare the listing and advertising. So, I found ************************* (the third-party services provider) and signed the Agreement for Marketing Services with her.

To fulfill the Agreement for Marketing Services obligations, ************************* (the third-party services provider) received primary access to my seller account from me.

After ************************* received primary access to my seller account, she added her personal phone number as the primary phone number. She argued for adding her personal phone number, stating that it would allow her to quickly access the password-protected sections of my seller account using the *** code.

Also, ************************* added the following address of the preparation center to my seller account: *****************************************************************************************. She explained the addition of this address by having arrangements with the owner of the prep center for a good discount, as she uses this prep center for the accounts of all her clients, including my seller account and the related seller account named TT Shirt.

The third-party services provider confirmed she had worked with the related seller account named TT Shirt. She also confirmed working with the related seller account through the same primary phone number and address of the preparation center.

As a result, the Amazon system related my seller account with the seller account named TT Shirt due to the same primary phone number and address of the preparation center.

Contact information of the third-party services provider:

Legal name: Esma **************
Address: ****, 9 Sk. No: 13, *****, *******
E-mail: ************************
Phone: *************

Please note that I have already terminated any business relations with the third-party services provider. I have also removed the relations above in my seller account. Therefore, I have fulfilled all requirements to meet the criteria for reactivating my seller account.

Based on the information above, I request Amazon Support to reactivate my seller account, which was deactivated in error. I really appreciate any help you can provide.
Business Response
Date: 12/21/2023
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 21th Dec 2023.

Thanks, Amazon.com Seller Performance
Customer Answer
Date: 12/27/2023

Complaint: 20993941

I am rejecting this response because: I have received a notification that Amazon Support requested additional information to process my appeal to reactivate the seller account. Therefore, I would like to provide the requested additional information and supporting documentation per the business's response.

My seller account was deactivated due to suspected relations with the seller account named ** Shirt. Please note: I do not recognize the related seller account. However, I contacted a third-party services provider who managed advertising on my seller account. According to the statements from the third-party services provider, she also managed the related seller account named ** Shirt.

Together with the third-party services provider, we discovered that my seller account was related to the ** Shirt seller account due to sharing the same phone number and address of the prep center.

To fulfill obligations under the Agreement for Marketing Services, I granted primary access to my account to the third-party services provider.

After the third-party services provider gained primary access to my seller account, she added her personal phone number as the primary contact. She argued that it would expedite access to the password-protected sections of my seller account using the *** code.

Furthermore, the third-party services provider added the following address of the preparation center to my seller account: *****************************************************************************************. She justified this addition by explaining arrangements with the prep center owner for a discount, as she utilized this prep center for her clients, including my seller account and the ** Shirt account.

I have already terminated relations with the third-party services provider and removed the mentioned relations.

Please review the additional supporting documentation I've attached to my response:

1) Agreement for Marketing Services;
2) ********************************* Account Statement (proof of payment);
4) Invoice;
5) Confirmation Letter.

Moreover, I submitted my updated Plan of Action using the 'reactivate your account' button. Please review it for further details.

Consequently, I have provided additional information and supporting documentation to expedite the reactivation of my seller account, which was erroneously deactivated. I sincerely hope for qualified assistance from Amazon Support. Many thanks for considering my request.

Sincerely,

***************************
Business Response
Date: 01/04/2024
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 1/4/2024

Thanks,

Amazon.com Seller Performance
Customer Answer
Date: 01/10/2024

Complaint: 20993941

I am rejecting this response because: After receiving a response from Amazon, I contacted an Amazon Support representative and was advised to provide the originals of the documents, not copies. I was also recommended to provide a specific list of supporting documentation, namely:

-- Original Agreement for Marketing Services;
-- Original Termination Agreement;
-- **************************** Account Statement;
-- Original Funds Transfer Act.

I have attached a full list of additional and original supporting documentation to my response. Please review it.

I want to remind Amazon Support that my seller account was deactivated due to suspected relations with the seller account named TT Shirt. The same third-party services provider serviced the actual owner of the related seller account named TT Shirt as me. According to the supporting documentation, Esma Sadiklar provided me with marketing services as a third-party services provider. ************************* also confirmed that she provided the same services to the owner of the related seller account named TT Shirt.

To fulfill the Agreement for Marketing Services obligations, I provided primary access to my seller account to ************************* (the third-party services provider).

After ************************* received primary access to my seller account, she added her personal phone number as the primary phone number. She argued for adding her personal phone number, stating that it would allow her to quickly access the password-protected sections of my seller account using the *** code.

Also, ************************* added the following address of the preparation center to my seller account: ****************************************************************************************. She explained the addition of this address by having arrangements with the owner of the prep center for a good discount, as she uses this prep center for the accounts of all her clients, including my seller account and the related seller account named TT Shirt.

As a result, the Amazon system related my seller account with the seller account named TT Shirt due to the same primary phone number and address of the preparation center.

Contact information of the third-party services provider:

Legal name: Esma Sadiklar
Address: ****, 9 Sk. No: 13, *****, *******
E-mail: ************************
Phone: *************

Please get in touch with the third-party services provider to confirm my statements.

Please note that I have already terminated any business relations with the third-party services provider. I have also removed the relations above in my seller account. Therefore, I have fulfilled all requirements to meet the criteria for reactivating my seller account.

Based on the additional information above, I request Amazon Support to reactivate my seller account, which was deactivated in error. I really appreciate any help you can provide.

Sincerely,

Selcuk Basaran
Business Response
Date: 01/11/2024
We have reviewed this sellers account and require more information to complete our review. We have requested the necessary information from the seller via email on 11th January.
Thanks,
Amazon.com
Seller Performance
Customer Answer
Date: 01/12/2024

Complaint: 20993941

I am rejecting this response because: Amazon Support requested additional information to complete their review and reactivate my seller account. I contacted ********************** Support to clarify what I should provide through my BBB complaint. I was advised to provide an updated Plan of Action that details corrective and preventive measures not mentioned in my previous response.

I have attached the updated Plan of Action per Amazon Support requirements in response to this request. Additionally, I have attached the following list of additional supporting documentation requested through the "reactivate your account" button:

-- Original Agreement for Marketing Services;
-- Original Termination Agreement;
-- **************************** account statement (statement from the ******** financial system through which I paid third-party services provider fees).

I would like to remind Amazon Support of the root cause that triggered the system and linked my seller account to the ** Shirt seller account. The same third-party services provider serviced the actual owner of the related seller account named ** Shirt, as was the case with me. I discovered the following connections between my seller account and the ** Shirt seller account:

-- The same phone number. The third-party services provider linked her personal phone number to the seller accounts of her clients (including my account and another client's ** Shirt account). The third-party services provider argued for adding her personal phone number,stating that it would allow her to quickly access the password-protected sections of the seller account using the *** code.

-- The same address of the preparation center.The third-party services provider explained the addition of this address by having arrangements with the owner of the prep center for a good discount, as she uses this prep center for the accounts of all her clients, including my seller account and the related seller account named ** Shirt.

Thus, my seller account was linked to the ** Shirt seller account due to the incorrect actions of the third-party services provider. I would like to bring to Amazon Support's attention that I am not the owner of the ** Shirt seller account and was never informed of the existence of this seller account and its owner.

I also want to highlight that I have already terminated business relationships with the third-party services provider.Furthermore, I have severed the connections mentioned above between my seller account and the ** Shirt seller account, which the same third-party services provider also serviced. Please review my updated Plan of Action for more information.

Therefore, I have fulfilled the previous request from Amazon Support, and my seller account currently complies with reactivation requirements. So, I request Amazon Support to consider the additional information and reactivate my seller account. Many thanks for considering my additional information.

Sincerely,

***************************
Business Response
Date: 01/17/2024
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 17th January.
Thanks,
Amazon.com
Seller Performance

Customer Answer
Date: 01/18/2024

Complaint: 20993941

I am rejecting this response because: In the previous business response, Amazon Support requested additional information to reactivate my seller account. I have received clarification on the additional information required and have attached supporting documentation needed for review by Amazon Support. Therefore, I request Amazon Support to consider my additional information and reactivate my seller account based on it, as it was really deactivated in error.

I have attached the following additional supporting documentation:

1) Affidavit (additional proof of my claims made and signed by the third-party services provider and notarized by the Notary Public of my country);
2) Agreement for Marketing Services;
3) Termination Agreement;
4) ******************* account statement.

My seller account was deactivated due to suspected relations with the seller account named TT Shirt.I discovered that the actual owner of the related seller account was serviced by the same third-party services provider as me, as confirmed by the third-party services provider's claims in the supporting documentation.

To launch my new product on Amazon, I needed a marketing and PPC manager (the third-party services provider) to prepare the listing and advertising. I found ************************* (the third-party services provider) and signed the Agreement for Marketing Services with her.

I gave ************************* (the third-party services provider) primary access to my seller account to fulfill the Agreement for Marketing Services obligations.

After receiving primary access to my seller account, ************************* added her personal phone number as the primary phone number, stating that it would allow her to quickly access the password-protected sections of my seller account using the *** code.

************************* also added the following address of the preparation center to my seller account: *****************************************************************************************. She explained the addition of this address by having arrangements with the owner of the prep center for a good discount, as she uses this prep center for the accounts of all her clients, including my seller account and the related seller account named TT Shirt.

The third-party services provider confirmed she had worked with the related seller account named TT Shirt, and she also confirmed working with the related seller account through the same primary phone number and address of the preparation center.

As a result, the Amazon system related my seller account to the seller account named TT Shirt due to the same primary phone number and address of the preparation center.

I want to bring to the attention of Amazon Support that I have already terminated any business relations with the third-party services provider who confirmed relations between my seller account and the seller account named TT Shirt.

Additionally, I have removed the mentioned above relations. Amazon Support can verify my statements by reviewing my updated Plan of Action, which I submitted through the "reactivate" button in my Seller Central.

Therefore, I sincerely implore Amazon Support to reactivate my seller account.

I am really not the owner of the seller account named TT Shirt. I have never cooperated with the owner of this seller account, and I have not conducted business with this person. I truly do not know who this is.

I sincerely hope that Amazon Support will hear me and reactivate my seller account because I have provided all possible evidence of its erroneous deactivation. I just do not know what else Amazon Support wants to see to realize that I am not the owner of the seller account named TT Shirt.

Sincerely,

***************************
Business Response
Date: 01/23/2024
Hello,
We have reviewed this sellers account and require more information to
complete our review. We have requested a review from another team within Amazon on 1/23/24.
Thanks,
Amazon.com Seller
Performance
Customer Answer
Date: 01/23/2024

Complaint: 20993941

I am rejecting this response because: I contacted Amazon Support to clarify what additional information I need to provide in order to reactivate my seller account. I was advised to provide additional confirmation in the form of supporting documentation.

Therefore, I have attached the following additional supporting documentation:

1) ****************** Agreement with former business partner;
2) Signed Notice of Termination;
3) ****************** Dissolution Agreement with former partner;
4) Bank Account Statement displaying payment date and amount paid to my former business partner.

I would like to remind Amazon Support that my seller account was deactivated due to suspected relations with the seller account named TT Shirt. I conducted an additional personal investigation and discovered that the owner of the related seller account is my former business partner, **************************

The Amazon system triggered and related my seller account to the seller account named TT Shirt because my seller account had the same phone number for OTP codes as the seller account of my former business partner. We used the same phone number for expedited Amazon operations and more accurate accounting.

Additionally, my seller account had the same prep center address (****************************************************************************************). My former business partner and I negotiated a good discount with the prep center owner, so my seller account and the seller account named TT Shirt used this address.

Due to disagreements regarding the choice of the correct business strategy, we have reached a mutual consensus that further partnership is not possible. Therefore, I was compelled to terminate the partnership agreement with ************************* and his seller account.

Following the partnership termination, I am not informed about the future of ************************* and his seller account, as we have ceased all communication due to significant differences in conducting business on Amazon.

PLEASE NOTE: I have already terminated any relations with my former business partner and his seller account named TT Shirt. On December 4, 2023, I notified the former business partner of my intention to terminate the partnership. On December 7, 2023, ************************* and I signed the Partnership Dissolution Agreement three days later. As the liquidating partner, I transferred the remaining $1,036.56 to ************************* through the ******** financial system. After terminating the partnership, ************************* and I did not engage in any joint business or cooperation.

Please review the updated Plan of Action to get more information about the implemented corrective and preventive steps.

Therefore, I request Amazon Support to reactivate my seller account,which was deactivated in error. I terminated the partnership with the owner of the seller account named TT Shirt and removed the relations mentioned above from my seller account. Therefore, I have never violated the Multiple Accounts Policy, and my seller account meets the criteria for reactivation.

Sincerely,

Selcuk Basaran
Business Response
Date: 01/24/2024
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 1-24-2024.

Thanks,

Amazon.com
Seller Performance
Customer Answer
Date: 01/25/2024

Complaint: 20993941

I am rejecting this response because: According to the previous response from Amazon, I need to provide additional information to Amazon Support in order to reactivate my seller account. According to previous internal notifications sent by Amazon, my seller account was deactivated due to a relationship with a seller account named TT Shirt. Please note that my seller account was not associated with any other seller accounts. It is confirmed by the initial notification from Amazon and all subsequent ones.

I have attached a screenshot of one such notification, clearly showing the name of the associated seller account - TT Shirt. This notification does not contain any mention of other seller accounts. Consequently, I need to prove to Amazon Support that I do not own the seller account named TT Shirt. To demonstrate this, I have attached the following supporting documentation:

-- Partnership Agreement (confirmation of the start of business relations with my former business partner);
-- Notice of Termination (letter to my former business partner about my intention to dissolve the partnership. According to the Partnership Agreement, I was required to notify my business partner of the intention to dissolve the partnership three days in advance);
-- Partnership Dissolution Agreement (confirmation of the termination of business relations with my former business partner);
-- Bank account statement (proof of payment showing that I transferred funds to my former business partner on the day of partnership termination).

The actual owner of the seller account named TT Shirt is my former business partner, **************************

The Amazon system linked my seller account to the seller account named TT Shirt because both accounts had the same phone number for OTP codes (verification phone number). We used the same phone number for expedited Amazon operations and more accurate accounting.

Additionally, my seller account had the same prep center address (****************************************************************************************). My former business partner and I negotiated a good discount with the prep center owner, so both my seller account and the seller account named TT Shirt used this address.

Due to disagreements regarding the choice of the correct business strategy, we reached a mutual consensus that further partnership was not possible. Therefore, I terminated the partnership agreement with ************************* and his seller account.

On January 21, I already provided Amazon Support with my updated Plan of Action, detailing the Root Cause and Corrective/Preventive Measures I implemented in my business. I submitted my updated Plan of Action through the "appeal" button in my Seller Central. Therefore, please refer to my Plan of Action through the internal system to get more information about the erroneous deactivation of my seller account.

Based on the additional information above, I'm requesting Amazon Support to reactivate my seller account, which was deactivated in error.

Every day, I lose hundreds of dollars due to the erroneous deactivation of my seller account.Furthermore, **********************'s statements that I am the owner of the seller account named TT Shirt have tarnished my reputation as a seller.

I sincerely hope for Amazon Support's understanding of my situation and the prompt reactivation of my seller account. Otherwise, I will be forced to file a case with the Arbitration Court under the ******************************** to compensate for damages incurred due to the unlawful deactivation of my seller account and the violation of the Amazon Services Business Solutions Agreement by Amazon.

Sincerely,

***************************
Business Response
Date: 01/30/2024
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 1/30/2024.
Thanks,
Amazon.com Seller Performance

Customer Answer
Date: 02/06/2024

Complaint: 20993941

I am rejecting this response because: I received an additional notification from Amazon stating that now my seller account has relations with the seller account named EnesUnalSotess. I conducted additional research and found that it happened due to the incorrect actions of another third-party services provider who worked on my seller account under the Virtual Assistant Services Agreement.

I have attached the following additional supporting documentation, as requested through the "reactivate your account" button:

1)Virtual Assistant Services Agreement;
2)Notice of Termination;
3)Invoice;
4)Funds Transfer Act;
5)Confirmation Letter.

Also,on February 3, I submitted an updated Plan of Action through my Seller Central.Please review it for more information about the additional Root Cause and Corrective/Preventive Actions I implemented in my business.

I signed the Virtual Assistant Services Agreement with Post Purchase Pro LLC (third-party services provider). According to Clause 3.2.2, I granted primary email access to my seller account to the third-party services provider, Post Purchase Pro LLC.

Later,I discovered that Post Purchase Pro LLC added a new address to the Business Addresses section in my account. This address belongs to a preparation center with which the third-party services provider collaborates daily. The third-party services provider adds and uses the address of this preparation center in the seller accounts of all its clients, including my seller account and the seller account named EnesUnalSotess of their other client.

Also,the third-party services provider added and used the same verification phone number in my seller account. This verification phone number was also used in the seller account EnesUnalSotess of their another client. The third-party services provider justified adding the verification phone number to expedite the fulfillment of obligations under the Virtual Assistant Services Agreement.Consequently, the third-party services provider had direct access to the sections of my seller account secured by OTP codes.

So,the Amazon system was triggered because the third-party services provider added and used the same address of the preparation center in the Business Addresses section and verification phone number.

Due to the actions of Post Purchase Pro LLC, Amazon's system mistakenly concluded that I also own the seller account named EnesUnalSotess. However, this is an incorrect statement.

As you see, my seller account was deactivated in error. Additional supporting documentation confirms my statements.

I want to emphasize to Amazon Support that I terminated any business relationships with the third-party services provider. I also removed the abovementioned relations between my seller account and the seller account named EnesUnalSotess, which another client of the third-party services provider owned. Amazon Support can verify my statements by reviewing the internal system and my updated Plan of Action, submitted on February 3 through the "reactivate" button in Seller Central.

Based on the above, I request Amazon Support to review my additional information and supporting documentation. After that, I request the reactivation of my seller account since I did not violate the Multiple Accounts Policy and have no connection to the seller account named EnesUnalSotess. Thank you so much for your attention and participation.

Sincerely,

***************************
Business Response
Date: 02/07/2024
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 2/7/2024.
Thanks,
Amazon.com Seller Performance

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