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

59,609 total complaints in the last 3 years.
21,619 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:11/17/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased several items that I decided to return for various reasons such as description or function not working. Many of the items are related like a camera and accessories so thats the reason for all the returns. I make much more purchases than returns however my 2 recent returns have triggered Amazon to need further information about my identity which I do it understand. The purchases are well over $1000 and they have already returned. So Amazon has the items and is refusing the refund. Here are the details of the transactions and the correspondence from Amazon. Order # ***-4618516-0528856 On September 13, 2022 I purchased an Insta360 X3 Battery Kit for $570.99 Insta360 GPS remote $71 GoPro Remote $79.99 Insta360 X3 battery $31.00 Insta360 Bullet Time Bindle $58.00 Order 113-1151405-6996245 GoPro Hero 12 $599.99 All items have been returned before the return window closed and when requesting a refund I have been told the items were not in original shape or the return activity is abnormal and they need identification. This does not happen at Target or Best Buy The total for these transactions are $1410.97 plus tax. I would like to dispute these transactions with my credit card company however I know that will end up canceling my Amazon account
Business Response
Date: 11/19/2023
Hello *********************,

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

I've reviewed the complaint and understand your concern regarding the return refund and ID verification.

I apologize for the inconvenience.

Upon checking, I see that there an incorrect items were returned instead of the item which were delivered to you as per the returns center.

That is the reason, there was no refund processed and unfortunately, we'll not be able to take any action on it from our end.

Also, I would like to inform you that our specialist team needs to verify your identity before we can consider your request for a refund or replacement.

Please note amazon takes all security-related matters very seriously and your account security is our top priority.

We have policies and security measures in place to ensure that your personal information remains secure.

Once submitted, our team will review/investigate and get back to you with a update on refund for the mentioned order.

However, I'll surely take this as a feedback from you and will forward it to the team for further review on it.

If there was any other alternative, we would have surely helped.

I appreciate your understanding in this matter.

Regards,
Arun

Amazon.com
*****************************
Customer Answer
Date: 11/19/2023
This is the response from Amazon. They still will not issue the refund unless I provide my ID
Initial Complaint
Date:11/17/2023
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 placed the following order with Amazon on 9/17/23, and returned all of the items together to *** in accordance with Amazons instructions on 9/25/23: 6 womens Bali bras, 2 10 packs of ***** womens underwear and one set of Vision Global glasses. Attached is a copy of the *** receipt for all items. I also received emails from Amazon on 9/25/23 letting me know they were processing all returns including all six bras (they must receive immediate notification from ***). On 10/30/23, Amazon advised me via email they did not receive one of the six bras. I called their CS department and spoke with *****. He assured me the discrepancy would be corrected. I was billed for this item today and I am unable to get resolution from Amazon.
Business Response
Date: 11/19/2023
**************,

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 am sorry to hear about the issue you faced with the return of your "Bali One ***************** Bra" that was purchased on our website.

Upon reviewing, I see that since the item hasn't been processed as returned at our returns center, it was charged again.

I understand that you faced some issue at the drop off store to return this item and I could fetch the details about the same from the receipt you shared. Thank you for sharing the receipt.

To help you with this, I've successfully issued a full refund of $10.99 to your original payment method. Please give your bank 5 to 7 business days to process the same.

You can view the refund details on the Order Summary in Your Account (*******************************************). Completed refunds will appear at the bottom of an individual order summary page.

Please rest assured that no amount would again be charged on this item any further and do consider this issue as resolved.

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

Regards,

Himaja
Amazon.com
*****************************
Customer Answer
Date: 11/21/2023

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:11/17/2023
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 was told that Amazon has implemented a new policy. They are demanding my personal identification and personal information in order to process my refund. I have never had this happen in all the years of being a customer with them until now. They are holding over $300 of my money and will not release it until I send them my personal information that they have never asked for before to process my returns to the same credit card. I am very uncomfortable with this and talked to different supervisors with no solution. I was told I will not receive my refunds until I submit my personal information. Please help!
Business Response
Date: 11/20/2023
Hello *******,

I'm Aqeeb 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 to know details about the abnormal activity found on your account and about submitting Government issued identification proof for returns and refunds.

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.

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

Regards,
*****
*****************************
Customer Answer
Date: 11/21/2023

Complaint: 20883369

I am rejecting this response because: it is illegal and no such policy to ask for someones personal information for a random return on Amazon ! You have my return AND my money! You have committed fraud! I have been a prime member for 10 plus years and have never been asked for my ID! ********************** cannot provide a legitimate response to why they need my ID. First they say it is to protect me and my account and then they say its because I am suspicious! I have been hung up in chat and phone calls when I have asked members specific questions. Very very fishy and unprofessional! I will NOT be submitting my ID. I will be making police reports or going to the local news if I have to in order to show the community that Amazon is fraudulent. The way that I have been treated with this issue has been horrendous. It has caused stress and is unnecessary and again I have never been provided a clear explanation. It is illegal for Amazon to ask for these items from their customers they should be looked into further. Also, I received an email on Saturday from ***** E stating that I have already uploaded my photo ID. Which I never have done that so if that isnt fishy I dont know what is at this point I have also been told by numerous associates that my items have reached the warehouse and lost ***** ****** on November 16. I have screenshots and proof of that as well. Theres definitely fraudulent activity going on, I am a ****** by how this has been handled .

Sincerely,

***************************
Initial Complaint
Date:11/17/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Amazon seems to be able to make up rules and apply them whenever and however, they want without rhyme or reason. The products I offer come in standard packaging and are all nearly the same sizes specially their thickness. Yet somehow the difference in the sizing is borderline negligence. The responses I get back from Amazon are that the measurements are accurate, but then later they would update the measurements. This flip-flopping on measurements and policy is just a way to cover their lack of support or consistency in how their warehouse measures products. This has been going on for years, without any help or support.
Business Response
Date: 11/20/2023
Greetings from Amazon.com,

Amazons information about a products weight and dimensions will be used to calculate fees if there is a difference between Amazons information and a sellers information. Amazon may change its information about a products weight and dimensions from time to time to reflect updated measurements. Fees based on the weight and dimensions of a product are calculated using Amazons information about the weight and dimensions of that product at the time the fee is calculated.

What I would recommend is for the seller to continue to manage the account as they have been because the process we use to remeasure a unit is we pick the product from a shelf and place it on a conveyor belt. There will be calibrated lasers that capture the measurements with high accuracy.

With soft products there will be some variability, such as the corners protruding a bit. To reduce the dimensions of the product, the seller can work with their manufacturer to update the packaging and ensure the handles are tucked in or taped down. With any sort of polybags or other plastic wrapping, the seller can make sure that it is tight around the product. The lasers will count any extra loose plastic as extra product size. Using a form of shrink wrap or other method to make sure the plastic wrap is taught is a best practice.

If dimensions can get reduced with new inventory, as old inventory gets sold the seller can create a new case with Selling Partner Support to request new measurements. I have attached the Help Pages containing information about how Amazon determines and calculates fees for the seller's reference below:

Fulfillment fees for FBA orders on Amazon.com - **********************************************************
Product Size Tier - **********************************************************
Fulfillment by Amazon Service Terms - *****************************************************
Initial Complaint
Date:11/17/2023
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Order ID# ******************* I have returned the item months back, and I have been assured multiple times by customer support that they have received the item and processed the refund. Recently it started to show on their portal too. (attached screenshot). But still no refund. I have called, messaged them and every time they will say it's in processing.
Business Response
Date: 11/19/2023
Hello ***************************,

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

I've reviewed the complaint and understand your concern regarding the return refund and ID verification.

I apologize for the inconvenience.

I would like to inform you that our specialist team needs to verify your identity before we can consider your request for a refund or replacement.

Also, amazon takes all security-related matters very seriously and your account security is our top priority.

We have policies and security measures in place to ensure that your personal information remains secure.

Once submitted, our team will review/investigate and get back to you with a update on refund for the mentioned order.

Unfortunately, we'll not be able to take any action on it without the verification is done by the team.

However, I'll surely take this as a feedback from you and will forward it to the team for further review on it.

If there was any other alternative, we would have surely helped.

I appreciate your understanding in this matter.

Regards,
Arun

Amazon.com
*****************************
Customer Answer
Date: 11/23/2023

Complaint: 20883275

I am writing to express my dissatisfaction with the handling of my recent refund request. I appreciate your attention to this matter, but I am facing some confusion and frustration with the process.

Initially, I was asked to provide my ** for the refund, which seemed unusual to me. However, in compliance with your request, I promptly uploaded my identification documents. Subsequently, I received a response stating that an exception was being made for my case.

The confusion arises as, during a follow-up call to your representative, I was informed that the ** verification had failed. Strangely, I have not received any email notification regarding this failure, leaving me uncertain about the status of my refund request.

I value your commitment to resolving customer concerns, but the conflicting information and lack of communication regarding the ** verification status are causing considerable frustration. It seems there might be a breakdown in communication or a procedural issue that needs clarification.

I kindly request your assistance in addressing this matter promptly. Can you provide more details on the specific reasons for the ** verification failure and share any necessary steps to rectify the situation? Additionally, I would appreciate receiving an email confirmation regarding the verification status, as mentioned during the call.

Business Response
Date: 11/29/2023
Hello Sahil Aggarwal,

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

I understand your concern *****.

However, we'll not be able to provide the outcome of the verification or the investigation which is done.

Also, you can find the verification status through the link: *************************************************************

To review our Privacy Notice, go to "Amazon and Your Personal Information": ************************************************************************************

Unfortunately, we'll not be able to offer any additional insight or action in this matter.

I appreciate your understanding.

Regards,

Arun
Amazon.com
*****************************
Initial Complaint
Date:11/17/2023
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 collagen on Nov 15th. My package arrived today, November 16th, except it was not what I ordered. It was a phone charger. I contacted Amazon and they tell me they cant replace my order. I would need to get a refund then go back in and reorder. I told them I no longer trust that they can do their ************ customer service is atrocious and I want my money put back on my card immediately. They say they cant do that and it will take 3-5 days for me to get my money back. Its amazing how they can take money out of your account as soon as you place your order, but if they mess up your order they get to tie up your money and our out of luck. So no product and they wont give me back my money. I asked several times if they could just send the replacement item and the answer was no. The manager on the phone hung up on me without any resolution. Stating that she didnt like my tone. Well, I dont like to be stolen from by a business I used to trust. Amazon still has my money and I have no product.
Business Response
Date: 11/18/2023
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'm sorry to know you've received wrong item(charger) while you ordered "ASPEN NATURALS Collagen Peptides Powder Supplement." I apologize for the inconvenience and the frustration this has caused.

I understand that you'd like to receive the item ordered, however as already informed we do not have the option to replace as sellers inventory keeps on changing and we do not have access to the sellers inventory. Hence, I request you to confirm if you prefer to be refunded to original payment method (time frame for refund 3-5 business days) or in the form of Amazon gift card (time *******-4hrs). Please reply to the email with confirmation.

We appreciate your patience and understanding in this regards. We look forward to hearing from you.

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

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

Customer Answer
Date: 11/18/2023

Complaint: 20883207

I am rejecting this response because:
When I place an order Amazon takes my money out of my account immediately. When Amazon messes up an order they get to take 3-5 days to return the money? Unless I agree to do an Amazon credit, they will make me wait? Bad business!! I no longer trust Amazon, therefore a credit it pointless. They dont seem to have the technical capabilities to replace my order which I find hard to believe in this day & age. I want my money returned the same way they took itimmediately. I need to use that money to shop elsewhere, because I can no longer trust Amazon to do their jobs or have integrity. Whats the difference between this and theft? They mess up and make their clients pay for it by wasting their time and tying up their resources. Atrocious customer service.

Sincerely,

***************************
Business Response
Date: 11/21/2023
Hello ******,
I understand you'd like the refund processed faster.
Please allow me to explain, refunds are processed based on bank processing time, hence we're unable to make its faster.
To avoid further delay, I've now refunded $27.95 to your credit card. You'll see the refund on your card statement in the next 3-5 business days.
We appreciate your patience and understanding in this regards. We look forward to hearing from you.

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

Regards,
*******
Amazon.com
Customer Answer
Date: 11/28/2023
I only get 2 options, except or reject the businesss solution. Well its a little more complicated than that! Amazon still did whatever they wanted to do with no repercussions. I dont accept it, but it doesnt matter because Amazon did whatever they wanted. Yes, I have my money back well over two weeks later. However, everyone seemed to miss the point. Their systems are atrocious. No one would have done anything had I not contacted them. Its like theyre trying to steal from people in a sneaky way. If I could file a report on the BBB I would. They do nothing, you cant talk to anyone, its all done online and complete waste of time. No one looks into the case or checks to see how many other people this has happened to. No one cares. BBB is absolutely useless. As far as Amazons response goes, I am astonished that in todays day & age that they dont have their customer care dialed in. Its become a ****** to shop with them.
Initial Complaint
Date:11/17/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased an item from Amazon.com and returned it back to them. They received the item in their warehouse and charged me for the item again saying they didn't receive it. I contacted Amazon customer service and they are asking me for a passport and driver license to get my money. That is ridiculous. I just want my money back.
Business Response
Date: 11/20/2023
Hello ******,

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 am sorry to hear about the issue you faced with your "USX MOUNT ************** Wall Mount" that was purchased on our website.

Upon reviewing, I see that since an abnormal activity has been noticed on your account, you were requested to produce identity proofs for verification and to receive further assistance.

For certain orders, Our Specialist team requires a government issued identity proof to investigate the order in question.

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

Please find below the email sent by our team on November 16, 2023 at 7:00 PM (PST):

"Hello,

Thank you for contacting us regarding your order 112-3745057-6245006.

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:
*************************************************************

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":
************************************************************************************

What happens when I submit my ID document?
We 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.

What happens if I do not submit my ID document?
You may continue shopping on Amazon, but you will no longer be eligible for a refund on the order 112-3745057-6245006. Also, you will not be able to investigate this order issue further.

Who can I contact if I need help with this issue?
You can contact us through your Amazon profile. To do so, go to "Amazon Customer Service":
*****************************************"

Kindly submit your identity proof to get your concern addressed.

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

Regards,

Himaja
Amazon.com
*****************************
Customer Answer
Date: 11/27/2023
I should not have to upload my government issued id to the company. I don't feel safe having my information uploaded to a non governmental organization.
Initial Complaint
Date:11/17/2023
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Order date Oct 16, 2023 Order #***-9571276-6842655 Order total $***** (1 item)I returned this item on 10/19/23 and Amazon received it on 10/23/23. The expected refund date was on 11/16/23. When I contacted Amazon thru chat today they asked for my ID in order to verify my account. When I initiated the return this information was not provided so I dont feel that I should compromise my personal information in order to get a refund for *****. I would like a refund
Business Response
Date: 11/20/2023
Hello *******,

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 am sorry to hear about the issue you faced with your "SHAPELLX Fajas Colombianas Shapewear" that was purchased on our website.

Upon reviewing, I see that since an abnormal activity has been noticed on your account, you were requested to produce identity proofs for verification and to receive further assistance.

For certain orders, Our Specialist team requires a government issued identity proof to investigate the order in question.

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

Please find below the email sent by our team on November 16, 2023 at 1:48 PM (PST):

"Hello,

Thank you for contacting us regarding your order 113-9571276-6842655.

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:
*************************************************************

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":
************************************************************************************

What happens when I submit my ID document?
We 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.

What happens if I do not submit my ID document?
You may continue shopping on Amazon, but you will no longer be eligible for a refund on the order 113-9571276-6842655. Also, you will not be able to investigate this order issue further.

Who can I contact if I need help with this issue?
You can contact us through your Amazon profile. To do so, go to "Amazon Customer Service":
*****************************************"

Kindly submit your identity proof to get your concern addressed.

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

Regards,

Himaja
Amazon.com
*****************************
Initial Complaint
Date:11/17/2023
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.
Date: 10/7/2023 Account Email: ******************* Company Brand: Planterhoma What the business committed to provide you - Reply to my message What nature of the dispute is I am an Amazon seller, but recently I encountered a major problem: my brand was revoked! After much effort, I learned that my brand was revoked due to the misuse of brand rights. But why was there misuse of the brand?In the past, some sellers directly copied our product images, or stole certain elements of our design images. The only thing we could do was report these unfair practices to Amazon. These sellers, seeking convenience, directly stole the fruits of others' labor. We filed complaints against them. We made about 6 complaints (from 2022 to 2023), and 2-3 of them were unsuccessful. These unsuccessful complaints led to a very low success rate for our complaints.Amazon's rules against brand abuse are monitored by robots that observe the success rate of brand complaints. If it's too low, it is judged as brand abuse, unfairly targeting competitors. Our goal was not to attack our competitors, but to protect our own designs and images. Our complaints were to prevent competitors from casually copying our images for their own use. Is such action a violation of Amazon's rules?What disappoints me more is that we submitted an appeal to Amazon, and it's been over a month with absolutely no response. We are unable to update our product information normally and release new products under *************. Is complaining about competitors copying our own images to protect ourselves considered an act of brand abuse? I am utterly perplexed by this.Whether or not the business has tried to resolve the problem -No Seller Account: *******************
Business Response
Date: 11/20/2023
Hello,

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

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

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

Sincerely,
Amazon.com Seller Performance
Customer Answer
Date: 11/22/2023

Complaint: 20883182

I am rejecting this response because the case 14004312261 on the Amazon seller-central back-end has been open without reply almost a month.

Sincerely,

Xuejuan Su
Customer Answer
Date: 11/22/2023
BBB complaint ID: ******** can be closed because the issue or complaint has been resolved. Our brand has been recover. Thank you!!!!
Initial Complaint
Date:11/17/2023
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 Order #***-3425372-8489032 Order received 10/18/23 Core Products Pillow Total Spent: $47.05 Pillow was improperly shipped in an undersized box and folded in half compromising the integrity of the pillow materials. Spoke with Amazon 11/16 evening on the phone 38 minutes and spoke with ************ in Georgia. Received a QR code to return this item prior to 11/18/23 via *** Ground. After call ended, I received 2 emails from Amazon requiring my uploading of a government issued ID with a false claim that there was unusual activity with my account. The email states that I must comply with this intrusion of my privacy and are ineligible for a refund if I dont comply. I called Amazon again and spoke with ****** in leadership ***** who echoed the same information. They admitted that my account isnt in question but most Amazon account holders are receiving the same email to prevent fraud on Amazon. He refused to transfer the call to their superior and hung up before I was finished speaking.So now Amazon refuses to allow eligibility of returns contingent of compliance with their demand for Government issued ID. Those demands impose security issues through demanding proprietary sensitive info and violate consumer rights. Reddit forum has multiple complaints against Amazons recent position and suggested contact of BBB for support and resolution. I only have 30 days from 10/18 to qualify for the refund which was already granted prior to receiving these demanding emails. Please assist ASAP. *************************** *********************************************************************************************************** Cell / Text: **************
Business Response
Date: 11/21/2023
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.

Thank you for sharing details.

Upon reviewing, I see that a refund has been initiated on Friday, November 17, 2023 at 12:02 PM (PST)

Refund amount $47.05 to your Original payment method.

You can view details of the completed refund on your Amazon.com account:
**********************************************************************************

We look forward to seeing you again soon.

Regards,
*****
*****************************

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