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

58,723 total complaints in the last 3 years.
22,099 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:11/14/2023
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 August 8, 2023 I made a purchase of a book ISE ******************* Order number: 112-4705868-840203. This order never arrived so Amazon issued a replacement. The replacement order is 113-0022603-8036209. I received the replacement book. When I called to verify I would not be charged if the original book arrived, I was told I would not be charged and I would not have to return the original item. So far, to date, I have Amazon has attempted to charge my bank account four times. I have spoken with Amazon three times. Each time I have been told I would not be charged and three days later, I get charged. I have attached pictures of my correspondence with Amazon. I am seeking a full refund and an additional refund of $73.09. I have attempted to upload additional photos involving emails and charges to no avail.
Business Response
Date: 11/15/2023
Hello,

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

I'm sorry for the inconvenience you've experienced with regards to order for ISE Project Management book.

Upon reviewing, we see the replacement was issued as the original order was not delivered as per the estimated date, however the original order got delivered at later point of time based on the tracking, hence a return is triggered on the original order for return.

As per our records, we see both the original and replacement order was delivered, as a result a retrocharge is being applied on the order and we see it has been declined. Our team has issued a $75 promotional credit on your account for the inconvenience caused. We respect your request for additional compensation for this ordering experience; however, we're unable to offer further discounts or monetary compensation beyond what has been provided.

Thank you for your patience and understanding in this regard.

Please feel free to contact us directly by replying to *********************************************** if we can be of further assistance.
Regards,
*********
Customer Answer
Date: 11/19/2023

Complaint: 20867322

I am rejecting this response because: Amazon is still attempting to charge my account. I have included further correspondence with Amazon, as well as screenshots. This is attempted theft. I was told the item did not have to be returned. I was also told I would not be charged again. Today the supervisor informed me he could not disarm the charge.

Sincerely,

*****************;
Business Response
Date: 11/21/2023
Hello,

I'm Prashanth from Amazon.com.

Since both the original and replacement orders are delivered, we are unable to disable the retrocharge on the order. We apologize for any miscommunication on return, without return we are unable to disable the retrocharge for the order.

Thank you for your patience and understanding in this regard.

Regards,

*********
Customer Answer
Date: 11/27/2023

Complaint: 20867322

I am rejecting this response because: They should be able to remove this charge. I was told I did not have to return the original order if I did receive it. Given this, it should never have gone into the retrocharge status. Therefore, if I get get another attempt for a charge, I will be pursuing legal action at this point.

Sincerely,

*****************
Initial Complaint
Date:11/14/2023
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 ordered a gift for some friends after our wedding. The Amazon driver attempted to gain entry to our house twice while attempting to push the front door open. I contacted him on the ring camera to stop and to just put the package down. I filed a police report of the attempted criminal trespassing. Amazon has yet to follow up after one of their drivers tried to enter my home illegally.
Business Response
Date: 12/06/2023
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 really sorry to know that the driver attempted to enter the house and Thank you for notifying us.
I'm sorry for all the trouble caused.
Please be assured that we've taken necessary action on the driver and it would not happen in future.
Thank you for your understanding and hope to seeing you soon.
Please feel free to contact us directly by replying to ***********************************************, if we can be of further assistance.
Regards,
*******
Amazon.com
Initial Complaint
Date:11/14/2023
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.
November 13, 2023 I could no longer access my Amazon.ca account. I was watching Prime video that I subscribe to monthly, then I was logged out and could no longer log back in without having recreating an account. I pay month for prime, prime video, and Amazon photos extra storage. I have thousands of photos that I cant just lose. I have been in contact with Amazon support and they keep telling me there is nothing they can do. That my account is gone, to create a new one. Their sorry! The thing is I never requested for my original account to be permenantly deleted in the first place and when trying to in the email that was sent for the request to delete account click the link to cancel the deletion nothing happened, it brought me to the main login page and I could no longer login with my credentials. I had to create a new account. I have previous order numbers that I placed on the account. Most recent being on Oct 31,2023 order #***-9***751-8101039 for amount $500.62CAD, Order #***-5986722-0571411 for amount $134.39CAD which was done through their buy now pay later with Affirm whom I am on a payment plan with for the purchase through Amazon. Order ***-7545200-1244223 was cancelled on Oct 2,2023 and order #***-4375173-8107465 was cancelled on Oct 2, 2023. I just want all my stuff back, my photos/videos that were stored on Amazon photos with my membership at the time. Those are memories I cant replace. The email regarding the account is: ************************* this is the email that was used for the account that was deleted and is using currently for the new account. Name on account is ***************************. Ph: ************ and address is ***************************************************************** R2G1H7.I had channel subscriptions on prime video, I was using their kindle unlimited. My **** debit was linked. Everything for it to be deleted, not by my doing, I just want access to my account, access back to all my photos. But keep being told there isnt anything they can do past deletion.
Customer Answer
Date: 11/16/2023
Its been two days and not a word on anything no phone calls regarding this matter. I really want to regain access back to my photos thats years of memories I will never get back if I cannot regain access back to my original account. Please help! Thanks
Business Response
Date: 11/27/2023
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 for the trouble you've had with accessing your account and all the photos.
I see that ****** from the Specialist team is working with the concerned team with access to your account and all the photos. As informed by ******* she will be following up with you and will get update you weekly and this should be resolved by 02/15/2024 and we would appreciate your patience and understanding while we're working on this.
I appreciate your cooperation.
Please feel free to contact us directly by replying to ************************************************ if we can be of further assistance.

Regards,
*******
Amazon.com
Initial Complaint
Date:11/14/2023
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 was over charged for Order # ***-0306708-0477868 As you can see from the order (Order # ***-1226695-4744261) above that was delivered to the wrong address and not refunded is should have been charged .55 for each K cup instead I was charged .80 Since this is a matter that *** involve discrimination I am writing a formal complaint. I am demanding a full refund of ***** plus the package delivered to the wrong address (Order # ***-1226695-4744261). There is also an ongoing problem with my Prime Account working to play videos included in the membership. I have been documenting these occurrences for future litigation.
Business Response
Date: 11/20/2023
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 that you did not receive your Order ID: ******************* and price difference for the order Order ID: ******************** Dunkin' Original Blend ******************** 176 Keurig ************************cke-eol="1">For Order ID: *******************.

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

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

The Incident Report has to be submitted on or before 10-January-2024 to be considered for review. Send one set of responses for each package that you didn't receive. We typically respond in about 1-2 business days.

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

Incident Report

1. Order number:_______________

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

3. Package tracking number:_______________

4. Name of the items you didn't receive:_______________.

5. Is it your first Amazon package at this address that you didn't receive?_______________

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

Order ID: *******************, We strive to maintain low and competitive prices on everything we carry. We constantly compare Amazon's prices to our competitors' prices to make sure that our prices are as low or lower than all relevant competitors. As a result, we don't offer price matching.

To read more about our pricing, please visit our Help pages: ************************************************************************************

Thank you for your patience and understanding.
Regards,
Pratap
Customer Answer
Date: 11/25/2023
11/25/2023

Complaint: 20867305

I am rejecting this response because:

Amazon is asking for information I have already provided within my original complaint I am disabled and have been harassed/discriminated against by this company in a multitude of ways. I have given the order number previously and a quick glance at my order history should be able to provide the evidence that I was overcharged as stated in the complaint. Order #***-1226695-4744261 this is the order number of what I should have been charged and I don't recall even placing Order #***-0306708-0477868 as you can see from my order history I always get the same priced keriugs...why would I all the sudden be willing to pay so much more and have to buy a lot more than normal
In addition, I seem to be either being discriminated against or maybe punished because I have filed a complaints that have still not been refunded. I am paying for Amazon Prime Service through December 2, 2023 now I am being blocked from many of the online video features. I do have extensitve video and photo evidence if you would like me to provide it.
This may be the last attempt that I make before I turn the matter over to our legal department. If you would like the evidence please free to email ******************************

Sincerely,

***********************
Business Response
Date: 12/10/2023
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 Prime Video streaming service, and regarding the item Dunkin' Original Blend ******************** 60 Keurig **Cup Pods.

I apologize for the experience you are currently having with the Prime Video streaming service. As I understand you are still having this issue, we would like to ask you more information so we can further review this situation.

-Can you please let us know what content and features are you being blocked from (e.g videos being not accessible, features missing, etc).

-We would also like to know specifically what content or features are you considering being discriminatory, as mentioned previously, we would need to know the exact content or feature where this behavior is happening.

For Dunkin' Original Blend ******************** 60 Keurig **Cup Pods. , I do not have an option to refund it to your original payment method. As an alternate option I will issue $33.32 gift card for the refund of undelivered item and $44.19 gift card for the price difference to your Amazon account.

Please let us know if you would like us to issue the gift card to your Amazon account.

We look forward to hear from you again.

Please feel free to contact us directly by replying to ***********************************************.
Regards,
Pratap
Customer Answer
Date: 12/31/2023
12/31/2023
Amazon Inc

To whom it may concern:
I am sorry I was in *************** I still have Order # ***-2047606-1522628 have never been given a refund. Order #***-0306708-0477868 I was charged the wrong amount you can easily tell by the other dunkin dounuts keurigs i have ordered in the past. I want a refund for the difference. Order # ***-7757831-6881033 Order delivered to the wrong address. Since I am disabled this would qualify for discrimination under the ADA **************** I have been very kind to Amazon considering that I can not even access my Amazon Prime Membership can even be able to be accessed for movies or all of the stuff i have bought from the past.
A smart customer service representative would be looking through all of the complaints that I have filed and quickly refunding the items that I have brought to your attention. Keep in mind, my house is under complete video survelience and these matters before I turn this matter into the PROPER AUTHORITIES. All communications are to be in writing per my legal staff

Sincerely,

***********************
DavidOwnbey@NewYorkHelmsley

Business Response
Date: 01/22/2024
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 Prime Video streaming service, and regarding the undelivered items.

I apologize for the experience you are currently having with the Prime Video streaming service. As I understand you are still having this issue, we would like to ask you more information so we can further review this situation.

-Can you please let us know what content and features are you being blocked from (e.g videos being not accessible, features missing, etc).

-We would also like to know specifically what content or features are you considering being discriminatory, as mentioned previously, we would need to know the exact content or feature where this behavior is happening.

I've issued the refund of $33.32 to your original payment method for Order ID: *******************. 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.

For Order ID: *******************, 113-7757831-6881033 and price difference of $44.19 for "Dunkin' Original Blend ******************** 176 Keurig **Cup Pods" 112-0306708-0477868, I do not have an option to issue the refund to your original payment method. Please let us know if you would like us to issue the gift card to your Amazon account.

We look forward to hear from you again.

Please feel free to contact us directly by replying to ***********************************************.
Regards,
Pratap
Initial Complaint
Date:11/14/2023
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 have setup a ****** merchant center account with merchant center ID ********** and the account worked fine for some days. Then all of a sudden after a few days I have received an email stating that my website has been suspended due to so called "website needs improvement". As per the ****** agents my website is working fine and is as per their policy and are unable to pinpoint any issues. After repetitive submission of my website for review both manual and through the merchant center they just keep on rejecting the website stating that my website has issues without specifying the issue. It seems that they have taken malpractices in order for smaller businesses not to be able to use their services in favor of the big players and are helping the monopolies. In case my issue is not resolved by them through your platform I would take legal actions against them.
Business Response
Date: 11/15/2023
Hello,

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

Based on the complaint raised, we see you have an issue with ****** merchant center account. It seems your complaint is routed to Amazon BBB.

Kindly, contact BBB and ask them to route the issue to appropriate channel.

Please feel free to contact us directly by replying to *********************************************** if we can be of further assistance.
Regards,
*********
Initial Complaint
Date:11/14/2023
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.
Dear BBB!You are our last hope to resolve the problematic issue.We have found a problem related to incorrect measurements of the item with the **** B00MZD6MIE made by Amazon employees. In turn, wrong measurements of the item with the **** B00MZD6MIE led to an incorrect amount of FBA fee, which we are obliged to pay.NOW THE MEASUREMENTS ARE WRONG, namely:* Length: **** INCHES * Width: ***** INCHES * Height: **** INCHES * Weight: **** POUNDS We have already communicated with Seller Partner Support via email (case ID: ***********) as well as by phone (case ID: ***********************. However, nobody helped us. WE ARE SURE THAT THE RESULTS OF PRODUCT MEASUREMENTS SHOULD BE MAXIMUM AS FOLLOWS: ***** X **** X **** INCHES. Recently we have had the same problem redarding the same the **** B00MZD6MIE and it was successfully resolved (case ID: ************. The responsible Team responded: We have confirmed the measurements for FNSKU X003QHQV8Z as noted below. * Length: ***** INCHES * Width: ***** INCHES * Height: **** INCHES * Weight: **** POUNDS. THE ***** IS ATTACHED!!!However, we have faced the problem again.We want to ask you to help us with the problematic issue and put in order a type of delivery as well as an amount of FBA fee, which we are obliged to pay. It is extremely important for us. Our aim is to escalate the problematic issue and correct a mistake that Amazon employees have made with the **** B00MZD6MIE. Sincerely,*************************
Business Response
Date: 11/16/2023

Hello from Amazon.com,

We have reviewed seller's request to re-measure **** B00MZD6MIE (FNSKU X003QHQV8Z).

Kindly advise the seller that they have 20 of 20 re-measurement requests remaining this month. Limits do not apply to accounts that submit a high percentage of requests that result in size tier changes.

For more information on how to avoid discrepancies with Amazon measurements, seller can go to:
*****************************************************************

Below are the current dimensions for the **** B00MZD6MIE (FNSKU X003QHQV8Z):
    * Length: ***** inches
    * Width: ***** inches
    * Height: 2.2 inches
    * Weight: **** pounds

We are also attaching an image that shows the item being scanned for having the most accurate and updated measures.

Possible Reasons for variance in dimensions measured at our fulfillment center and the measurements that seller has measured:
Our fulfillment centers FCs use ultrasonic ******** machines which calculates edge to edge measurement of the product including the product packaging. If the product is fluffy, foldable, inflatable it can vary in dimension time to time based on how it was shipped to our fulfillment center and how it is being stored in the bins.

For more information about how to determine your product dimensions and volume:
****************************************************************************

We are unable to change or modify the *** fees based on previous measures, instead the system will update them based in the new measures.

Thank you for our time.
Customer Answer
Date: 11/17/2023

Complaint: 20867240

I am rejecting this response because:

Before we had the same problem and it was successfully resolved.
On September 26, 2023, we created a case with a request for re-measurement of THE SAME ASIN (case ID: ************. The responsible Team responded: We have confirmed the measurements for FNSKU X003QHQV8Z as noted below.
* Length: ***** INCHES * Width: ***** INCHES * Height: **** INCHES * Weight: **** POUNDS (the screenshot is attached).
So, as you see the previous time the same item was measured correctly like we need. We ask to put the same measurements like we had before!!! Amazon must be constant in its approach!!!

Sincerely,

*************************
Business Response
Date: 11/19/2023
Hello from Amazon.com,

We have reviewed seller's request to re-measure **** B00MZD6MIE (FNSKU X003QHQV8Z).

Kindly
advise the seller that they have 20 of 20 re-measurement requests
remaining this month. Limits do not apply to accounts that submit a high
percentage of requests that result in size tier changes.

For more information on how to avoid discrepancies with Amazon measurements, seller can go to:
*****************************************************************

Below are the current dimensions for the **** B00MZD6MIE (FNSKU X003QHQV8Z):
    * Length: ***** inches
    * Width: ***** inches
    * Height: 2.2 inches
    * Weight: **** pounds

We are also attaching an image that shows the item being scanned for having the most accurate and updated measures.

Possible Reasons for variance in dimensions measured at our fulfillment center and the measurements that seller has measured:
Our
fulfillment centers FCs use ultrasonic ******** machines which
calculates edge to edge measurement of the product including the product
packaging. If the product is fluffy, foldable, inflatable it can vary
in dimension time to time based on how it was shipped to our fulfillment
center and how it is being stored in the bins.

For more information about how to determine your product dimensions and volume:
****************************************************************************

We
are unable to change or modify the *** fees based on previous measures,
instead the system will update them based in the new measures.

Thank you for our time.
Customer Answer
Date: 11/21/2023

Complaint: 20867240

I am rejecting this response because:

Before we had the same problem and it was successfully resolved.
On September 26, 2023, we created a case with a request for re-measurement of THE SAME ASIN (case ID: ************. The responsible Team responded: We have confirmed the measurements for FNSKU X003QHQV8Z as noted below.
* Length: ***** INCHES * Width: ***** INCHES * Height: **** INCHES * Weight: **** POUNDS (the screenshot is attached).
So, as you see the previous time the same item was measured correctly like we need. We ask to put the same measurements like we had before!!! Amazon must be constant in its approach!!!

Sincerely,

*************************
Initial Complaint
Date:11/14/2023
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.
last saturday at 6:17 am i order snow crablegs and after i ordered them and the money was taken from my debit card i got an email telling me my order was cancelled cause they was out of stock and i will get a refund of ***** and i know for a fact it only takes a day for any money to get on my card so im trying to contact amazon to find out where is my money i have send emails that didnt work you cant call them and they keep sending me to the same wrong stuff the order is not on my page cause they cancelled it therefore i cant find it i just want my refund and for them to provide a way for people to contact them in a real manner so we dont have to take this route im only doing this cause i cant contact or get any information from amazon
Business Response
Date: 11/15/2023
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 payment issues for the Order ID: *******************.

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

Upon checking, I see that the amount was authorized on the card and gift card balance.

I would like to inform you that when you place an order, we contact your bank for a purchase authorization to verify your card but don't actually charge you until the order ships.

Some banks may hold funds in your account for these authorizations even if the order is canceled. Orders from our Marketplace sellers may be charged at the time of purchase.

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

I appreciate your understanding in this case.

Regards,

Arun
Amazon.com
*****************************
Customer Answer
Date: 11/15/2023

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:11/14/2023
Type:Billing 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.
Dear BBB,Very bad! Hackers stole my Amazon account, I can't log in to my account. I contacted ********************** many times to retrieve and restore my account, but no one solved my problem. I have made a lot of efforts for this, and I have no choice. Now I can only turn to BBB, please help me!The cause of the incident was that my computer was infected with a virus on September 21th. The hacker obtained my Amazon account password and two-step verification by attacking my computer. I often use my computer to log in to my Amazon account, and for convenience, I set up "Remember Password" on the login page.Attached is the details of my account. I implore ********************** to review my information and restore my account.This account is very important to me. Because this account is also a seller account, I am a third-party seller. Amazon account specialist locked my buyer account, which made my seller account unable to log in. The goods in my store are still selling normally, and I still have a lot of goods in Amazon FBA warehouse, my customers are still waiting for my service. So I am very urgent to get my account back and continue my Amazon business.Sincerely,************
Business Response
Date: 12/07/2023
Hello,
We have reviewed the customers buyer account and require more information to complete our review.
Please update your request with the account's information
Customer Answer
Date: 02/24/2024
Dear, It has been about a few months since my account was stolen and locked. My seller account is also unable to log in and I owe Amazon $1362.87. I paid back $1362.87 with my credit card on February 21, 2024. After that, I got an email from Amazon, they claimed to have received the money, but my account was still locked. Please unlock my account as soon as possible, otherwise I am afraid that my account will not be able to log in again due to arrears. Please process my account as soon as possible, I need to log in to my account, thank you. My Amazon account is ********************* My seller id is **************. Please restore my account, I have completed the transfer.
Business Response
Date: 03/24/2024
Greetings from Amazon Services,

I am unable to locate any seller accounts using the email address provided within the complaint, ********. For security reasons, I am not able to provide any information or take any action on a seller account unless contacted directly by the owner of that account.

Please provide the email address that was used when registering the seller account.

Thank you

Customer Answer
Date: 03/26/2024
Initial Complaint
Date:11/14/2023
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
11/13/2023 The day before I had an issue with the late arrival of a package I called in reference to said package and I was offered a refund, which I did not ask for. I was sent a written correspondence by the rep to confirm that "Amazon" would refund the package as well as extend the return window for an item that I reached out to the manufacture to get a a replacement part. Just in case the item was defective. Called in today once the package was delivered to ask about the refund and the return window extension, and I was told that I was given the wrong information even though I have the information in writing. Not mad and I didn't expect anything but to honor the late return window that I asked for. The refund was not appropriate ( I acknowledge that) but I was irritated that I was told one thing and then told something different. My problem is what ensued after the conversation. The rep decided even after I had verified my account with my phone number to make the call in the first place, was logged in on my home IP which obviously tracks to my home. Was reading to her an email that came directly to my email account. She flipped the "Abnormal Activity" switch which asked to "verify" my identity with my Driver's License and threatened to renege on an item that I received damaged in shipping, that I hadn't yet decided if I was going to return, but I do already have a label created. I included the emails, the original promissory email, the multiple emails from the representative who was obviously angry or agitated. I will use the word harass in the conversation, because I believe that was the intention of the Verification request which threatens you that you won't be able to return items etc. Anyway, pretty disappointed in the later correspondence. I did submit my ID just because I have nothing to hide. I definitely am who I say I am.
Business Response
Date: 11/15/2023
Hello ******,

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

I've reviewed your email regarding an order placed on our website.

Upon reviewing I can see that our internal team is reviewing this and below is the response from them :

'Thank you for uploading your ID, but it looks like we still do not have a first scan on the item you are returning.

Please return the item via UPSDropOff (1Z9758VA9048471663). Once handed over to the carrier and a first scan is captured, we will be able to offer you a refund for this time.'

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.

I have also forwarded a relative feedback to our business team regarding your experience and they will be reviewing this further.

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

I hope this helps! Have a great week ahead!

Regards,

Vishal
Amazon.com
*****************************
Customer Answer
Date: 11/15/2023

Complaint: 20867139

I am rejecting this response because:
Maybe I do not understand the situation, but you seem to be sending some conflicting messages? I will just quote the email directly and hopefully you can clarify what the intention is?

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:"

Sincerely,
*********************
Initial Complaint
Date:11/14/2023
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.
This all started on Thursday the 9th of November when I went on amazon to use their services like any other time, I noticed that I had been logged out of my account and attempted to sign in but was shown a text box explaining that my account had been closed due to misuse of the their services. I called them that day and a woman submitted an appeal form on my behalf, 24 hours went by I didn't hear anything so I called again and was told it would be looked into. Another **************************************************************************************************************************************************** my amazon account was closed, I had received it 2 days late as it had sent on the 9th but it was now the 11th. I called a 3rd time and was able to get in touch with an account specialist who told me it seemed like this was just a security issue and that the account was closed temporarily. He then proceeded to put in an appeal form as well as a form to stop the closure on my account and told me within 24 hours I would hear back, I heard nothing within that time. I received a email telling me the reason my account was closed was due to me abusing the return and refunds policy, to which I called and told them this was not me as I have never returned anything and I haven't bought anything to return. The woman told me my only option was to respond to the email they sent to appeal the decision and that they would look into it further on my behalf as it definitely sounded like something wasn't right. I then today received an email from a gentlemen named ****, who told me that my account has been linked to another account which was previously closed for abusing the return policy. He told me that their decision to close my account was final and that they have decided to not reinstate it despite my many pleas and appeals telling them directly that the things that are happening are not me, I also have told them I only have one account despite them saying otherwise.
Customer Answer
Date: 12/26/2023
Amazon has reinstated my account as of today, I am now able to successfully log in and use Amazons services after months of unfair treatment by this company. I am satisfied with the resolution and hope that this will not happen again in the future. Thank you for your assistance in this matter.

Best regards,

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

Business Response
Date: 12/26/2023
Hello,

We have reinstated this customers buyer account. We sent an email to the customers registered email address on 26 December, 2023 confirming account reinstatement.

Sincerely,
*****
Amazon.com

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