Complaints

This profile includes complaints for Amazon.com's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Amazon.com

  202 Westlake Ave N Ste 2 Seattle, WA 98109-5264

  
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  Amazon

  4400 12th Street Ext West Columbia, SC 29172-3300

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  Amazon.com

  1155 Worldwide Blvd Hebron, KY 41048-8648

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  Amazon.com

  560 Merrimac Ave Middletown, DE 19709-4652

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  Amazon.com

  1 Centerpoint Blvd New Castle, DE 19720-4172

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:11/13/2023

  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.

  My issue with Amazon started on November 12th. I received an email stating that my account had been closed due to "Our records show that we previously closed an account of yours for violating the terms of our "Conditions of *********** ("Conditions of Use")". This isn't true as I have never held a previous Amazon account other than the one that was just closed. I replied as such hoping to appeal this decision and find a resolution to the issue. On the same day a phone call was also made regarding the account through customer service. I was told that my account was flagged for spending more money than usual. I bought more as I was buying gifts for Christmas. I was also told that adding a new card may have been a cause. I added a new gift card to my account when I was making gift orders. I provided customer service the number to the card added to the account to help provide additional information. I was informed that I should get an email that would help me restore my account within 48 hours. The next day (November 13th) I simply got a response repeating the same thing of why they closed my account and that after "thorough review" they would not be giving me access to my account back. I feel as though there was not a through review because as I stated there should be no record of a previous account as I have never had one. I find that there hasn't been efficient help with getting my account back and that my information is being disregarded when I try to resolve the issue. I also have student prime on this account. I simply want my account restored so I can receive orders that haven't been shipped yet and continue to use the service in the future.

  Customer Answer

  Date: 11/13/2023

  I received the message attached which is completely unrelated to the first message received. This does not mention "violating terms of use" and is a whole unrelated claim. Additionally it is false. I have never issues any refund only returns. I have never received a product and gotten my money back. Only returned products back and received my money in return. I've also had very few returns within the years of having this account. Even if the returns were considered "refunds" it is not at an extreme rate. I highly doubt 2 or 3 over the course of a few years is "extreme".

  Customer Answer

  Date: 11/15/2023

  Once again Amazon is changing their statement. This is the 3rd different reason that I have received. All of them are false but Amazon cannot seem to keep their story straight. It seems to be that even Amazon is unaware of why they closed my account. They seem to paste robot generated responses and not read my statements at all. They dismiss me with no regard. This is proven by me being told to contact Amazon ** alone. I've never had an Amazon ** account. They would be unable to help me as there would be no record of an account of them. This is getting quite frankly rediculous and I simply want assistance.

  Business Response

  Date: 12/08/2023

  Hello,

   

  We have reinstated this customers buyer account. We sent an email to the customers registered email address on 8th December 2023 confirming account reinstatement.

   

  Sincerely,

  ********

  Amazon.com

  Customer Answer

  Date: 12/08/2023

   
  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:11/13/2023

  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.

  Several months ago, I was invited to join Amazon's "Vine" program. In short, Vine is a program that selects active reviewers to review items from a predetermined pool. Amazon and the seller receive a quality review and the reviewer gets price consideration on the item. Rule state that you must review items that you receive pricing consideration on. Failure to do so could end your participation in the program. Recently, I reviewed a variation of an item I reviewed before. Since the platform allowed me to select it, it appeared I was within policy to review it. I reviewed the item and the system would not accept my review. I tried for days to upload thinking it may be a glitch, but I had no luck. I opened a ticket with the Vine team and got 3 non responsive replies. All replies stated that a thorough investigation was done and my review was not uploaded because a review was already active. My ticket advised my concern was the fact that rules state, I review items and the system was not accepting my review. As I advised Amazon. I don't care which review they use, but give me credit for my review and remove the item (ONETJOY Car Interior Foam )from my review queue to ensure my metrics are accurate. I suspect AI was responding and not a real person, but now Amazon has a formal complaint to deal with the fact that I followed the terms of use, tried multiple times to resolve what is clearly an error, and received zero service or support.

  Business Response

  Date: 11/15/2023

  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 reviewed your complaint and apologies for the inconvenience you have experienced with Amazon Vine Program.
  
  We escalated this to our concerned team and ONETJOY Car Interior Foam is removed from the queue as requested.
  
  In future, while contacting ********************** you can provide the Order ID and request to cancel item for the reason that this was not reviewable because of the error message saying you already reviewed it.
  
  Thank you for your cooperation.
  
  Regards,
  
  *****************************.

  Customer Answer

  Date: 11/15/2023

   
  Complaint: 20862247
  
  I am rejecting this response because:The failure here was Amazon removing humanity from customer service. Had a person reviewed my concern it would have been handled, but their AI based support system failed to identify or resolve my issues and their claim that adding an order number to a complaint that described the product name in detail again proves no real person reviewed my original ticket.

   

  This issue was 100% avoidable and Amazon attempting to share the blame in this breakdown is not acceptable or professional.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:11/13/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a Sealight **** LED Bulb. The item comes with two bulbs to be used as lights on my car. I placed the order on November 11, 2023 with an expected delivery date of November 12,2023. After placing the order, i received an email from Amazon saying that I needed to be home and provide a 6 digit passcode to the delivery driver. I obliged, and stayed home waiting for the delivery, as it is headlights for my car, and i needed the item quickly. At around 12:00PM I checked the status of my delivery in the amazon app and it said my package was in *********, **, over **** miles away from my house. This was interesting to me, as the package started out 20 miles from my house in *******, **. I started a Online Chat with amazon support. In the chat, i was assured that the package would still be delivered that day, on the 12th. I raised concerns with the associate that the package appeared to be lost by amazon and had now been assigned two different *** tracking numbers in the app, and he was telling me that *** was not delivering the package. He advised that if i didn't receive the package by the 13th, that he would perform a returnless refund for the item. When i called today, the 13th, and raised the issue of the promised refund, all of the representatives dismissed my concern and hung up on me. including three "supervisors"> i did not curse, yell, or use inappropriate language with the representatives, so it was very clear they were disconnecting the calls because they simply DID NOT CARE TO HELP. As of now, Amazon is refusing to honor the promise that they made in writing. they are also refusing to move the package that is stuck in their warehouse in *********, **. I refuse to let a company promise something, in writing, and then choose not honor it. Thats insane.

  Business Response

  Date: 11/14/2023

  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 apologize for the bad experience you had with our customer support team and for the delay in the delivery of your order. I've shared your feedback with our team to avoid it in future.
  
  Upon checking on the details, it looks like the package was routed to an incorrect location/wrong facility center resulting in this delay in the delivery.
  
  When a package is late, we don't consider it lost immediately; we give it some time because in most cases it arrives within a few days.
  
  If you have not received your package or a refund by 26-November-2023, please contact us back through chat or call and we can investigate this delivery further and help you on this matter.
  
  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
  ***********************************

• Initial Complaint

  Date:11/13/2023

  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 purchased ***************** In ear on Sept 7. I received a email that my credit card disputed the charges. I accidentally clicked on line disputing wrong charge. I immediately contacted citi bank and dropped the dispute. My credit card company gave me a courtesy credit. When I dropped dispute. The courtesy credit was reversed and payment resubmitted to Amazon. Here is where the problem is....after this...I returned the item. Since it shows a charge back, no one at customer service understands. They keep telling me that I have been refunded. No one understands that was not the refund. I have my credit card statement from Sept 9 that shows. 1. Payment to amazon. 2. Courtesy credit. 3. Courtesy credit reversed. 4. SECOND payment to Amazon for same product (reinstated the initial payment) I finally found one Manager that understood the problem and told me she would take care of. *****, she promised to resolve..I waited 2 weeks and she hasn't called back. She also called me at 4am in the middle of the night. I keep offering to send my credit card statements and everyone else says no need. Why can't I find one person to understand the refund they see was the charge back when disputed and since then my credit card reversed the dispute and PIAD amazon. That would have been fine...except I returned it since and the chargeback is confusing everyone but me. I am a loyal customer and continue to shop almost daily on Amazon. But over 2 months and no help is wrong. I am owed a refund for ******

  Business Response

  Date: 11/27/2023

  Hello,
  
  We have granted the customers request for a refund.
  
  We sent an email to the customer through their registered email address on November 27, 2023. This email confirms that the refund has been issued for USD 162.55 to the original payment method.
  
  Sincerely,
  
  *****
  Amazon.com

  Customer Answer

  Date: 11/30/2023

   
  Complaint: 20862182
  
  I am rejecting this response because:
  It's been 4 business days and no refund to my credit card. I called them and they stated that there isn't a pending refund at this time. I never received an email at ********************** (amazon account email) as stated in your response. 

  If refunding to credit card isnt working due to the charge back before I returned the item, then give me amazon credit on my account. Please figure out something to give me the money for the product that I do not have. I just dont want to feel ripped off. I dont understand how this isnt resolved. It simple, i cxl the dispute, my credit card reinstated the funds to amazon. This shouldnt affect a return made after. 
  Sincerely,
  
  *****************

  Business Response

  Date: 12/11/2023

  Hello, 
  
  The refund request was already raised on this concern. The refund was stuck due to a technical difficulty. We have looked into it and the refund will be issued to customer's account with 3 business days. 
  We apologize for the delay. 
  
  Sincerely, 
  ******
  Amazon.com

  Customer Answer

  Date: 12/18/2023

   
  Complaint: 20862182
  
  I am rejecting this response because:
  

  I only have 7 days to respond. Today is 7th day. 4th business day. No refund to my credit card at this time. I'm not sure why Amazon is having issues with processing refund. If you can not refund the credit card, then please issue Amazon credit. 

  
  Sincerely,
  
  *****************

  Business Response

  Date: 01/03/2024

  Hello,
  
  We have granted the customers request for a refund.
  
  We sent an email to the customer through their registered email address on January 03, ****. This email confirms that the refund has been issued for USD ****** to the original payment method.
  
  Sincerely,
  
  *****
  Amazon.com

  Customer Answer

  Date: 01/03/2024

   
  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.
  
  Sincerely,
  
  *****************

• Initial Complaint

  Date:11/13/2023

  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 tried several times to get Amazon customer service to issue refunds for various orders that I would say sum up to at minimum 400.00$ , due mostly to poor packaging and delievery. Most recently for example, they sent me a cast iron cauldren with a crack in it with some chocolate and supplements in a jar. Of course, the chocolate was all smashed and the supppements broken. I live in a limited available space without a car, so by time I ask for a refund each time had already thrown out the box and/or useless product, and can never go to a store to return in return timeframe window. Amazon now is forcing me to upload my photo ID which I am uncomfortable doing after having 3 different customer service reps hang up on me for something that is Amazons own fault. I want all my orders refunded over the past year if possible for these inconeniences getting forwarded to email and never answered, as each one had at least one damaged item and this is unethical and unacceptable for a national buisiness. I also expect to be continued to be able to shop with Amazon and receive actual quality products.

  Business Response

  Date: 11/15/2023

  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 reviewed your complaint and apologies for the inconvenience you have experienced with returns.
  
  Our specialist team needs 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.
  
  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.
  
  Thank you for your patience and understanding.
  
  Regards,
  
  *****************************.

• Initial Complaint

  Date:11/13/2023

  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.

  Returned multiple items to Amazon.Tracking number: 1Z6E55409063991120 They received my return; however, they are not giving my items back."Because we noticed abnormal activity on your account, we need your ID to verify the account holder before we can consider your request for a refund"

  Business Response

  Date: 11/14/2023

  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'm sorry for the inconvenience caused regarding refund for the returned order.
  
  I see our team have noticed abnormal activity on your account hence 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.
  
  I request you to please share the requested details by visiting the secured link shared on your registered email id. Once we receive it and verify the details, our team will be able to help you further.
  
  Rest assured, 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":
  
  ************************************************************************************
  
  I appreciate your cooperation.
  
  Please feel free to contact us directly by replying to *********************************************** if we can be of further assistance.
  
  We look forward to seeing you again soon.

   

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

• Initial Complaint

  Date:11/13/2023

  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.

  ORDER # ***-8091159-0440225 Order placed October 24, 2023 Total price $1,794.56 Item: 15FTx15FT White ****** House Castle Inflatable with Slide and Ball Pit, (Sturdy PVC) Large Jumper Bouncy Castle with (950W Blower), Wedding, Birthday Party, Adult, Kids, 15x15x10ft The item arrived damaged in a damaged box. I tried using the item and it would not stay inflated.I need to return the item. Amazon tells me I need a box. I cannot find a box big enough to fit a 15x15x10ft bounce house and blower. Amazon told me on Sunday November 12, 2023:"To request a pickup of your 15FTx15FT White ****** House Castle Inflatable with Slide and Ball Pit, (Sturdy PVC) Large Jumper Bouncy Castle with (950W Blower), Wedding, Birthday Party, Adult, Kids, 15x15x10ft, follow this link:**************************************************************************** Use this link only for this return. For future returns, visit our ********************* to review return options.The link takes you to a form on the Pilot website. Fill out all fields that are marked with an asterisk (*), including this information... Pilot replies via email, typically within two to four hours."I filled out the form November 12, 2023. I never heard back from Pilot, even though they said I should hear back within 2-4 hours. I spoke to a customer service representative after I didn't hear back, and they told me to keep waiting.Then, November 13th, at 9:35AM EST, I received an email from Amazon asking me to upload a front and back photo of my driver's license. I submitted the information. I then received the following email:"Thank you for submitting your ID information. To continue processing your refund or replacement request, you can contact our **************** team after 3 business days of receiving this message. To do so, go to "Amazon ****************":*****************************************"It seems like Amazon is attempting to complicate the return process so that I am unable to return the item. I need help.

  Business Response

  Date: 11/14/2023

  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 our internal team has reviewed this and sent below information regarding the return of the order :
  
  It was a pleasure assisting you with the return confirmation of your Order ID: *******************
  
  I have listed the Tracking number below as well as Pilot's contact number :
  
  Pilot Tracking ID: ***********
  
  Phone Number
  
  **************
  
  If you need any further assistance on this you can reply to the email sent on Monday, November 13, 2023 at 6:31 PM with subject 'A message from Amazon ***************** and our internal team will review this further.
  
  Thank you for your co-operation. Have a great rest of the day!
  
  Regards,
  
  Vishal
  Amazon.com
  *****************************

• Initial Complaint

  Date:11/13/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am requesting a refund for defective item (6 inch mattress that is only measuring 3 inches in all edges) and they asking for outrageously private information like my license.

  Business Response

  Date: 11/15/2023

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

• Initial Complaint

  Date:11/13/2023

  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 refurbished phone on Amazon in September and when i received it it was not working. I returned it with no problems and received a refund. I ordered the same one from a different seller on Amazon and everything was fine until the fingerprint sensor stopped working due to a poorly refurbished device. I requested a refund and sent the phone back and now Amazon is asking for personal information i am not comfortable with giving. They are withholding my money and threatening to drop the case with no compensation.

  Business Response

  Date: 11/14/2023

  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'm sorry for the inconvenience caused regarding refund for the returned order.
  
  I see our team have noticed abnormal activity on your account hence 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.
  
  I request you to please share the requested details by visiting the secured link shared on your registered email id. Once we receive it and verify the details, our team will be able to help you further.
  
  Rest assured, 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":
  
  ************************************************************************************
  
  I appreciate your cooperation.
  
  Please feel free to contact us directly by replying to *********************************************** if we can be of further assistance.
  
  We look forward to seeing you again soon.

   

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

  Customer Answer

  Date: 11/14/2023

   
  Complaint: 20862053
  
  I am rejecting this response because I am not comfortable with sharing that information to amazon. I should not have to share that information with you in order to receive my refund for the item I returned.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:11/13/2023

  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.

  Dear Better Business Bureau,I'm filing this complaint since I couldn't resolve my issue with the business directly. The problem is that I added to my inventory the listing B01JKSS9PK that after some time has been removed from the marketplace due to invalid product identifier. I've been told that the only possibility to reinstate the listing is provide documents regarding this **. But I'm not the owner of this ** and I have no idea where I can get these documents since I have no connection to the legal entity which registered this **.We decided to change the listing to generic to bring it into compliance with the real product information since from the very beginning it's not clearly understandable that the listing is for generic replacement product which is compatible with the Sub-Zero's. And also we thought that it might ease the solution of the problem that the ** doesn't match with the SubZero brand. It shouldn't since it's a different product. The only problem is that when I tried to fix a product page and remove the content that has nothing to do with the product (I need to mention that I haven't created this listing, I am just trying to fix it), my request got refused since the problem is with ** and the listing got removed. I cannot change ** on the listing, and I have no possibilities to contact the ** owner and receive documents requested for a product and that this ** has nothing to do with the brand. I ask for your assistance with this matter, we saved all changes we could on the listing and provided the Amazon team with the whole bunch of changes that we are trying to make including the incorrect brand attribute and correct attributes information as well as an image of the product in high resolution. We asked them to change the *** but got rejected in the end. Please, contact the business and provide them with my request of assistance on fixing the listing. Please, help us update the *** and get this listing reinstated.Best regards!

  Business Response

  Date: 11/15/2023

  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 15 Nov 2023. 

  Thanks, Amazon.com Seller Performance

  Customer Answer

  Date: 11/15/2023

   
  Complaint: 20862034
  
  I am rejecting this response because: The business has sent us a request to implement the actions we mentioned in the appeal. We do not agree with such a decision, firstly, because an appeal has never been requested by the business and has not been provided by us (this means that we had/have no way/tool to solve the issue like that). Secondly, all the actions described by us in this complaint have been implemented. We cannot make changes to the listing ourselves due to its removal from the Amazon catalogue, so we saved the new attribute content in the "edit" button and requested an update of the listing from the Amazon team via the fix a product page case to replace the wrong content with the correct one. However, the team refused us twice, in connection with which that complaint was filed. So we asked business to escalate this issue and update the *** from their side (since we have no technical and physical abilities) so the content which is required to be removed will be finally removed.
  We also ask the business to solve the problem within the framework of the complaint and the situation described in the complaint.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 11/18/2023

  Greetings from Amazon,

  I understand that the seller would like to edit the attributes such as

  1. Product Description
  2. Key Product Features
  3. Product Name
  4. Brand.
  5. Images.

  Unfortunately, we will not be able to edit the attributes as the ***** B01JKSS9PK as the **** is suppressed.

  In order to reinstate the **** you can provide the proof via one of the following methods:
  
  * A copy of the certificate issued to you by GS1 showing your legal entity and associated GTIN prefix(s), along with proof that the legal
  entity on this certificate is related to your brand, such as a trademark registration or website which displays your products or brand and its
  relationship with the *** or EAN owner. We only consider official websites owned by the brand, manufacturer or the *** or EAN owner - the
  affiliation must be clearly called out.
  
  * A document from the manufacturer or brand owner clearly calling out the affiliation between the brand and barcode owner OR stating that you
  are allowed to use your own GTIN to sell unique products with their brand. If you are using your own GTIN to sell unique products with their
  brand, provide a copy of the certificate issued to you by GS1 showing your legal entity and associated GTIN prefix(es).
  
  This document from the manufacturer or brand owner can be in the form of a trademark registration, legal agreement, letter of affiliation, or
  email. This document should be legible, contain letterhead preferably with the logo, and include the issuers name and contact information,
  including a point of contact at the brand or manufacturer that Amazon can contact to verify.

  Once you provide the document, we can contact the concerned team for reinstatement
  

  Customer Answer

  Date: 11/23/2023

   
  Complaint: 20862034
  
  I am rejecting this response because: We are not creator of the listing, and we are not the legal entity that registered this product identifier so we have zero opportunity to receive and provide documents you requested. However, it has been in Amazon catalogue, and this product is in our inventory so we have to resolve the issue with it but Amazon doesn't let us fix the listing due to restrictions we cannot deal with. Please, let us change the listing details to remove the reasons for removal from the listing.

  
  Sincerely,
  
  *************************