Complaints

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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:11/12/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Theres two different orders id like to resolve, the first order is for educational flash cards: Teachers ******* Educational flash cards for toddlers, order# ***-1196204-9388212 sold by *********************** corp The seller took several days to respond to me, I had to reach out several times for them to respond to me, the cards were not as described, the plastic rings dont hold the cards well, when you flip the cards they come undone, and the social and emotional and manner cards the little girl in the picture looks the same, I found it difficult to process and Im an adult, with homeschooling you have to have more then 30 days to see if the product is going to work, so I told this to the company they said I had to return them, well amazon is not willing to return them, I want a full refund The other Order was ordered back in march a 7-pack of full soft yoga pants, they came in really sheer thought maybe theyd be decent for summer, almost every pair ended up with holes, order number# ***-7743158-0158658 and the cost was $35.99, i was looking to contact the seller, amazon would not let me, sent me to associate after associate, the last associate was sarcastic and basically told me i over wore them and i was fat. I tried to contact them again, and again Im constantly sent else were, id like a full refund for both my orders, the last time i sent in a return i had to contact you guys because they held my refund for weeks, and the refund before the the *** driver stole it and i did not receive a single bit of money for my refund Also in the same order as the yoga pants, #***-7743158-0158658 i ordered sterling silver earrings and reached out and no response, cant cont the seller, def not silver, my ears blistered panshi sterling earrings silver hoop, sold by crown jewelry store, they wont let you contact the seller $14.44 for them

  Customer Answer

  Date: 11/14/2023

  In the past weeks I've had many altercations with Amazon, I've reached out in regards to some sellers and asking Amazon to help me get in touch with some sellers from the prior complaints. And they refused to help me sent me down rabbit holes of different associates and they never had good communication with each other. 
  
  I reached out about yoga pants to try to each the seller, I paid ***** for a 7pk they was thin and sheer and did not wash well. I didn't return them because I've had issues with returning every single item I have ever return to Amazon, I've had them keep my return and not give me my money, theyve lost my return, kept it and not give me my money for weeks until I reached out to you guys, I also even had a *** worker steal an orders, they charge you to send things back, don't give you enough time to review it. I reached out one last time and the employee basically told me I was fat and outwore these pants because I bought them in March, well how do you I wore them that much? 
  
  I also in September bought Miss ****** flash cards from *********************** corp, the company said they would return them for a full refund, Amazon denied that request even though the actual seller granted it. This were $19.99
  
  Then they didn't have proper communication on the app and a huge Christmas order I had order said running late for over a week. So I asked about it, and they told me to contact the cops
  
  I found my orders my husband had put them in another spot in our house, I went through them and they gave me loose ***** underwear placed in a clear bag with a peice of tape, two packs like this, $15.99 @ 2 packs, they weren't used, it was more like someone else ordered them and must of returned for the wrong size so I used the chatting part of the app, and told them, well they was rude and responded with I needed to provide my license for further returns on this order. 
  
  My license is my right, I shouldn't have to show my license because I did not want to return the underwear and not received a full refund. Because they take a "restocking" fee and not to mention returning never goes well. 
  
  So I decided I'd call Amazon and chat with them to try to resolve this, so 11/13/23 at around 4pm I chatted with a nice lady, she listened to me and told me It was my right, I didn't have to show my license to return items and because I've been through so much with Amazon her supervisor approved her to give me a $50 promotional code, and it would be applied in 2-5 hours. I thanked her 
  
  I checked the next day nothing was there, so at 7am 11/14/24 I chatted with a gentleman who tried to help me, he then sent me to a girl named *** and she was a total jerk, talked above me, yelled at me, told me to get it out, wouldnt let me talk, completely belittled me, then proceeded on telling me return the underwear, and no the promotional code, the phone call was not even about the underwear it was about a $50 code I promised. And she completely belittled me yelled and then hung up. 
  
  So then I was so ***et I tried to reach through the chat some sort of higher up so I could report the employee. And all day it's been rabbit hole, they don't understand. 
  
  I want my refund on all items listed. 111-6131156-7772224 is the item number for under $15.42 and $15.56, I want my refund for the flashcards $19.99, and the yoga pants *****, and I want the promotional code they sent me for the $50 dollars, I want to be compensated for the items I bought, for them not letting me speak to the sellers to resolve issues, for being harassed, violated, bodyshamed. For them to not do anything. I irritated and I'm sad and I'm hurt. Id settle for them to refund me to my giftcard balance. $100 it's less than what I'm asking. I'll be more then willing to chat, and show more emails, and pictures of how they sent things. 
  
  I ordered a **** order for Christmas for my son's, so what is the $600 gift didn't work I can't return it without my license, so scammers and hackers can get my information. Unprofessional. I want there apology and I want to be compensated for everything complaint 

  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 Order ID: ******************* & Order ID: *******************
  
  Unfortunately return window for both the orders expired and we are unable to process any return or refund request for any products in these orders.
  
  Thank you for your cooperation.
  
  Regards,
  
  *****************************.

  Customer Answer

  Date: 11/16/2023

   
  Complaint: 20860072
  
  
  ******** would like to be compensated the promised promo code amount so i can at least purchase sanitary underwear for my son, and also an additional 50 for being harassed like i was not once but 3 times, so $100, and i want to reassurance that i can return any item if need be without giving out my license like im some sort of criminal, any other time when something looks suspicious they call me and ask me if there is suspicious activity on the account I've been a ******************** customer for ****** never have i ever been told to give me license ever. 
   
  my past year with amazon has not been good. I'm just writing so i can better explain myself so maybe you can understand what im trying to achieve. First off, i live in an area where there really is not a drop off area to send back items, and most of the time *** will pick up the items, any item you send back amazon takes back like half of the refund, and i have an issue with that, so that's why i like to strictly for the most part deal with the sellers themselves because you get the most better outcome.  In march of this year i bought myself a big pack of legging capris they came 7 in the pack, they did not wash well at all, i tried to reach out prior but amazon wanted half of the return, so i decided I wouldn't return them. So i just tucked them aside, so i got thinking that maybe id reach out to the seller instead recently, so i reached out a week or so ago just asking to get in touch with the seller, i was sent down a complete rabbit hole of employees through there texting app on the amazon app, like none of them had communication at all, constantly having to repeat myself, when simply all i wanted was to figure how to get in touch with the seller, finally after about the 10th employee, i got one employee who was chatting with me and they was completely sarcastic, basically telling me i was to big for the size i ordered and i must of out wore them by wherein them all the time, i responded back with how do you know I even wore them all the time, and that i was just looking to get in touch with the full soft seller of the capris. Well she then decided i could return all the leggings but id only get 7 dollars for them, i paid *****, i felt horrible after having my weight body shamed because they were to irritated to actually do there job, and just let me contact the sellers, i think its simply but to them it just wasn't i guess 
   
  In September i purchased some ******************* flash cards from a company named *********************** corp, the cards where $19.99, i used them like twice with my son, we are a homeschooling family, and honestly as any mother would understand not ever child learns the same, and I needed more then ************************************************** so the company said i could return them for a full refund, but sense amazon fulfilled the order, they'd have to give me the label, amazon denied that even though the seller granted the permission. 
   
  I before any of this happened placed a huge Christmas order with my husbands credit card, it was a $1200 order, since im a homeschooling mom and im with my children 24/7 its not like i can just take them into the store, so amazon was how i had to go, honestly it was not my first choice but I went with it and placed the order, for several weeks a large lot of he order said running late but on its way, so i contacted amazon and they said i needed to reach the authorities, first of all, the authorities are not going to do anything but tell you to look with the neighbors and not do anything, it happens with my friends all the time, but needless to say my husband put them in another spot and did not tell me, I found them, they put like an item in one box so i had all these small boxes with like one thing in its, well in this order were two packages of ***** underwear size small for little boys, these underwear were loose in clear package with a piece of tape both packages, $32.00 in underwear, kinda like another mom ordered the wrong size and sent them back. So I used the texting option so my kids can't hear what im talking about because this is in regards to there Christmas, the associate said sorry about the underwear and that i needed to return the item, again you don't get the full refund, so i declined, im sorry but times are tough your not going to get half of my money its not going to happen, well then this harassment started with I couldn't return any of my big Christmas order unless i gave them my license, how do i know there not scammers? I mean you have no clue anymore in this day and age. So i instantly got on the phone and called them this was on 11/13/23 and i spoke with a nice lady, who told me no way did I have to give my license, and because i was failed by other associates she was going to speak to her supervisor, i placed on hold and when she came back she told me for compensation for what I've been through they were going to give me a $50 dollar promotional code and not worry i did not have to provide my license to return any items what so ever that it was my right, i asked her again because one of the items bought for my child was a $700 item, so come Christmas morning what if this item doesn't work and I can't return it because they want to be ***** and want id. 
   
  Typically i use giftcards to purchase items, but obviously this was Christmas so i used my husbands card, and it was verified with my husbands credit card company, so idk if that's what there deal is because i normally use giftcards, and honestly i do that because i had a issue with them taking to much money out of my acount before.
   
  So since the promotional code was not applied i called back the next day and this was 11/14/23 at 7am in the morning so my children could not here me, i got this nice gentlemen and he tried to troubleshoot as to why the card was not placed, he then then sent me to someone named ***, and she would not let me talk, yelled at me, told me i needed to return the underwear, i kept trying to talk and she wouldn't let me, and when I finally did get a word in edge wise she told me to cut to the chase, i told her this wasn't a return issue it was I didn't get the promotional code the prior associate the day before had promised, she then started getting more irate and then told me no and just hung in the middle of me  asking her if they communicate or keep a log of phone calls, she completely belittled me
   
  So then i wanted to speak with someone higher up, someone that speaks English and could actually listen to me and understand what i was trying to achieve, im a customer, i was body shamed, told i was to big for the size yoga pants and that i wore them to much, i was violated of my rights with the license bit, and there still going on about it, and then i was completely screamed at, i do have proof of he phone call of he girl that promised me the promo code of  $50 in my phone logs, i shoudnt have to be treated so poorly, they have all this stuff in there policy about you have to treat there associates nicely but what about the customers?  I don't even have the comfort of knowing that if something i got my kids for Christmas wrongs that I can't return it at all. Then if you do they take half of your money, no other retailers do that but them, we are in really trying times,
   
  I want an apology and the comfort of them telling me that I dont have to provide my license, they could simply ask me to change my password, i dont feel comfortable with that at all, but i also feel uneasy because i did make a huge order with them, you'd think with such huge order supporting there company they would be willing to work with you.
   
  Also in the past i returned 3 orders, they kept the refund for like 5 weeks and refused to send me my money, which i had to reach out to you guys to get my refund for that, and then i also had a *** worker steal my order, and never got refunded for that. They send me a carhartt hoodie that had someone's initials the hoodie i sent them a photo, paid $50 and they only gave me like $10, you have to understand they dont have a GOOD track record with returns at all, 
   
  Sometimes you get a decent associate but lately the customer service all says something different, I've tried all day yesterday and today to reason with them and they all say something different, one says no its right no need to provide your id, the other says I do, the other one is yelling at me, the other one is clueless, its like there is no communication. I should not have to reach out to the bbb because they like to steal from there customers,  my phone number is ************. I almost want to take legal action against them, i know if i was supervisor and I heard my employees did this not once but on 3 accounts id would compensate without hesitation, 
   
  Oh also we got a **** giftcard, bought through amazon and the giftcard was hacked, so I truly dont feel comfortable at all, with the license bit at all. Thank you *******************************
  

  
  

   

• Initial Complaint

  Date:11/12/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Amazon committed 2 infractions 1. lost qty 10 of our gauges sent to FBA ASIN# B0CG4R9T2T. We had sent them 20, sent all the proof they lost 10. These are valued at $10 each. They owe us $100 as store credit 2. Amazon unfairly suspended our seller account for no fault of ours, owing to a product listed on amazon.sa portal. After 10 days of endless complaints over phone/email/submittal of documents they re-activated our store, acknowledging their error. I spent 10 hours and lost 2 weeks of business. We request $180 as compensation as Amazon store credit

  Business Response

  Date: 11/16/2023

  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 11/16/2023. 

  Thanks, Amazon.com Seller Performance

  Customer Answer

  Date: 11/17/2023

   
  Complaint: 20860043
  
  I am rejecting this response because:

  we have given Amazon enough evidence of gauges imported and FBA qty 20 based on box weight. They are trying to deflect owning up the gauges are misplaced. As for the ***** store fiasco, a simple apology is NOT accepted. Monetary compensation has to be provided
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 12/18/2023

  Hello,
  The email address through which this complaint was raised, ************************ is associated with an Amazon account registered in the Amazon ************ store.
  
  We recommend that the seller sends information about this complaint to Amazon through the channels offered to the seller via email or through the sellers Account Health Dashboard in Seller Central.
  Thanks,
  
  The Amazon Seller Performance Team

  
  

  Customer Answer

  Date: 12/18/2023

   
  Complaint: 20860043
  
  I am rejecting this response because:

  Incorrect, that is only one part of the complaint. The other is Amazon fulfilment lost 10 gauges

  we raised this issue back to Amazon so many times. They asked for purchase invoice, we sent them all documentation. They owe us money back for losing our inventory and wasting so many days on the closed .sa store issue, both of them
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:11/12/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I recently bought Beats Pro earbuds for myself and my wife (two sets). The first set I received was broken, and my wife's was fine. I had a replacement set sent. The replacement set was also broken. I was done with trying to get a working set of earbuds, so I sent them back for a refund. I received a letter from Amazon saying that they had received the wrong device and threatened to kick me off of Amazon. I have been a loyal customer to them and spend a large portion of our income with them. That has nothing to do with the earbuds; it's just a pretty terrible way to treat a customer. I believe I got things mixed up and returned my headphones under the order I placed for my wife's set. This would be why the SN/IMEI doesn't match. I'm submitting a photo of the SN/IMEI on the earbuds we still have. I would like them to compare this to the order I returned under to see if this was just a mix-up. Overall, they need to return the set that I sent them so I can properly return them or issue a refund. I paid for the item. In the email I've attached, they have admitted they received the earbuds. They don't get to keep the item AND my money. I think this is all a confused mess. I have chosen a ******* Amazon location, but I don't know if it's the correct one for this. There's no way to know which one to contact, and the account specialist will not respond to emails.

  Business Response

  Date: 11/17/2023

  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#***-0299497-8513800.

  Based on the results of our investigation, we aren't able to provide a refund for this order. Our returns department advised us that they received a set of black Beats Powerbeats Pro wireless earbuds] with different SN/IMEI [SH2DJFT39PXLL]. We confirmed the Beats Powerbeats Pro Wireless Earbuds - Apple H1 Headphone Chip, Class 1 Bluetooth Headphones, 9 Hours of Listening Time, Sweat Resistant, Built-in Mi from order #***-0299497-8513800 was in the box given to AMZN_US at the time it left our fulfillment center.

  You can review our return policies in the Returns, Refunds and Title section of the Conditions of Use, available at the link below:
  www.amazon.com/conditionsofuse
  
  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: 11/17/2023

   
  Complaint: 20860010
  
  I am rejecting this response because: Then you are admitting that you still have the earbuds that I PAID FOR. You havent read anything I submitted! I simply returned them under the wrong order. Return my property to me, now, or I will be filing in small claims court. Return my property to me!!!!
  
  Sincerely,
  
  *************************

  Business Response

  Date: 11/20/2023

  Hello,
  
  I'm Prashanth from Amazon.com.
  
  I realize you're upset, and I regret we've been unable to address your concerns to your satisfaction. At this moment we are unable to provide a replacement/refund for this order.
  
  We've disposed of this item and can't return it to you. Per Amazon's return policy, Amazon doesn't store mistakenly sent items, and no compensation is provided for incorrect items sent to Amazon. You can refer the below link for more information on mistaken returns
  
  **********************************************************************************************************************************************
  
  Thank you for your patience and understanding in this regard.
  
  Regards,
  
  *********

  Customer Answer

  Date: 11/21/2023

   
  Complaint: 20860010
  
  I am rejecting this response because:
  You have got to be kidding. This has to be the most ridiculous customer service experience I have ever had. How simple minded can you guys possibly be? I accident sent them back under the wrong order and instead of reaching out about the misunderstanding, you threw out my property?! This could have easily been corrected with a simple email or phone call. I JUST RETURNED IT UNDER THE WRONG ORDER. Maybe youll actually read what I am saying if its capitalized. You havent listened to a single thing *** said. It really seems like your employees wanted to pocket something that wasnt theirs. Either way, you are thieves. Small claims court it is! I will be getting that money back. Our family is done using Amazon and their services. I will be telling everyone I know about this absolutely moronic handling of a simple mistake by your inept and dishonest staff.
  Sincerely,
  
  *************************

• Initial Complaint

  Date:11/12/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  As a seller on Amazon.com, we used amazon FBA service. We sell summer seasonal items sales season. Amazon *****ed us a storage volume of ****** cubic ft of storage in their warehouse network) for which they charge only on inventory at hand), based on that information we ordered a full container load from our supplier in *****, when the container finally checked in, and we used approximately ***** cubic ft. Amazon then lowered my capacity limit for the month of November to *****, inducing on us an overage fee if our inventory levels don't fall under the limit of $10 per cubic ft per month. After opening numerous cases with support they declined to ***** additional storage. This overage fee would have costed us $1***** per month for the foreseeable future on top of regular storage fees that they charge October-December $2.40 per ft so a total of approximately $22K for this. We couldn't've destroy or remove the inventory because Amazon removal and disposal fees are the same at $2.83 up to the first 2 LBS and **** for each pound thereafter. My cheapest way is disposing ***** units that weigh **** LBS each which at best. After that we put in a bid of $6 per ft "reservation fee" for the additional space which amazon accepted only one request for ***** ft at $****.Because of this we had to try to sell through our inventory at significant losses, spending thousands in advertising. I am requesting the following:1) Amazon acknowledge that the denial request given to me was in error.2) that denying us the right of more storage and lowering our capacity when inventory not being there for ****************************************** losses.3) amazon will address the plight of seasonal products that have to pay huge fees just to keep the inventory until next season (by reducing removal cost etc.4) that amazon vendors have an unfair advantage over FBA sellers in seasonal items 5) that they don't charge me for overage and refund unfair storage fees

  Business Response

  Date: 11/14/2023

  Greetings from Amazon.com,

  We have reached out to the Selling Partner regarding their concern. Please advise them to refer to Case ID ***********.

  Customer Answer

  Date: 11/15/2023

   
  Complaint: 20859981
  
  I am rejecting this response because:
  I have yet to hear anything from them. They are bleeding my business dry from errors their system did.
  Sincerely,
  
  A Sch

  Business Response

  Date: 11/18/2023

  Hello from Amazon.com,
  
  Please advise the seller that we have forwarded the information about their issue to our internal FBA team.
  
  We highly recommend that seller wait for the update of the case ID *********** and kindly refer to that for any future correspondence on this issue.
  
  Thank you for your time.

  Customer Answer

  Date: 11/21/2023

  Amazon has responded by basically ignoring my concern, pretending that I am asking for a storage increase (when obviously that's not the case, how would I now ask for a November increase? Besides the increased it after I paid for additional storage to steal from my performance credits from 33% to 21% trying to bankrupt me).

  Their system error is constantly still sending auto replenishments from AWD to unjustly enrich themselves from prohibitively high storage fees in the *** centers for a product I have hundreds of units in stock and barely sells now due to WINTER SEASON.

  Here are the amounts of units they are sending, (NOTE: each unit is approximately 1 Cubic foot, that will cost me some for November $2.40 in December, **** in January, **** in February). I tried and opened multiple cases telling them that there is a bug in their system that's sending hundreds of units to an overstocked listing. Ignoring my concerns multiple times.

  ***17JDXVDCX 20 units

  ***17J8NCV48 312 units

  ***17J8SWB6Q 104 units

  ***17JQ0YSR9 244 units

  ***17JPSSFK8 440 units

  ***17J8RC3K5 44 units

  ***17JDXY7C0 8 units

  ***17JQ2R3L9 176 units

  ***17JJYM4GH 12 units

   

  After opening multiple cases about this crazy error on their part amazon refused to acknowledge that sending in this amount of inventory to a product listing that still had over 700 units in the *** network was an error. responding with a canned response, we are using proprietary software to make these decisions, as if it matters if it was human error or proprietary. They are deliberately refusing to respond in a normal professional business matter. It's their error, and there's no one to talk to.

  Business Response

  Date: 11/21/2023

  Hello,

  The seller has an open Case ID addressing this: 14297922381. Seller needs to continue to refer to the open case ID and wait for review to be completed. 

  Thanks,

  Business Response

  Date: 11/28/2023

  Hello,
  
  The seller must refer to Case ID *********** where we're communicating with them on this.

  Business Response

  Date: 12/10/2023

  Hello from Amazon.com,
  
  Please note that we have forwarded the information about your issue to our internal FBA team.
  
  We highly recommend that seller wait for the update of the case ID *********** and kindly refer to that for any future correspondence on
  this issue.
  
  Thank you for your time.

  Customer Answer

  Date: 12/24/2023

  Refer to case ID ***********  - Amazon is doing it again, reducing my storage capacity to below current usage, I am currently using ***** Cu Ft, Amazon has confirmed my January capacity to ***** Cu Ft, essentially slapping me with 500 cubic ft in overage, while I gave also given in a bid of increased capacity to avoid this and the headaches with asking amazon for reimbursement through BBB and other means, amazon has disregarded my bid and let it expire on the 23rd. While last time amazon has extracted unjustly money for increased capacity, and even now I have an ongoing bid, this is just not right, after I paid for this inventory to be stored in Q4 almost $60,000 now amazon is trying to extract approx $5,000 in overage although the know that my brand is seasonal and disregarding it and hitting my *** and seller score. 

   

   

  Last month amazon has slapped me with an approximately $5,000 in storage utilization surcharge and will do it again, that $10,000 that they unjustly took. It's unbelievable how they arent being honest about this. I am trying to make an honest living, Amazon already made from me over $250,000 the last 9 months while I am behind on my credit card bills and can't afford basic nessecities, I am just trying, They took almost $60,000 in Q4 fees although I sell seasonal summer, giving unjust replenishments and now all these fees, it's really unbearable anymore. I am just trying to be decent, I am not asking for what's not mine, I am adhering to every policy, I pay my dues, but this is just not what they say, they said that I won't be hit by that, not even a single ***** have they given me back. I am paying and paying for their errors and mistakes.
  
  Please refer to the bottom.
  Amazon Rep ********* has written to me on December 7 the following:
  
  Hello,
  
  I am reaching out to you regarding the storage capacity limit experiences.
  
  I have a follow-up regarding Point #5. Our account health, inventory performance and potential overages, and 13 week and 27 week fees have, yet to accumulate we expect this to take a meaningful toll on our profitability resulting in a loss of no less than $3,000.
  
  It was confirmed the Auto Replenish ratio for the ASINs is more than 70%. Because of this, you are eligible for Auto-replenishment incentives like capacity limits exemptions through FBA and will not be charged overage fees for the ASINs.
  
  Auto-Replenishment provides incentives like capacity limits exemptions through FBA which, while not directly impacting the *** scores, have a positive impact on ***s calculation index. Also, sellers are not charged overage fees for the ASINs, where Auto-Replenishment ratio is greater than or equal to 70%. To evaluate whether an ASIN qualifies for no overage fees, the Auto-Replenishment ratio is calculated in the following way:
  
  Auto Replenishment shipment quantity / (Auto + Manual + Add-on + Direct Inbound to FBA) = Auto Replenishment Ratio
  
  You will, by default, receive these benefits provided the Auto-replenishment ratio as per the help page link provided below:
  
  Replenishment from Amazon Warehousing and Distribution (AWD) to FBA network - ****************************************************************************
  
  As per your mention of loosing around $3,000 regarding the experience, it was confirmed there was no deviation from expected behavior within the Amazon Warehousing and Distribution (AWD) end of the system. As such, the case is not eligible for reimbursement.
  
  I recognize that this is not the result that you were hoping for, but I want you to know that I did my best to provide you with the correct information based on our current policies. I do apologize for the inconvenience and frustration this may have caused.
  
  To help us continually improve, we ask that you take a moment to complete our survey below to tell us about your experience with this specific interaction.
  
  Were you satisfied with the support provided?
  Very dissatisfied
  Dissatisfied
  Neutral
  Satisfied
  Very satisfied
  
  Thank you!
  
  To view your case details, or respond, please click **************************************************************************************************************
  
  Please note: this e-mail was sent from an address that cannot accept incoming e-mail. If you require additional support please contact us ******************************************************
  
  Thank you for your patience and understanding.
  
  ******************
  Selling Partner Support Executive Escalation Department
  ======================================
  Should you have additional inquires or feedback, please contact Selling Partner Support and they will do their very best to support you in a timely manner:
  *********************************************************
  
  To view your case:
  ****************************************************************************************************************************

  Business Response

  Date: 12/27/2023

  Greetings from Amazon,
  
  I understand that the Seller is contacting us regarding the overage fees and the capacity limit increase.
  
  Our concerned team has investigated the issue and according to them;
  
  The capacity limit increase request has been denied.
  
  Capacity limits are announced monthly. The seller will receive one capacity limit per sort type for each month.
  
  According to the seller's previous 8 weeks of sales, they have sold **** units in their standard sort type. This is pulled from their business reports. Based on sales data, sellers' current limit is sufficient.
  
  The selling partner's account is not eligible for a reimbursement of funds.
  
  For more information, please refer to the below help page links:
  - Capacity Manager: ****************************************************************************
  - FBA Capacity Limits: ****************************************************************************

  Customer Answer

  Date: 02/08/2024

  Amazon has on November 14 confirmed through ******* Chelsea * on amazon Case ID *********** that the error their system did to auto replenish a seasonal summer item (pool recliner float) from amazon upstream facilities to the *** network, will not hurt our IPI scores, hit us with a storage utilization surcharge as well as not hitting our account with overage fees. All of these things happened, and amazon is basically ignoring my cases i am opening to resolve this. A representative abruptly canceled a chat case I had opened (ID ***********) and a representative hung up the phone on me while discussing this issue (ID ***********). It seems that amazon has implemented a policy of just ignoring reasonable cases for discussing fees etc. So here I am following up.

   

  We have since paid (on top of paying for the high q4 storage for inventory that wasn't need and we paid for their mistake) Overage fees, we had to purchase more inventory, our IPI score was lowered on a daily basis and we are charged with prohibitively high Storage "utilization" surcharges, and all for amazon's mistakes.

   

  Not to go over old details, but amazon has basically charged us in all of this over $70,000 over the past 3 months. (including the storage for that) 

   

  We are requesting Amazon honor their commitment to us and refund us the Utilization Surcharges, the additional storage that we had to bid and purchase, the ovarage charges, and bring back up our IPI as promised. it will come out to an approximately $40,000 refund we are asking for. 

   

  Thank you

  Customer Answer

  Date: 02/08/2024

  That is not the case, amazon has responded, and they are not honoring their promise. 

• Initial Complaint

  Date:11/12/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The item is called *********************** Oversized Slim Runway Watch, and the order number is 113-3975784-3682604. I received the item on October 7th, and immediately noticed that the item had the wrong color and tint that I wanted. So I repackaged the material and sent it off for return through *** on ***********************************************************. Amazon promised that it would refund me when they receive the package. It has been more than a month now and I still haven't received a refund. I have tried contacting Amazon **************** many times with no avail. Every time they send me an email to verify my ID but the verification link does not work or flags phishing alerts in my browser and ISP. If Amazon needs to verify I returned the package, they can always call *** but they refuse to do so.

  Business Response

  Date: 11/14/2023

  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 113-3975784-3682604.
  
  After careful review, we see the information communicated by our team is correct. For certain orders, our specialist team requires a government issued identity proof to investigate the order in question. Please be rest assured that any information you provided is handled according to our Privacy policy.
  
  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:
  *************************************************************
  
  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.
  
  At this moment, we are unable to take action without ID validation. We request you to use the link with different browser to upload the documents, as we see the link is up and running.
  
  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: 11/17/2023

   
  Complaint: 20859966
  
  I am rejecting this response because again, the portal link does not work, and it tells me that no ID verification is required. Please fix this and make sure that the customer can submit their documents without problems like these.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 11/20/2023

  Hello,
  
  I'm Prashanth from Amazon.com.
  
  Thank you for notifying us with issue related to the link. To proceed further, kindly contact us back using the below link, so that we can request a new link to upload the ** for verification
  
  ********************************************
  
  Thank you for your patience and understanding in this regard.
  
  Regards,
  
  *********

  Customer Answer

  Date: 11/26/2023

   
  Complaint: 20859966
  
  I am rejecting this response until my issue is resolved with Amazon. I was successfully able to submit my identification to Amazon but this complaint will not be dismissed until they reach back to me with a successful verification.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 11/28/2023

  Hello,
  
  I'm Prashanth from Amazon.com.
  
  Based on the records available, we've not received the ** yet for verification. At this moment, we are unable to issue refund or take action on the order.
  
  Thank you for your patience and understanding in this regard.
  
  Regards,
  
  *********

• Initial Complaint

  Date:11/12/2023

  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 have contacted Amazon on and around 10/02/2023 regarding an item I got from one of there marketplace sellers. Order #***-7835994-9237012. Item is defective and I have done everything in my power thru Amazon for them to resolve this issue surrounding a defective product. They keep telling me one address while the seller is telling me something else. This is an international seller.

  Business Response

  Date: 11/14/2023

  Hello,
  
  We have denied the customers request for a refund. Due to the proprietary nature of our business, we do not provide details on our investigation methods.
  
  We notified the customer of this decision by email on November 15th 2023.
  

  Sincerely,
  Amazon.com

  Customer Answer

  Date: 11/15/2023

   
  Complaint: 20859964
  
  I am rejecting this response because:
  
  Today is not November 15. Also have not been provided a label as they mention. 
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:11/12/2023

  Type:Order 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 refuses not to ship my packages via the *** so I do not receive my orders Its not acceptable that to receive my orders I have to send them to another address

  Business Response

  Date: 11/14/2023

  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.
  
  Im very sorry to know about the delivery experiences youve had with **** While we don't have much control on the carrier's method of delivery or their service, we do have other actions that we can take, should the carrier's delivery issues become frequent.
  
  I've submitted a request from my end to depriortize the *** carrier. We don't have the ability to remove carriers entirely, and it can take up to three weeks for this change to take effect.
  
  Giving priority to other carriers doesn't guarantee that this carrier won't be chosen in the future, as some delivery methods are only assigned to **** This change is specific for a particular shipping address. If you send items to a different shipping address, the carrier might be chosen to deliver the package.
  
  Please note that making changes to your address on file, such as adding a new phone number or updating the name, will result in the priority lowering request being deleted.
  
  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: 11/14/2023

   
  Complaint: 20859957
  
  I am rejecting this response because:
  That should have already been filed a month ago when this issue happened and no one did anything  or cares about the issue 
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:11/12/2023

  Type:Order 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 an air purifier and received a used air purifier that was not the one we ordered. I tried to get a refund and send the item back. Amazon is demanding I send in our ID before getting a refund. This is illegal and I feel very uncomfortable sending in our IDs as that has nothing to do with our refund. Amazon has enough of our information already. This is illegal and ridiculous.

  Business Response

  Date: 11/13/2023

  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 incorrect item received.
  
  I apologize for the inconvenience that you've experienced in this case.
  
  I've checked and see that there is no return initiated from your end as the return is already created for the item. 
  
  Once the return is received, the returns team will investigate and assist you further.
  
  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.
  
  I would request you to provide the requested details to the team for further investigation and assistance.
  
  Please feel free to contact us directly by replying to *********************************************** if we can be of further assistance.
  
  Regards,
  
  Arun
  Amazon.com
  ***********************************

• Initial Complaint

  Date:11/12/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Sent my product back and the information screen says to contact Amazon about getting a refund. Contacted Amazon they told me to wait until November 1. Contacted Amazon November 2 and was told to verify information sent them all information needed, and was told Id have my refund in 2-3 days. Over a week and numerous times asking where my refund is, I contacted chat and the said I need my ID due to suspicious activity on my account. I asked what the suspicious activity was and the associate ended the chat. *** spent over ten hours trying to get my refund and still havent gotten my refund.

  Business Response

  Date: 11/13/2023

  Hello Heather,
  
  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 am sorry about the way customer service has handled your concern. I will take a ***** feedback and escalate it on high priority to the concerned department and make sure necessary actions are taken to mitigate such instances in future.
  
  I've reviewed the order and your account. I see our team has taken necessary actions on your account and sent you email correspondence on your registered email address on November 12, 2023. I request you to please check your inbox for the correspondence and submit your ID for verification so our team can assist your further with refund.
  
  Please note that due to proprietary nature of business, we won't be able to share the details of investigation methods and I'm unable to offer additional insight on this matter.
  
  Once you submit your information, it can take up to 3 business days for us to finish our investigation. Our team will further assist you with refund. You can contact our **************** team after 3 business days of receiving this message. To do so, go to "Amazon ****************":
  *****************************************
  
  Please feel free to contact us directly by replying to *********************************************** if we can be of further assistance.
  
  Thank you for your understanding. Have a great rest of the day!
  
  Regards,
  
  Sahitya
  Amazon.com
  
  ***********************************

  Customer Answer

  Date: 11/19/2023

   
  Complaint: 20859940
  
  I am rejecting this response because:

  theu have not refunded my money I have done all the necessary steps they have asked for and still havent gotten my money back I even sent them the original tracking slip to and receipt from the drop off. I should have gotten my money back by now. I keep having to deal with customer service representatives who tell end the conversations. Which is not right I have plenty of screenshots from instances like this. 
  Sincerely,
  
  Heather ***

• Initial Complaint

  Date:11/12/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  They are requesting an id which is in violation of my rights as a consumer for a product I returned over a month ago they are holding my money hostage at this point and are threatening me saying I will not get my money back unless I upload an id I do not want my personal information like my id number out on the worldwide web and they get there product back over a month ago brand new I didnt even open the product I would like my money back without being threatened to upload an id

  Business Response

  Date: 11/14/2023

  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 113-5151414-8811458.

  After careful review, we see the information communicated by our team is correct. For certain orders, our specialist team requires a government issued identity proof to investigate the order in question. Please be rest assured that any information you provided is handled according to our Privacy policy.
  
  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:
  *************************************************************
  
  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.
  
  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,

  *********