Business Profile

Ecommerce

Amazon.com

Complaints

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

Customer Complaints Summary

59,759 total complaints in the last 3 years.
21,474 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:12/06/2024
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.
Greetings,I am writing here because Amazon did not let me send the requested documents to complete my video verification.On November 29, 2024, I completed a video interview with one of Amazon's representatives (around 9 pm GMT+5). On the call, the representative promised to send me instructions on where to send the employment contracts for my former employees. He promised he would send a relevant email address.However, its been 7 days, and I still have not received any email from Amazon regarding where to send the documents. Moreover, the Seller Support represetative mentioned on the that I need to send the contracts within 5 days of video verification. On December 3, 2024, without any instructions, I sent the requested information to 2 email addresses: inbound-********************************* and scram-********************************* I know many sellers send their documents to these emails after video verifications. However, I did not receive a response from those emails **********, the 5 days for the document upload have passed, and I still have not received any guidance on how exactly I should provide this information. Moreover, I also did not receive any info on why this happened despite my emails to ************************* doing this, an Amazon representative endangered my business on Amazon. I kindly request somebody else from Amazon to intervene and let me pass the video verification and let me sell on Amazon ********** regards.
Business Response
Date: 01/20/2025
Hello,

Thanks for reaching out to FIRE team.
Seller has already failed the *** that was conducted on 11/29/2024 07:37 PST.

Regards,
Business Response
Date: 01/24/2025
Hello,

We have reviewed this account and the information provided. We have determined that this seller may not sell on Amazon as their account may have been used to engage in fraud or other illegal activity.

Due to the proprietary nature of our business, we do not provide details on our investigation methods.

Sincerely,
Amazon.com Seller Performance
Initial Complaint
Date:12/05/2024
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Long story short. Amazon delivered me a game called chicken and hotdog vs the underware i ordered. I took pics of the item and refused it with the driver because it wasnt what i ordered. I reached out to Amazon even sent pictures of the item that was attempted to be left at my house and i keep being told to return the underware for a refund but NEWS FLASH i didnt get the **** underware. This is because the slow people working there can barely understand English theyre outsourced which is fine by me but not when i need help. Ive emailed them now 6 times and chatted 3 times and Ive gotten no where. Attached are the pictures Id like my money back or a gift card refund honestly idgaf i just want it made right. Ill also be reaching out to their OFFICE OF THE PRESIDENT i spend almost 1k a month with Amazon and though it may not be **** ***** type of money its mine and i work hard for it and i dont appreciate the treatment im getting i need a refund or the underware shopped in the RIGHT side and color that i ordered 1. Order ID ******************* 2. Amazon essentials mens underware size xxl color (black white stripe/camo/ dark blue/ mil) 3. YOU DELIVERED A HOTDOG CHICKEN GAME VS WHAT I ORDERED AS YOU WILL SEE IN THE *** PICTURES
Business Response
Date: 12/06/2024
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 I am sorry that you received a wrong item instead of "Amazon essentials mens underware"

Here in this case, you do not need to return the item and as a one time exception, I issued a credit of $19.51 in the form of gift card balance on your Amazon account.

You can donate, dispose or keep the wrong item that you received.

You'll be able to view your gift card balance in Your Account here: ****************************************************************

Your gift card balance will be automatically applied to your next eligible order. If you don't wish to use your gift card balance, you'll see an option to choose whether you'd like to "Use your Gift Card or Promotional Balance" on the "Select a payment method" page. Any unused gift card balance will remain in your account until it's applied to an order. This option is not available for one click orders.

Thank you for your cooperation.

Regards,
********* *****.
Customer Answer
Date: 12/10/2024

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:12/04/2024
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 made a purchase through the Amazon App for cargo carrier around 06/13/2023. I used ACH as the form of payment. The next day I canceled the order (successfully). I then placed a new order for the item on 06/15/2023. Amazon charged me for both items, even though the first had been cancelled and never recieved. After numerous phone calls with Amazon and being told I was not charged, I contacted my bank and had them stop pay. I had provided proof to the bank and they concured that it was invalid. Amazon then sent a notice to ********* and had me blacklisted from using checks. I had since spoken to Amazon who confirmed that I did not owe them anything. All conversations though resulted in being told they could not undo the problem with Telecheck and that it was my problem.
Customer Answer
Date: 12/04/2024
I attached the order that was canceled causing the problem as well as the replacement order.
Business Response
Date: 12/22/2024
Hello *****,

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

I've reviewed your complaint and checked with the concerned department in this matter.

After reviewing they've requested you to share the order numbers related to this issue. Once we have the order numbers we can review the issue and assist you further.

Rest assured, once we have additional information we will address the issue as soon as possible.

We look forward to seeing you again soon.

Best regards,
Harasankar.M.
Amazon.com
Customer Answer
Date: 12/23/2024
111-8454838-8245047 ($233.25)
See attachment.

The replacement order was

111-4453710-0454659
See attachment.
Business Response
Date: 01/04/2025
Hello *****,

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

I've reviewed your response and checked with the concerned department in this matter. They've requested additional information in this matter.

We request you to share the screen shot of the notification sent by *********. Once we have that information we will be able to assist you further.

We look forward to seeing you again soon.

Best regards,
Harasankar.M
Amazon.com
Initial Complaint
Date:12/03/2024
Type:Sales and Advertising 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.
On August 1st, 2024 at approximately 7:30pm I received a delivery from Amazon. The delivery driver, when leaving, backed into my yard and got stuck. In effort to leave, the driver peeled out of my yard and into my gravel driveway causing damage to my yard and throwing gravel into my yard. I had to hand pick all the gravel out of my yard so my mower would not get damaged or anything around it while mowing. I also had to repair the rut left by the truck myself and replant and reseed the yard. This cost me time and money and I have not received a resolution through the Amazon claims department. They have not responded to my messages in months.
Customer Answer
Date: 12/04/2024
Order number being delivered was
113-4957988-8789011
Business Response
Date: 12/10/2024
Hello ******,

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

I've reviewed your complaint and I'm sorry *** hear about the inconvenience.

We would like to investigate further in this matter.We request you to share pictures and videos of the incident and the damage (if available).

Once we have the additional information we will be able to investigate further in this matter.

We look forward to seeing you again soon.

Regards,
Harasankar
Amazon.com

Customer Answer
Date: 12/12/2024

Complaint: 22636339

I am rejecting this response because:
I have already sent pics via the amazon claims portal known as ARC in order to resolve this. No resolution has been agreed on yet.

Sincerely,

****** *******
Business Response
Date: 12/19/2024
Hello ******,

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

Thank you for reaching out regarding your property damage claim.We apologize for any frustration or inconvenience this may have caused.

After further researching the matter, we have engaged the appropriate team for further review and handling.

In the meantime, you can contact ARC for more information at:

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

Enter your claim number and the claimant's last name. You will receive an email with an access code at the email address you provided for your claim. Then you can enter the code to access your claim.

ARC Claim ID: *************

You can also contact ARC directly using the following information:

-ARC Phone Number: ***************
-Working Hours: 8:30 AM to 7:00 PM EST, Monday to Friday

We look forward to seeing you again soon.

Best regards,
Harasankar.M
Amazon.com

Customer Answer
Date: 12/26/2024

Complaint: 22636339

I am rejecting this response because:
I have still not received a resolution from Amazon or the BBB.
Why do I have to keep following up on this simple matter that could be resolved easily.
I can honestly say that my business with Amazon has decreased since this incident and it will continue to decrease and I will deter anyone else from using them as well. I'm sure that doesn't mean much to you since you're such large company, but this customer service has been sub-par. I hope other customers are not getting the same kind of service.
Please resolve this matter promptly!

Sincerely,

****** *******
Business Response
Date: 01/24/2025
Hello ******,

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

I've reviewed your complaint and checked with the concerned department in this matter.

We've notified ARC team in this matter and they will reach out to you in this mater.

Please monitor your communications for their response.

Thank you for your patience and understanding. We look forward to seeing you again soon.

Best regards,
Harasankar.M
Amazon.com
Business Response
Date: 01/31/2025
Hello ******,

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

I've reviewed your reply and I understand your concern in this matter.

I've checked with the concerned department in this matter, upon reviewing I see that ARC team has reached out to you on 01/10/25 advising that the review has been completed and have offered an amount, which the you've accepted and responded to ARCs email with your preferred payment method.

ARC reached out to you again on 01/12/25 advising you regarding the instructions on how to print your payment.

We request you to continue the communication with the respective team for further assistance.

Thank you for your understanding. We look forward to seeing you again soon.

Best regards,
Harasankar.M
Amazon.com
Customer Answer
Date: 01/31/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

****** *******
Initial Complaint
Date:12/02/2024
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 an Amazon Sellers account and cannot get thru to the proper support teams. This leaves sole proprietors like myself completely helpless. I have opened nearly 60 support cases in under a year. I am held hostage to Amazon Seller support because I need to sell product and cannot get them to make the necessary updates required. I need someone from Amazon Seller Leadership to work to resolve all of the issues I have experienced and improve the overall process for all sellers.
Business Response
Date: 12/04/2024
Hello from Amazon,
I am unable to locate any seller accounts using the email address provided within the complaint, ******************** For security reasons, I am not able to provide any information or take any action on a seller account unless contacted directly by the owner of that account. Please provide the email address that was used when registering the seller account.
Once the seller provides their primary email address, I will also need a description of the issue the seller is experiencing or a case ID that I can reference.
Customer Answer
Date: 12/10/2024
Email address registered with amazon seller account is **************************** I have over 60 support cases opened with them in under a year. Amazon Seller support papercuts small businesses to death.
I have products that are stalled being checked in. This is just the latest support case: ***********
However, my request is for Amazon Seller Leadership (not a tier III support agent claiming to be on a leadership team) to do an analysis of my cases and fix their broken support policies
Business Response
Date: 12/13/2024
Greetings from Amazon,
We have reviewed the shipment id: ************ and see that the shipment is under receiving status at an Amazon ******************* If there are any issues with your shipment, your shipment will be eligible for investigation on Jan 30, 2025.
Shipment summary page for reference: *******************************************************************************************

Customer Answer
Date: 12/13/2024

Complaint: 22628049

I am rejecting this response because this is a classic Amazon Seller Support response. AI driven, and not following directions.
I will only accept a Senior Leader reviewing ALL of my cases and committing with actionable steps to make sure support improves for all sellers

Sincerely,

J ******
Initial Complaint
Date:12/01/2024
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On August 23, 2024, I purchased x4, ******* EZGrip Outdoor Extension Cord with Multiple Outlets, Grounded 3 Prong Cord, Short Extension Cord Indoor with Multiple Outlets, Heavy Duty Extension Cord, 25 Ft, 16 AWG, Orange, SPC3253ZO/37-T1. For the total amount of $82.96. I never received this item, however I was unable to contact amazon for quite a while. The ***resentative claims that I did not contact amazon about this order earlier but that is false because I called one time to ***ort that the item did not show up. Nothing was done.I requested a manager and was connected to "Jam," on December 1, 2024 and our call ended at 9:26pm. The first ***resentative spoke to his lead who said that it was impossible for them to process a refund because the amount of time exceeded their policy of 30 days and are unable to verify tracking for the item. My gripe is that I never received this product from amazon, and I have never submitted missing claims before. The one time I need assistance for a missing/non delivered item which their website shows as undeliverable. They do not want to go the extra mile to assist even with being a prime member. If Amazons, website says Undeliverable, isn't that enough evidence to support that the carrier was unable to deliver the item? At this point, it feels like amazon is stealing, ripping off a loyal customer which is ridiculous. It does not matter how long its been, if you platform shows an item as undeliverable it didn't magically show up at the customers house. The *** added, that the package showed to be returned to their warehouse. It means that Amazon simply is denying because they want to. All the evidence is there that the package returned to them. For God sakes they didn't even offer to provide an amazon credit to my account. At this point, I believe this is worthy of being submitted to the Attorney general for consumer protection. There is enough evidence to show that amazon knows the package did not deliver and can refund.
Business Response
Date: 12/03/2024
Hello ****,

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

I'm sorry for the trouble you had with the order.

I've checked and see that the order was undeliverable and should have been refunded.

I wish I could issue refund for the order, unfortunately since this was more than 30 days old, I was unable to take action.

However, I've issued a $83.00 Gift Card to your account. You can use it for your future orders.

We look forward to see you soon.

Regards,
Praveen M
Amazon.com.
*****************************
Customer Answer
Date: 12/04/2024

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:12/01/2024
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.
This issue involves a bug in Amazon's system, which I have repeatedly reported for well over a year. Each time I place an order, it is set to be charged to my gift card balance. I then receive a confirmation email from Amazon demonstrating that the purchase has been charged to my gift card. However, when many of the orders ship, Amazon continues to charge my **** card. The platform will not complete an order without a a credit card (or backup method of payment) attached to the account. When I contact Amazon to address the issue prior to shipment of subscribe & save orders, the **** proclaim, "Rest assured, your **** card will NOT be charged. You have checked the box, "Always use your Amazon Gift Card balance when available." My current gift card balance is $432.47 (I have more than $7000.00 worth of gift cards, which can be added as needed). When items are charged to ****, I am told to in order to receive a credit to my **** card. Since food items cannot be returned, sometimes the representative will credit my account and instruct me to keep the item. However, non-food must be returned, which is extremely inconvenient because I cannot use the product and if I attempt to reorder it with my gift card balance (as I have with paper towels), I often am unable to access the sale/discounted subscription price of the original order. And, after contacting customer service (yet again), more time and energy must be invested in order to box up, labels, and return the items to Whole Foods or **** If Amazon refuses to credit my account, I have to send screen shots to **** to resolve the issue. Amazon **** keep promising to escalate the issue and get back to me within a few days, but no one ever does. The chat history suggests I have been reporting this issue since at least August 2023. Amazon has continued to ignore this programming bug despite my best effort. Can you please help me to resolve this technical matter to ensure that my **** card will not be billed again?
Business Response
Date: 01/31/2025
Hello ******,

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

I understand your frustration with the ongoing gift card charging issue, and I apologize for the inconvenience this has caused you. Our technical team is actively investigating this system bug that's preventing proper gift card charges on your orders.

While they work on a permanent solution, I want to be transparent that:

You may need to continue using your credit card for subscription orders temporarily.

We don't currently have an estimated time frame for when this gift card issue will be resolved.

I know this isn't the immediate solution you're looking for, but I want to assure you that your case has been documented and is being investigated by our technical team.

In the meantime, if you experience any incorrect charges, please continue to contact customer service for assistance with refunds.

Thank you for your cooperation.

Regards,
Praveen M
Amazon.com.
*****************************
Customer Answer
Date: 02/07/2025

Complaint: 22625079

I am rejecting this response because: They have not addressed the issue and it has happened yet again.
I have been trying to resolve it through chat for another hour and receiving the same jargon responses. Why hasn't the problem been fixed after all this time?
Sincerely,

****** *******
Initial Complaint
Date:11/30/2024
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 bought a pair of UGG boots on 10/26/2024 for 155 plus tax so maybe all together 170. I got the boots the next day in the mail a and I tried them on and I could not fit them so on 10/27/2024. The boots were returned to the *********. I looked on my Amazon account and they stated that they started the refund back and they received the item. I asked for my money back so I could go to a different store to buy them and they stated that I would not get my refund until November 15th. That day came and I never received my refund. My husband called and they stated that I have to wait until then end of December, we asked for a credit and they said no. My husband called on 11/30/2024 and they hung up on him and now they are refusing to help they are lying say that Im not due for a refund. They stole money and are refusing to give it back to me.
Business Response
Date: 12/02/2024
Dear ShaRhea,

I am Praveen from Amazon.com, writing in response to a complaint filed on your behalf with the Better Business Bureau (BBB). Please note that I have provided the BBB with a copy of this message.

I sincerely apologize for the inconvenience you experienced with your order.

Upon reviewing your account, I can confirm that a refund was processed on November 30, 2024, for a total of $174.04 USD. This amount was split as follows: $155.82 refunded to your card and $18.22 credited to your gift card balance.

Please allow 5-7 business days for the refund to appear in your account.

I hope this resolution addresses your concerns. If you have any further questions or if there's anything else we can assist you with, please don't hesitate to contact us.

We greatly appreciate your patronage and thank you for your understanding.

Regards,
Praveen M
Amazon.com.
*****************************
Initial Complaint
Date:11/28/2024
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.
Dear Better Business Bureau,My name is ******* *****, and I own ********. I am reaching out to formally lodge a complaint against Amazon regarding the unjustified suspension of my seller account on September 27, 2024. Despite my efforts to provide all requested documentation with Amazon's policies, my account remains suspended without clear resolution, significantly impacting my business and livelihood.On September 27, I received an email from Amazon stating that my account had been deactivated due to Amazon policies. No specific details were provided, leaving me to decipher what went wrong. I promptly contacted Seller Support to request clarification. Over the following weeks, I submitted all the required documents, including invoices, purchase records, and proof of my business's compliance with Amazon's policies.Despite these efforts, my appeals were either rejected or ignored, with Amazon citing vague reasons such as "insufficient" information." On October 3, I provided additional documentation, including a comprehensive letter explaining my business operations and a detailed inventory breakdown. On October 15, I escalated my case through the Amazon support team and was assured that my case would be reviewed. However, I never received any meaningful updates or a path forward.This suspension has caused severe financial harm, tarnished my professional reputation, and disrupted my ability to serve customers. My business has always prioritized transparency and compliance with Amazon's policies. I consider Amazon's lack of communication and accountability unacceptable.I request that Amazon immediately reinstate my account "ivik" or provide a detailed explanation for the continued suspension. I am open to working with Amazon to resolve this matter amicably, but the current lack of resolution is untenable.Thank you for your time and assistance in addressing this matter.Sincerely,*****************************************
Business Response
Date: 12/15/2024
Hello,
We have reviewed this Sellers account and require more information to complete our review. We have requested the necessary information from the seller via email on 16th December.
Thanks,
Amazon.com Seller Performance

Customer Answer
Date: 12/16/2024

Complaint: 22615528

Dear Better Business Bureau,
Thank you for your response regarding my complaint. I appreciate the efforts of both BBB and Amazon in addressing this matter. However, I am writing again to highlight an ongoing issue that requires Amazons immediate and precise response.
On December 16, 2024, Amazon emailed me that they had reviewed my case and requested additional information. Despite my compliance in submitting all requested invoices and documentation multiple times, including invoices proving the authenticity and sourcing of my products, I received a generic response stating that my submission needed more specific guidance on what remains outstanding or unacceptable.
Amazons latest response lacks clarity and transparency. It does not provide details on their concerns about my account or the information they need to resolve this matter. Furthermore, their instructions directed me to review prior communications for guidance, which I have diligently done without gaining any actionable insights.
As a small business owner, the prolonged deactivation of my account is having devastating financial repercussions. I have continuously operated my business with integrity and a commitment to compliance. I am now in a situation where I cannot move forward because Amazon has failed to provide specific, actionable feedback on how to remedy the problem.
I kindly request BBBs assistance in asking Amazon to provide a clear and detailed explanation of:
The specific concerns they have regarding my account.
The exact information or documentation they require to resolve these concerns.
I am more than willing to cooperate with Amazon to resolve this issue promptly. However, I can only address their concerns with explicit guidance. Transparency and clear communication are critical to resolving.
Thank you for your time and support in facilitating a fair outcome.
Sincerely,
******* *****
Owner, ********

Business Response
Date: 12/27/2024
Hello from Amazon.com,

Please note that, this email is not the correct channel to submit an appeal to reactivate Amazon Selling account. Account reactivation requests sent to this address will not be reviewed. Please re-direct Selling Partner to submit their appeal by following the instructions on the Account Health page in Seller Central (***************************************************************************).

The Account Health page shows how well your account is performing against the performance metrics and policies required to sell on Amazon and helps us direct your appeal to the team that can best assist you.

To appeal a listing deactivation, please click on the "Next Steps" link next to the listing on your Account Health page.

To appeal an account deactivation, please follow the instructions in the banner on the top of your Account Health page.

You should expect a reply within 3 days after your appeal is submitted.
Initial Complaint
Date:11/27/2024
Type:Delivery 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.
Greetings!Amazon requested the verification for ASIN B09S9LM8WD for the period from September 26, 2023, to September 26, 2024. During this period, only 1 unit of goods was sold, so I have only one invoice since I ordered the goods once.The issue is that Amazon does not accept my documents without justifying its position. I have all the evidence of the purchase of my goods from an official supplier, screenshots of correspondence from the mail, a bank statement reflecting the transfer of payment to the supplier, and a delivery confirmation.If Amazon needs additional evidence, please provide me with a list of documents. I provided screenshots of correspondence with the supplier, where he sent details for payment and order confirmation. I would like to point out that this is not an invoice.I kindly ask you to verify the supply chain documents and reactivate my selling ************ regards!
Business Response
Date: 12/03/2024
Hello from Amazon.com,
This email is not the correct channel to submit an appeal to reactivate your account. Account reactivation requests sent to this address will not be reviewed.
The Account Health page shows how well your account is performing against the performance metrics and policies required to sell on Amazon and helps us direct your appeal to the team that can best assist you.
To appeal a listing deactivation, please click on the "Next Steps" link next to the listing on your Account Health page.
To appeal an account deactivation, please follow the instructions in the banner on the top of your Account Health page. You should expect a reply within 3 days after your appeal is submitted.
Customer Answer
Date: 12/09/2024

Complaint: 22613538

I am rejecting this response because: The fact is that Amazon has sent me invoice requirements that are fully consistent with my additional document. To prove this, please find attached the attachment titled Invoice. Screenshots of correspondence with the supplier's sales manager prove my order with them.
Please note that the screenshots of the emails from the supplier do not contain an invoice but payment details. The supplier later sent me an invoice after I paid. Therefore, the file in the screenshots and the "Invoice" file I provided are slightly different objects. However, I will also attach the "Payment details" file so that you can verify that it is not an invoice.
All available documents prove the fact that the goods were purchased from the official manufacturer. I have already provided the following documents to demonstrate the supply chain:
- Invoice (proving the purchase of the goods)
- Delivery note from the supplier to the preparation center (confirmation of delivery of the goods)
- Pruff of Delivery from the preparation center to the Amazon warehouse (confirmation of delivery of goods)
- Correspondence with the supplier about the order of goods
- Additional Proof of Delivery from my warehouse to Amazon`s one (a screenshot from my Amazon account as an additional confirmation of delivery from the preparation center and to the Amazon warehouse)
- Payment details (NOT Invoice) - the invoice issued by the supplier to pay for the goods
- Bank Statement (Payment to the supplier on May 26) - payment for the goods to the supplier according to the invoice.
All these documents display the supply chain and Amazon is able to clearly track the purchase and movement of goods.
I kindly ask you to reinstate my seller account.

Sincerely,

****** *******
Business Response
Date: 12/13/2024
We have reviewed this Sellers account and require more information to complete our review. We have requested the necessary information from the seller via email on 13th Dec 2024. Thanks, Amazon.com Seller Performance
Customer Answer
Date: 12/18/2024

Complaint: 22613538

I am rejecting this response because: I provided additional information to Amazon and did not receive a response or a reason for the refusal. Amazon does not provide explanations for the rejection of ORIGINAL documents. If they have doubts about certain materials, they do not voice them.
I provided all correspondence with the supplier, invoice, bank statement, proof of delivery, and others.
I send correspondence with the supplier so that you can verify the validity of the documents for the goods I bought directly from the manufacturer. The manufacturer is the owner of the brand. That is, I purchased the goods directly from the brand owner.

Sincerely,

****** *******
Business Response
Date: 12/23/2024
Hello,
We have decided to reinstate this account and an email was sent to them informing them of this decision on 12/23/2024.
Thanks,
Amazon.com Seller Performance
Customer Answer
Date: 12/25/2024

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,

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

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