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

59,742 total complaints in the last 3 years.
21,484 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:09/21/2023
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.
For order 701-8065486-0921835, buyer requested the return request. Amazon should automatically accepted the return and wait for buyer to send it back before issuing refund. Not sure why amazon did not accept the return request. all our other returns were accepted automatically, due to amazon's fault, we would like to appeal this case in our favor.
Business Response
Date: 09/24/2023
Hello,

We have reviewed the information regarding seller's claim on order 701-8065486-0921835 and upon further review, we have decided to uphold our original decision because seller did not respond to the buyers return request before the claim was filed.

We are unable to provide information on our investigation methods.

Sincerely,

Amazon.com
Initial Complaint
Date:09/21/2023
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
For order 113-7351789-3187451,we received your az claim response as following."Hello,We have granted an A-to-z Guarantee claim of $153.91 on order 113-7351789-3187451. We have debited the amount from seller's account but have not counted the claim against seller's Order Defect Rate. The tracking information provided shows that the package is returned back to seller"Wh you gave buyer full refund? If this was the mistake of the shipping company, amazon should cover this az claim since we used the amazon shipping service. If the buyer provided the wrong address, why amazon refunded the outgoing shipping fee? we did need to pay for the shipping service which amazon charged us. Please review and appeal this case in our favor.
Business Response
Date: 09/24/2023
Hello,

We have granted an A-to-z Guarantee claim of $153.91 on order 113-7351789-3187451. We have debited the amount from seller's account but have not counted the claim against seller's Order Defect Rate. The tracking information provided shows that the package is returned back to seller.

Sincerely,
Initial Complaint
Date:09/21/2023
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.
We bought Tineco Hardwood Floor Washer on Feb 28, 2022 on Amazon ******. The amount we paid is CAD 509 (excluding taxes). The product has 2 years warranty and on its warranty, it committed "at no extra cost to you, all labor and parts necessary to ensure your appliance is in proper opertion condition during the warranty period." 10 days ago, we found the appliance can't charge and is totally out of use. After we contacted the Customer ******************** of Tineco in ******, we were told that the company doesn't have a fix team in ****** and there is no way to fix the product. After tedious negotiation, they said the best they can do is to give us 50% of the payment. This is NOT what they promise to the customers and NOT acceptable. We ask for a 75% of refund or repairement / replacement of the appliance.
Business Response
Date: 09/29/2023
Hello,

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

I understand your concern regarding the defective item. I'm sorry for the inconvenience caused.

All the purchases made on Amazon.ca are subject to the terms and the conditions and the applicable return window. Once the return window has expired, we request our customers to get in touch with the manufacturer for the help.

I understand the manufacturer isn't able to help with the desired outcome however I'm sorry, we are unable to refund or replace the item. I request to please contact them again for the negotiation to get 75% refund instead of 50% they offered. I'm sure they will be able to look into the available options with respect to the warranty they have provided on the item you have purchased.

If they still deny it and refer you back to Amazon, I request to please get a letter of denial from the manufacturer and share it with us so that I can look for further options. Thank you for your understanding and cooperation.

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

We look forward to seeing you again soon.

Regards,

********
Amazon.com
***********************************
Initial Complaint
Date:09/21/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Dear Better Business Bureau,I hope this message finds you well. I am writing to seek your assistance in a critical matter concerning my Amazon seller account, Silvershark Wholesale, which has been suspended due to an allegation of selling stolen items. Please see the attached letter for the complete details of this request.Thank you for your time and consideration. I look forward to your assistance in resolving this urgent issue and regaining access to my Amazon seller account.Respectfully,Silvershark Wholesale ******************** Merchant Token: A1A03JHF5VWRLL
Business Response
Date: 09/25/2023
Hello,

We have reviewed this Sellers account and require more information to complete our review. We have requested the necessary information from the seller via email on September 25th, 2023.

Thank you,
Amazon.com Seller Performance
Initial Complaint
Date:09/21/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Dear business protection representatives, please consider my appeal regarding the blocking of my amazon account. I was blocked on suspicion of selling inauthentic products. I had checks, but from ******** which they could not verify. I have now appealed and explained my mistake and asked for a second chance through a request for a new supplier. I am willing to provide invoices from reliable suppliers that I intend to work with if my account is reinstated. All I am asking is to give me a chance to prove my reliability as a seller on Amazon. I am attaching my latest appeal to this email. I hope you will consider the appeal and help me.
Business Response
Date: 09/25/2023
Hello,
We have reviewed this Sellers account and require more information to complete our review. We have requested the necessary information from the seller via email on 25th Sep.
Thanks,
Amazon.com Seller Performance
Customer Answer
Date: 09/28/2023

Complaint: 20635128

I am rejecting this response because: I did not receive any request for additional information on Sept 25. Please, let them know that I will wait for this info

Sincerely,

****************
Business Response
Date: 10/01/2023
Hello,
We have reviewed the sellers account and we are unable to reinstate their selling privileges.
We are unable to provide information on our investigation methods.
Sincerely,
Amazon.com
Initial Complaint
Date:09/21/2023
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.
My account was deactivated by mistake for being related to the NurtilekAshirbekov account. I know the NurtilekAshirbekov account, but it does not belong to me, and I do not have access to this account. The sole owner of the NurtilekAshirbekov account is my former business partner, *******************. My business and Amazon account have nothing in common with Nurtilek ********** and his Amazon account NurtilekAshirbekov. To reactivate my account and prove my point of view, Amazon asked me to provide the following documents:1) Signed business partnership agreement 2) ****************** termination agreement with former business partner displaying termination date 3) Proof of payment from your financial institution such as bank statement displaying former business partners name, payment date and amount paid.I submit to Amazon the entire list of required documents and ask Amazon Support to verify the integrity of my words. I will send you: *************** Agreement dated December 15, 2022; the Partnership Dissolution Agreement dated June 26, 23; the Partnership Termination Letter dated June 23, 2023; the Protocol of the partnership dissolution meeting dated June 26, 23, ****************** Bank account statement (see the Transaction dated June 26, 2023 | Transaction: TRANSFER-725052029).All documents are notarized and meet all requested criteria. Please also familiarize yourself with the Plan ?? Action, which I am sending as an attachments. In it, you will be fully explained the situation and the corrective and preventive measures I took to eliminate the suspension and erroneous relations with the NurtilekAshirbekov account.
Business Response
Date: 09/26/2023
Hello,
We have reviewed this sellers account and require more information to complete our review. We have requested the necessary information from the seller via email on September 22 2023.
Thanks, Amazon.com Seller Performance
Customer Answer
Date: 10/02/2023

Complaint: 20635103

I am rejecting this response because: I want to provide additional information requested by Amazon in the email dated September 22, 2023, required to reactivate my Akmaral Samsalieva account.
Additional information: Letter of Settlement Payments.
I would like to briefly recall the situation I encountered. My account was deactivated in error due to related to the NurtilekAshirbekov account. The real owner of NurtilekAshirbekov account is Nurtilek Ashirbekov, not me. He was my business partner. I created a partnership together with Nurtilek Ashirbekovon on December 15, 2022 (please, review Partnership Agreement). On June 23, 2023 I notified Nurtilek ***************;about the intention to terminate our partnership (please, review the Termination Letter). According to the Partnership Agreement, I was obliged to notify Nurtilek ***************;in advance 3 days before the partnership termination. Therefore, on June 23, 2023,  I notified him about termination, and on June 26, 2023 we conducted a partnership meeting to sign and notarize all the necessary documents to terminate partnership (please, review Partnership Dissolution Agreement and Protocol of Partnership Dissolution Meeting). On June 26, 2023, a final settlement of the remaining funds in the business partnership was conducted between me, the account owner of NurtilekAshirbekovon, Nurtilek Ashirbekovon. I am attaching Bank account statement. (Statement Owner - ******************. See transaction dated June 26, 23, transaction number 725052029). After that, my account never crossed paths with NurtilekAshirbekov account and its owner Nurtilek Ashirbekovon. The erroneous reason of related between my account and NurtilekAshirbekovon  account was in the following:

? The same IP and device of account login since Nurtilek Ashirbekov and I operated our accounts from a rented office where one Wi-Fi point was installed. There was also one computer in the office.
? The same ASINs on my account and NurtilekAshirbekov account. After I and Nurtilek ***************;(owner of NurtilekAshirbekov) signed a Partnership agreement, we started to sell the same items.
? The same email address of bookkeepers user permission. I added together with ************************;the same email address of bookkeepers user permission. The bookkeeper handled the financial part of our partnership on my account andNurtilek ***********
? The same shipping address that was used in the Akmaral Samsalieva and Nurtilek Ashirbekov accounts. This address was the address of the preparation center we used.

I would like to assure you that I stopped my business with the Nurtilek Ashirbekov account a long time ago. He was my business partner. Together with him, I grew up as a seller on Amazon. After I, together with *******************, created our partnership, we decided to sell the same ASINs. I am well conscious of how serious my error was. I regret the inconvenience this has given Amazon. It was necessary for me to worry more about the security of my account and personal data. I can assure you, nevertheless, that my account was mistakenly deactivated. I therefore ask that my account be reinstated. Please review the attachments to this appeal, including the Plan of Action, and reactivate my Akmaral Samsalieva account. (The *********************** account statement and Protocol of the partnership dissolution meeting documents can be viewed through Amazons internal system).

Sincerely,

Akmaral Samsalieva
Business Response
Date: 10/04/2023
Hello,

We have reviewed this sellers account and require more information to complete our review. We have requested the necessary information from the seller via email on October 4, 2023.

Thanks, Amazon.com Seller Performance
Customer Answer
Date: 10/10/2023

Complaint: 20635103

I am rejecting this response because: I have additional information that Amazon support requested in a letter dated October 4, 2023.
Additional information: Affidavit dated October 5, 2023
Also in this letter I enclose
- Partnership ************************************** Agreement
-Letter of Settlement Payments
- Plan of Action
I sent the Letter of Settlement Payments, *********************** account statement and Protocol of the partnership dissolution meeting to Amazon through the internal system of Amazon, please study these documents also when checking submission.
I ask Amazon support to review the attachments that I sent as well as the Action Plan in which I detailed the chronology of events that led to the erroneous suspension of my Amazon account - *******************
1) My account deactivated in error due torelated to the NurtilekAshirbekov account.
2) The real owner of NurtilekAshirbekov account is Nurtilek Ashirbekov, not me. He was my business partner.
3) I created a partnership together with Nurtilek Ashirbekovon on December 15, 2022 (please, review Partnership Agreement).
4) On June 23, 2023 I notified Nurtilek Ashirbekovabout the intention to terminate our partnership (please, review the Termination Letter). According to the Partnership Agreement, I was obliged to notify Nurtilek Ashirbekovin advance 3 days before the partnership termination. Therefore, on June 23, 2023,  I notified him about termination.
5) ?n June 26, 2023we conducted a partnership dissolution meeting to sign and notarize all the necessary documents to terminate partnership (please, review Partnership Dissolution Agreement and Protocol of Partnership Dissolution Meeting).
6) On June 26, 2023, a final settlement of the remaining funds in the business partnership was conducted between me, the account owner of NurtilekAshirbekovon, Nurtilek Ashirbekovon. I am attaching Bank account statement. (Statement Owner - ******************. See transaction dated June 26, 23, transaction number 725052029).
7) After that, my account never crossed paths with NurtilekAshirbekov account and its owner Nurtilek Ashirbekovon.

The erroneous reason of related between my account and NurtilekAshirbekovon  account was in the following:

1) The same IP and device of account login since Nurtilek Ashirbekov and I operated our accounts from a rented office where one Wi-Fi point was installed. There was also one computer in the office.
2) User permission email of NurtilekAshirbekov in my account. I added Nurtilek Ashirbekovemail address ********************* in user permission section of my account. Nurtilek Ashirbekov monitored general sales statistics and also corrected advertising issues.
3) The same ASINs on my account and NurtilekAshirbekov account. After I and *******************(owner of NurtilekAshirbekov) signed a Partnership agreement, we started to sell the same items of Adult product category.
4) The same shipping address that was used in the Akmaral Samsalievaand Nurtilek Ashirbekov accounts. This address was the address of the preparation center we used.

I would like to assure you that I stopped my business with the Nurtilek Ashirbekov account a long time ago. Nurtilek Ashirbekov stopped contacting me after that owing to commercial disagreements. I'm not sure where he is or if he's alive right now. As a result, I neither have access to his account (since I was never the true owner of NurtilekAshirbekov account) nor the capacity to assist him in reactivating it. But I assure you that I do not have access to the NurtilekAshirbekov account. At the same time, Nurtilek ********** does not have access to my account. My account information is not indicated in the NurtilekAshirbekov account. And in the same way, there is no data linking me with the NurtilekAshirbekov account in my account.
I also ask you to carefully review all the corrective and preventive measures I detailed in the Plan of Action so you can ensure that I have taken all the necessary measures to correct this terrible, erroneous related.

Sincerely,

******************
Business Response
Date: 10/18/2023
Hello,
We have reviewed this sellers account and require more information to
complete our review. We have requested the necessary information from
the seller via email on October 18, 2023.
Thanks,
Amazon.com Seller
Performance
Customer Answer
Date: 10/23/2023

Complaint: 20635103

I am rejecting this response because: I want to provide the information Amazon requested via email dated October 18, 2023.
Required information: Account manager's report.

1) We entered a Partnership Agreement with Nurtilek Ashirbekov on December 15, 2022 (see the Partnership Agreement I attached).
2) April 5, 23 - The email Nurtilek Ashibekov *********************** was added to my account in the user permission section (see user permission history of AkmaralSamsalieva account).
4) On June 26, 23, Nurtilek ********** and I dissolved the Partnership Agreement (see the Partnership Dissolution Agreement I attached).
3) User permission Nurtilek Ashirbekov *********************** was revoked from my account ONLY ON SEPTEMBER 3, 2023, because my manager DID NOT follow this process. The manager simply forgot to revoke Nurtilek *********'s permission for so long. (see the Account manager's report I attached). It's only my fault that I didn't follow this process, but now I can guarantee that Nurtilek Ashibekov does not have access to my account. On September 3, 2023, my manager ****************** revoked the ***** of Nurtilek ********* into my account. I know that it is only my mistake that I did not control this process personally and did not make sure that the email user permission of the former partner was deleted from the account. I paid for this when my AkmaralSamsalieva account was mistakenly linked to Nurtilek **********

My account deactivated in error due torelated to the NurtilekAshirbekov account (account email ********************************). The real owner of NurtilekAshirbekov account is Nurtilek **********, not me. He was my business partner. Here is information about related account:

Name: NurtilekAshirbekov
Owner: Nurtilek Ashirbekov
Business address: **********, ******, St. Patrisiya, *****************, Lulumby 97
Email: *********************
Phone: *************

The erroneous reason of related between my account and NurtilekAshirbekovon  account was in the following:

The same IP and device of account login since Nurtilek Ashirbekov and I operated our accounts from a rented office where one Wi-Fi point was installed. There was also one computer in the office.

User permission email of NurtilekAshirbekov in my account. I added Nurtilek Ashirbekovemail address ********************* in user permission section of my account. Nurtilek Ashirbekov monitored general sales statistics and also corrected advertising issues.

The same ASINs on my account and NurtilekAshirbekov account. After I and *******************(owner of NurtilekAshirbekov) signed a Partnership agreement, we started to sell the same items of Adult product category.

The same shipping address that was used in the Akmaral Samsalievaand Nurtilek Ashirbekov accounts. This address was the address of the preparation center we used.

Unfortunately, my cooperation with NurtilekAshirbekov account came to end on June 26, 2023. Nurtilek ***************** contacting me after that owing to commercial disagreements. I'm not sure where he is or if he's alive right now. As a result, I neither have access to his account (since I was never the true owner of NurtilekAshirbekov account) nor the capacity to assist him in reactivating it.

I described corrective and preventive actions in my Plan of Action, which Amazon support can review through Amazons internal system.

Please reactivate my Akmaral Samsalieva account, which was suspended by mistake.

Sincerely,

Akmaral Samsalieva
Business Response
Date: 10/24/2023
Hello,

We have reviewed this sellers account and require more information to complete our review. We have requested the necessary information from the seller via email on 10/24/2023.

Thanks,
Amazon.com Seller Performance
Customer Answer
Date: 10/27/2023

Complaint: 20635103

I am rejecting this response because: I am sending additional information requested by Amazon via email dated 10/24/2023.
Necessary information: Screenshots of sections of the NurtilekAshirbekov account compared with the ****************** account. I contacted my former partner and persuaded him to send me screenshots of different sections of the NurtilekAshirbekov account. Nurtilek ********** refused to reactivate his account and agreed only to send screenshots. As attachments to the appeal, I am sending screenshots of sections of the NurtilekAshirbekov account compared with the ****************** account. There are NO ACTIVE RELATIONS between my account and NurtilekAshirbekov account.
I also ask you to note that the termination date of the Partnership Agreement is June 26, 23, and the date of actual deletion of the user permit Nurtilek ********** ************ @ gmail.com) is September 3, 23. This happened because my manager forgot to remove the user permission, ********************** from my account. But now we have fixed everything, please check the information inside my account.

The erroneous reason of related between my account and NurtilekAshirbekovon  account was in the following:

The same IP and device of account login since Nurtilek Ashirbekov and I operated our accounts from a rented office where one Wi-Fi point was installed. There was also one computer in the office.

Same phone numbers. We have established the same phone number to speed up the process of exchanging information with Amazon between Partnership.

User permission email of NurtilekAshirbekov in my account. I added Nurtilek Ashirbekovemail address ********************* in user permission section of my account. Nurtilek Ashirbekov monitored general sales statistics and also corrected advertising issues.

The same ASINs on my account and NurtilekAshirbekov account. After I and *******************(owner of NurtilekAshirbekov) signed a Partnership agreement, we started to sell the same items of Adult product category.

The same shipping address that was used in the Akmaral Samsalievaand Nurtilek Ashirbekov accounts. This address was the address of the preparation center we used.

The real owner of NurtilekAshirbekov account is Nurtilek Ashirbekov, not me. He was my business partner. Unfortunately, my cooperation with NurtilekAshirbekov account came to end on June 26, 2023.

In the Plan of Action I am attaching, you can familiarize yourself with the corrective and preventive steps I took to eliminate this erroneous related and prevent its occurrence in the future. (Documents such as: Protocol of the partnership dissolution meeting, Letter of Settlement Payments, Account manager's report, Affidavit, Partnership Termination Letter
you can view through Amazon's internal system.)
I changed my business strategy and realized all my mistakes; please check your attachments and Plan of Action and reactivate my Account - *******************

Sincerely,

******************
Business Response
Date: 10/28/2023
Hello,

We have reviewed the selling account and require more information to complete our review.

We have requested the necessary information from the seller via email. We sent this request to their registered email address on 10/28/2023.

Sincerely,
Amazon.com - Seller Performance
Customer Answer
Date: 11/08/2023

Complaint: 20635103

I am rejecting this response because: I have additional information requested by Amazon on 10/28/2023.
Additional information: Warehouse Services Argeement and Notice of Termination of Warehouse Services Agreement

I would like to briefly remind Amazon support about the situation I encountered: My account deactivated in error due to related to the NurtilekAshirbekov account. The real owner of NurtilekAshirbekov account is Nurtilek **********, not me. He was my business partner. I entered a Partnership Agreement with ******************* on December 15, 2022.
Due to disagreements in the business model, I decided to stop cooperating with *******************. One of these reasons was that Nurtilek ********** agreed to cooperate with other Amazon sellers, including selling our common product.
As soon as I became aware of this, I immediately notified Nurtilek Ashirbekov of my intention to terminate the Partnership Agreement. I didn't want my account to be related or associated with other Amazon accounts or otherwise be at risk. ?n June 26, 2023 I and ******************* conducted a partnership dissolution meeting to sign and notarize all the necessary documents to terminate partnership.
The erroneous reason of related between my account and NurtilekAshirbekovon account was in the following:

The same shipping address that was used in the Akmaral Samsalieva and Nurtilek Ashirbekov accounts. This address was the address of the preparation center we used. (see Warehouse Services Argeement and Notice of Termination of Warehouse Services Agreement).

The same IP and device of account login since Nurtilek Ashirbekov and I operated our accounts from a rented office where one Wi-Fi point was installed. There was also one computer in the office.

User permission email of NurtilekAshirbekov in my account. I added Nurtilek Ashirbekovemail address ********************* in user permission section of my account. Nurtilek Ashirbekov monitored general sales statistics and also corrected advertising issues.

The same ASINs on my account and NurtilekAshirbekov account. After I and *******************(owner of NurtilekAshirbekov) signed a Partnership agreement, we started to sell the same items of Adult product category.

Same phone numbers. We have established the same phone number to speed up the process of exchanging information with Amazon between Partnership.

As evidence of the working relationship between my account and the NurtilekAshirbekov account, I am attaching the following:

Partnership Agreement
Partnership Dissolution Agreement
Partnership Termination Letter (Please check through Amazon's internal system).
Protocol of the partnership dissolution meeting (Please check through Amazon's internal system).
Letter of Settlement Payments dated (Please check through Amazon's internal system).
WAREHOUSE SERVICES AGREEMENT

Notice of Termination of Warehouse Services Agreement

Please check all the attachments, as well as the Plan of Action, in which I described all the correctives and preventives in detail. Please reactivate my Akmaral Samsalieva account.

Sincerely,

Akmaral Samsalieva
Business Response
Date: 11/09/2023
Hello,

We have reviewed the sellers account and we are unable to reinstate their selling privileges.

We are unable to provide information on our investigation methods 9th November 2023.

Sincerely,
Amazon - Seller Performance.
Customer Answer
Date: 12/14/2023
Greetings!
My name is ******************; I own an Amazon account named *******************
I created a case through the BBB system #********.
I want to re-open it because I have additional information regarding this case. This information will help Amazon Support understand the situation in detail.
Additional information:
- Funds Transfer Act dated June 26, 2023,
- AFFIDAVIT dated December 13, 2023.
I will also send you additional information:
- Partnership Agreement dated December 15, 2022
- Partnership Dissolution Agreement dated June 26, 2023
- Plan of Action

I would also like to discuss the situation I briefly encountered. My account was deactivated in error due to "related" to the NurtilekAshirbekov account. The real owner of the NurtilekAshirbekov account is Nurtilek **********, not me. He was my business partner. I entered a Partnership Agreement with ******************* on December 15.
Due to disagreements in the business model, I decided to stop cooperating with Nurtilek **********. One of these reasons was that Nurtilek ********** agreed to cooperate with other Amazon sellers.
I didn't want my account to be related or associated with other Amazon accounts or otherwise be at risk.
On June 26, 2023, Nurtilek Ashirbekov and I conducted a partnership dissolution meeting to sign and notarize all the necessary documents to terminate the Partnership.
The erroneous reason for "related" between my account and the NurtilekAshirbekovon account was the following:
1) Identical user permission emails.
Nurtilek ********** and I have the same employees. Employees could have access even after terminating the Partnership Agreement since I did not know that they continued to collaborate and work with Nurtilek ********** after terminating the Partnership Agreement. I immediately deleted all user permissions on my account because I didn't want to violate Amazon's multi-account policy. I terminated all employment agreements with all employees. Now, I'm working solely on my business.

2) The same IP and device
The same IP and device of account login since Nurtilek Ashirbekov and I operated our accounts from a rented office where one Wi-Fi point was installed. We used the same computer to log in to our accounts, which caused the same cookies between our accounts in the Amazon system.

3) Same phone numbers and shipping address.
We have established the same phone number to speed up exchanging information with Amazon between Partnership. One address was established for the convenience of placing goods and processing returns of such goods.

4) A common set of ASINs on both accounts.
Since Nurtilek Ashirbekov and I tested new business strategies and advertising campaigns. To verify new business strategies, we compared sales and parameters of both accounts for sales of the same product type.

In my Plan of Action, which I am attaching, I describe my actions to correct this problem. Please reactivate my Akmaral Samsalieva account, as it has nothing similar to the NurtilekAshirbekov account.

Best regards,
****************** / *******************
Initial Complaint
Date:09/21/2023
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have a prime membership that is $139 annually. Lately, when I place orders, they're not delivered when the site says they will be delivered or not at all. The excuse always seems to be the item is in advanced shipping stage, but it will be delivered, not available at nearby fulfillment center, item is out of stock, & lastly the order is stuck in the system & an escalation ticket will be sent to the warehouse. ORDER # ***-6599963-5940223 was placed on 9/7/23 & all those excuses were given more than once. I finally cancelled the order on 9/20/23 b/c they didn't know when it would ship. ORDER # ***-6978164-1768267 was placed on 9/20/23 early in the morning. It stated on the item page, if I ordered within a certain timeframe, it would be delivered that same day. About midday, it said delivery by 10:00 pm. At 6:00 pm, it changed to delivery by 8 am the next morning. I contact CS on 9/21 at 4:30 am to verify if it will be delivered, & once again, the excuse was it's stuck in the system & a ticket will be issued, but they will cancel if I don't want it & give me a $5 promo credit. ORDER # ***-6410148-3955440 was placed 9/16/23. It states to be delivered today, but when I inquired why it took longer than two days to be delivered, which is the point of having prime membership, the excuse was it's not available at nearby fulfillment center. Then why is Amazon charging so much for a membership that doesn't provide what they promise on their own website, which is 2 day delivery?
Customer Answer
Date: 09/21/2023
Here is chat/website messages about the two orders I mentioned in the complaint. They show the orders aren't being delivered when stated, not being delivered two days after shipping, "being stuck", not being shipped/delivered as stated on the website.
Business Response
Date: 09/27/2023
Hello ******,

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

We're sorry to learn about the delivery delays you've experienced with your recent orders.

Thank for sharing Order IDs, I've reviewed recent Orders on your account.
I can confirm that the Order No ending with **** is cancelled. Order ID ending with **** has been placed using Standard shipping speed which takes 4-5 days from the time it is shipped.

Order ID ending with ***** has been returned to seller by our carrier team.

Rest assured, I've taken an internal feedback to our logistics team to investigate and refunded the last Order.
Refund amount : $40.95
Refunded on Tuesday, September 26, 2023 at 9:30 PM (PDT)

Regards,
*****
*****************************
Customer Answer
Date: 09/28/2023

Complaint: 20635048

I am rejecting this response because: the issues with the deliveries keeps happening. I always update my delivery instructions for every order, yet there's always a driver or two that ignore the instructions. I'm paying $139 annually for Prime delivery, which is 2-day shipping, but lately that hasn't been happening. I requested a refund or even a partial refund of the membership fee for Prime, but obviously they're not going to do that.

Sincerely,

*************************
Initial Complaint
Date:09/21/2023
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have returned several items between the dates of 01/01/2023 to 06/30/2023. Amazon said that they refunded my credit card. They have not. They owe ******** back on my credit card. I contacted them numerous times about this issue, and they have not fixed it yet.
Business Response
Date: 09/30/2023
Hello *******,

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

I'm sorry to hear that you've not been refunded yet. Unfortunately, I was not able to locate an Order ID. I request you to please reply to this email with the associated Order ID.

Thanks for your patience.

Regards,

Saud
Amazon.com

*****************************
Customer Answer
Date: 10/02/2023
These are multiple refunds from different orders
Business Response
Date: 10/18/2023
Hello *******,

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

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

Upon reviewing I could not locate the provided charges on the account through which you contacted us.

Here I request you to please reply back with the order numbers so that we can review this further.

I hope this helps! Have a great week ahead!

Regards,

Vishal
Amazon.com
*****************************
Initial Complaint
Date:09/21/2023
Type:Billing 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 closed my account stating I was in violation of their terms of use. I have been an active amazon account user for several years now and never had issues with my account. Without notice, my account was on hold and then closed. I submitted the supporting documents they requested and was emailed saying the account will remain closed and they would no longer reply to emails or correspondence related to the account. I would like reinstatement of my account.
Business Response
Date: 10/04/2023
Hello,

Amazon reserves the right to refuse service,terminate accounts, terminate customer rights to use *******************************************, remove or edit content, or cancel orders at its sole discretion.

We removed this customers access to their buyer account on our site. We took this action because an investigation of their account indicated that the customers buyer account violated our terms and conditions.

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 19 September, 2023.

Sincerely,
Amazon.com
Initial Complaint
Date:09/21/2023
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I recently got my account put on partial hold for no reason after attempting to buy a gift card using a pre-paid **** gift card. I could still access my account but couldn't make new orders, so I submitted my billing screenshot of the pre-paid **** gift card and waited 4 days (even though it said a reply will be given within 24 hours), only to get an email saying that I provided insufficient information and my account was fully put on hold so I couldn't access it. I tried again, providing another pre-paid **********'s billing statements including the last 4 digits of the card. I got rejected again. This time I called an Amazon agent and they said they contacted an account agent who'll send me detailed information on what to do. I followed the instructions, submitting a picture of the receipt of the purchases of the pre-paid credit cards, the card next to the receipt with matching numbers, and my government issued ID along with the billing statements screenshot again. I got an email a few hours later saying I didn't provide enough information again and that it was decided that my account be closed. I have a $600 purchase which was supposed to come next Monday (which when talking to on the phone to an Amazon representative, they said all orders will get refunded and canceled, a few hours later, instead of getting an email about refunds like they said I should automatically getting, I got an email saying my item will arrive now earlier on Friday??? How am I supposed to pick up my item from an Amazon locker if I can't access the orders/invoice page on Amazon because my account was closed for no reason even though I provided more than enough information to verify I own these pre-paid credit cards. I also have had my account put on hold once for the same reason and all it took that time was a screenshot of the billing statements with the last 4 digits of the pre-paid credit card. So why did my account get closed this time after providing so much information?
Business Response
Date: 09/24/2023
Hello ******,

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

I've reviewed your email regarding your Amazon account.

Upon reviewing I can see that the account is now in open state and a relative confirmation on the same has been sent by our internal team to your registered email address on Thursday, September 21, 2023 at 2:34 PM with subject 'Your Amazon.com account has been reinstated'.

I request you to please review the email sent by them.

Thank you for your co-operation. Have a great rest of the day!

Regards,

Vishal
Amazon.com
*****************************
Customer Answer
Date: 09/25/2023

Better Business Bureau:

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

Sincerely,

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

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