Business Profile

Ecommerce

Amazon.com

Headquarters

Complaints

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

Customer Complaints Summary

59,242 total complaints in the last 3 years.
21,710 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:07/10/2023
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.
My name is ********************** and I would like to make a complaint about Amazons poor service. This issue started on Saturday 8th July 2023 when I tried to access Prime TV and instead, I couldnt access my account. Every month I pay 59 Swedish kr for the Amazon Prime and the last deduction was made on 30th June 2023. When I tried to login with the Amazon application to understand if there was any issue, I got an error on the login page stating that Your account has been closed for misuse of Amazons services. We have sent you an email with additional information.I did not find that email so I called Amazon to try and understand why my account had been suspended and how I could get it restored. The support agent took down my information and told me that an account specialist will contact me within 24 hours which was a reasonable response. I got an email from **************************** shortly where I was notified that my account was suspended because Amazon found that the rate at which refunds, marketplace claims were occurring on my account was extraordinary and could not continue. I have not asked for a single refund from Amazon this year and if there is any refunds Ive ever made since I opened my account a few years ago it cannot be more than 2 times.I tried to contact them again to request for more details on the transactions and they just provided a vague answer stating that after examining my account a decision has been made according to Amazon policies and that the decision to close my account is final and they will not respond to any mails on this topic again.Amazon has cancelled my account wrongly and not provided any proof of violation of their policies. In addition, Amazon has taken my subscription fee and not provided me with the Amazon prime service. I would like to have my account restored and an apology from Amazon for the way they treated me.
Business Response
Date: 07/11/2023
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 account.

Unfortunately we are unable to check your Amazon.co.** account. You will need to check with the Amazon.co.** customer service department.

From Amazon.com since, I am unable to see any hold. Looks like its already reinstated.

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

We look forward to see you soon.

Regards,
Praveen M
Amazon.com.
*****************************
Initial Complaint
Date:07/10/2023
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.
In January I received notification from Amazon about a billing problem. I contacted them and spent two hours in a virtual chat. They responded the next day with this email On Wednesday, January 18, 2023, To protect your information, we have done the following: -- Disabled the password to your account. -- Reversed any modifications made by this party. -- Restored any gift card balance that *** have been used. It *** take 2 to 3 days for the gift card balance to be available in your account. -- Please allow 2 hours for these actions to take effect. After 2 hours, you will be able to reset your password and regain access to your account. I did everything they asked. But they didn't refund the gift balance. They wouldn't return the dog food or other items to credit the items to my account. They said they were non returnable items. and to this day I have called and called and made so many reports to them but still there is no resolution.Amazon stated this to me Sent: Wednesday, January 18, 2023 at 07:11:44 AM EST Subject: Recent changes to your Amazon account Hello,We believe that an unauthorized party *** have accessed your account. To protect your information, we have done the following:-- Disabled the password to your account.-- Reversed any modifications made by this party.-- Canceled any pending orders. You can ignore any confirmation emails that you received for these orders.-- Restored any gift card balance that *** have been used. It *** take 2 to 3 days for the gift card balance to be available in your account.Well they never restored my ****** gift card balance and charged me for things I didn't buy and would return them. They owe me a refund of ******
Business Response
Date: 08/13/2023
Hello,

We have denied the customers request for a refund on order 111-3528198-3425846. Because customer raised a chargeback dispute on this order on January 16, 2023 and the dispute is now settled in customer's favor by their card issuer. Therefore, customer's card issuer debited ********************** for the dispute amount of USD ****** and credited customer's account.

Kindly request customer to reach out to their card issuer to trace the refund issued against this order.

Sincerely,

******
Amazon.com
Initial Complaint
Date:07/10/2023
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.
Regards, My name is ******************************* and i have an account in Amazon.com, my account has been missing since January 14, 2022. I have no relevant information, so it has been deactivated, and my marketplace options disappeared, It does not allow me to enter the store, so I do not have the possibility to review and attach all the information they are asking me. I have been sending appeals to Amazon in the hopes of reinstating my account, but I have not received any substantive response or a detailed explanation as to why my account remains suspended, despite numerous detailed appeal submissions, Amazon does not have sufficient information to justify reactivating my account. It is clear from the robotic nature of these replies, as well as the immediacy with which my appeals are rejected, that Amazon is not actually reviewing my appeals or evaluating my case on its merits.To make matters worse, Amazon has locked me out of my Seller Central account and is refusing to release the proceeds from sales my store made last year, prior to my suspension. Amazon has now held these funds for well over 180 days; at this point, I am certain that Amazon has completed its review of my account and that there are no pending customer claims, chargebacks, refund requests, or other outstanding fees which might necessitate holding these funds any longer. Furthermore, as the reason for my initial suspension was not related to any alleged deceptive, fraudulent, or illegal activity, there is no basis for Amazon to indefinitely withhold these funds, as per the above-referenced Business Solutions Agreement.I hope you can appreciate the seriousness of my predicament, which Im certain affects many other business owners and Amazon sellers. Please investigate this situation and do whatever you can to push Amazon to fairly consider my appeal. Thank you for your attention to this important matter, feel free to contact me with any questions.Sincerely,*******************************
Business Response
Date: 07/11/2023
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 7/11/2023.
Thanks, Amazon.com Seller Performance
Customer Answer
Date: 07/11/2023

Complaint: 20297281

I am rejecting this response because:
I have not received an email from Amazon or Better Business Bureau to my email asking for more information, the last information requested was on June 21, 2023, by the subject (RE:[CASE ***********] Reactivate Your Account ( ******************** of ASL BOX )), all the information was provided to Amazon, attached is the document with all the details about that information requested.
In that email i was requested to attached an explanation of my management and the following arguments:
-- Evidence or examples that demonstrate that your account complies with our Amazon Seller Code of Conduct and Monitor Your Account health policies.
-- Evidence or examples that demonstrate your orders have been shipped and delivered.
Sincerely,
*******************************
Business Response
Date: 07/14/2023
Hello from Amazon.com.

My name is *******, and Im a member of the Amazon.com Executive Seller Relations Team. ******************* received your email and requested that I research this issue and respond on his behalf.

I understand your situation and I do apologize for the inconvenience. Thank you for submitting your appeal.

If you are appealing an action taken on your account, please submit your appeal by clicking the Reactivate your account button in Account Health (**************************************************************). If you want to submit additional information, click on the View appeal button and submit additional information as requested.

If you are appealing an action taken on your listings for an intellectual property complaint or Amazon Listing Policy violation:
1. Navigate to Received Intellectual Property Complaints or Listing Policy Violations in the Product Policy Compliance section in Account Health (**************************************************************).
2. Locate the deactivation record for the product listings you want to appeal.
3. Click on the Appeal button next to the record to submit your appeal to reactivate your listings.

If you want to submit additional information:
1. Click on the View appeal button next to the deactivation record.
2. Click the Submit additional information button to submit the information necessary to reactivate your listings.

If your Amazon seller account has been deactivated in accordance with section 3 of Amazons Business Solutions Agreement and if you believe there has been an error, please submit an explanation to ****************************************************** . Your explanation should include the following information:
-- Evidence or examples that demonstrate the refunds you have issued were requested by customers.
-- Evidence that you have sufficient funds in your account to cover the cost of refunds that you have issued.

We're here to help
If you have questions about this action, please contact us at ****************************************************** . Additionally, please find general guidance for creating a plan of action at *********************************************************** and please read our Selling Policies and Seller Code of Conduct" (****************************************************************).

Sincerely,
Customer Answer
Date: 07/18/2023

Complaint: 20297281

I am rejecting this response because:
Regarding the above response and request by Amazon to the following steps:
(If you are appealing an action taken on your account, please submit your appeal by clicking the Reactivate your account button in Account Health
It is not possible for me to send my appeals by this means because I am unable to log in to my account, therefore, to exercise these functions.
If you are appealing an action taken on your listings for an intellectual property complaint or Amazon Listing Policy violationAll of this information is already recorded in my appeal and I have learned it from the ***************** resource (*************************************).
If your Amazon seller account has been deactivated in accordance with section 3 of Amazons Business Solutions Agreement and if you believe there has been an error, please submit an explanation to selling-partner-action-********************************* Your explanation should include the following information:
-- Evidence or examples that demonstrate the refunds you have issued were requested by customers.
-- Evidence that you have sufficient funds in your account to cover the cost of refunds that you have issued.

As I have said before, all this information is consigned in my appeal, the evidences of the products, orders and delivery of them are consigned in my appeal, each one of these points have been solved, I attach to this answer all the data and I will add previous requests that I have made on behalf of my store for its complete reestablishment.
Sincerely,
*******************************
Business Response
Date: 07/28/2023
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 7/28/2023.

Thanks,
Amazon.com Seller Performance
Customer Answer
Date: 08/18/2023
As i have said before in my attempts, my account has been deactivated, and my marketplace options disappeared, It does not allow me to enter the store, so I do not have the possibility to review and attach all the information they are asking me, All the information below is based on my search and the communication I have had with Amazon.
Please take into account all the proofs that I have attached to my numeoursly attempts to both Amazon and the Better Business Bureau, kindly I ask you to re-open my case and provide me more answers. My account has the potential required to continue as seller in Amazon.
Regards,
*******************************
********************.
Business Response
Date: 08/22/2023
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 August 22, 2023.
Thanks,
Amazon.com Seller Performance
Customer Answer
Date: 08/24/2023

Complaint: 20297281

I am rejecting this response because:

The last Amazon email apparently "sent on August 22, 2023" with the required information for my Amazon account reactivation has not been sent to me
Amazon continues to respond with automated responses.

Thanks,
*******************************.
Business Response
Date: 08/26/2023
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 26th August 2023.

Thanks,
Amazon.com Seller Performance
Customer Answer
Date: 08/30/2023

Complaint: 20297281

I am rejecting this response because:

I have not received the information apparently sent on August 26, 2023 from Amazon on my inbox and as I do not have any kind of access to my Amazon account I will not be able to check the "sent" information. Could you please let me know what is the specific information that will require my store to be reactivated.

Sincerely,

*****************************;
Business Response
Date: 08/31/2023
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 31st August 2023.

Thanks,
Amazon.com Seller Performance
Customer Answer
Date: 09/04/2023

Complaint: 20297281

I am rejecting this response because:
I did not receive that email with the requested information for my store deactivation, I have no clue what information you have requested. Please advise.
I also have attached a screenshot of my email inbox, where I can only see a BBB notification from August 31, 2023.

Sincerely,

*******************************
Business Response
Date: 09/07/2023
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 September 7th, 2023.

Thanks,
Amazon.com Seller Performance
Customer Answer
Date: 09/11/2023

Complaint: 20297281

I am rejecting this response because:
I have not received any such information as of September 7, 2023, I continue to receive the same automated responses and as you know I do not have access to my Amazon seller account due to its suspension, Please tell me how I should proceed to continue with the appeal process.

Sincerely,

*******************************
Business Response
Date: 09/11/2023
Hello,

We have reviewed this account and the information provided. We have determined that this seller *** not sell on Amazon as their account *** 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 - Seller Performance
Customer Answer
Date: 09/12/2023

Complaint: 20297281

I am rejecting this response because:

You cannot determine this, as I have provided all the information I could discover regarding the deactivation of my store directly in the primary email address associated with my Amazon account. As previously communicated, I am unable to access my Amazon account because my username and password are invalid. I have already attempted to reset my password, but was unsuccessful.

Please assist me in gaining access to my account, regardless of whether my store is still deactivated, so that I can determine the necessary steps to reactivate it. Please direct me through this procedure.

Sincerely,
*******************************.
Initial Complaint
Date:07/10/2023
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 placed order 112-5206113-3035414 on June 28 for a Naturalizer sandals for the amount of $117.92. The sandals were too narrow on my feet and I returned them on July 5th and ordered another pair for the correct size. Amazon already received the sandals back but refuse to refund my money. I already talked to several customer service agents that tell me ********************** will issue me the refund in 30 days after receiving the item and it may take another 30 days for it to be processed. Now I am without the money from the sandals I kept and also from the sandals I returned. I asked customer service why is ********************** withholding my money if they already received the product and they give me no answers for that. This is absurd to me as they may already even have sold the sandals I returned but refuse to refund me. Is Amazon gaining interest on return money now by waiting one month to refund customers? Is it even legal or ethical? I just want my money back and not trusting Amazon again with my hard earned money! The same day I had returned some merchandise to a website located in ***** and even they already refunded me for it but Amazon refuses! Are they waiting for me to forget I even returned the sandals and keeping the money? I definitely dont want to find out and need my money back since Amazon already received their product back!
Business Response
Date: 07/11/2023
Hello,

I am Mahendra 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.

Upon reviewing the complaint details, I see that you are referring to the order #***-5206113-3035414 regrading the refund for the item you returned.

Based on return tracking information, the item marked as delivered at fulfillment center on Jul 7, 2023.

Refunds are processed within ***** days once we receive your return. Shortly after, you'll receive an e-mail message confirming your refund.

We appreciate your time and patience in this regards. We look forward to seeing you again soon.

Regards,

Mahendra
Amazon.com
*****************************
Customer Answer
Date: 07/12/2023

Complaint: 20297235

I am rejecting this response because:
This is just absurd! Can you tell me why are you waiting ***** days after receiving the product to issue me a refund? So for now on Amazon is also selling products and allowing customers to pay ***** later? Once you received the product you should refund me for what I paid for it and not wait to give me my money back!
I wont be trusting Amazon anymore as this is a very shade and unethical procedure to keep the customers money although you have the product back!
I have the right to have my money back now and if its was a more expensive purchase I would be suing Amazon but for now I am just never using Amazon ever again!
***************************
Initial Complaint
Date:07/10/2023
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.
Regards, My name is *******************, and I am the owner of Dunav Sales LLC in Amazon seller.com, my account is still deactivated and apparently without any hope of being reinstated, I was accused through another account called SVE ZAUVEK LLC, this account was deactivated, and after that, Amazon deactivated mine.I received the deactivation message on March 14, 2022, my inventory list had been disabled and my funds withheld until further notice, they mentioned the relationship I had with the other account (SVE ZAUVEK), ********************** links the two accounts and their management because they are part of a family, this is my account and the other (SVE ZAUVEK) is in the name of my wife, it is possible that the management of both accounts has been given from the same place and the management has not been adequate. SVE ZAUVEK account has been appealed many times, and we have tried to find answers and none of them is concrete, so I decided to start the appeal process with my DUNAV SALES LLC account, I would like to know if it is necessary for me to send you any specific paperwork or my account records in order that you know in fact everything in Dunav Sales LLC is in my name and managed solely by me to my account be reestablished and funds released.Amazon can not retain my funds by accusing me of something that is not concrete, they can not accuse me and take a decision on something that I have already given enough arguments for my account to be reinstated. I consider that enough time has passed for my account to still be in this state, they have had enough time to investigate the case and give a conclusive answer with the information they need and the confirmation of this data, I invested in the account, please give me some answers. It is necessary to say that I will be very attentive if you need any specific information from me. Thank you very much for your attention and understanding in this case.************************* Sales LLC *************************************
Business Response
Date: 07/11/2023
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 7/11/2023.

Thanks,
Amazon.com Seller Performance
Customer Answer
Date: 07/12/2023

Complaint: 20296852

I am rejecting this response because:
Dear Better Business Bureau, I want to declare that I did not receive any email from Amazon requesting any specific information on 7/11/2023 as Amazon declares, the only information I have sent recently to Amazon emails attention was on July 5th, according to that, I provide all the account management history and opened this case with you (Better Business Bureau) because of the lack of response. Attached to this information you will find the last appeal sent. Please review the information and I will be attentive to any answer.
Sincerely,
*******************
Business Response
Date: 07/18/2023
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 07/18/2023.
Thanks, Amazon.com Seller
Performance
Customer Answer
Date: 07/20/2023
Attached to this information you will find the last appeal sent. Please review the information and I will be attentive to any answer.
Customer Answer
Date: 08/08/2023
Regards, My name is *******************, and I am the owner of Dunav Sales LLC, by means of this message, I would like to explain the situation with my account since it is still deactivated and apparently without any hope of being reinstated, I have come to discover that Amazons refusal to reactivate my seller account is based in large part on an apparent link between my Store and a separate account (SVE ZAUVEK LLC) which may have violated one or more of Amazons policies,k this account has been deactivated as mine.
I received the deactivation message on March 14, 2022, my inventory list had been disabled and my funds withheld until further notice, they mentioned the relationship I had with the other account and that it was necessary to appeal first that account and then mine. As I have explained in previous submissions, Dunav Sales LLC is my only Amazon seller account. I do not own and have never managed, operated, or profited from any other store(s), including ***********
My deactivation notifications:

Amazon links the two accounts and their management, I am the legal representative of Dunav Sales LLC and the legal representative of (SVE ZAUVEK) is *******************. Apparently based on the fact that both profiles were accessed at various points from the same IP address. She and I both started our Amazon seller accounts at the same time, as becoming successful sellers on Amazon was an exciting dream that we wanted to share and experience together. We supported each other as we both navigated the account setup process for the first time, and we even decided to hire the same third-party management company/virtual assistant to help us run our respective stores.
In our ignorance, we would each use the same devices/same network to access our respective seller accounts; for instance, after I would finish managing my stores inventory, adjusting my product listings, reading my Seller Central messages & notifications, and communicating with customers, I would simply log out and allow ******************* to log in to her own account, at which point she would (presumably) perform those same functions on behalf of her store.
After having studied all of Amazons policies and prohibitions concerning multiple seller accounts; I accepted full responsibility to have violated the law:
Amazon's policy on multiple accounts states that each individual or business is allowed to have only one Amazon seller account. This policy is in place to maintain fairness and prevent fraudulent or deceptive practices on the platform. Violating this policy by creating or operating multiple seller accounts can result in penalties, including account suspension or termination.
Avoiding account linkage: ********************** has systems in place to detect and prevent account linkage. Account linkage refers to associating multiple accounts owned by the same person or entity. This includes creating new accounts to circumvent account suspension or restrictions.
I have sent appeals to several Amazon emails in order to get answers and none of them is concrete, so I decided to start the appeal process with my DUNAV SALES LLC account, I would like to know if it is necessary for me to send you any specific information or my account records so that you know that in fact everything in Dunav Sales LLC is in my name and managed solely by me in order for my account to be reestablished and funds released.
Amazon can not retain my funds by accusing me of something that is not concrete, you can not accuse me and take a decision on something that I have already given enough arguments for my account to be reactivated. I consider that enough time has passed for my account to still be in this state, they have had enough time to investigate the case and give a conclusive answer with the information they need and the confirmation of this data, I invested in the account, please give me some answers. It is necessary to say that I will be very attentive if you need any specific information from me.
Thank you very much for your attention and understanding in this case.
*******************
Dunav Sales LLC
*************************************

Business Response
Date: 08/15/2023
Hello,

We have received the seller's appeal and it is still under review. We will send an email to the seller's registered email address when we have a resolution.

Regards,
Amazon
Business Response
Date: 08/18/2023
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 8/18/2023.
Thanks, Amazon.com Seller Performance
Customer Answer
Date: 08/22/2023

Complaint: 20296852

I am rejecting this response because:

Dear Better Business Bureau, I have sent all the information I have been requested regarding my store deactivation, you stated that Amazon sent me diffetent email in 3 different dates 7/11/2023, 07/18/2023, 8/18/2023, however, this informtion is not true, I did not received it, please provided me help.
I will be attentive to any response.

Regards,
Milan Puda

Milan Puda
Business Response
Date: 08/25/2023
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 August 25, 2023.
Thanks,
Amazon.com Seller Performance
Initial Complaint
Date:07/10/2023
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.
Hello! Dear BBB Team,We are writing to appeal to your esteemed organization regarding the inaction of Amazon in addressing a review (link: ***********************************************************************************************************************) that contains misleading information, misleading potential customers. Despite numerous attempts to resolve this matter through Amazon's customer support, providing substantial evidence to prove the review's falsehood and the damage it has caused to our product's reputation, we have been unable to secure its removal.We have engaged with Amazon's support team on multiple occasions, and most recently, a representative named **** promised that our case would be thoroughly reviewed. However, it has been two months since that interaction, and we have not received any further communication or resolution from Amazon.This review's presence on the platform continues to negatively impact our business and misinform potential buyers. We firmly believe that customer reviews should be accurate and trustworthy, providing valuable insights to assist consumers in making informed decisions. However, when reviews contain false information and are left unaddressed, it undermines the integrity of the review system and erodes trust in Amazon.com.We kindly request BBB's intervention to urge Amazon's staff to take immediate action in removing this inappropriate review and improving their review moderation processes. Our aim is to ensure a fair and reliable platform for all participants, where customers can make well-informed choices and sellers can maintain their reputation based on accurate reviews.Thank you for your attention to this matter. We trust BBB's commitment to consumer protection and fair business practices, and we greatly appreciate any assistance you can provide in resolving this issue.Best regards, Aveston store
Business Response
Date: 08/01/2023
Hello,

Thank you for letting us know that this Customer Reviews issue *** violate our policies.

We have investigated the situation, and have taken the appropriate action. For privacy reasons, we cannot share the results of our investigation with the reporting party.

Amazon Review Moderation team
Initial Complaint
Date:07/10/2023
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.
Greetings,Please remove restrictions on the remaining funds on my seller account and allow me to disburse them.Funds on my seller account have been put on hold due to the patent violation. Amazon provided the contact information of the rights owner in the notification. Over the past time, I have been negotiating with the rights owner regarding compensation from my side and removing my account from the list of defendants.Eventually, we agreed to deduct the part of funds from my seller account in favor of the patent holder, remove me from the list of defendants + remove restrictions on the remaining funds on my seller account. We signed Agreement, which the rights owner has already provided to Amazon Support, to deduct the part of funds from my seller account.The part of funds was deducted from my seller account. At the same time, the rights owner withdrew their complaint and removed me from the list of defendants. Thus, the dispute between me and the rights owner was resolved, and the rights owner dropped any claims against me.HOWEVER, Amazon still holds my remaining funds in the seller account and does not allow me to disburse them. Despite resolving the dispute go, Amazon continuing to hold my funds violates the Amazon Services Business Solutions Agreement, as the ongoing hold on my account is unwarranted.In light of the above information, I request immediately remove restrictions on the remaining funds on my seller account and allow me to disburse them. Please note that the Agreement between me and the rights owner only specified the deduction of the part of funds from the seller's account, NOT all of the funds. Therefore, please remove restrictions on the remaining funds on my seller account. Many thanks for considering my request.
Business Response
Date: 08/02/2023
Hello,

Thank you for writing to us about the funds being reserved in your payments account.

You do not currently have any funds ready for disbursement.

At the time of your previous disbursement, none of the funds were available for disbursement. The amount of ****** USD was held by the reserve policy.

We typically reserve your sales proceeds until a certain number of days after the delivery date of an order. This is to ensure that you have enough funds to fulfill any refund requests from buyers.

To learn about this policy, visit "Payments based on delivery date":
***************************************************************;

The ******************* is unable to remove or override reserves held in your account. If you have available balance, you can request an On-Demand disbursement of your funds with Seller Partner Support.
Thank you,
Payments Specialist
Amazon.com
Initial Complaint
Date:07/10/2023
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.
Hello! Dear BBB,I hope this message finds you well. I am writing to you on behalf of our company to appeal a misleading review that has been published on the Amazon platform. This review contains false information that misleads our customers regarding the composition of our product ASIN B08N471RKG. Specifically, the reviewer claims that our product does not contain keratin, stating, "The composition does not contain keratin." This statement is entirely untrue, as our product does indeed contain keratin. Review link: ******************************************************************** provide clarity and evidence regarding the composition of our product, we would like to present the complete list of ingredients:INGREDIENTS:Water, Cetearyl Alcohol, Amodimethicone, Steartrimonium Chloride, Dimethicone, Chloride, Trimethylsiloxyphenyl Hydroxyethylcellulose, Dimethicone, Stearamidopropyl Dimethylamine, Perfume, DMDM Hydantoin, Trideceth-10, Cetrimonium Chloride, Citric Acid, Hydrolyzed Wheat Protein, Hydrolyzed Keratin, Methylchloroisothiazolinone, Methylisothiazolinone, Magnesium Behentrimonium Nitrate, Magnesium Chloride, 2-Bromo-2-Nitropropane-1,3-Diol, Cl 15985.As you can see, keratin is listed as one of the ingredients. We have attached supporting evidence in the form of live product photos, packaging details, and a certificate of analysis to validate our claims.Despite our best efforts to resolve this matter through Amazon's support, they have denied our request to remove this misleading review. Therefore, we turn to BBB for assistance, as we firmly believe that users should have access to only truthful and accurate information about our product. This particular review does not meet these requirements.We kindly request your urgent intervention in removing this misleading review from the Amazon platform. We greatly appreciate your support in upholding fair and reliable information for consumers.
Business Response
Date: 08/01/2023
Greetings from Amazon.com,

Thank you for making us aware of this review. We've forwarded this information to our Communities Team, who will thoroughly investigate this report and will reach out to the selling partner directly via email.

Regards,
Selling Partner Support
Initial Complaint
Date:07/10/2023
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.
Greetings,My seller account was mistakenly deactivated due to its association with a seller account named "eratodav", of which I have never been the owner. I am also unaware of the real owner of the associated account.Before submitting my first appeal, I contacted Amazon Support via phone. I was misled by an Amazon Support representative and selected the option "I am familiar with the associated account, but I no longer have any connections to it". However, after my appeal was rejected, I discovered that I was unfamiliar with the associated account, so I chose the wrong option due to the misinformation provided by Amazon Support. I have attached a screenshot of the notification to my complaint. Please review it.However, I conducted a thorough investigation and discovered the reason for the mistaken deactivation of my seller account. I cooperated with a Virtual Assistant (Name: ************). Later, I discovered that the Virtual Assistant cooperated with other seller account owners (his clients). I discovered that the Virtual Assistant logged into my seller account and the seller accounts of other sellers (his clients) using the same IP address and user permission email. Due to the actions of the Virtual Assistant, the Amazon system mistakenly assumed that I owned multiple accounts. However, as you may see, this is an incorrect claim.To substantiate my claims, I have attached the following supporting documentation to this complaint:-- Virtual Assistant Services Agreement; -- Notice of Termination; -- Affidavit.Please note that the attached supporting documentation has been notarized.Also, please review my Plan of Action, which I have attached to this complaint, to get more information about the root cause and corrective/preventive actions.Based on the information above, I request the Seller Performance Team to reactivate my seller account immediately. I really appreciate any help you can provide.
Business Response
Date: 07/11/2023
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 7/11/2023.
Thanks, Amazon.com Seller Performance
Initial Complaint
Date:07/10/2023
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 am disappointed with the level of service I have been receiving from Amazon. On or about July 3, 2023, I ordered item number 111-8586261-1507423 from them. The seller appears to be playing games since I received an email that the package was being delivered on July 7 before 8pm and not on July 10 as previously reported. The *** driver never attempted delivery to the shipping address ******************************************************. He lied about the attempted delivery and took it to an access point that was never requested. My *** account for my company clearly states that if a signature is not required the driver may leave the package at the front door. At 1pm on Friday I telephoned *** to have the package re-routed, I spoke with ****** and she emphatically promised the package would be delivered as instructed. By 3pm another lie was told since I had personnel waiting for the package and no one rang the bell or alerted anyone of a delivery. Again, the package was supposedly taken to another strange place. I called *** a second time and spoke to ****. He was apologetic and swore that he would get the package to me before end of day. The package was never delivered and there was no information concerning its location. Please note I am a person with a disability. I would not utilize the services of Amazon if I wanted to traipse all over town receiving items. Amazon is incorrigible, and I believe their sellers to be dishonest as well. I contacted the seller and asked for them not to use *** because they are a horror! I requested for ***** to be used instead as I have endured too many packages being stolen by *** carriers, and there is always a snafu with packages sent to my company. I am appalled at the service I am getting from Amazon. I want the package delivered immediately to the shipping address originally given which is *******************************************************. The driver should ring the bottom bell several times. If no answer and the form does not require a signature, the courier should leave the item at the front door not the side door or other parts of the building. This experience has taught me never to order from Amazon again. There have been too many disappointing incidences. I have a business to run, and the incompetence is just unfathomable! After the driver lied many times claiming, he attempted delivery. To cover his tracks, he left an info notice on Saturday. My question is if he came all those times before why did he not leave a notice so that the package could be rerouted properly via the *** website? It is because *** drivers are liars. I also feel that the Amazon seller is not exactly as forthcoming either. I would appreciate your assistance with regard to resolving this matter expeditiously. Thank you for your efforts and cooperation. Dr. ****************** DNM Kind regards,
Business Response
Date: 07/24/2023
Hello MJ,

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 submitted an A-to-z Guarantee request on your behalf.

Processing should complete within one week of the date the request was submitted. If approved, your Guarantee reimbursement will be credited directly to the same payment method used for your purchase. You can see the most current status of your request at the following link:

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

Information about A-to-z Guarantee requests, including processing times, can be found here:

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

Regards,
Praveen M
Amazon.com.
*****************************
Customer Answer
Date: 07/24/2023

Complaint: 20296673

I am rejecting this response because it should not take a week to apply credit since I have been enduring this unpleasant issue for almost 3 weeks. I was told a refund would have been issued within 48 hours and that was the week of July 14, 2023. This inefficiency is exactly why Amazon's quality of service is declining.

Sincerely,

Dr. *****************
Customer Answer
Date: 07/27/2023
The seller is being dishonest and Amazon is delaying my refund for no earthly reason. The two items that were sent were severely damaged. The replacement was worst than the first item since the metal part on the back was bent. I sent the seller photos and they still insist on dragging out this matter. as the buyer I feel terribly taken advantage of because when I thought I would be able to fix my screen that was not the scenario. therefore I am still without a screen and my funds are being delayed. Amazon's quality of service is declining on a daily basis. It does not take 7 days to issue a refund. This company is being duplicitous.
Customer Answer
Date: 08/01/2023
The employees and staff at Amazon are liars and filed with tricks and games. The product was ordered on 7/3/2023. I was promised delivery days after. I did not get the item until more than a week later and when I did it was severely damaged. The screen was cracked and had black blotches all over it. I could barely have visibility to conduct my work tasks. After haggling with the seller for many days, he finally acquiesced to send a replacement. The replacement was also cracked all over the screen and the metal in the back was bent out of shape.
Mind you, this seller is shady since when he sent the packages, he had them delivered to an unfamiliar location trying to lure me to go there for retrieval of the package. I believe this seller may be a human trafficker as he has been very dishonest and only has damaged goods. After sending photos to the executive offices of Amazon and the seller, and many emails he finally told me that I did not have to send back the items and that he would issue me an A-Z Refund via Amazon's guidelines. This was two weeks ago. Yesterday when I checked the status of the refund it said that I withdrew the request for a refund which is another lie. I did not withdraw any request for a refund and by now I should have received it. Amazon is now trying to impersonate me. As a result, I have to wait another week for my refund. This is an outrage and quite frankly I am sick and tired of Amazon's chicanery. I no longer trust them with my personal information.
Almost on every purchase occasion their sellers provide inferior merchandise, and it is a monumental task to get any sort of satisfaction. Currently, I want my refund ASAP because I would like to close out my business account with them. The sooner they send me my refund the quicker I can disassociate. They are not an ethical company at all. Attached please find photo sent to Amazon.
Business Response
Date: 08/04/2023

Hello,
We have reviewed the issue filed for the Order ID ******************* and noticed that the Buyer receive a damaged item as a replacement from the Seller.
***** stated that the primary shipment was not received and hence asked the Seller to ship a replacement. Seller shipped a replacement item via ***** and it was delivered. Upon receiving the replacement, ***** confirmed that the item is damaged. ****** provided a return label to the Buyer to initiate the return. Buyer needs to return the damaged item to the Seller , in order to be eligible for a refund.
Return tracking : 9201990316658300006349
Carrier: USPS
In summary, the damaged item has to be returned for a refund.

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