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

59,539 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:06/08/2023
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Order date: May 27, 2023 Order #***-4049592-020742 We ordered a tumbler, it was damaged in transit and marked undeliverable. Amazon promised it would refund the $18.14 to our gift card within 3-5 business days.It is now June 8th and we have not received our promised refund or the cup we ordered.We have tried using Amazon's automated customer support repeatedly, but it just keeps offering to take us to a refund status screen, where no refund is shown for the order.We have tried the "Return" option for this order, but the menu states we need to mail them the item they never delivered before issuing a refund. We have searched their customer service pages and found no other option to receive support.We are asking for the correct, undamaged tumbler to be delivered for free within 2 days, as this is an Amazon Prime eligible item and we are Prime members. In the alternative, we ask that Amazon immediately refund the money taken from our gift card so that a replacement gift may (finally) be ordered. Thank you.
Business Response
Date: 06/20/2023
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 refund for the order #***-4049592-0207427.

Based on order details, the refund of $18.14 is processed on Wednesday, June 14, 2023 to your original payment method which is the gift card balance.

The current gift card balance on your account is $18.21. You can view your balance and usage history in Your Account here:

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

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

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

Regards,

Mahendra
Amazon.com
***********************************
Initial Complaint
Date:06/08/2023
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.
On June 3, 2023 at 4:08pm I redeemed a $500 Amazon gift card. At 4:09pm that same day I ordered two (2) products that came to a total of $540.02. I got an email instantly at 4:09pm saying the order was confirmed and then at 4:10pm I got another email saying that Amazon has cancelled my orders and voided my current gift card balance because it is in violation of their terms and conditions. Please help me. I used the last of my money to make those purchases and its really unfair for it to be taken from me like that for no reason at all. Amazon stole my money.
Business Response
Date: 06/28/2023
Hello,
We have reviewed the customers buyer account and require more information to complete our review.
We have requested the necessary information from the customer via email. We sent this request to their registered email address on 6/28.
Sincerely,
*********
Amazon.com
Customer Answer
Date: 06/28/2023

Complaint: 20163527

I am rejecting this response because: I do not have any documents to prove ownership. I had no need for it since the funds were loaded onto the account successfully. This is wrong. Please help me. I am the owner of the card!

Sincerely,

********************
Business Response
Date: 07/16/2023
Hello,

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

We have requested the necessary information from the customer via email. We sent this request to their registered email address on 7/16/2023.

Sincerely,
Amazon.com
Customer Answer
Date: 07/18/2023

Complaint: 20163527

I am rejecting this response because:
I do not have a receipt. Please could you just tell them to restore my purchase because it went through then they cancelled it. Thats so unfair because they are just saying it goes against their policies and I havent violated any policy. I simply purchased and used it. What else was I supposed to do? This is robbery. Please help me. I have seen where they have done this multiple times and you guys are the only ones that helped them. Please could you help me?
Sincerely,

********************
Business Response
Date: 07/20/2023
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 **********.
Sincerely,
********
Amazon.com
==============
Initial Complaint
Date:06/08/2023
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I placed an order on Amazon's website...ORDER # ***-4829168-6179404. From a company TTBAGSTORE... Which is supposed to be a company in *****. This company does not exist... and a review from a customer in the year 2022 referenced as much. unfortunately I did not see this review until after my purchase. I immediately contacted Amazon customer service via chat les than ***** from time of purchase. The customer service agent agreed that this company is fraudulent and said he would cancel my order... but it would be days before I seen a refund. Due to my past experiences with Amazon's customer service, I felt it in my best interest to follow up by checking my order status. And of course there was no evidence of an attempt to cancel my order. I say "of course" do to the many times I have been blatantly lied to by customer service. So I went in to manually cancel it myself. It states "Attempting to Cancel Your order is being prepared for shipment. Weve asked the seller to cancel it, and it can take a few days for them to respond. Youll receive an e-mail as soon as the order status changes." So once again I contact customer service to inquire how would they go about contacting a seller that does not exist. the response was that they are still active on Amazon's website. Now I don't know if they have any completions or orders through this seller. But I highly doubt it... since they don't exist. But I can't speak to what Amazon knows. What I do know is that Amazon either has not followed up on prior complaints or they don't care enough about their consumers to do anything about it. I almost find it offensive at this point when I hear "thank you for being a valued customer". I do understand how this all works. I get a lot of big businesses say just enough to continue getting your money and don't truly care about your concerns. "Hey, otherwise I wouldn't have to contact the BBB as often as I do." And I'm sure there would be many more if more consumers knew about the BBB.
Business Response
Date: 06/20/2023
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 order.

I've checked and see that your order has been canceled. The authorization has also been canceled from our end. Please reach out to the bank so that they can help you.

We look forward to see you soon.

Regards,
Praveen M
Amazon.com.
*****************************
Customer Answer
Date: 06/22/2023

Better Business Bureau:

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

Sincerely,

***********************
Initial Complaint
Date:06/08/2023
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.
Refund never received. I have been involved in a back and forth communication with Amazon customer service. I have been told my refund was sent, contacted my bank and was told there was no attempt of Amazon sending a refund. I was told they would try again and nothing. After the 100th time communicating with Amazon. I was told that they would mail me a check. This very day, again, NOTHING!! I'm over talking with them and being told lies. It's been since June 2022 with Amazon refunding my money.
Business Response
Date: 06/20/2023
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 refund for the order #***-0417841-3383421.

Based on the order details, the refund of $107.87 is processed on Thursday, June 2, 2022 at 2:56 PM.

You'll also be able to see the refund request here:

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

Please feel free to contact us directly by replying to bbb@amazon. com if we can be of further assistance.

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

Regards,

Mahendra
Amazon.com
*****************************
Customer Answer
Date: 06/21/2023

Complaint: 20163306

I am rejecting this response because: Where is my refund, I told it went to my bank, than I was to it would be sent by mail. I have nothing, what is this so difficult, why?

Sincerely,

La *******************
Business Response
Date: 06/23/2023
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.

As mentioned earlier, the refund for the order is processed to your original payment method on Thursday, June 2, 2022 at 2:56 PM for the amount of $107.87

I request you to contact bank and check for the transaction for the refund amount.

You'll also be able to see the refund request here:

*****************************************************************************************;

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

Regards,

Mahendra
Amazon.com
*****************************
Initial Complaint
Date:06/08/2023
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I spent the entire day trying to get proper assistance with an order.In the end, one of your associates promised compensation for my troubles. I called back, and spoke with ****** to check on said problem. This associate lied to my face. And even with that information, you're manager also fused to aide on my problem. She was the highest I could go; retail supervisor. She refused any higher escalation. And kept pushing to disconnect the call, due to the situation that the order hasn't been submitted yet. The order hasn't been completed due to the negligence of your employees.
Business Response
Date: 06/20/2023
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 negative experience you had with the customer service.

I would request you to please contact us using your account email address so that I can see the previous correspondence and the order to help you further.

We look forward to see you soon.

Regards,
Praveen M
Amazon.com.
*****************************
Customer Answer
Date: 06/21/2023
What's to clarify?
I spent an entire day with customer service.
Was lied to .
Refuted, even after explaining myself thoroughly. Of my issue. And then later on while receiving an email followup, proven that the agent lied AGAIN, This time by the manager to cover her end of the conversation, stating we talked about something we didn't even discuss.
Account, ********************

Business Response
Date: 06/25/2023
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 order.

I've checked and see that your issue was regarding a promotional certificate of $15.00 issued by our customer service. I see that the credit was applied on 111-7222571-9044215.

We look forward to see you soon.

Regards,
Praveen M
Amazon.com.
*****************************
Initial Complaint
Date:06/08/2023
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 returned a set of vented gas logs to Amazon through their contracted carrier *** on March 23, 2023 that cost $255.32. This set of logs was too heavy to take to a drop-off location. After picking up the item, I received a receipt and that was it. *** lost the package and claimed responsibility for the package after an investigation. *** sent a refund for the lost set of logs to Amazon. Amazon refuses to give me a refund due to a glitch in ***' system and the fact that they had not received the package back to their warehouse. However, after a package leaves my care with a receipt responsibility for the package is no longer mine. I have struggled on the phone with manager and associates for hours and hours with no satisfactory results. I do not have a refund or the property that I paid for. After not solving that issue, I had returned another item - a leatherman curl multitool which cost $98.72 - on May1, 2023. It was logged by amazon via email on May 2, 2023 that the *** dropoff location had received the item and it was ready for return. The package was received by the Amazon warehouse on May 10, 2023. The amazon warehouse identified the package that *** returned as an Iphone screen protector not the leatherman tool that I had returned at the *** dropoff location. I feel Amazon is accusing me of being dishonest in situations that I had absolutely no control over. Both times the items that I was and am currently still trying to return were filmed on camera and I have physical receipts for. I want Amazon to refund both orders or I will be forced to take them to small claims court.
Business Response
Date: 06/20/2023
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 refund for the order #***-0063756-9725804.

Based on the order details, the investigation team already informed you about the item being not scanned at fulfillment center.

As team suggested request you to contact the carrier and update the tracking as package scan as lost shipment.

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

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

Regards,

Mahendra
Amazon.com
***********************************
Customer Answer
Date: 06/20/2023

Complaint: 20163044

I am rejecting this response because:
The package was lost. There is no way to change that in ***s system. I contacted the contracted carrier ***** already. *** opened their own investigation. It was closed. They informed me that due to the first investigation being closed the new investigation would not be connected to the tracking number or package. They opened another investigation after I called and complained again. *** finished the investigation and found themselves liable for the lost package. *** informed me that they sent Amazon a check for the amount of the package. Amazon refuses to acknowledge that they received a refund check from ***.
Sincerely,

*****************************
Business Response
Date: 06/21/2023
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.

I understand that you are referring to the refund for the order #***-0063756-9725804 which you mentioned that you returned using ups.

As per the order details, the item is still not processed as returned at fulfillment center. Based on the investigation you need to contact the carrier and update the tracking as package scan as lost shipment.

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

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

Regards,

Mahendra
Amazon.com
***********************************
Customer Answer
Date: 06/22/2023

Complaint: 20163044

I am rejecting this response because:
It is not my responsibility as your customer to contact your contracted carrier on your behalf due to their negligence. It should be Amazons job to do any further investigation.
Even so, I have contacted Amazon's contracted carrier **** They are unable to change any information in the system with regards to this order.
After the package leaves my care, it is no longer my responsibility. Point blank period.

*****************************
Business Response
Date: 06/27/2023
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.

As mentioned earlier, the item in not processed as returned at fulfillment center and still with the carrier.

The refund for the order #***-0063756-9725804 can only be issued once the item is processed as returned.

Based on the order details, the investigation team already informed you about the item being not scanned at fulfillment center.

As team suggested request you to contact the carrier and update the tracking as package scan as lost shipment.

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

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

Regards,

Mahendra
Amazon.com
***********************************

Business Response
Date: 06/29/2023
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.

I understand that you are referring to the refund for the item which is not yet processed as returned.

The refund for the order #***-0063756-9725804 can only be issued once the item is processed as returned.

As you have the return receipt for the item you returned, you can contact the carrier and file claim on it.

Based on the order details, the investigation team already informed you about the item being not scanned at fulfillment center.

As team suggested request you to contact the carrier and update the tracking as package scan as lost shipment.

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

Regards,

Mahendra
Amazon.com
*****************************
Customer Answer
Date: 06/30/2023

Complaint: 20163044

I am rejecting this response because:
I have contacted the carrier. It was ***.
*** conducted an investigation of their own and found themselves liable for the lost package. They sent a refund check to Amazon and Amazon refuses to acknowledge that they have the money to refund me from another party.
I three-wayed an Amazon supervisor and a *** supervisor. I explained the entire situation to the Amazon supervisor. As soon as I finished explaining and introduced the *** supervisor the Amazon supervisor hung up in my face and the *** supervisors face.
*****************************
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.

As mentioned earlier, the refund has to be issued by **** however as you mentioned that the *** sent the check to Amazon.

Usually there won't be any such option to send checks. I request you to contact *** and check with them and ask them for reference of the check with they sent.

But as informed earlier, the refund has to be issued by the carrier itself as the item is not returned to Amazon.

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

Regards,

Mahendra
Amazon.com
*****************************
Initial Complaint
Date:06/08/2023
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Bought a mirror off Amazon, it arrived smashed (unboxing got glass everywhere). I tried to return it and they did not want me to return it, but wanted me to dispose of it at my expense. I then tried to buy the exact same mirror to replace the broken one that arrived and found that the price was now higher than what I paid last week when I ordered it. Amazon refused to do a price adjustment-common sense would tell one that the customer should be charged the same amount they paid for the broken one.
Business Response
Date: 06/21/2023
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.

I'm sorry for the inconvenience caused to you due to the item you received in damaged condition. I understand that you charged $33 more than the first order which you received.

Thanks for the confirmation regrading the refund of $33 gift card. As promised I've processed $33 refund to your gift card balance.

The current gift card balance on your account is $58.31. You can view your balance and usage history in Your Account here:

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

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

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

Regards,

Mahendra
Amazon.com
***********************************
Customer Answer
Date: 06/21/2023

Better Business Bureau:

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

Sincerely,

***********************
Initial Complaint
Date:06/08/2023
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I ordered what I thought was going to be a white mouse, and a black mouse arrived. I called Amazon to replace the item with the correct color and they kept telling me they didnt have the means to replace it with a different color. They said Id have to return the item then theyd refund me then I can purchase the correct item. The employee lied and said that exchanging colors has never been in their policy. She offered 20 dollars credit to my account for the inconvenience. I said Id like a color exchange for my convenience. To which she said that was impossible. This is a terrible business practice, and Amazon has no right calling that department customer service, because I was not serviced at all.
Business Response
Date: 06/20/2023
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 refund for the order #***-0141498-8153857 as you received the item in different color.

I understand that you want to exchange the item with the preferred color but as mentioned from our end we don't have option to create exchange, however if there is any option to exchange from your end you can place request for exchange.

However, as per the order details, we can see that the return for the item is created. You can place new order for the exact item you want to get delivered as the refund will be processed automatically once the item processed as return center.

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

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

Regards,

Mahendra
Amazon.com
***********************************
Customer Answer
Date: 06/21/2023

Complaint: 20162915

I am rejecting this response because: I have sent the product back and have not received a refund. Moreover, your company's return policy is anti-consumer, and I am formally complaining about it in the hopes that Amazon will change its policy due to how negatively this policy affects customers. The fact that no one in Amazon is able to exchange a product just for color is ridiculous. Even more, this has been done before. So Amazon has had the capacity to do this in the past, but dropped the ability to exchange products for ordering the wrong color. Change the policy.

Sincerely,

***************************
Initial Complaint
Date:06/08/2023
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Hi, I returned a ** Sound Bar System to Amazon. They created the return label and paid for the shipping. They will not refund me my money. Literally Everytime I contact them I get a different answer. It is almost $600 I am supposed to be refunded so I dont understand where my money went to. My Order number is 113-0691299-6972208 The item is ** SP9YA 5.1.2 Ch Dolby Atmos ...I will upload the tracking info. This tracking info was provided to me by them
Business Response
Date: 06/22/2023
Hello *****,

I'm Pratap 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 the complaint and understand your concern regarding the refund for the returned item LG SP9YA 5.1.2 Ch Dolby Atmos Soundbar with Wireless Subwoofer (2021).

I apologize for the inconvenience that you have experienced in this case.

Upon checking I see that the order was placed on June 10, 2022 and the 30 days return window has already expired. We are unable to issue the refund as the item is more than an year old. However, as an one time exception I'll process a $505 gift card to your Amazon account. Please let ** ** know if you would like ** to process the gift card.

Your patience and understanding are greatly appreciated.

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

Regards,
Pratap

Customer Answer
Date: 06/22/2023

Better Business Bureau:

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

Sincerely,

***************************
Initial Complaint
Date:06/08/2023
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 BBB, I am writing to file a formal complaint against Amazon regarding the suspension of my seller account. I believe that Amazon has mishandled my case and I seek your assistance in resolving this matter. On September 29, 2022, my seller account was suspended due to suspected intellectual property violations associated with the following ASINs: B075CLCJ2X, B00TUOUC9G, B01N8WBDU2, B00HW41JLQ, B0090GXJ2G, B008U4EL44, B07LG3MWTW, B07C2QW3PK, B07NB8HRP7, B078MDG5TZ, B00BIX1QVU, and B01F8QXEW6. I understand the gravity of my actions and take full responsibility for the unauthorized use of trademarked text in the product titles and descriptions. I apologize sincerely for my actions. I want to emphasize that no sales were made under these specific ASINs. While my intention was to offer popular products to customers, I now fully understand the impact of trademark misuse and the rights of trademark owners. I deeply regret my actions. At the time of the account suspension, there were no sales proceeds under Amazon's control for the mentioned ASINs. Despite this, I request the immediate release of any remaining funds held in my account. Since the suspension, I have taken swift action to rectify the situation. I have deleted all listings associated with the infringing ASINs from my Seller Central account, ensuring their complete removal. Furthermore, I have implemented measures to prevent such violations from occurring in the future. In support of my reinstatement appeal, I have provided Amazon with a comprehensive plan of action and all the necessary information to demonstrate my commitment to Amazon's policies. Regrettably, my appeals to the Seller Performance team have been repeatedly denied. Therefore, I am appealing to your organization for a review and reconsideration of my case. I genuinely seek a fair and just resolution, as I am wholeheartedly committed to complying with Amazon's policies and ensuring a positive experience for all customers and trademark owners.
Business Response
Date: 06/12/2023
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 06/11/2023.

Sincerely,
Amazon.com Seller Performance
Customer Answer
Date: 06/13/2023

Complaint: 20162440
I am rejecting this response because:

Dear BBB,
Thank you for your message regarding the appeal for the mentioned ASINs. We appreciate the opportunity
to provide further clarification and address the root cause of our seller account suspension.
Upon thorough investigation, we have identified the root cause of the issue, which can be attributed to our
failure to promptly and adequately appeal the suspected intellectual property violations on our Account
Health Dashboard, as notified on September 29, 2022. We acknowledge this oversight and take full
responsibility for our actions.

Our listing process involved utilizing information from Keepa to identify items of customer interest. We
would then verify the availability of trusted sources or our vendor, add the products to our inventory list
alongside existing catalogs on Amazon, and proceed with the purchase of the product after it was sold.

Regrettably, during our review, we discovered that we neglected to thoroughly examine the listings before
adding them to our inventory list. This oversight resulted in the unintentional use of someone else's
trademark in product titles and listing descriptions without proper authorization from the rights owner.
Consequently, the ASINs B075CLCJ2X, B00TUOUC9G, B01N8WBDU2, B00HW41JLQ, B0090GXJ2G,
B008U4EL44, B07LG3MWTW, B07C2QW3PK, B07NB8HRP7, B078MDG5TZ, B00BIX1QVU, and
B01F8QXEW6 were flagged for potential trademark text misuse. The trademarked words used in the
product titles and listing descriptions included ********* (U.S. Trademark Registration No. 0890292),
"CITIZEN" (U.S. Trademark Registration No. *******), ******** (U.S. Trademark Registration No.
0953106), *********** (U.S. Trademark Registration No. *******), and "DORAEMON" (U.S.
Trademark Registration No. 4219577).

It is important to note that the products sold under these listings are generic items, and the product titles
were solely intended to describe the products themselves, without any intention of creating affiliation or
causing confusion among buyers. We understand and acknowledge that the misuse of trademarked text on
our product listings is a violation of Amazon's policies and the rights of trademark owners. We apologize
for this oversight and assure you that we have taken appropriate corrective actions to rectify the situation
and prevent any future violations.

To address the issue, we have taken the following corrective actions:

We have promptly removed all infringing listings from our Seller Central account (ASINs
**********, B00TUOUC9G, B01N8WBDU2, B00HW41JLQ, B0090GXJ2G, B008U4EL44,
B07LG3MWTW, B07C2QW3PK, B07NB8HRP7, B078MDG5TZ, B00BIX1QVU, and
B01F8QXEW6).

Furthermore, we have proactively deleted all other listings from our Seller Central account to
ensure there are no additional listings that could potentially violate Amazon's policies.

We have diligently read and reviewed Amazon's Intellectual Property Policy for Sellers and the
FAQ about Trademarks to ensure a comprehensive understanding of the guidelines and
requirements.

In addition to the corrective actions, we have implemented the following preventative measures:

We have sought the assistance of an intellectual property law firm to ensure compliance with all
federal, state, and local laws, as well as Amazon's policies pertaining to our products and listings.
This partnership will help us avoid any infringement on the intellectual property rights of brands
or other rights owners.

To prevent future violations, we have established a rigorous review process for all product listings
before adding them to our inventory. This process ensures that we thoroughly examine and verify
the accuracy and compliance of the information provided.

We have implemented a comprehensive record-keeping system for invoices and receipts related to
the products we sell on the Amazon marketplace. Physical copies of these documents will be
securely stored at our office, while digital copies will be maintained in the cloud as backups. This
measure guarantees that we can provide appropriate documentation to support the integrity of our
supply chain.

We have implemented a stringent vetting process for manufacturers, resellers, and suppliers from
whom we source goods. This process significantly reduces the risk of intellectual property
infringement and ensures that we acquire inventory exclusively from legitimate and verifiable
sources. Whenever possible, we will directly source products from brand owners and
manufacturers, or otherwise, we will rely on authorized distributors identified on the brand owner's
official website.

We have established a strict requirement for authorization to sell or resell branded products. Before
listing and selling any branded product on the marketplace, we will verify the validity of the
authorization with the original rights owner. Without a valid invoice and letter of authorization
issued by the rights owner or their recognized distributors, we will refrain from listing or selling
such products.

We are diligently reviewing and correcting all product information before listing any products on
Amazon, ensuring that we comply with the guidelines provided.

We have assigned dedicated staff members to monitor our account health and product information
regularly, thereby proactively addressing any policy warnings or violations that *** arise.
We assure you that we take this matter seriously and are committed to upholding Amazon's policies,
protecting intellectual property rights, and providing a trustworthy and transparent operation on the Amazon
platform.
We kindly request that you provide any additional information or guidance required to support our appeal.
Alternatively, if you find the outlined action steps satisfactory, we respectfully request the reinstatement of
our seller account.
Thank you for your attention to this matter, and we appreciate your assistance in resolving this issue.
Sincerely,
Want jp
*************
Business Response
Date: 06/15/2023
Hello,
We have reviewed this sellers account and require more information to complete our review. We have requested the necessary information from
the seller via email on June 15, 2023.
Thanks,
Amazon.com Seller Performance
Customer Answer
Date: 06/20/2023

Complaint: 20162440

I am rejecting this response because:
Dear BBB,
We appreciate your prompt response and the information you provided regarding our appeal for the
mentioned ASINs. We are pleased to inform you that we have successfully submitted all the required
information to Amazon to address the issues related to our seller account suspension.
Upon thorough investigation, we have identified the root cause of the problem, which was our failure to
promptly and adequately appeal the suspected intellectual property violations on our Account Health
Dashboard, as notified on September 29, 2022. We take full responsibility for this oversight and apologize
for any inconvenience it *** have caused.

To rectify the situation and prevent any future violations, we have taken the following corrective actions:

1. We promptly removed all infringing listings from our Seller Central account, including the ASINs
B075CLCJ2X, B00TUOUC9G, B01N8WBDU2, B00HW41JLQ, B0090GXJ2G, B008U4EL44,
B07LG3MWTW, B07C2QW3PK, B07NB8HRP7, B078MDG5TZ, B00BIX1QVU, and
B01F8QXEW6.

2. We proactively deleted all other listings from our Seller Central account to ensure there are no
additional listings that could potentially violate Amazon's policies.

3. We have diligently read and reviewed Amazon's Intellectual Property Policy for Sellers and the
FAQ about Trademarks to ensure a comprehensive understanding of the guidelines and
requirements.

In addition to these corrective actions, we have implemented the following preventative measures:

4. We have sought the assistance of an intellectual property law firm to ensure compliance with all
federal, state, and local laws, as well as Amazon's policies pertaining to our products and listings.
This partnership will help us avoid any infringement on the intellectual property rights of brands
or other rights owners.

5. To prevent future violations, we have established a rigorous review process for all product listings
before adding them to our inventory. This process ensures that we thoroughly examine and verify
the accuracy and compliance of the information provided.

6. We have implemented a comprehensive record-keeping system for invoices and receipts related to
the products we sell on the Amazon marketplace. Physical copies of these documents will be
securely stored at our office, while digital copies will be maintained in the cloud as backups. This
measure guarantees that we can provide appropriate documentation to support the integrity of our
supply chain.

7. We have implemented a stringent vetting process for manufacturers, resellers, and suppliers from
whom we source goods. This process significantly reduces the risk of intellectual property
infringement and ensures that we acquire inventory exclusively from legitimate and verifiable
sources. Whenever possible, we will directly source products from brand owners and
manufacturers, or otherwise, we will rely on authorized distributors identified on the brand owner's
official website.

8. We have established a strict requirement for authorization to sell or resell branded products. Before
listing and selling any branded product on the marketplace, we will verify the validity of the
authorization with the original rights owner. Without a valid invoice and letter of authorization
issued by the rights owner or their recognized distributors, we will refrain from listing or selling
such products.

9. We are diligently reviewing and correcting all product information before listing any products on
Amazon, ensuring that we comply with the guidelines provided.

10. We have assigned dedicated staff members to monitor our account health and product information
regularly, thereby proactively addressing any policy warnings or violations that *** arise.

We assure you that we take this matter seriously and are committed to upholding Amazon's policies,
protecting intellectual property rights, and providing a trustworthy and transparent operation on the Amazon
platform.

Sincerely,

*************
Want.jp
Business Response
Date: 07/30/2023
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.

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 7/30/2023.

Sincerely,
Amazon.com

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