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

59,460 total complaints in the last 3 years.
21,524 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:06/02/2023
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.
Amazon delivery driver delivered my package to a completely different address. I contacted their support to get a replacement or refund for the item that they didnt deliver. They then told me they couldnt do anything about it, at all. Because it was delivered and they didnt even check to see that I had two other packages delivered same day, that were put inside the Amazon lockers in the building. Then, the Amazon support began to berate me. Worst experience ever.
Business Response
Date: 06/04/2023
Hello *****,

I am Raman 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 am sorry to hear that you havent received your items from order# ending ****. It's very important to us that our customers receive the products they purchase from Amazon. Shipments that aren't received are inconvenient for you and costly for Amazon.

Based on the outcome of our investigations, we believe the package was delivered to the correct address. In particular we have considered information from our records, as follows which show the item was delivered:
- Information collected at the point of delivery.
- The package weight and reported condition upon delivery.

You may wish to contact your local police authorities to pursue this matter further. If the issue isn't resolved after contacting local law enforcement and the carrier, please contact ** back during the business hours of the related police department with a Police Report number, a link to access your Police Report, or a PDF/Image file of the Police Report. There are multiple ways to file a Police Report. Check with your local authorities for ways to file a report.

In order for ** to validate your Police Report, it must be in a "Complete/Closed" state, be reported in the local jurisdiction (city, county, municipal) in which the package was reported delivered, and include the following:
- The delivery address regarding this incident.
- The items were delivered according to the carrier tracking.
- The report was created for stolen items/theft/larceny/incorrect delivery or similar crime.
- The date the report was created.
- The name of the police department.
- If the Police Report was created over the phone: The name and badge number of the reporting officer.

Were unable to accept Police Reports that are in pending or any other incomplete status, as well as reports not filed in the local jurisdiction in which the package was reported as delivered. The Police Report must be filed within 45 days of the delivery date to be considered for review. Only one Police Report is needed for all orders that are part of the same shipment. A separate Police Report is needed for orders delivered in different shipments.

To assist in obtaining a Police Report, we recommend that you provide a copy of this email to the police to help explain what has happened. We will happily cooperate with the police as part of any investigation.

I hope this helps.

Regards,
Raman R.
Amazon.com ****************
Initial Complaint
Date:06/02/2023
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.
On May 23rd They shut down my amazon account claiming I broke gift card violation but cannot tell me what I did wrong & they are taking my gift card balance which is over $75 and I won't get it back! Which is wrong considering my family and friends Put their hard earned money on my contributions for that balance to be on my gift card. I do know they have done this to other people asomething definitely needs to be done. This is wrong for them just to take accounts and shut them down. I had an account with ********************** for over 5 years. I've had ***** devices connected to it. I use the Amazon prime and I've currently been locked out of my account since that day. Asking me to prove identification and proof of my card that I use on the account. I have proved that more than five times and they have yet to unlock my account or tell me anything when I call in. They tell me they can only communicate through emails and the email don't have any information. It just says log in resubmit the same information. I've already submitted five times and I get nowhere every time I call them. Basically I want them to give me my account back and my gift card balance. What they are doing to people is beyond wrong
Business Response
Date: 06/14/2023
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.
We have denied the customers request for a refund.
Consistent with Amazons Conditions of Use, Gift Cards that have been obtained, used, or applied to an Amazon.com account in violation of our terms and conditions may be voided by Amazon. Amazon further reserves the right to suspend or terminate the ability to use Amazon services, cancel or limit orders, and to bill alternative forms of payment if we determine that a Gift Card was obtained, used, or applied to an Amazon.com account in violation of 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 05/31/2023.
Sincerely,
***
Amazon.com
Initial Complaint
Date:06/02/2023
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 Order# ***-7874375-2478600, I would like to cancel one item of this order which is "MSI Gaming GeForce RTX **** Ti 12GB GDRR6X 320-Bit HDMI/DP Nvlink Torx Fan 3 Ampere Architecture OC Graphics Card". It still not ship for 6 months since I ordered on November 2022. I paid for this order by using gift card balance, and the balance was still on hold, I can`t use to buy another things. So my requests are as follow:1. Please cancel this item "MSI Gaming GeForce RTX **** Ti 12GB GDRR6X 320-Bit HDMI/DP Nvlink Torx Fan 3 Ampere Architecture OC Graphics Card".2. Release my gift card balance which I used to pay for this item.Than you.
Business Response
Date: 06/14/2023
Hello *******,

I am Raman 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 see the concern you have shared with reference the order ending **** and have reviewed it in detail. While the order is on hold and the cancellation is not showing up, you have not been charged for the Graphics Card and the Gift Card funds have already been released to your account.

You can disregard the order showing on hold, and the item is not likely to be charged or shipped. You will see the updated status on the order once done.

You need not have any apprehensions in this matter and I would refer you to the order details pages on your account. I hope this helps.

Regards,
Raman R.
Amazon.com ****************
Customer Answer
Date: 06/14/2023

Complaint: 20134282

I am rejecting this response because: $1,379.95 still pending and on hold, it didn`t release to my gift card balance, I still can`t use this money.

Sincerely,

***********************
Business Response
Date: 06/16/2023
Hello *******,

I have reviewed the account you have reached from and see there is a gift card balance of $1,295.94 on it.

For some reason, I see 2 accounts linked to the same email. The Gift Card Balance is on the account that was regularly used to place the orders.

I do not see any hold on it, you can use it to place orders.

Regards,

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

Complaint: 20134282

I am rejecting this response because: You can see the attached image, total gift card balance is 0, and there is $1379.95 in pending in balance activity. So that means $1379.95 was not been released to my total gift card balance, that means I still can't use this $1379.95 to buy things.

Sincerely,

***********************
Business Response
Date: 06/22/2023
Hello ***********************,

I am Raman 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 see the concern about the balance activity and have reviewed the account transactions in detail. The statement that was shared as an attachment mentioning "$1379.95 in pending in balance activity" was correct, the refund was applied and is pending being applied to other orders.

While the gift card balance was released to your account, I see that there were further orders placed causing the gift card balance to show up as pending. Notably, there orders ending ****, ****, ****, among many others which were placed after the hold on the first order was released.

This gift card balance would show as on hold until the order ships, and I would invite you to review the transactions on your Account. Considering that gift card balance transactions happen and the balance changes very rapidly, I request you to assure you look up the transactions holistically.

You can view your balance and usage history in Your Account here: *************************************************

Any unused gift card balance will remain in your account until it's applied to an order. To learn more about using your gift card, visit our Help pages:
*************************************

I hope this helps. We will not be able to provide any additional info at this time but you can reach **************** over call or chat for more assistance to understand the transaction notations, if required.

Regards,
Raman R.
Amazon.com ****************
Customer Answer
Date: 06/26/2023

Complaint: 20134282

I am rejecting this response because: You mentioned orders ending ****, ****, **** were paid by gift card which were redeemed these days, not from $1379.95. You can easily checked for my redeem history and payment history. The fact is this $1379.95 still in pending, item of MSI graphic card still not been cancelled. I have contact customer service with representative, supervisors or leader team for hundred times in 7 months, you can check my contact history. They submitted many many tickets to internal deparment, but I got nothing response and no update, can you check for some tickets status, such as case ID: ************************************ and case ID: 2c1528dc-7270-4e10-836b-e52b1ec206c6. I`m just wondering why Amazon service is like this, just a easy issue which are item cancellation and release my gift card, it waste my 7-8 months. I have no ways to complaint, so I submitted form to BBB. And now please help me resolve this issue, can you? I`m begging you deal with my issue seriously, I don`t want lose my $1379.95. Thanks for your time.

Sincerely,

***********************
Business Response
Date: 07/11/2023
Hello *******,

I am Raman 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.

The information we have shared was correct, while the graphic card on the Order ending **** has not been shipped, there is no hold on gift card funds on the account toward the order. We will not be able to issue or release any gift card funds on your account.

As we have explained earlier, I recommend you review the gift card balance usage statement which is available from your account to study the gift card balance amounts added and used up. We will not be able to share this information over email or over the BBB portal, but you have access to it from your account.

As explained earlier, the funds you have referred to have already been used up toward other orders placed after Thursday, November 24, 2022 at 6:38:25 PM PST when the cancel was requested and the hold released.

While we realize you're upset; we'll not be able to offer any additional insight or action on these matters as we have reviewed this issue in detail. I refer you to review carefully the Gift Card balance usage statement on your account.

We appreciate your business and hope to have the opportunity to serve you again in the future.

Regards,
Raman R.
Amazon.com ****************
Initial Complaint
Date:06/02/2023
Type:Delivery Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Dear Team My name is *****************, and I am the sole owner of the Amazon seller account, DIR **** My ********************** seller account was deactivated on February 15, 2022, due to some customers filed complaints related to two ASINs: B00IAVDOS6 and B0978XRDDT.Product Name: Xbox One Stereo Headset Adapter [Xbox One]ASIN: B00IAVDOS6 Sales Volume in the last 365 days: 53 Orders Product Name: Halloween Cosplay Fancy Dress Superhero Bodysuit Pretend Play Costume, 120ASIN: B0978XRDDT Sales Volume in the last 365 days: 19 Orders I have provided Amazon with all the detailed information I have available, proving that I am not linked to any fraudulent activity, but have been unable to obtain a solution. I am appealing to you in order to escalate my case so that my withheld funds of $29,002.35 are released as soon as possible. I do not know how to respond to my collaborators in this whole process. I also provided alternative evidence such as contact from my suppliers that attest to the authenticity of the products I sold. In addition, I provided detailed item descriptions, item quantities, and delivery confirmation documents, to demonstrate my commitment to complying with clients needs, As a result, I really need my funds be released as soon as possible. - I look forward to hearing from you Thank you Sincerely, *****************
Business Response
Date: 06/05/2023
Hello,

We have decided to reinstate this sellers account.

We sent an email to the seller informing them of this decision.

Sincerely,
Customer Answer
Date: 06/05/2023

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:06/02/2023
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have bought two items from Amazon it came late . There policys says that I am qualified for a full refund and the agent where awful helping with this situation also a month before this purchase they send me a item that was used they didnt help at all .
Business Response
Date: 06/04/2023
Hello *****,

I am Raman 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 see the concern you have shared with delivery of your order ending ****; and have looked into the matter in detail. I suggest you review the refund policies on the help pages on Amazon carefully, and regret any misunderstanding in this matter.

The information shared was correct, a full refund cannot be issued just because of confirmed deliveries made beyond the initial estimated delivery date. We will not be able to issue a refund in this case.

You do have options, you can either return the item or refuse the delivery with the carrier, as applicable. After the item is received and confirmed by our returns processing team, the applicable refund would be issued.

I realize you're upset we've been unable to address your concerns to your satisfaction. However, we'll not be able to offer any additional insight or action on these matters, and any further inquiries on this matter will not receive a response.

We appreciate your business and hope to have the opportunity to serve you again in the future.

Regards,
Raman R.
Amazon.com ****************
Initial Complaint
Date:06/02/2023
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.
Hi!Amazon deactivated my selling account without any clear reason. They asked me to pass a video-call verification and provide some info. I did it, but they kept their decision to deactivate my account. I even don't understand why it happened. I have a legit business, my company (AC TRADING LLC) is registered in the US.I didnt manipulate Amazon policies and my products are genuine. The only issue here is the account registration process which was done by a third-party person and he indicated himself as the point of contact. As far as I was a newcomer on Amazon, I didnt have experience on how to register a selling account. So, I found a contractor (***************************) who agreed to register the account for me. He used my companys information while registering but mentioned himself as the Point of contact. At that time, I didnt suppose it could make any problem. So, *************************** is considered to be the contact person for today. I dont know how properly change it in Seller Central. But I wish to do that and appoint myself as the accounts point of contact. If it's needed I'm ready to pass an new video-verification. I attach documents related to my company and Amazon account. Please, review my situation and allow me to sell on Amazon.
Business Response
Date: 06/04/2023
Greetings from Amazon,
Upon investigation, we see that the seller has been given resolution on the case id: ***********.
Please ask the seller to refer the case for next steps and also the reason for denying the reinstatement.
Thanks.
Customer Answer
Date: 06/08/2023

Complaint: 20134149

I am rejecting this response because:

Dear Amazon,

In the Case ID *********** was another issue discussed. It's about seller Identity Verification. My account was deactivated due to another reason describe in the Performance Notification from April 21, 2023. Here is the text:

''Your Amazon Seller account has been deactivated in accordance with section 3 of Amazons Business Solutions Agreement. Your listings have been removed. Funds will not be transferred to you but will stay in your account while we work with you to address this issue. Amazons Business Solutions Agreement can be found at *****************************************************

Why did this happen?
After reviewing your account and the information you provided during your virtual identity verification, we believe that your account *** have been used to engage in deceptive or illegal activity that ***** our customers, other selling partners, and our store.''

That's why I raised this reinvestigation since I don't understand the reason for account deactivation. My business is legitimate. The company used to register the account is active. Please, investigate my concern. I'm ready for cooperation and will be glad to provide you with any documents you need.

Sincerely,
***********************
Business Response
Date: 06/27/2023
Hello,
While we appreciate the customer's interest, we are unable to provide information on our investigation methods. We believe that the seller account has been used to engage in prohibited, deceptive, abusive, or illegal activity and that ***** our customers, other selling partners, and our store.After a thorough review of their account and all of the information that they have provided, we cannot reverse the decision.
The seller has received appropriate communication by email on 04/21/2023.
Regards,
Amazon
Customer Answer
Date: 06/29/2023

Complaint: 20134149

I am rejecting this response because:

Dear Amazon,

I'm ready to answer any question you want in order to demonstrate that I didn't do any illegal activity. I never fraud my customers or Amazon. I used FBA as fulfillment channel and so my selling strategy was transparent. Please, appoint a video-call, I can answer all necessary questions.

Sincerely,

***********************
Initial Complaint
Date:06/02/2023
Type:Order Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Box of 3 items received damaged. Amazon would not refund me the money for the two books damaged for the jar of harissa sauce and are making me send the damaged (dirty) books in a plastic bag. I was told I would receive the money for the harissa sauce. To complicate further, I dont have a box to send the items until I get another shipment from Amazon. I asked to the representative to ask her manager **** for a refund. They said not possible until the books are returned. I have attached a picture of the box, and the two books in harissa sauce. They did not want me to send pictures of evidence.
Business Response
Date: 06/06/2023
Hello ***************************,

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

I'd love to help, however, I wasn't able to find the order you asked about on your message. For your account's protection, we're only able to provide account and order information when we can confirm the request is coming from the account holder through the email address on the account. We'd request you to please help us with the order number related to your purchase.

If you still need help, please contact us again by visiting our Help pages (**********************************), select the "Need More Help?" link and click on "Contact **." Be sure to contact us from the email address on the account used to place the order.

We look forward to seeing you again soon.

Regards,

*****
Amazon.com
*****************************
Initial Complaint
Date:06/02/2023
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 purchased an item on Amazon. I was not aware it was from a third party seller. Apparently the seller fulfilled the order using stolen card information to order an item from Kohls. The victim had my contact information and details and threatened me and my wife over the phone. Very scary to me and my family. I never expected to be exposed to this kind of verbal violence when. Dealing with Amazon.
Business Response
Date: 06/05/2023
Hello *********************,

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

I'd love to help, however, I wasn't able to find the order you asked about on your message. For your account's protection, we're only able to provide account and order information when we can confirm the request is coming from the account holder through the email address on the account. We'd request you to please help us with the order number related to your purchase.

If you still need help, please contact us again by visiting our Help pages (**********************************), select the "Need More Help?" link and click on "Contact **." Be sure to contact us from the email address on the account used to place the order.

We look forward to seeing you again soon.

Regards,

*****
Amazon.com
*****************************
Customer Answer
Date: 06/05/2023

Complaint: 20133807

I am rejecting this response because:
Instead of asking for details in order to investigate the complaint about where a customer was placed in a threatening situation by Amazons business model.
Order number 112-3264626-6951438
I previously spoke to customer support and was just told to block the number of the Amazon Seller.
This situation should not be allowed to happen.
Sincerely,

*********************
Business Response
Date: 06/16/2023
Hello *********************,

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

I've reviewed your BBB complaint and I'm sorry to learn about the negative experience you've had with the seller of your order for Roku Streaming Stick 4K.

I thank you for making ** alert of this seller's behavior. I escalated this to our seller's management team internally and they have taken appropriate action on the seller and their selling account. We've terminated the seller off our platform for violating Amazon Guidelines.

Regards,

*****
Amazon.com
*****************************
Customer Answer
Date: 06/18/2023

Complaint: 20133807

I am rejecting this response because:
Amazon needs to adjust the business model to prevent this from happening again.
as a result of this experience:
1. I was reported to the police as committing Fraud by the victim of the credit card fraud.
2. My family and I received hostile, threatening phone calls.
3. My family and I felt unsafe and the caller new details about my disabled son and family that caused angst and lost sleep.
I assume that most of the personal information came from an internet search. But knowing that this fraud victim thought I was the perpetrator of the crime and had our address, phone number and personal information still causes me anxiety.
I hope this never happens to someone else.
Sincerely,
*********************
*******************
Initial Complaint
Date:06/02/2023
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.
Amazon banned my KDP (Kindle Direct Publishing) account(s) without so much as a warning (Which is a clear violation of their own terms and conditions) due to a book that had been going strong for years (since 2018) and which suddenly (mysteriously) got flagged due to content guideline violations. Without so much as a warning beyond that, they shut down my accounts, and are refusing to pay me royalties owed, which is utter and complete highway robbery - there were no issues with the accounts other than this, and not even a warning ever before - it's one thing to ban the book (which in itself could be argued against and I have done that) - but it's quite another to ban the account and withhold royalties!The whole thing stinks - someone at Amazon doesnt "like" *****************************, but that isn't how business is done. Every time I try and contact Amazon, they give me the run around and KDP refuses to respond to me beyond "stock" copy and paste responses. I have sent their upper management emails, they refuse to respond - the attitude is basically "Amazon is too big to fail", and "to **** with the little guy". I apologize for being so direct, but that is exactly what Amazon is doing here. This HIGHWAY ROBERRY is utterly intolerable, and the lack of a human response given the gravity of the situation even more so. I'd appreciate it if this was forwarded to Amazon and a HUMAN being would take the time to sit down and read my very lengthy and well explained appeals on this - any reasonable minded person would come to the conclusion that I have that the accounts need to be reinstated, and no matter what happens, the outstanding royalties simply must be paid! I look forward to a speedy resolution, and will provide all proof I can in this regard. Best, *****************************
Business Response
Date: 07/04/2023
On 05/18/2023, ************************************* account was terminated due to a violation to our Terms and Conditions since his account is related to a previously terminated account. The termination decision has been reviewed by the Executive Customer Relations team and we confirmed that it was taken correctly. The publisher was already informed about our decision and no further actions will be taken.
Customer Answer
Date: 07/04/2023

Complaint: 20133794
** Please have this sent to Amazon's exec customer relations team*
Hi Guys,
To keep this short - First off, thanks for getting back to me - but second, while Amazon claims "the termination decision was made correctly", they are ignoring the facts laid out in my initial complaint - the "circumstances" surrounding this termination are iffy at best, and the book that mysteriously got everything terminated has been going strong since 2018, so I dont see how it could "suddenly" be terminated?
I have already mentioned all this in the initial complaints, and Amazon is completely ignoring it - I've also requested a personal contact from their Exec Relations Team several times, but no-one has bothered to get back to me despite my numerous requests - I see no reason why, even if Amazon upholds its original decision, it cannot at least do me the courtesy of RESPONDING to what I said, instead of ignoring it and sweeping under the carpet?
The fact is, there were faults on both sides, and neither party is, as in these cases, 100% right or wrong. The fact is, Amazon's own systems messed up for a while, but I should not be penalized five years later for something that was accepted once i.e. if it was allowed once, then at the most the book might be terminated, but not the entire account?
Fair's fair, and Amazon is completely ignoring this part of it.
Second, and MORE IMPORTANTLY, given the circumstances surrounding this termination, there's absolutely NO reason to withhold due royalties up until the date the accounts were terminated. It is a substantial amount, and I see not one single good reason for Amazon not to pay this out - not doing so amounts to highway robbery in my opinion, and anyone that has looked at this situation in a clear minded fashion would agree.
This applies to both accounts (royalties) ie. the account you are referring to, and the related account.
We (Amazon and I) have worked together a long time on KDP, and to avoid this situation getting ******* (I have already checked out what I need to do in terms of a small claims court to pursue this), I request Amazon to please at least pay my outstanding royalties, and if that is done asap - we can consider this closed at that point.
Please let me know. If you choose to pay the outstanding royalties, please also send me a final summary of the royalties due, as I no longer have access to either KDP account.
Thank you!
Sincerely,

*****************************
PS - All the facts of the situation have been very clearly laid out in the initial communications and docs sent to me. Amazon - again - please do the right thing by everyone and pay the outstanding royalties up until the date the accounts were terminated. If that is done, I'm willing to accept your other decisions and consider this closed.
Business Response
Date: 07/13/2023
On 05/18/2023, ************************************* account was terminated due to a violation to our Terms and Conditions since his account is related to a previously terminated account. The termination decision has been reviewed by the Executive Customer Relations team and we confirmed that it was taken correctly. The publisher was already informed about our decision and no further actions will be taken.
Business Response
Date: 07/18/2023
This response was already communicated to ********************************* on dates 05/18/2023 and 05/31/2023. As previously stated, ************************** account was terminated due to a violation to our Terms and Conditions since his account is related to a previously terminated account. The termination decision has been reviewed by the Executive Customer Relations team and we confirmed that it was taken correctly, therefore. we're upholding the termination and withholding any royalties accrued. He was already informed about our decision and no further actions will be taken.
Customer Answer
Date: 07/19/2023

Complaint: 20133794

I am rejecting this response because:
Dear Amazon,
I'd like to say this again, and for the last time. Again, for one LAST TIME - I am not debating whether or not the suspension of both accounts was done "correctly or not". It is debatable, and we both know it - no-one is either right or wrong there. However end of the day, KDP is owned by Amazon, therefore, you have the final say on what goes on there, and right, wrong, or in the middle - thats your call, you took it - and we're past that now.
For one last time, I'm NOT asking for either one of the two KDP accounts to be reinstated.
What I am REQUESTING - very politely and humbly REQUESTING - is this - two things, actually -
1. Please, given the nature and circumstances of the whole situation, as a gesture of good faith pay my outstanding royalities for both accounts.
and 2. Please have someone from your exec customer service team call me if possible - or email me (email would be better).
This is ALL I am requesting, please let me know.
Thank you!
Sincerely,

*****************************
Initial Complaint
Date:06/02/2023
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 received an electronic item as a gift which caught on fire within 1 year. The item had a 2 year manufacture warranty but Amazon customer service said they would refund the purchase as a credit to my account. I have this CONFIRMED in an email. I offered to return the item in original box back for inspection but was told by Amazon it was not necessary and they would issue a full refund in 7 days. Once I received confirmation I threw the item out in the trash. It has been 12 days and when I called Amazon to follow up I was told that the information was incorrect and the refund would not be issued. They told me to send the item back to the manufacture. I explained I no longer have it since Amazon stated they would refund me. I spoke to ************ member ******* states there is nothing he can do but credit me $50. He would not let me speak to anyone above him or anyone in the **. I was advised to call back (to the same number) if I wanted to try to speak to someone else. I called back again this time speaking to *****. She also said the same thing. At this point I have no one else to contact and no other route to go to resolve this. I understand it is outside the normal return timeline which is why I offered to send it to the manufacture but I have in writing Amazon stating that they will resolve the issue and refund the money. We spend over 1,000/month at Amazon and the customer service for this is not acceptable.
Business Response
Date: 06/06/2023
Hello *****************************,

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

I've reviewed your BBB complaint and I'm sorry to learn about the negative experience you've had with your "Thumper Sport Percussive Massager". I understand the massager became defective within 1 year and you wanted to consult manufacturer for warranty support and it redirected you to Amazon.

Upon checking your recent interactions with us, I found the information which was provided to you about the refund was false and incorrect. We've already initiated appropriate actions on our associated who provided you the incorrect information on May 22, 2023. In general, if more than 30 days have passed since the delivery of an item, we can no longer accept a return. Therefore, we recommend our customers to contact Manufacturer to see if the problem in question is covered by the manufacturer's warranty.

The information provided by Supervisor on call was correct. Moreover, we do not have ability or an option to transfer a live call to a specific representative of a specific region. Since Amazon's customers come from all over the world, it's helpful for ** to have customer service centers in a variety of time zones throughout the world--so that someone is always available when a customer needs help.

Further, I understand that you disposed off the item and no longer have it to consult the manufacturer. In this case, I have made one time exception to the standard returns policy and issued a refund of $148.00 Item value to your gift card balance in your Amazon.com account.

You can view your balance and usage history in Your Account here:

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

Your gift card balance will be automatically applied to your next eligible order. If you don't wish to use your gift card balance, you'll see an option to choose whether you'd like to "Use your Gift Card or Promotional Balance" on the "Select a payment method" page. Any unused gift card balance will remain in your account until it's applied to an order. This option is not available for 1-click orders.

To learn more about using your gift card, visit our Help pages:

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

Regards,

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

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