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

59,354 total complaints in the last 3 years.
21,633 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:05/16/2023
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 am the owner of an Amazon.com store, AVP Express. My Amazon seller account was deactivated almost two years ago, and has remained inactive for nearly a year with no end in sight. 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.Instead, I merely receive the same automated message time after time, stating that my account has been deactivated in accordance with Section 3 of Amazons Business Solutions Agreement and that, 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. I truly dont know where to turn for help: I cannot access my account, ********************** isnt considering my appeals, and my money has been frozen for nearly a year. If I only knew the basis for Amazons decisions, I could take steps to cure any deficiencies and allay their concerns. Unfortunately, I remain almost totally in the dark and lacking any instructive guidance. Please investigate this situation and do whatever you can to push Amazon to fairly consider my appeal and release my funds. Thank you for your attention to this important matter. Feel free to contact me with any questions.Sincerely,***********************
Business Response
Date: 05/21/2023
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.
Customer Answer
Date: 05/26/2023

Complaint: 20064572

I am rejecting this response because:
My account has remained inactive for nearly a year with no end in sight. 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.
Instead, I merely receive the same automated message time after time, stating that my account has been deactivated in accordance with Section 3 of Amazons Business Solutions Agreement and that, 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 truly dont know where to turn for help: I cannot access my account, ********************** isnt considering my appeals, and my money has been frozen for nearly a year. If I only knew the basis for Amazons decisions, I could take steps to cure any deficiencies and allay their concerns. Unfortunately, I remain almost totally in the dark and lacking any instructive guidance.
Accordingly, I must ask the Better Business Bureau for its assistance in this matter. 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 appeals.

Sincerely,

***********************
Business Response
Date: 06/02/2023
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 June 2, 2023.
Thanks, Amazon.com Seller Performance
Customer Answer
Date: 06/09/2023

Complaint: 20064572

I am rejecting this response because:
As I had already mentioned in the previous text I have no way to provide proof of orders from my account as my store is completely gone, I can't log in to my marketplace, previously in other shipments that I had made I have proof of successful refunds that I made to several customers at their request, all this information can be found if you enter the platform and search order by order.
ORDERS RELATED WITH PLEASED CUSTOMERS AND SUCCESSFUL DELIVERY PROCESS:

Order ID: ******************* - ***** tracking number ************ - Product: ****** 16 Piece Stoneware Dinnerware Set, Turquoise.

Order ID: ******************* - ***** tracking number ************ - Product: Pokemon "First Starters" 4 Piece Twin Bed in a Bag Bedding Set- Comes with Comforter, Pillowcase.

Order ID: ******************* - ***** tracking number ************ - Product:   Pokemon "First Starters" 4 Piece Twin Bed in a Bag Bedding Set- Comes with Comforter, Pillowcase.

Order ID: ******************* - ***** tracking number ************ - Product:   TANGIERS TURQUOISE 16 PIECE DINNERWARE SET

Order ID: ******************* - ***** tracking number ************ - Product:   TANGIERS TURQUOISE 16 PIECE DINNERWARE SET

In the following link you will find the contract and the information that I have accepted along with my account, there you will find all the program and its requirements:
************************************************************************************************************************************************

As I have said before, Amazon removed my access to my marketplace account, when I login with my credentials the only thing I can see is the basic information of my store but I can no longer access the store, i ask you to please help me, this is not easy at all, I have been without my store for more than a year now and what is worse, without any reason for it, during all this time I have been sending appeals of my store by mail to the following email disbursement-******************************** and I always receive the same automatic responses, apparently they have a robot or something similar but they only do automatic responses, this is quite frustrating as I need to have my store with me again, I have my funds withheld and the account disappeared, as a seller and former member of the platform I am entitled to have my funds back or my store to reappear, this seems to me a serious fault of the Amazon platform, I recognize that I made mistakes but I am entitled to my money back, i am looking for you as a desperate measure for what is happening to me, it has been a long time and it is an injustice that I do not receive any answer about my store.

Sincerely,
***********************
Business Response
Date: 06/13/2023
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 13, 2023.

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

Complaint: 20064572

I am rejecting this response because:
The information that they tell me was sent to me on June 13, 2023 with the information that they ask me for my account to be reactivated was not really sent, and through my account I can not see these notifications, the platform does not let me ************ information. My account has remained inactive for nearly a year with no end in sight. 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.
Instead, I merely receive the same automated message time after time, stating that my account has been deactivated in accordance with Section 3 of Amazons Business Solutions Agreement and that, 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 truly dont know where to turn for help: I cannot access my account, ********************** isnt considering my appeals, and my money has been frozen for nearly a year. If I only knew the basis for Amazons decisions, I could take steps to cure any deficiencies and allay their concerns. Unfortunately, I remain almost totally in the dark and lacking any instructive guidance.
Accordingly, I must ask the Better Business Bureau for its assistance in this matter. 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 and release my funds.
Thank you for your attention to this important matter. Feel free to contact me with any questions.
Sincerely,

***********************
Business Response
Date: 06/15/2023
Hello,
We have reviewed your submission and are unable to reinstate your account at this time. Please see email communication sent on 6/15/2023.
Thanks
Amazon Seller Performance
Customer Answer
Date: 06/16/2023

Complaint: 20064572

I am rejecting this response because:
I am writing again by this means with the purpose of discussing with you this response, I have received the same answer from Amazon for many months, I have already sent all the information they have asked me and they never give me an answer or a concrete reason for my situation, I ask you to please help me and give me an answer, I have already waited a long time for my store to be reactivated and they have not told me anything, all the information I have provided can be verified in my account and with the files I have sent them.

Sincerely,
***********************
Initial Complaint
Date:05/16/2023
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 bought a pair of shoes on Amazon and when they arrived they were much smaller than the size I ordered so I sent them back and kept my *** tracking receipt for the return. It has been almost two months and still no refund. I was told on my third call a few weeks ago that I would get the refund on 5/6, however, that date came and went and yet another call to them today said the refund would be issued in 5-7 days. This is a lot of money and I do not have the shoes and have proven that they were received back to Amazon and at this point I have basically been scammed out of $65.
Business Response
Date: 05/18/2023
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 due to the delay in getting refund for the order #***-7289275-0680249.

Based on the order details we can see the refund of $73.45 is already processed back to your original payment method on Tuesday, May 16, 2023.

The refund takes 3-5 business days to get it reflected on your account.

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

Please feel free to contact ** 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
*****************************
Initial Complaint
Date:05/16/2023
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 am writing to express my deep concern about the issue I have encountered with my recent return request to Amazon. On February 4th, I purchased an **** laptop (order number #***-5480353-0287446) as a birthday gift for my 8-year-old daughter. However, upon turning it on, we noticed lines appearing on the screen, as if the device had been damaged.I requested a return and sent back the item to Amazon on February 28th. Despite more than 60 days having passed, my return has not been processed, and Amazon has been sending me automated responses, suggesting that I contact **** Yesterday, I called the carrier to clarify the situation, and they confirmed that my return was delivered to Amazon on Tuesday, February 28th, 2023.I kindly request your assistance in resolving this issue and ensuring the refund of my money for this unfortunate experience. I would like to emphasize that my daughter saved up for a long time to be able to purchase this laptop as she wanted to learn how to program Android applications. She is incredibly disappointed that the gift did not work and that she cannot continue her learning journey.I truly appreciate your attention to this matter and hope that we can resolve it satisfactorily as soon as possible. I believe it is necessary for BBB to intervene and help facilitate a fair resolution. Enclosed with this letter, please find copies of the relevant order details, return shipping confirmation, and any other supporting documentation.I look forward to a prompt response and a swift resolution to this matter.Thank you for your assistance.
Business Response
Date: 06/15/2023
Hello,

We have denied the customers request for a refund.

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
Customer Answer
Date: 06/18/2023

Complaint: 20064328

I am rejecting this response because:
I suffered a loss due to purchasing a defective item, which I returned to Amazon's warehouse. I demand a refund for the amount I paid for the item. The tracking number and *** confirmed that the item was delivered to Amazon's warehouse. It is widely known that Amazon employs many fraudsters from *****, especially in low-ranking positions at the warehouse. I am certain that my item was stolen, and I demand compensation.
Sincerely,

*********************
Initial Complaint
Date:05/16/2023
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
For starters I am a property manager that lives on site and works here. I ordered my package on May 11th and it was expected to arrive on May 12th. The Amazon drivers have been told and have strict instructions that they need to deliver to the packages to residents door because they continue to leave bins filled with packages that have caused the following and including myself 1. Packages get stolen 2. Residents including myself do not get a refund because of how frequently this is happening due to negligence of Amazon carriers 3. Time wasted for trying to resolve the issue because of the carriers. May 12th my package was marked as delivered and the Amazon driver took a picture and it was a picture of everyones packages which didnt help because it was blurry and you cant see the names. Luckily I live/work on-site and was able to get a notification and went to check, come to find out it was never delivered. The driver lost my order the first time, and the second time it was considered a risk loss. Meaning they wouldnt refund. I am needing more than my refund as this is my second time and both times the carrier have been an issue. I need this addressed and need to speak to higher up in Amazon. Ive wasted money, have been in distress, and this has been causing anxietys the items that have been ordered twice have been for my job, which also risked me from losing it because of uniform not being met because of carrier and Amazon neglect!
Business Response
Date: 05/18/2023
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 due to the service you received by the delivery agents. I'll make sure to take feedback on this and escalate to the concern team.

And also I request you to add the delivery instructions on the delivery address.

Regarding the order which you placed on Thursday, May 11, 2023, the refund of $37.08 is already processed back to your original payment method on Tuesday, May 16, 2023.

The refund takes 3-5 business days to get it reflected on your account.

Please feel free to contact ** 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
*****************************
Initial Complaint
Date:05/16/2023
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.
Hello! Dear BBB,I am writing to you regarding a review posted on the Amazon website regarding the product "Feminine Herbs Ready for Steaming Natural Herbs" (ASIN B07WRVKFFH). Link: *****************************************************************. This review is misleading and falsely tarnishes the reputation of our brand and product. Despite our efforts to request the removal of this review from Amazon, they have refused to acknowledge its violation of their review posting guidelines. I would like to explain the specific guidelines that this review violates:1) The review states: "My package came torn open with a scooper inside," which is completely false. This misinformation can harm our reputation and cause damage to our brand and product.We would like to address a customer's claim that our product was presented as used. Our partnership with Amazon ensures that our products are handled and delivered only new. Amazon warehouse workers have confirmed during the reconciliation process that our shipped products corresponded to the product description page. 2) As this product is not eligible for returns (please, see the attached), product processing and transportation are completely the responsibilities of Amazon when it comes to FBA.The buyer didn't get the product in appropriate condition due to Amazon issues and was not able to fully experience its benefits. According to Amazon Community *********** ********** content is meant to help customers learn about the product itself, not someone's individual experience ordering it.".We believe this review should be removed due to its violation of Amazon's guidelines for posting reviews. We kindly request your assistance in addressing this matter with Amazon to ensure the accuracy and fairness of customer reviews for our product.We appreciate your attention to this matter and look forward to your assistance in resolving this issue.Thank you for your time and consideration.Best regards,AprikaLife
Business Response
Date: 05/31/2023
Hello,
We appreciate that you took the time to contact us about the review titled " [ Already opened ?? ] " for the "[aprikalife Feminine Herbs ] "
We read the review and did not find that it qualifies for removal for violating our Community Guidelines (available here: ***********************************************). We encourage our customers to give their honest feedback, whether positive or negative, about the products sold on our site. Our Community Guidelines exist to cultivate a space where customers can share their opinions about the products they receive in a way that is relevant and helpful to other customers.
We appreciate your understanding.
Initial Complaint
Date:05/16/2023
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 Amazon account was closed,but I bought an Apple iPad worth 579 dollars, and now I need to print the invoice. So I need Amazon to temporarily open my account for 24 hours! That is enough so I could check my tracking number for my order and tax invoice for my order.I didn't do anything wrong and I don't know why my account was ***************************** account: ****************** Order number: order #***-5136629-0781065
Business Response
Date: 05/30/2023
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.
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 5/16.
Sincerely,
*********
Amazon.com
Customer Answer
Date: 05/30/2023

Complaint: 20063747

I am rejecting this response because:I have purchased the product, and now I need to log in the account again to print the invoice. I don't want to shop with this account anymore, but I just need to open this account on ********************** for half an hour.

Sincerely,

*********************************
Initial Complaint
Date:05/16/2023
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.
Hi,I ordered a new ******* 14w' laptop sold and shipped by Amazon for $112.58 on February 16th, 2023.I noticed its broken seal upon receiving it so sent some pictures.Amazon told me to return it.I needed a usable laptop right away and thought of ordering a new one as too much work,so asked them to check to see what the item's actual condition was (used, refurbished, etc)so that I could hopefully decide to use it and get some compensation thereof.But Amazon ignored my question.Having wasted a lot of time in vain on looking for another suitable laptop,I eventually opened the box and saw the contents for myself.Another blatantly broken seal (in the attached pictures) was in the box.As I turned on the laptop I noticed Windows setup was already completed and was already signed-in.There were even traces of the previous owner's personal apps, files and browsing history.With the time zone already set up, I could also guess his/her physical location.Furthemore Windows was installed on 4/26/2022 ( = timestamp of the past user's files), clearly indicating the laptop was used.With this I don't think Amazon can claim the item was damaged while in transit anymore.As I notified Amazon of this, they told me to return the item, undercutting me.At this point, my return window had been extended by a month for several reasons,but suddenly Amazon told me to return the item in 4 days, which was physically impossible as I was outside the US, which Amazon was already aware of all along.Upon my mentioning this they acknowledged this was a mistake on their part, but said I still had to return the item in the remaining 4 days, effectively prohibiting me from doing so.I suspect Amazon will not accept my return now, and I have given it to a friend anyways.So I'd like to get some store credit for this end.Everything considered, I consider $60 of store credit acceptable.I sincerely believe that I deserve to get such monetary compensation for this matter.Best regards.
Business Response
Date: 05/18/2023
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 have researched your complaint but wasn't able to find the Order# or the Account you asked about using the information provided.

For your account's protection, we're only able to respond when we can confirm the request is coming from the account holder through the email address on the account.

We would need you to write from the associated email of the account with the full order number and a detailed description of the issue for research.

You can look up your orders online through Your Account ***********************/your-account).

Note: Legal and privacy concerns limit the information we can release and to whom it can be released.

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: 05/22/2023

Complaint: 20063724

I am rejecting this response because:
The order number is # ***-9140033-7632263.
I also sent a copy of this message to *********************************************** from the associated email of my Amazon account, as instructed.
FWIW, In your email I received the case described was about work boots someone else ordered, so I'm not even sure whether you've been referring to my case or that other one all this time.
But let me stress this: I attached a full screenshot of the above order in my original request.
And I do remember that Amazon dealt with my past request with no issues when I also didn't explicitly type out the order number clearly visible in the attached screenshot.
So I take it that you really want to avoid this matter.
So I'll also be honest and tell you what I really think about this refund case:
Last time I said a partial refund may probably be appropriate.
but now I'm allowed to write once more for elaborating on this case;
I think it's only just for me to get a full refund:
1) The laptop itself and several included accessories are missing or damaged:
- The laptop had scratches and LOTS of stains on it.
- The manuals (in the pictures) are *very* ruffled; this goes to show that the owner was very careless, if not angry, dealing with the item.
- The keyboard cover cloth is also missing.
- Employees couldn't be bothered to factory reset the returned laptop and put the messy power adapter back into its plastic bag, which would have taken only half an hour.
One really can't stop wondering about to what extent this laptop may have been damaged and what other supplementary items are missing at this point.
At the end of the day you cannot really attribute any monetary value to it.

2) Amazon proactively prevented me from returning it, taking back their word as to the return window extension and forcing me to return it in 4 days which was physically not possible for someone located outside ******.
You also didn't give me an alternative option to get a partial refund, etc. all along.

What matters most here is Windows was installed around a year ago and I know the exact date: while you may be relucatant to expressly admit to it, both you and I know that the specific date in the laptop's screen is the time when the previous owner ordered this laptop and returned it.

So I'm requesting a full refund for this order.

Sincerely,

Arom Koh
Business Response
Date: 05/24/2023
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.

Thanks for sharing requested information, upon reviewing the order #***-9140033-7632263 for the return.

We can see the item is not received at fulfillment center. Without returning the item at fulfillment we don't have option to process the refund.

If the item is with the *** I request you to contact the carrier to get it update as the refund will be processed automatically.

Please feel free to contact ** 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: 05/31/2023

Complaint: 20063724

I am rejecting this response because:

I read the response from Amazon, and I'm afraid to say that they're not addressing this issue in a genuine manner.

Saying that returning the item is still mandatory is quite a manipulative statement, to put it charitably.

Because Amazon effectively declined my returning the item, as I already explained in my previous message:

Amazon explicitly refused to accept my return at some point, by dictating that I return the item in a physically impossible time frame, denying my previous return window extension.
(See attachments chat.png ~ chat3.png in chat.zip)

In my order page this order nominally shows up as 'Return started'.
(See attachment Order_Details_14W, *** A6-9220C, 14 FHD.png)

But as can be seen in the screenshot of another order of mine, an order dating back to 2 years ago still shows up as 'return requested',
(See attachment Order_Details_LG_G3.png)

For the record, I settled the issue with this latter order 2 years ago with Amazon by being issued store credit amounting to the price of the cell phone.

In such a case a refund or store credit has been agreed upon and issued without the customer having to return the item, but the order still is in 'return started' as Amazon doesn't explicitly update its return status.

As to why I haven't canceled the return process myself in my order page, what with Amazon not looking very serious about this matter, I wanted to avoid unnecessarily introducing a possible case in which Amazon conveniently will argue that my canceling the return process justifies not accepting my return and not issuing a refund altogether.

I'd like to clarify that Amazon is entirely liable for inducing this dispute in the first place:

I believe there is no arguing with this, as I ordered a brand new item sold and shipped by Amazon and they sent me an item which was used last year.
(See attachments used_laptop_screen_1.jpg ~ used_laptop_screen_4.jpg in used_laptop_screen.zip)

Amazon already inflicted serious damage on my resources,

most notably I lost an unbelievable amount of time due to Amazon's negligence and insincerity on this matter.

Now, seeing as how Amazon already took back its word on my return window extension of this case which is a real bad precedent,

I definitely don't want to waste yet more of my time on this adventurous return process, as Amazon will be the sole party to judge its validity.

Nowadays Amazon not accepting a returned item claiming its being damaged while in transit is very common place.

In this particular case,

I said some accessories were missing in my previous message but Amazon is avoiding commenting on that, so I'm not even sure if Amazon will claim I'm the one who took them out if I could return the item.

Considering everything which happened in this case up till now,

this naturally comes across as a bad but objective premonition: in an extreme but very plausible scenario, I will lose more time and return shipping yet not get a refund.

Actually Amazon didn't even confirm or dismiss their mistake of sending me a used item.

Amazon being a rather big enterprise, they must surely keep track of their inventory of only 1 year ago.

So I really have a hard time understanding why they still haven't clearly stated their view upon this used item.

To summarize my points:

1) I'm not returning the item, as Amazon already refused that form of settlement once so do not want to waste my resources doubly on this, and can't trust them anymore as regards their being faithful with this return process.

Also I have personally never heard of them making an exception for returning an item this late, so I really consider their request a figure of speech to avoid and procrastinate upon this matter.

2) I deem this laptop an indisputably used item, and attached screenshots for that end.
(See attachments used_laptop_screen_1.jpg ~ used_laptop_screen_4.jpg in used_laptop_screen.zip)

Even as a used item, the state is quite bad, as I described in my previous message, and some accessories seem to be missing.
I'm not planning to return this item now and cannot do so: I already gave it to my acquaintance, as the return was refused for good.

Hence I'm asking for a full refund for this end.

So please clarify your opinion as to whether you've sent me a used item.

And you may issue me a refund.

Last but not least,

I am still receiving emails from Amazon with the description of another person's case who ordered work boots attached to these emails.
(See attachment workboots.png)
I think this goes to show very well that Amazon is not taking this matter seriously at all.

Sincerely,

********
Initial Complaint
Date:05/16/2023
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
For order number 114-1277351-5678612, we used the amazon shipping service. The package so far it is lost. ***** did not receive it and we did not receive it back. Based on the tracking number, it is lost since 5/7/23. Amazon should cover the lost by shipping company because we used amazons shipping service. Please forward this to your ** claim team to appeal this ** claim which you should not rule against ** in the first place.
Business Response
Date: 05/18/2023

Hello,

We have reviewed the issue filed for the Order 114-1277351-5678612 and noticed that the Seller was debited for the Claim amount.

We have issued a credit to the Seller with the proceeds amount on 5/18. Furthermore, this order will not impact Seller's ODR and performance metrics.
In summary, Seller has been issued a credit for the concerned order.
Sincerely,
Initial Complaint
Date:05/16/2023
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.
Please help me figure out how I violated the *** Lost and Damaged Inventory Reimbursement Policy so I can properly investigate the matter and create an effective plan of action. That is all I am asking of Amazon.I have never filed a Lost or Damaged Reimbursement Claim with Amazon so this whole matter is very confusing. After carefully reviewing the *** Lost and Damaged Inventory Reimbursement Policy, I thought it might be related to the high number of returns my account has had but *********************** replies to those appeals did not provide any helpful information.I have spent weeks trying to figure this out while my business suffers. I use Amasons *** to fulfill orders for sales on other platforms, so the loss of this account has basically closed my business completely. Amazons agent told me it was because I sent the wrong items in a shipment but there is nothing about that in the shipment details.Please help me determine what I did to cause this.
Business Response
Date: 06/01/2023
Hello,We reviewed the information you provided and completed the review of your account. We have decided not to reactivate your account due to violations of our FBA Lost and Damaged Inventory Reimbursement policy. Funds will remain blocked and you may appeal for funds after 90 days by writing to ************************************************* more information, you can review our "FBA Lost and Damaged Inventory Reimbursement" policy:**************************************************************** We may not respond to further emails regarding the status of your account.
Initial Complaint
Date:05/16/2023
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.
I started an online store with amazon last year ordering inventory from ***** and the store opened in April 2022 with lots of hope and excitements.Amazon had some benefits offered to newly opened store on its website like less storage fees, free advertisement etc. which never happened .I spent on advertisement based on falls promises of Amazon team for months ending up losing lots of money with very small number of sales , in short lots of money went out ( Amazon charged me over $3500 including taking money from sold products) paid me in total about $100.In December 2022 I placed a removal order for liquidation on amazon for which I have several email confirming it, and based on their own website policy on removal order they stop charging storage fees and other charges and it will take maximum 90 days to liquidate my products. But Amazon not only did not stop until today charging me normal and aged inventory fees and my products are still on their website and selling small quantities that are used to cover their unlawful charges.I blocked my business LLC account to which they have access to withdraw but they used my personal credit card and charged me twice $165 storage fees and I do not know what else because they never explain exactly what the charges are, it only says "other" on the seller account app.Their customer service personal I called many many times are all based in foreign countries with people who do not understand our problems and always with accents that makes communications very difficult and at the end they create a case followed by an email that is always vague and claim the case is resolved.In brief the high hope I had as a women creating small business turned into a nightmare that has caused high amount of stress for me and my family life.I wanted to ask you for help to stop Amazon abuses on me and my business and other sellers like me who are in the same situation, to bring awareness to this dishonest business practice that amazon has.
Business Response
Date: 05/17/2023
Greetings from Amazon,

Regarding the advertising experience, refund for services rendered is unlikely even through it wasn't up to the expectations that she was hoping for. The seller will have to prove that the discounts on advertising were not given and open an investigation with our Advertising team for them to review and make the determination if a refund for the fees associated with the ads is acceptable. The seller can reach out to our Ads team through the link below:
*******************************************

Regarding the liquidations, liquidations are done through sales and a proceed is returned to the seller. Amazon has to find buyers for the products and this is done for a specific amount of time, 90 days. Whatever units are left over the seller will need to either sell through or remove. This is outlined in the Terms and Conditions of Liquidations:
********************************************************************************

The seller will have to reach out to Seller Support and ask about the status of their liquidations removal or the seller can look at the orders by logging into their Seller Central account going to Reports, then fulfillment, scroll down on the left side of screen to "Removal Order Detail" click on that. In the report the Seller will want to change the Event Dates to "365 days" and then click "Generate Report". This will display all removal orders for the last year. There they will see all removals and their statuses.

Regarding the reimbursement of storage fees, This again is a service that has been rendered but if the seller can prove that their items should not have been in storage they can provide this evidence to Seller Support and they will make a request for reimbursement. Our Inventory Planning teams will review this evidence and take the needed action based on the information.

Lastly the mobile app and issues with accents when calling ************************** mobile app is a newer platform that we are working hard to optimize but does have it's limitation. We ask that if the seller is having concerns with the app to provide feedback through the application. It's always best to manage a selling account through the Seller Central website on a computer.

Now for the sellers experience when calling Seller Support. We apologize that it's been difficult to understand some of our agents. We have agents in many different countries that help to support ****** marketplace as we have a 24/7/365 coverage of the marketplace. This requires many different people from around the world to help provide this service. If calling in and understanding our agents is a hindrance to their business we also offer chat and email support to help address concerns.
Customer Answer
Date: 05/18/2023

Complaint: 20063602

I am rejecting this response because:
I attached all the payments chart statements after the placing of removal order on December 22/2022, as it can be seen Amazon charged me unexplained amounts on the column expenses, always way more than pay out, leaving me mostly on the negative owing them money. As I mentioned in my original complaint that amazon was not supposed to charge anymore subscription fees nor storage fees based on their removal order policy and based on what they told on the phone .The chart is self explanatory the column of expenses are higher than the one on sales and why they use the term "other" and every time I called their agents they were unable to give any explanation. About proving the promotion were applied it is rather Amazon that should prove they did, how can I prove something that I have not received? Also why Amazon that has only permission to use my business credit card that I provided them, upon facing blocked account they go and charge my personal credit card? What is the purpose of me creating an LLC? Amazon is charging subscription fees, storage fees, holiday storage fees were tripled, charges made under "other", even the liquidation which is less than 1/10th of product price they take 25% at least. They have a ruthless way of doing business using small business owners recourses, energy, sweat. I hope by publishing complaints of people's experience with Amazon like me can bring awareness to new sellers wanting to start to rethink the Amazon FBA.
Sincerely

***********************************
Business Response
Date: 05/20/2023
Hello from Amazon.com,

I understand the Selling Partner would like to cease receiving fees on their seller accounts, and to understand what "Other" is on the transaction report.

The storage fees will be charged monthly as long as the Selling Partner has inventory at the Fulfillment Centers. As of right now, the Selling Partner has 76 units at the Fulfillment Centers.

Monthly inventory storage fees
**********************************************************************

I suggest that the Selling Partner create removal orders and monitor the orders for any cancelled units. If a unit if shown as "cancelled" on a liquidation or removal order, the unit remains in the Selling Partner inventory.

Remove inventory
**********************************************************************

The Professional Subscription fee is $39.99 and is charged monthly. The Selling Partner can downgrade to the Individual Plan at any time by following the steps below:
1. Go to Settings > Account Info
2. On the left side, look for "Your Services" and click "Manage"
3. Click "Downgrade"

Switch to an Individual selling plan
**********************************************************************

Regarding the transaction with the term "Other", I would suggest that the Selling Partner provide the following to investigate:
- Date of the transaction as shown on the Transaction Report page
Customer Answer
Date: 05/25/2023

Complaint: 20063602

I am rejecting this response because:
amazon team keeps responding without answering real questions.
1- I copied an email here at the starting this complaint dated 12/24/2022 from Amazon confirming that they activated the removal order (liquidation) for 390 items from 450 total, in this same email they say 60 of them are in temporary places that are not accessible yet, meaning they are not online for sale.
2- I copied another email here from Amazon dated 14/01/2023 one paragraph here again, it says ( Also in uploaded docs)
" By liquidating inventory, you recover a portion of your inventory cost (net recovery value) while avoiding monthly storage fees and aged-inventory surcharges, formerly known as long-term storage fees. The net recovery value should appear in your account within 60 days, and no later than 90 days, after your
liquidation order is submitted." ( It's been ****************************** both fees)
They are still charging me Monthly fees and aged inventory ( Forcefully keeping my inventory and selling them full price even after I placed the liquidation order.
In their latest response claiming I still have 75 units in their fulfilment center, whereas in their own email dated 12/24/22 after removing 390, they say 60 are in temporary places ( not even on shelves available for sale, but they are still selling) But the number of items on FBA aren't going down .1- How is it that after selling so many in FBA online and in liquidations since December ( 150 days ) they claim I have 75 in FBA centers?
3- Why are they still selling my items, also uploaded a sale that happened just yesterday ) 5/24/23 saying sold item shipped. Yet on the amazon App I am negative $57, after Product charges (Sold) $211 from the sale, then $57 Amazon fees + $206 "Other" = - $ 57
I uploaded one of three payment page on my Amazon App but unfortunately no more uploading was possible, so i explained the number here myself from that page in brief.
I have provided plenty of documents to prove my complaint about Amazon dishonest ways of doing business, yet as their tactic, as I understand it now, they respond politely to save the face but no real intelligent proof based response , and they are paid to do that . But I invite BBB do their own conclusion about this case after looking at all my uploaded documents emails from Amazon itself and all the contradiction there and make a just and fair evaluation . I do believe with all my heart that justice will always prevail at the right time .

Amazon
Sincerely,

***********************************
Customer Answer
Date: 05/30/2023
Thanks for following up with my complaint.
The process of removal was not clear from the beginning, as I explained it was confirmed first when I request it, to find out later that they used the term "cancelled " to mean some of my products are somewhere not being able to be removed. And this has been going on for almost 6 months, the number kept changing so I stopped going to create new removal orders.
I just did one more for the last 73 remaining items and uploaded the confirmation screenshots.
Thank you again for taking the time to look into this complaint as it may be many more sellers issues who may or may not reach out to you, so hopefully make Amazon change their way of doing business .
Business Response
Date: 06/02/2023
Hello from Amazon.com,

Thank you for reaching out again regarding the inventory issue with ASIN B09L5CZ41B.

As previously mentioned, unsold units from liquidation removal orders will be placed back into the seller's sellable inventory and regular FBA fees will be charged.

Section 4 of our FBA Liquidations program terms and conditions (**********************************************************************)states that whenever you submit a Liquidations removal order, "Amazon will attempt to arrange a buyer for the Eligible Items that you submit for liquidation within 30 days of your submission (the "Liquidation Facilitation Period"). If Amazon is able to find a buyer for your Eligible Items within the Liquidation Facilitation Period, we will transfer the amount that buyer pays for these items to your seller account within 60 days after we receive the buyer's payment. If Amazon is unable to find a buyer for your Eligible Items within the Liquidation Facilitation Period, we will return them to your inventory and you may elect to have ** dispose of them on your behalf for a fee or return them to you for a fee. "

In the seller's case, while they submitted liquidation removal orders for a total of 419 units successfully (order IDs ********* and 2301086S8), we did not find a buyer for 55 of those units within the Liquidation Facilitation Period. As per our policies, any unsold units will start accruing regular storage fees and will be placed back into the seller's inventory. Therefore, it is the seller's responsibility to create a disposal or removal order for any cancelled units if they do not wish to continue selling the product and to stop accruing additional storage fees.

This information can also be found in section 6 of the above mentioned program terms and conditions:
"If we are unable to find a buyer for these items within the Liquidation Facilitation Period, we will return them to your inventory and monthly and long-term storage fees will continue to accrue for these items until they are disposed of or you remove them from our fulfillment center."

Because no removal order following the unsuccessful liquidation of some units was created by the seller, the units were placed back into their inventory and have been available for sale.

Regarding the units that were not available for liquidation in their first liquidation order submitted on December 23, 2022, the seller requested an investigation to check those 65 units. In case ID *********** they were advised that the units were temporarily stored in a location that made the units unavailable for removal, however, they should check back after 2 weeks.

On January 7, 2023, the seller created a second liquidation order for a total of 29 units of which 1 unit was not sold. The seller did not inquire again about the remaining inventory or attempted to create a new removal order until April 20, 2023.

The newest liquidation order, ID **********, for 73 units was submitted on May 30, 2023 and is currently pending. Please mind that while this inventory is not accruing any storage fees at this time, in case Amazon does not find a buyer within 30 days for all units, the remaining units will be placed back into the seller's inventory and start accruing fees again. Therefore, we recommend closely monitoring the order and act accordingly after the Liquidation Facilitation Period:
**********************************************************************************************:[%22%22,%22%22,%22%22],%22pageOffset%22:1,%22searchDays%22:365%7D

While we understand that this has not been the Amazon experience the seller had anticipated when signing up, in existing Seller Support cases the seller was made aware of our policies. FBA fees and all fees the seller has been charged were according to policy and Amazon Services Business Solutions Agreement (******************************************************)and we are unable to reimburse the seller.

As previously mentioned, we also recommend the seller to downgrade their account to the individual selling plan in order to avoid the monthly subscription fee. They can do so by following the steps below:

1. Go to Settings > Account Info
2. On the left side, look for "Your Services" and click "Manage"
3. Click "Downgrade"

Switch to an Individual selling plan
**********************************************************************

Regards,
Amazon.com
Customer Answer
Date: 06/08/2023

Complaint: 20063602

I am rejecting this response because:
I uploaded my most recent amazon payment page on my APP for you to see that there is so much contradictions in their part, that takes a whole lawyer firm to counter this giant corporate .
As you can see I put a removal order for the remaining items on may 30th, and based on their claim there should not be any more charges for 30 days, you can see my screen shot of my account today June ********* are continuing with the charges.
This is the last follow up as I do not have time , energy and resources to counter these well trained corporate deceitful people.
I hope someone to their level will stand up to them and bring justice.
And I hope BBB investigate further this complaint as I believe you have similar complaints, and there must be many more out there than do not take the time to complain, as it is obvious that their policies and business practices are very unfair and abusive.
I thank you BBB for taking the time following up, and I leave the rest in God's hand.

Sincerely,

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

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