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

59,380 total complaints in the last 3 years.
21,815 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:11/11/2022
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 asking for this information to be sent to a supervisor/someone in leadership for proper response. NO entry level cs agents! No more emails about refunds being 'stuck'...I want the confirmation of the refunds PLEASE. I have been contacting you for MONTHS now. If you are refusing to help and I need to allocate time to track down and elevate this to a corporate level tier for response. The time that has now gone on while I have repeatedly followed up for resolution is not acceptable. Form reply emails that prove there is no understanding of the issue are not acceptable. Hello I am writing regarding the return order below, they still have not been refunded in total: Order# ***-3179709-2275437 return tracking: 1z6e55409035625766 Missing difference due refunded: $1,548.50 probably about 80% of my emails related to this matter are responded to with ai bots that don't have applicable information or 'off ************* who don't understand the nuance of the situation and claim to 'assist with the same resources' but fail over and over and over and over to understand or demonstrate they have a way forward. They will also redirect me to phone, which at this point, I am glad I have a clearly defined paper trail in emails to demonstrate the continued negligence on this matter. Facts of importance: Amazon delivered this bulk order in a tropical storm,& had to be returned due to extensive damage beyond recovery Return dropped over, ticket was received, showing dates and weight of units Delivered to a warehouse as listed on the Amazon-provided return label in September of 2021 A refund has been processed now 10+ times, but keeps being 'stuck' and needing to be redone. A billing agent asked for a mailing address for a paper check, email was responded to, but nothing has been heard from that agent since. Continued efforts to connect with the executive customer service leadership have been ignored Refund or replaced product is due. You cannot keep order AND payment. cc: AG for WA
Business Response
Date: 01/19/2023
Hello,
I'm very sorry to hear about the frustrating experience that you've had. I can certainly understand your request and if I was in your position, I would attempt to do everything I could to regain that money back as well.

I've engaged our internal team to find out the delay in refunding your order. While I know you've been very patient with us, I'm going to need some time while we take a good look at what's going on with this delay.

Once I receive this information, I'll be able to take a look and get back with you as soon as possible.
Customer Answer
Date: 01/19/2023

Complaint: 18392171

I am rejecting this response because:hi- this has been MONTHS in your hands now. You did not even sign this or give your phone information or send me a private email with more information. You need to get a proper response to both of these complaints, or I am going to have to look into legal for this and ask for three times (full statutory) compensation. I literally have almost two THOUSAND (not hundred) emails back and forth with you and your hundreds of responding reps...many of whom did not know what to do about refunds being 'stuck' and sending it to another person to deal with who also did not know what to do. I want a deadline date for when you will get these orders returned to me.

Sincerely,

Harmonyville Avenues
Customer Answer
Date: 03/02/2023
00HI there, case number is ******** is sent to their american contact center...this is a separate po box for a human response from someone in this corporate division. I got the address from their corp call center in ******* and was instructed to use it. I have not had a reply back from this address to date...and the BBB portal is saying this is invalide and already addressed. It has not been from this address. Please send it to them for response. Thank you

Sent from Harmonyville Avenues (***********************)

Business Response
Date: 03/27/2023
Hello,

We have granted the customers request for a refund.

We sent an email to the customer through their registered email address on 27-Mar-2023. This email confirms that the refund has been issued for the order: 114-3179709-2275437.

Sincerely,

Amazon.com
Customer Answer
Date: 05/30/2023
Hi there, I am going to streamline this; You previously sent me this message: From the Business on Monday, March 27, 2023 Hello, We have granted the customers request for a refund. We sent an email to the customer through their registered email address on 27-Mar-2023. This email confirms that the refund has been issued for the order: 114-3179709-2275437. Sincerely, Amazon.com As of 5/30/2023 no such refund has been received. I have since made roughly 30 email requests for contact on this issue...and keep getting your underresourced overseas rep ********* who don't understand what to do and keep redirecting me to reply to the email you sent that is not being replied to and telling me to wait ***** hours. Since two months is greater than three days..you can see how this communication is failing. I am asking for your trace ID number on the refund for 1,548.50$USD. My bank will not be able to find where you sent this to without this number for their internal departments. As of date of this complaint, if you did in fact refund this as stated, it was not refunded to me.

Business Response
Date: 06/12/2023
Hello,

We have granted the customers request for a refund.

We sent an email to the customer through their registered email address on 12 June, 2023. This email confirms that the refund will be issued to the original payment method.

Sincerely,

*****
Amazon.com
Customer Answer
Date: 06/14/2023

Complaint: 18392171

I am rejecting this response because: I am sorry we are still not communicating effectively here. I am asking for the **** TRACE ID NUMBER. This is a serial number banks use to communicate to each other and ID transactions. As stated, I have not received said refund...for the bank to find where it went, I will need that number. This should be an easy request to get from your finance dept. If you still do not understand or cannot supply this information, I will file another complaint to ask another rep for the same thing in hopes there will be better understanding as to what I am asking for and them to take the appropriate action to resolve.

Sincerely,

Harmonyville Avenues
Business Response
Date: 06/21/2023
Hello,

We have granted the customers request for a refund.

We sent an email to the customer through their registered email address on 12 June, 2023. This email confirms that the refund will be issued to the original payment method.

Sincerely,

*****
Amazon.com
Customer Answer
Date: 06/27/2023

Complaint: 18392171

I am rejecting this response because: WHAT IS THE ***** ID NUMBER FOR THE **** TO LOCATE THIS ALLEGED REFUND?!?!?!?!?! THIS IS NOT AN UNUSUAL REQUEST. WHAT IS THE ***** ID NUMBER TO LOCATE WHERE YOU SENT FUNDS TO, BECAUSE THEY HAVE YET TO ARRIVE TO ANY OF MY ACCOUNTS. Please let me know if you do not understand this (five times) repeated request for information.

Sincerely,

Harmonyville Avenues
Business Response
Date: 08/07/2023
Hello,

We have reviewed the customers buyer account.

We have replied to the customer via email. We sent this mail to their registered email address on 7th August 2023.

Sincerely,

********
Amazon.com
Customer Answer
Date: 08/17/2023
Hi there,

The 'email' they sent to me was the copy and pasted message here about sending me an email. There was no different or new information in it. I still have yet to receive the trace id information asked for to contact the bank with. Did they send it toyou by mistake?
Business Response
Date: 09/14/2023
Hello,

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

I'm sorry for the trouble you had with the order.

I've checked and see that the refund for the order was denied by the bank when tried on Friday, August 25, 2023.

I would like to know if you wish to get a check or a gift card for the amount so that I can proceed with the same.

We look forward to see you soon.

Regards,
Praveen M
Amazon.com.
*****************************
Customer Answer
Date: 09/21/2023
Yes, a check will be fine. Please tell me how/who/when to reach out to the appropriate person to get this from you reliably.
Customer Answer
Date: 09/23/2023
HI there...BBB, can you tell me what the POBox address was used in this complaint please?

Thank you!
Business Response
Date: 10/15/2023
Hello,

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

I'm sorry for the trouble you had with the order.

I've checked and see that our concerned department sent you an email on Wednesday, October 11, 2023 with options to help you with the refund.

I would request you to please reply to the email so that they can help you further.

We look forward to see you soon.

Regards,
Praveen M
Amazon.com.
*****************************
Customer Answer
Date: 10/24/2023
Hi there, I have your response, however since our last communication, it has come to my attention this may have not been sent to ***************** address/area of the company your corporate headquarters asked me to use for contact in the complaint. I am currently working with ********************* at BBB to get a better idea on how to direct this complaint accordingly. Thank you.
Customer Answer
Date: 01/23/2024
Yes. This is my reply confirming I still have not received the resolution outlined, and I am still awaiting their response.

Business Response
Date: 01/24/2024
Hello Harmonyville,

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

I'm sorry for the trouble you had with the order.

I've checked and see that you have not responded to the email sent by the customer service department regarding the choice. We are unsure on how to proceed in this case. We can issue a refund by:

1. Check (up to 10 weeks

2. Gift card to your Amazon.com account (2-3 hours)

3. EFT direct deposit. - Touchstone (3-5 Business days)

Please reply to this email with your preference. If you would like a check please provide the following information so we can mail your check

1. Payee name:
2. Shipping address (no PO boxes)

We look forward to see you soon.

Regards,
Praveen M
Amazon.com.
*****************************
Customer Answer
Date: 01/26/2024

Complaint: 18392171

I am rejecting this response because: What is 3. EFT direct deposit. - Touchstone (3-5 Business days)?

Sincerely,

Harmonyville Avenues
Customer Answer
Date: 02/05/2024
Hello,
I AM STILL FOLLOWING UP ON THIS. My last message was seeking an answer to this: What is 3. EFT direct deposit. - Touchstone (3-5 Business days)?

Could you PLEASE answer this question?! Thank you.
Business Response
Date: 02/07/2024
Hello,

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

I'm sorry for the delay in responding.

EFT refund is direct credit of the amount to your bank account.

If you are okay with the option, I will inform the concerned team so that they can help you further.

We look forward to see you soon.

Regards,
Praveen M
Amazon.com.
*****************************
Customer Answer
Date: 02/08/2024

Complaint: 18392171

I am rejecting this response because: The 'Concern Team' is the exact reason we are still debating this STILL. Yes, please send through this thread how to initiate that process, so have the 'Concern Team' participate with the complaint in getting the information they need towards the resolution. Thank you for response.

Sincerely,

Harmonyville Avenues
Business Response
Date: 02/18/2024
Hello,

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

I'm sorry for the trouble you had with the order.

I've checked and see that our billing team sent you an email where you need to update your account details so that funds can be directly credited.

I hope you will follow the same so that the issue would be resolved.

We look forward to see you soon.

Regards,
Praveen M
Amazon.com.
*****************************
Initial Complaint
Date:11/11/2022
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have been an Amazon Seller Central Seller for over 3 years. Recently, Amazon.com decided to suspend my sellers account and after trying to appeal it multiple times already (by providing proof of supply chain and purchase orders), Amazon refuses to release over $6000 in funds owed to me. These funds are from customers that placed orders in my store and received 100% exactly as they ordered in the agreed-upon shipping timeframe. Amazon said they would release these funds after 90 days and it has been over 6 months now. Over double that time frame. They refuse to release my legitimate funds. In fact, I cant even log into my account because they've totally locked it and prevented me from logging in! This is fraud and a hostile withholding of capital from me. Amazon needs to release my funds ASAP!
Business Response
Date: 11/19/2022
Hello,

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

Regards,
Amazon
Customer Answer
Date: 11/20/2022

Complaint: 18391824

I am rejecting this response because:

Complaint: 18391824

I am rejecting this response because:

Amazon is claiming my account was used for fraudulent or deceptive purchases even though Ive maintained a 100% green and clear record of sales over 3+ years. You dont divulge details on your claims and to make things worse, you say youre not going to release funds and are abstaining from further communications.

If this isnt the definition of fraud on behalf of Amazon, I dont know what is. How easy it must be to claim your sellers are doing things wrong and then confiscate all of their funds

It sounds like the only criminals here are amazon themselves. I wonder how many millions/billions of dollars worth of funds they simply claim were illegally attained and then confiscate. This is ridiculous. The BBB certainly needs to investigate this.

I request amazon send solid detailed proof of fraudulent or illegal activity on my account or release the money YOU OWE ME for all the business I brought you in the first place. zero customer complaints, zero negative feedback, zero claims. Why are you illegally confiscating my money?!?!

I need a solution ASAP or this will be escalated.

Sincerely,

************************;
Business Response
Date: 12/03/2022
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 2022-11-20.

Regards,
Amazon
Customer Answer
Date: 12/05/2022

Complaint: 18391824

I am rejecting this response because:
It doesnt fulfill Amazons legal responsibility to withhold customer funds without a proper reasonint behind it. How is it possible that you can simply close an Amazon account and WITHHOLD hundreds of thousands, even MILLIONS of dollars because your internal investigation seems it okay.
this is fraud on Amazons behalf. There is no way Im accepting a zero-evidence claim to withholding thousands of my hard earned funds.
I expect a solid answer filled with hard evidence on behalf of Amazon.

Sincerely,

*************************
Business Response
Date: 12/13/2022
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 2022-11-20.
Customer Answer
Date: 12/13/2022

Complaint: 18391824

I am rejecting this response because I am being sent the same auto-response that explains absolutely nothing. Amazon is literally stealing my money without legal discourse and this shouldnt be allowed. I can only imagine how many billions of dollars they steal from other sellers with this ban without reason practice. I need real answers and insight into WHY my money is being held!

Sincerely,

*************************
Business Response
Date: 12/19/2022
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 2022-11-20.

Regards,
Amazon
Business Response
Date: 01/05/2023
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 the information that they have provided, we cannot reverse the decision.

The seller has received appropriate communication by email on 2022-11-20.

Regards,
Amazon
Business Response
Date: 01/25/2023
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 2022-11-20.
Customer Answer
Date: 01/25/2023

Complaint: 18391824

I am rejecting this response because:
My seller central account isnt even accessible. I cant even log in. Thats how deceptive and fraudulent amazon is behaving in my situation. At the very least reinstate my seller central access so I can log into my account and see the status of my case. You not only banned me, but seemingly DELETED my seller account with over $6000 in funds behind held. I can provide identity verification and whatever else Amazon needs to process my funds disbursements but I need access to my seller central account under this email ASAP!!!

Sincerely,

*************************
Business Response
Date: 02/03/2023
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 2022-11-20.
Business Response
Date: 02/11/2023
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 2022-11-20.
Customer Answer
Date: 02/11/2023

Complaint: 18391824

I am rejecting this response because:
I need Amazon to reactivate my account. Im not asking for a reinstatement, I just need to be able to login to my profile. They keep giving me the same automatic response on these BBB complaints. I will need to escalate this.

Sincerely,

*************************
Business Response
Date: 02/18/2023
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 seller account on our site. We took this action because an investigation of their account indicated that the customers seller 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 18 Feb 2023.

Sincerely,

**********
Amazon.com
Customer Answer
Date: 02/22/2023

Complaint: 18391824

I am rejecting this response because:

I have NEVER received any information request from Amazon.

I would love the opportunity to sort out this situation without Amazon immediately banning my account and removing my online access.

Send me the information request you need to address the concerns with my account. As of right now, I have no way to contact Amazon, get help or request the information they "supposedly" asked from me. I am being misled and scammed by Amazon.
Please send me the information you request and not some canned automatic response, and I will gladly provide that information to you so we can get my funds disbursed.

Sincerely,

*************************
Business Response
Date: 03/30/2023
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 2023-03-30.

Regards,
Amazon
Business Response
Date: 04/14/2023
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 2022-11-20.

Merchant Credit Team Amazon.com
Business Response
Date: 04/20/2023
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 11/20/2022.
Business Response
Date: 04/23/2023
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 2022/11/20.
Merchant Credit Team Amazon.com
Business Response
Date: 04/26/2023
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 2023/20/11.
Merchant Credit Team Amazon.com

Business Response
Date: 04/28/2023
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 11/20/2022.
Sincerely,
Merchant Credit Team
Business Response
Date: 05/01/2023
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 11/20/2022.
Sincerely,
Merchant Credit Team
Business Response
Date: 05/01/2023
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 2022-11-20.
Merchant Credit Team Amazon.com

Business Response
Date: 05/02/2023
Hi,

Thank You for reaching out to FDAP escalation. In order for FDAP to take a decision, Seller has go through virtual identity verification. Post which investigation will be conducted on the seller account and decision will be taken on the seller's fund.

Regards,
Amazon

Customer Answer
Date: 05/02/2023

Complaint: 18391824

I am rejecting this response because:
I understand you need to conduct an identity verification call on Amazons behalf and I am 100% open to it. Please send me the link to schedule said verification call via email and I will accept your BBB resolution response.
Thank you for giving me the opportunity to solve this issue.

Sincerely,

*************************
Business Response
Date: 05/04/2023
Hello,

Before we disburse funds in your account, we need to verify information related to your identity and the authenticity of your supply chain.

How do I validate my identity?
In order to verify your identity and supply chain, we need to complete virtual identity verification over a video call. To reserve a time slot for the interview, please fill out the form below:

https://au1.qualtrics.com/jfe/form/SV_aWNpLKyrJLyn1oq

After we receive your response on this form, we will invite you for the interview on one of your preferred time slots.

What happens if I do not sign-up for virtual identity verification?
Funds will not be disbursed from your account until you complete this identify verification process.

We’re here to help
If you have questions about this policy or the information requested above, please contact [email protected].

Thank you.
-Amazon
Customer Answer
Date: 05/04/2023

Complaint: 18391824

I am rejecting this response because:
Amazon has removed all of my pending funds from my seller central account. Almost $7000 have disappeared for no apparent reason. Are these funds being held somewhere I can claim them? I have submitted my video interview request. I am yet to hear back from Amazon.

Sincerely,

Andres Ocampo
Business Response
Date: 05/09/2023
Hello,

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

Regards,
Amazon
Business Response
Date: 05/12/2023
Hello,

We have reviewed this seller's account, to complete the review we need more info.

We have requested the necessary information from the seller via email on 05/04/2023.
Thank you,
Amazon.com
Customer Answer
Date: 05/16/2023

Complaint: 18391824

I am rejecting this response because:
I have submitted my application for the verification call. I will reject this BBB response until I have that call which can happen in the next 1-4 weeks. I want to verify the call happens before closing this case with the BBB and risking my call not happening.

Sincerely,

Andres Ocampo
Business Response
Date: 05/22/2023
Hello,

We have reviewed this seller's account and we require more information to complete our review.

We have requested the necessary information from the seller via email on 2023-5-15.
Merchant Credit Team Amazon.com

Customer Answer
Date: 05/26/2023

Complaint: 18391824

I am rejecting this response because:
I have completed my VIDEO identity verification call this morning. The interview ran for approximately 30 minutes and I provided the interviewer with every single piece of information that was requested of me,
In order to "verify my identity" Amazon requested my passport, drivers license, business bank account, credit card statement, utility bill and IRS EIN document. I provided everything they asked for. The only thing they didn't request was my underwear.
The interviewer said Amazon will "conduct their own investigation" of my documents and in 4-5 business days release my funds. I have doubts Amazon will actually do this as they have the final say for whatever reason. Why do you even do the verification calls if you're going to conduct your own "in-house investigation" anyways? My hope is that Amazon does not continue their borderline illegal operation and declare my investigation in their favor, resulting in my funds being WITHHELD.
I will leave this BBB ticket open in the event Amazon steals my money for good in the next few days. Let's hope Amazon releases my funds ASAP.

Sincerely,

Andres Ocampo
Business Response
Date: 06/04/2023
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 harms 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 2022-11-20.

Regards,
Pooja
Business Response
Date: 06/10/2023
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 harms 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 05/29/2023.

Regards,
Amazon
Business Response
Date: 06/15/2023
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 harms 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 2023/5/29.

Merchant Credit team Amazon.com
Business Response
Date: 06/21/2023
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 harms 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 2022-11-20.

Regards,
Amazon
Business Response
Date: 06/24/2023
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 harms 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 05/29/2023.

Reagrds,
Amazon
Business Response
Date: 06/30/2023
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 harms 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 05/29/2023
Sincerely,
Seller Performance Team.
Business Response
Date: 07/05/2023
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 harms 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.

Sincerely,
Seller Performance Team.
Business Response
Date: 07/21/2023
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 harms 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 29th May 2023.
Business Response
Date: 08/04/2023
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 harms 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 05/29/2023.

Regards,
Amazon
Business Response
Date: 08/13/2023
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 harms 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 2022-11-20.

Regards,
Amazon
Customer Answer
Date: 08/15/2023

Complaint: 18391824

I am rejecting this response because:
Amazon is still withholding my funds illegally. They say they've conducted their "investigation" but I've shown up on camera, answered all their questions and still haven't been paid. They are illegally withholding my funds.

Sincerely,

Andres Ocampo
Business Response
Date: 08/23/2023
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 harms 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.

Sincerely,
Seller Performance Team.
Business Response
Date: 08/27/2023
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 harms 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 2022-11-20.
Business Response
Date: 08/29/2023
Hello,

We are in receipt of the latest correspondence related to Complaint 18391824. We have looked into Mr. Ocampo’s claims and, after careful consideration, concluded that the actions taken with respect to his account were correct and taken in accordance with the Amazon Services Business Solutions Agreement (BSA), which serves as the agreement between Amazon and this seller, and Amazon’s Funds withholding policy

For more information on Amazon’s our "Funds withholding policy", please visit: https://sellercentral.amazon.com/gp/help/external/help.html?itemID=9RA9LYBJ3QP27M6 . For more information on the BSA, please visit: https://sellercentral.amazon.com/help/hub/reference/G1791
Sincerely,
Seller Performance Team
Customer Answer
Date: 08/29/2023

Complaint: 18391824

I am rejecting this response because:
I have spoken to 17+ other sellers that we’re mislead by so called “automation” companies and have had hundreds of thousands of dollars withheld by Amazon unfairly.
We’ve heard of class action lawsuits being organized as it’s not fair for Amazon to keep and withhold all these funds despite no chargebacks, A-Z claims or any customers complaining that they did not receive their orders.
Over 1 year has passed since Amazon has suspended my account and they refuse to release my funds. In “accordance” to their BSA agreement, they can practically ban ANY seller, claim they were doing things the “wrong way” on their platform and somehow legally withhold hundreds of thousands? I call B.S.
This is not acceptable and I demand my funds be released ASAP.

Sincerely,

Andres Ocampo
Customer Answer
Date: 08/29/2023
I have spoken to 17+ other sellers that we’re mislead by so called “automation” companies and have had hundreds of thousands of dollars withheld by Amazon unfairly.
We’ve heard of class action lawsuits being organized as it’s not fair for Amazon to keep and withhold all these funds despite no chargebacks, A-Z claims or any customers complaining that they did not receive their orders.
Over 1 year has passed since Amazon has suspended my account and they refuse to release my funds. In “accordance” to their BSA agreement, they can practically ban ANY seller, claim they were doing things the “wrong way” on their platform and somehow legally withhold hundreds of thousands? I call B.S.
This is not acceptable and I demand my funds be released ASAP.
Initial Complaint
Date:11/11/2022
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.
When i order, quit ERRORING TO EXPENSIVE SHIPPING I DONT WANT AND WONT PAY FOR. QUIT ERRORING FOR SUPER FAST SHIPPING I DONT WANT AND DONT WANT TO PAY FOR. QUIT it. Some day it will error to it that I wont catch it and I wont agree to pay it and we will have a disagreement.
Business Response
Date: 11/12/2022
Hello,

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

I understand your concern regarding the fastest shipping when placing an order.

Please note that for all qualifying orders above $25, you will always have the option to select "Free Shipping" at checkout page. If any item is needed to be delivered sooner, you have the option to choose the available shipping speeds or sign up for Prime.

All these are options are voluntary and your choice to select or subscribe to. You may visit this link to know more about free shipping.

https://www.amazon.com/b?ie=UTF8&node=16548547011

Most questions are answered in Your Account (https://www.amazon.com/your-account) or in our Help pages (https://www.amazon.com/help).

Please feel free to contact us directly by replying to [email protected] if we can be of further assistance.

We look forward to seeing you again soon.

Regards,

********
Amazon.com
http://www.amazon.com
Customer Answer
Date: 11/14/2022

Complaint: 18391819

I am rejecting this response because:

you didnt even read the question. I dont want defaulted to fast shipping. J want default to free shipping.

Sincerely,

*****************
Initial Complaint
Date:11/11/2022
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 seriously question the business practices used by Amazon which may be deliberate tactics being used to cheat and confuse elderly customers. Many weeks ago I returned merchandise purchased from Amazon online due to poor quality. The two items were purchased in September 2022 and returned in early October, plenty of time to meet the November 5 deadline. The items were dropped off at Amazon's return counter in Whole Foods in ************, **., per their instructions and the appropriate credits were issued. However, this morning, November 11, 2022 at 4:48 AM Amazon sent me an email advising that I was being charged for one of the items again because it had not been returned by Nov 5. The cost is approximately $250.00. I called Amazon and they confirmed that I was being charged again for merchandise that was returned successfully. So they issued a credit to be received in 3 - 5 business days. They said it was a "technical error." I think it is a deliberate attempt to cheat and confuse senior citizens who may not catch the unwarranted charge. They offered no logical explanation for the billing. They did confirm receiving the merchandise many weeks ago. They also confirmed they charged my credit card again for the same item; but could not explain why an additional charge would be initiated. If they did this to me, I suspect they are doing it to other senior citizens. It is extremely stressful to receive an unwarranted billing of this kind. It took a great deal of time (about an hour on the phone) to get it straightened out with their customer service department. I know some elderly people who would be confused and intimidated by Amazon's tactics and might be inclined to give up and just pay it. I think Amazon is targeting the elderly because some are easily taken advantage of.
Business Response
Date: 11/12/2022
Hello,

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

I understand your concern regarding the retro charge for the item you have already returned. I apologize for the inconvenience caused.

Upon checking on the reported order to our customer service team, I can see that the item has arrived however the system hasn't detected a scan of this order arrival at our center resulting in this erroneous charge. I understand this is inconvenient and should be avoid, I'm sorry again that this happened. I've shared the details with our team to get this checked for necessary action to avoid it being repeated.

I see the refund has been issued for the retro charged amount and it should be reflecting back on your account within 3-5 business days. I appreciate your understanding and patience.

Please feel free to contact us directly by replying to [email protected] if we can be of further assistance.

We look forward to seeing you again soon.

Regards,

********
Amazon.com
http://www.amazon.com
Initial Complaint
Date:11/11/2022
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.
On 10/31/2022 I purchased a CharBroil OilLess Turkey Fryer for $152.60, using $50 from an Amazon Gift card and the remainder from a personal checking account. It arrived on 11/02/2022. Upon opening the package and sorting through the pieces, I found that necessary hardware was missing and that the instructions were unreadable and useless. I packed everything back in the box exactly as it had been shipped and attempted to initiate a refund on 11/04/2022. I have been unable to complete this as Amazon referred me to the seller, ***************, which kept referring me back to Amazon to start the refund, which resulted in being sent back to the *************** site. After several hours of this nonsense, I finally rec`d an email from "Kimouna C." in Amazon **************** advising that she initiated a claim through Amazon's A-Z Guarantee process which would be handled within ***** hrs. When I heard nothing by Thurs 11/10/2022, I again contacted Amazon, and was advised that the A-Z Guarantee process was never initiated because the referral to that **** has not been completed by "*********" the previous Friday. This agent, "*** ********" sent an email stating she had "escalated" the A-Z claim and that I would receive an email from that ****. As of today, 24 hours later, I have not been contacted. I now have a $150 piece of trash that neither Aventis nor Amazon will take responsibility for sitting in the original box in my garage. This is the third such problem I have had with Amazon in the last 6 weeks
Business Response
Date: 11/12/2022
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 see that your order was placed with "***************" a third party seller on our website.

Please understand that orders through Amazon Marketplace work a little differently than those made directly from Amazon.com. These third-party transactions are between the individual buyer and seller, with Amazon.com serving as the venue for the exchange.

Amazon.com is not directly involved in these orders--all fulfillment and shipping is performed by the seller.

Unfortunately we will not be able to take any direct actions like refund and replacement on these orders. However, we back our customers with our A-Z guarantee claim to protect them when the seller is not ready to resolve the issue.

To help you with this, 've sent your inquiry about your order to the seller. You can view the email that was sent to the seller in Your Account at the following link:

https://www.amazon.com/gp/communication-manager/outbox.html

Give sellers 48 hours to respond. When they reply, you can respond directly to their email. If you don't hear from the seller, review the eligibility criteria for submitting an A-to-z Guarantee request:

https://www.amazon.com/gp/help/customer/display.html?nodeId=****************

We look forward to seeing you again soon.

Please feel free to contact us directly by replying to [email protected] if we can be of further assistance.

Regards,

***********************
Amazon.com
http://www.amazon.com
Customer Answer
Date: 11/14/2022

Complaint: 18391132
I am rejecting this response because: I received this email and responded back to the Amazon rep who send it the following information:
Had the sender bothered to read the 0riginal complaint, she would have noted that I have been advised TWICE by Amazon customer reps that an A-Z claim was being filed, once on 11/4 and again on 11/10. When I called Amazon on 11/10 to find out why I had not heard anything about the A-Z claim filed on 11/4 given the ***** hour timeline identified BY AMAZON, the rep investigated and found that the claim had had never been filed on 11/4. She advised me that as a result, she had filed a claim and escalated it to the A-Z claim **** and that they would be contacting me. I heard nothing further until the latest email on 11/12, which AGAIN identifies the A-Z process as a potential option, which suggests that the 11l10 claim was never filed either.
I also noted clearly in the original complaint that my attempts to contact the seller, Aventis, resulted in being repeatedly sent back to my Amazon account, where I was referred back to the seller. Again, it appears that the sender of the latest message has no understanding of what the complaint was about.
On 11/12 I received an email from Aventis which simply provides a return label and no information about a refund process. I appeasr that neither company has any interest in Customer Service.
At this point, I am $152 and change for a worthless product while Amazon and Aventis provide meaningless emails.

Sincerely,

***********************
Business Response
Date: 12/10/2022
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 have checked the order details and see that the full refund of $152.60 was issued on Friday, November 18, 2022. Refunds issued to credit card usually takes 2-3 business days to reflect on the card statement.

Once processed, you'll also be able to see the refund request here:
https://www.amazon.com/gp/css/summary/edit.html?orderID=114-4698140-2085842

If you have any additional questions, you may reply directly to this email.

I hope this information helps. We look forward to seeing you again soon.

Regards,

***********************
Amazon.com
http://www.amazon.com
Customer Answer
Date: 12/12/2022

Complaint: 18391132

I am rejecting this response because: First of all, this Amazon rep has consistently contacted me
personally rather than through the BBB complaint process that I requested she follow.
Secondly, Amazon had absolutely nothing to do with this issue being resolved. My complaint was specifically about their refusal to be involved with the problem I was having with a product as I was consistently told I had to deal with seller directly and not Amazon, but the seller kept referring me back to Amazon. Once I was able to make contact with the seller directly , the refund was issued. Amazon had nothing to do with it, and it is incredibly unprofessional for them to now to try to take credit for what
transpired around this issue. I will be terminating my account with Amazon as this is the latest in a series of poor customer service
issues that the company appears indifferent about.

Sincerely,

***********************
Initial Complaint
Date:11/11/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
greetings about a year ago i applied for an amazon credit card and was approved and was giving a 60 dollar gift card that was included. I have been trying for the last year to purchase and my order keep being cancelled. I have tried contacting them to remove this so called HOLD, and all they say is that it will be removed in 24 hours and it does not happen. I keep receiving emails stating that I contact TRS and check verification and I have reached out and they verify that I have no outstanding balance. I was also placed on 3 way call with Amazon and check verification and that did not remove hold. I most recent asked them to cancel my card since I cannot use and they keep telling me that my account is on hold and they have no access to my account and I actually log in to my account daily.
Business Response
Date: 11/16/2022
Hello,
We have reinstated this customers buyer account. We sent an email to the customers registered email address on 11/16 confirming account reinstatement.
Sincerely,
*********
Amazon.com
Initial Complaint
Date:11/11/2022
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 purchased the Triumph Sports unisex adult upright electronic basketball games, Black, blue & orange October 5th, 2022 which was delivered I believe October 8th, 2022 which was defective. I reached out to Amazon and let them know the item was defective/missing parts so I then exchanged it for the same product which was then delivered October 14th, 2022. It was also defective/missing parts so I said to h*** with it and requested a full refund and returned the product. Amazons warehouse received it October 19th, 2022 and I still have not received my refund even after the 14 day grace ******* Amazon keeps giving me the run around and I want my money NOW. The tracking number is 1Z9758R17834757856
Business Response
Date: 11/12/2022
Hello,

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

I understand that you have returned the item "Triumph Sports unisex adult upright electronic basketball games, Black, blue & orange" from the original and replacement orders and haven't received your refund yet. I'm sorry for the inconvenience caused with this.

I've reviewed the details and see that the return was successfully processed and the item has been refunded on November 11, 2022. You'll see this refund to your payment method in the next 3-5 business days.

You can view the status of your refund in Your Account here: https://www.amazon.com/gp/css/summary/edit.html?orderID=111-9089781-2034644

I hope you find this information helpful! Please feel free to contact us directly by replying to [email protected] if we can be of further assistance.
Regards,

******
Amazon.com
http://www.amazon.com
Initial Complaint
Date:11/11/2022
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 am writing the following complaint to you because, I have submitted several appeals since January of this year to Amazon for the release of my funds and activation of my store, I have received no response. I am appealing to you in an attempt to recover my funds. I last submitted an appeal on October 4, and as of today, November 11, I still have not heard from you about my money or the reactivation of the store.I formally request your help in escalating my situation to the highest possible level, this is my last possible recourse to get some kind of response since the last time I contacted Amazon support via ******* they told me they were not going to give me any kind of response.
Business Response
Date: 11/19/2022
Hello,

We have reviewed this seller's account and we require more information to complete our review.

We have requested the necessary information from the seller via email on 2022-11-19.

Regards,
Amazon
Customer Answer
Date: 12/01/2022
I am writing to you in order to get a response regarding my case, Amazon gave a response to my case where it only mentions the following "We have reviewed this seller's account and we require more information to complete our review.

We have requested the necessary information from the seller via email on 2022-11-19".

However, I feel that this is not an adequate response since it does not mention what information they need and it did not send any information to my email as clearly mentioned (you can see the attached picture of my email to see that the last responses I have is from you) I ask you to help me to get a solution to my problem.

From my point of view I feel that I have not been given a satisfactory solution to my case since I did not get the necessary information nor were my funds returned.

I am asking you to please reopen my case and help me get a proper resolution.

Warm regards
Business Response
Date: 12/03/2022
Hello,

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

We are unable to provide information on our investigation methods 03 December 2022.

Sincerely,
Amazon - Seller Performance.

Best regards,
Amazon.comTell us why here...
Customer Answer
Date: 12/15/2022
I appreciate you taking the time to respond to my case; however, I find it unbelievable that Amazon has not communicated with me in regards to my store since November 19, when they told me that the information I submitted was insufficient to complete the evaluation and that they would send me the necessary information through my email, which did not happen, and now they tell me that they will not reinstate my account.

Please help me with the response to my funds, I consider that Amazon doesn't need to have on hold my funds.

Regards,
*****************

Business Response
Date: 12/22/2022
Hello,

We have reviewed this seller's account and we require more information to complete our review.

We have requested the necessary information from the seller via email on 2022-11-19.
Customer Answer
Date: 01/12/2023

Complaint: 18391032

I am rejecting this response because:
According to the message from amazon they sent information on November 11, 2022, but I did not receive any mail, if possible I would like them to provide the information by this means since my store has complied with all the information they have requested to recover my store.

Besides that in the previous communication they mentioned something totally different and I feel that they have not taken seriously or studied the information provided to them, below you will find the document that I sent them in order to recover my store.
Please review the information and documets attached

Sincerely,

*****************
Business Response
Date: 01/25/2023
Hello,

We have reviewed this seller's account and we require more information to complete our review.

We have requested the necessary information from the seller via email on 2023-01-26.

Regards,
Amazon
Initial Complaint
Date:11/11/2022
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 pay for prime membership which includes the following:Shipping speedEligible items and addresses FREE Two-Day ShippingItems sold by Amazon.com and marked on the product page and at checkout as eligible for Prime.Many items fulfilled by Amazon.Items fulfilled by qualified sellers and marked on the product page and at checkout as eligible for Prime.Nearly all addresses in the contiguous **, except ** territories, possessions, and protectorates (other than ***********).Now most items delivered to me are available in 5-6 days as prime shipping. There are zero items - even Amazon items that. Can ship to my address within 2 days. **************** says nothing has changed but that is not true. They offered no explanation for this change and stated nothing has changed. I think Amazon has sold prime memberships and then changed the terms of the agreement. I would like a refund of my full one year prime membership.
Business Response
Date: 11/12/2022
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 complaint, we would like to investigate further in this matter.

Please share the order numbers where you've experience inconvenience with prime shipping, we will investigate on this issue and assist you further.

We look forward to seeing you again soon.

Please feel free to contact us directly by replying to [email protected] if we can be of further assistance.

Regards,

Harasankar.M
Amazon.com
http://www.amazon.com
Customer Answer
Date: 11/14/2022

Complaint: 18390770

I am rejecting this response because: additional order info requested

Sincerely,

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

The following orders are some:

114-7971972-3229035
114-7600417-5157048
111-284662-5517015
111-9676830-5242603
111-4501785-1041831
113-4749075-6526658
113-1697294-3057026
111-6517566-7158630
114-8850403-2931449
114-5098011-2753801
114-4155638-3698611
114-2366494-5792234
114-5063488-5719426

It is essentially almost all orders since September - I think this represents some of the orders - you should be able to see my order numbers in my history

Business Response
Date: 12/09/2022
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 complaint and checked with the concerned department in this matter.

Our delivery estimates are based on item availability, the quantity ordered, and selected delivery speed.

If an item isn't readily available, shipping selections may reduce shipping transit time, but won't impact how long it takes us to obtain the item or prepare it for shipment.

I understand that, as a member of Amazon Prime, you expected 2-day delivery for the order you placed while being a part of the membership.

However, if the items are not readily available at the nearest fulfillment center it take additional time to procure the item.

I've checked the prime membership in your account, unfortunately we will not be able to issue a refund for the prime membership as prime benefits has been used.

However, as goodwill gesture we can issue a promotional certificate of $25.00 to your account from our end. Please let us know if you would like to accept the promotional certificate from our end.

We will process it right away. Thank you for your patience and understanding. We look forward to seeing you again soon.

Please feel free to contact us directly by replying to [email protected] if we can be of further assistance.

Regards,

Harasankar.M
Amazon.com
http://www.amazon.com
Initial Complaint
Date:11/11/2022
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.
Ordered a product through Amazon on 11/5 with a promised delivery date of 11/10. When inquired upon on 11/10, I was notified by Amazon that the product had not shipped. After spending over 30 minutes trying to interact with their customer service department, they failed to provide any sort of shipping information or resolution to the issue. I again reached out to their customer service department on 11/11. The results of this interaction has been the same. Despite my inquiry, Amazon is still not able to provide me with a reason for the inability to ship a product that they are currently advertising with delivery within 4 hours. My order #ORDER # ***-1688653-9003435.I do not want a refund. I want the product I ordered to be shipped for the price I paid and delivered in a timely fashion. I would have liked to submitted the chat transcripts from both interactions with their customer service teams but they have failed to email them as requested.
Business Response
Date: 11/12/2022
Hello,

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

I'm sorry for the delay in the delivery of your order.

I see the order was stuck in the shipping process due to a technical issue. Our team have worked on it and processed the order now. The order is shipped today via Amazon logistics with the tracking# TBA303684812910; Expected delivery: Monday, November 14, 2022.

Please be assured, the order will be delivered by Nov 14. I appreciate your time and patience and I'm sorry again for this delay in the delivery of your order.

Please feel free to contact us directly by replying to [email protected] if we can be of further assistance.

We look forward to seeing you again soon.

Regards,

********
Amazon.com
http://www.amazon.com
Customer Answer
Date: 11/15/2022

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,

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

Good Afternoon,

My products were received yesterday as promised. I was a little surprised by Amazons choice to delay delivery until Monday, given that they offer the product with four hour delivery or next day if you are a prime customer.
I am also surprised by Amazons lack of response to its horrible customer service issue. I am still waiting on the transcripts from my chat with the customer service department to be emailed to me. This is a standard practice for most customer service organizations that use a chat feature. There has been no explanation from Amazon as to why they could not provide me with an answer to my initial inquiry about my delayed shipment. I wasted over 30 minutes of my time to only be told that I would be emailed when the package ships. Zero explanation as to why it was delayed or when it would ship.
The second encounter was just as bad. Over thirty minutes to be told that there was a problem with the order and the only way for me to correct the issue was to cancel the existing order and place a new one. When I explained to the customer service rep that this was not an option that I was willing to explore they could offer no other solution. Being left with no additional options I had to file a complaint with the BBB to get Amazon to act.
Amazon what are you going to do ensure that these issues are corrected and no more customers will have have to suffer through such a horrible experience?

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