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

57,586 total complaints in the last 3 years.
21,721 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:10/29/2022
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Returns received by docking personnel; orders not refunded; personnel claims they were never received, then says they were, then not, then yes. Which is it? It's 10/29 now.On 10/20, Amazon arranged a pickup of four books. No special instructions, so I put them in the same envelope. Orders 113-6289670-3999424, 113-5798280-4842600, and 113-1978360-1125038 were included in the same envelope as order 113-8049418-5088240, which I was refunded for almost immediately. Proof of delivery to the ********* facility is attached. (AMAZON CONVERSATION 1)On 10/24 Orders 111-6747653-5607459 and 111-3200795-7393032 were picked up in the same envelope on and were received by Amazon facility in *********, ** (see print screen) about 2 hours from my home. I have to arrange pickup because I am DISABLED. I will address their overcharges in another complaint.I tried checking on the returns several times (see conversations 2 and 3). Amazon claims to have never received the items at first. Then they say it will take at least two weeks. The next time we go through the same thing, and it's been back and forth for days now (even on the phone) and even with a CS lead. I have also attached a copy of my order screen to show you that Amazon CS has now reset all the orders to "delivered" status rather than pending return, which is fraud. If Amazon lost track of the items in the return envelopes how is that my fault? I demand a full refund in the form of a gift card.in the amount of $86.24.
Business Response
Date: 11/07/2022
Hello *******,

I'************* 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 I understand that you are concerned about the refund towards your recent returns.

In this case, I would like to inform that not all the returns will be sent to the same returns center. Each return label is assigned to a specific return. To receive the correct refund, don't include items from multiple orders or shipments in the same box.

Items that appear on the label should only included in the package. You can find more information about this here:

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

I've checked all the 6 orders you mentioned and I see that all the refunds are processed. Please find the details of the order and the refunds here:

Order ID: ******************* $9.69
Order ID: ******************* $9.56
Order ID: ******************* $16.93
Order ID: ******************* $14.45
Order ID: ******************* $23.73
Order ID: ******************* $21.57

All these refunds are processed to your gift card balance and refund confirmation emails were sent once these refunds were processed successfully from our end.

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

https://www.amazon.com/gp/css/gc/balance/

I've reviewed your previous correspondences regarding these returns and filed coaching requests to the associates and the supervisor. Their managers will review and take appropriate action.

We hope to see you again soon.
Regards,

**************
Amazon.com
http://www.amazon.com

Customer Answer
Date: 11/08/2022

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,

*************************
Initial Complaint
Date:10/29/2022
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 July 5, 2022 purchased a new WorkForce Pro, WF-**** and received on July 7, 2022 I was sent a used WorkForce Pro WF-**** manufactured in 2020 or early 2021 On October 17th printer required repairs, I contacted ***** and informed that I was not the original owner due to the serial number on my printer.I contacted ********************** customer service on October 17th and requested that I return the used model and have it replaced with a new 2022 model. Told they would investigate Contact Amazon on October 24th and requested a refund, told to contact ***** On October 28th Contacted Amazon and told this was my problem. Request refund for Printer and Warranty in the amount of $217.16.
Business Response
Date: 11/01/2022
Hello *******,

I'************* 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 I'm sorry about the issue with your Epson Workforce Pro WF-**** printer.

I've checked and see that the return window of the item has expired on August 8, 2022. Any issues with the item such defects, damages or signs of previous use should be reported with in those 30 days. If there are any such reports, we consider the product that is ordered is the one that is delivered in the condition it was ordered. Once the return window is expired, we request our customers to contact the manufacturer to claim warranty if the item is still covered under manufacturer warranty.

Since you mentioned, the manufacturer informed you are not the original owner, I request you to ask them to send an email informing that the product is not registered to you or you are not the owner of the product and also showing the serial number of the product.

After you receive the email from manufacturer, please send as a screenshot of that email by replying to this email directly. Also include the picture of the serial number of the product you received.

Once we receive that information, we will be able to determine the next course of action.

We appreciate your understanding and cooperation in this matter. We hope to see you again soon.
Regards,

**************
Amazon.com
http://www.amazon.com
Customer Answer
Date: 11/01/2022

Complaint: 18333145

I am rejecting this response because:
I feel it's not my responsibility for the following reasons: The printer was working on August 8, 2022 and I had no reason to return it. Epson checked the Serial No. ********** and informed me that thus was a printer manufactured in either 2020 or early 2021.
Amazon claims that sold me a new unit, but sold me a used unit. The representative I talked to at Epson was Mr. ************ I believe Amazon is responsible to resolve this problem as they caused this problem.
I'm 88 years of age, served in Korea War in the year **** and feel I'm being disrespected by Amazon by age and former veteran.

Sincerely,

*****************************
Initial Complaint
Date:10/29/2022
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 order an item for the amount of $237 it was an Amazon sale. After 14 days of waiting multiple reps telling me oh wait till the 29th now there saying they cant issue me a refund after there tracking failed and cant simply check with there return center.
Business Response
Date: 11/01/2022
Hello ******,

I'************* 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 I understand that you are concerned about refund towards a return. However, the e-mail address you contacted us with doesn't have an order matching what you described. We only provide information and make changes when the request comes from the e-mail address associated with the account.

If you know the e-mail address your account is under, write from that e-mail address.

If your e-mail address has changed, you can update your information by visiting Your Account (https://www.amazon.com/your-account) and click "Login & Security" at the top of the page. You'll be able to use the "Edit" button to update your information.

If you're not sure what e-mail address your account is under, please contact us via phone:

https://www.amazon.com/gp/help/customer/contact-us

We hope to see you again soon.
Regards,

**************
Amazon.com
http://www.amazon.com
Customer Answer
Date: 11/01/2022
************************
Business Response
Date: 12/06/2022
Hello,

We have denied the customers request for a refund as customer was already issued a refund of USD ***** on October 17, 2022 for returning partial order. If customer claims to have returned more items kindly request customer to share proof of return. ********************** has issued refunds for the items returned.
Sincerely,

******
Amazon.com
Initial Complaint
Date:10/29/2022
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 purchased an Iphone 11, 128GB, on July 24, 2022, for a total of $438.41 from Amazon, and requested it be delivered to my brother, ****************************, in ******, **********. I didn't get the option to request that a signature be required upon delivery. On July 27th, I got a message from Amazon saying the phone was delivered at 2:41pm by Fed Ex. No signature was required. I called my brother to confirm, and he said he hadn't received it. I also spoke with my dad who lives with my brother, and he stated he had been home with my uncle in the living room with the front door open all day, and no one had come by. I contacted the Amazon seller via Amazon messages and they told me several times that my purchase was covered by Amazon's A-Z Guarantee. I called the police in ******, ** to report what had happened, and they said they were not going to file a report since no crime occurred. However, Officer ***************** said they documented my call under call number 2208M-0348. Officer **** said to take it up with the seller or Fed Ex. Then I filed a claim with Amazon and it was denied. I appealed the denial and it was denied again. I contacted Fed Ex several times and they said only the seller can file a claim since they are the ones who paid for the service. So, I contacted the seller more than once asking them to please contact Fed Ex to file a claim, and they have not done so. My last message to them in August has gone unanswered. I would like a refund for my purchase since I never received the item. I did everything I could to try and resolve the issue, but the seller is ignoring me, Fed Ex said their policy won't let me file a claim, and the police said no crime occurred. Thank you
Customer Answer
Date: 10/31/2022
Good evening,

My name is **************************

I filed complaint #******** against Amazon for an Iphone I ordered and never received.

When I filed my complaint, I failed to add the messages the seller and I sent each other.

I've attached the document here.

Please let me know if they can be added to my complaint.

Kind Regards,

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

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

**************
Business Response
Date: 11/01/2022
Hello,

We have reviewed the claim filed on order 112-2401705-0502648 and have decided to uphold our previous decision as tracking information shows that the item was delivered to buyer's address. Buyer has been notified about the decision.

Thanking you,

Customer Answer
Date: 11/01/2022

Complaint: 18333003

I am rejecting this response because:
According to several Fed Ex customer service agents I spoke with about the issue, ONLY the seller can file a report about the issue. Therefore, all the seller has to do is contact them to report that the item was not delivered to the address I requested. I relayed this to the seller, and I don't understand why he hasn't done so since it's so simple. I asked the seller nicely several times to do so, and he kept saying that my purchase was covered by Amazon's A-Z Guarantee, which according to Amazon, it's not. In the end, he did not respond to my last request for help. I did everything that was asked of me-I filed a claim with Amazon, I called the police, and called ****** and the seller should do their part now and simply call ****** I never received the item and I should not have to pay for it. ***** lost it, and they should be held liable, not me.

Sincerely,

*************************
Initial Complaint
Date:10/29/2022
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 received a gift card by Amazon in 2021 which is not working. Despite the many promises they have done NOTHING in months and months Today I inquired again about the status and had to deal with an incompetent and rude ******** ********* called ******. The worst of which is that someone decided to appoint this individual to be a manager. Manager of the garbage in a sewage maybe. A cleaning lady would have been even more polite than her Either case, the all case is still open and requesting refund of the fake card and time for my work for CRAPPAZON They must refund me of 1,700US$. 100US$ for issuing a fake card and 8 hours of my work on top.
Business Response
Date: 11/09/2022
Hello Dr. **** *******************************,

I'************* 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 regarding he gift card you received and your previous correspondences with our customer service. I'm sorry about the disappointment this whole situation may have caused.

The gift card you received isn't valid. Please contact the purchaser of this gift card and ask them to contact our customer service and report this.

Unfortunately, there isn't anything we can do about this gift card or issue any compensation.

We appreciate your understanding in this matter. We hope to see you again soon.
Regards,

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

Complaint: 18333022

I am rejecting this response because:
I AM , the purchaser of your FAKE gift card, under the account ************************** which YOU decided to close, due to your ****** up systems and as you may be aware of, yo took no accountability for that mistake.
so go and look into that account the purchase of the 7 gift cards from December 2021

SCAMMERS

Dr. Eng. *******************************
Business Response
Date: 11/18/2022
Hello Dr. **** *******************************,

I'm responding to the BBB Complaint we received on your behalf. I'm from the team that handles BBB Complaints. I see that you were already informed multiple times that there is no further we could take in this case.

I see that our ************************** team has already responded on behalf of ******************* about that account's closure directly to that email address you wrote to *******************. You can review the email you received on January 3, 2022 at 4:59 PM (PST) from ****************************

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

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

Regards,

**************
Amazon.com
http://www.amazon.com
Customer Answer
Date: 11/19/2022

Complaint: 18333022

I am rejecting this response because:
Dear BBB,
as you have clearly seen:
1) CRAPPAZON has closed my Gmail account by mistake and they have not even apologised for it. The Gmail was the account from which the FAKE card was ordered.
2) CRAPPAZON is systematicaly issuing FAKE Cards and denying any accountability and - even worse - covering up the departments creating such FAKE Cards to be distributed to the customers.
Please advice, on how we can report them to the public and bring them to court.
Dr. ***. *******************************
Initial Complaint
Date:10/29/2022
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Amazon prides itself on being a customer centric company but when customers are having actually issues they don't provide real solutions. I've been having ongoing issues with delievers not being delivered to my address and asked multiple times for this to be looked into and instead I get threatened to have my account closed and feel discriminateda gainst and treated like a criminal. Instead of taking action against their poor deliever drivers who literally leave boxes all over this apartment complex they mistreat the customer. I had an order that was clearly delivered to the wrong address even shows the photo and customer service first refused to let me speak to management then when I finally got a supervisor named ****** I get blown off no empathy no real assistance instead get transferred to another person who apparently was going to do a replacement but then when the person answers they say I have to wait that sometimes items say its delivered but its not even though there is proof it was delivered to the wrong address and the supervisor send they'd replace it. Then I ask to speak to a supervisor and get disconnected and no call back. I'm absolutely disgusted with Amazon and its not like im a once in a blue shopper. I constantly shop and spend tons of money but get treated like trash and feel like its partly do to my race when they see my last name. My order number is 111-3424293-2770651
Business Response
Date: 11/13/2022
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.

Were sorry to hear that you havent received your item(s) from order #***-3424293-2770651.

Based on the results of our investigation, we aren't able to provide a replacement/refund for this order at this time.

Based on the information provided by the carrier, we're able to confirm that your item was delivered with the same package weight and dimensions mentioned on our website.

At this time, Amazon isn't able to resolve shipping problems after delivery, as outlined on our website in our Conditions of Use, noted under 'Risk of Loss' which states: "All items purchased from Amazon.com are made pursuant to a shipment contract. This means that the risk of loss and title for such items pass to you upon our delivery to the carrier." See https://www.amazon.com/gp/help/customer/display.html?nodeId=**************** for more information.

We recommend that you consider selecting a more secure shipping address, such as your workplace or an Amazon Hub Locker, in the future to avoid further problems.

Thank you for your understanding.

Please feel free to contact us directly by replying to [email protected] 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,

*******************************
Amazon.com
http://www.amazon.com
Customer Answer
Date: 11/13/2022

Complaint: 18332927

I am rejecting this response because: There is proof the package was not delivered to my addressed based on mat in the picture. The supervisor even advised me that it was the wrong location. Please see the attached picture to understand how your delivery drivers deliver packages in my apartment complex. Every time I walk my dog I see boxes in random places. This is an issue Amazon needs to take responsibility for.

Sincerely,

***************************
Initial Complaint
Date:10/29/2022
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.
October 29, ***************************************** Amazon early this morning. I immediately called Amazon customer service. A representative called ****** told me I had to proceed through the app. I have been dealing with Amazon more than twenty year and have always used customer service. In fact I was talking to the lady through customer service.She told me she could not help me and hung up.I demand the fraudulent order canceled and my money reimbursed.
Business Response
Date: 10/31/2022
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 an unauthorized order placed on your Amazon account. Upon checking, the e-mail address you have provided to us doesn't have an order matching what you described. For your account's protection, we're only able to take action when we can confirm the request is coming from the account holder through the registered email address on the account. Considering that, we would need you to write from the associated email of the account for research.

If you're not sure what e-mail address your account is under, please contact us via phone:

https://www.amazon.com/gp/help/customer/contact-us.

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 [email protected] 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,

*******************************
Amazon.com
http://www.amazon.com
Initial Complaint
Date:10/29/2022
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.
Amazon is using false delivery times to make customers purchase from certain sellers. My Amazon orders are always late. They are intentionally posting inaccurate delivery times. I have contacted customer service on t least 5 occasions and nothing changes. I have missed events, and been extended inconvenienced by this illegal business practice. My kids had an Halloween event to attend today. I purchased tickets for the event which was happening between 11am and 2 pm . My son's costume was supposed to arrive yesterday. It did not. When I contacted Amazon the rel said item has been delivered please check with neighbors. I went outside( it's 43 degrees) and asked my neighbors. They didn't have it. Customer rep "make a mistake " and now sees the item is out for delivery but won't arrive until after 2pm. Not only is my order late, I'm lage for my event, and the rep had me go outside in freezing weather due to his mistake. AMAZON NEEDS TO UPDATE SHIPPING TIMES TO BE ACCURATE. THEY FORCE CUSTOMERS TO PURCHASE FROM CERTAIN SELLERS WITH THE PROMISE OF FAST DELIVERY BUT ITS LIE. Order #***-5414609-6624269
Business Response
Date: 10/31/2022
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 inconvenience caused to you with your Amazon order #***-5414609-6624269. As you haven't received your item yet, I've issued a full refund of $71.65 to your original payment method.

To make up for this, I've also issued a $50 promotional certificate to your Amazon.com account, which will automatically apply the next time you order an eligible item sold and shipped by Amazon.com. The promotional certificate doesn't apply to items offered by other sellers on the Amazon.com website and won't cover the purchase of gift cards, sales tax, gift wrap, or additional shipping costs.

For more information about promotional codes, including the terms and conditions of use and what happens when you return an order paid for with a promotional code, go to:

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

Customer feedback like yours is very important in helping us continue to improve our website and services. We will continue working hard to ensure that you receive accurate service, and to minimize the chance of any issues like this occurring again for your future orders.

Please feel free to contact us directly by replying to [email protected] 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,

*******************************
Amazon.com
http://www.amazon.com
Customer Answer
Date: 11/01/2022

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.
All I want iis for you all to update shipping times what they actually are. Thank you

Sincerely,

*************************
Initial Complaint
Date:10/29/2022
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.
Amazon has locked my consumer account, *************************** for the second time this year and are refusing to reinstate it. I have done nothing illegal or immoral, and to the best of my ability to tell, nothing that violates Amazon policies. All I can surmize is that my account or purchases trigger some security algorithm.- October 14: All my Amazon devices shut down (thousands of dollars in home video and automation along with my $138 Prime video and audio services). When I attempted to log in to check my account status, I came to a request to attach a credit card statement. I attached the most recent statement associated with all recent orders, for my mother, *****************************. For the last 2 years I have been taking care of my mother, and most of my Amazon orders are for her and her home maintenance.- The next morning I found the attached message from Amazon, Oct14Message.pdf... Ironically the Subject is "Account...Reinstated", but the body said "Closed". I also phoned as instructed in the message: If you believe you received this message in error, please call **************** at: Customers within U.S. and ******: **************. They only told me I had to wait 24 hours for a response, but only Oct. 15 and Oct. 28 messages came.- Oct. 15: I received the attached message October15Message.pdf. This indicated We had already implemented the appropriate resolution and sent you an email with further guidance.- Oct. 16: I did not hear anything further, so called again. The person I spoke to said I should hear something in 24 hours.- Oct. 18: I spoke to a rep, who told me to send all the information I had, including gift cards, to [email protected]. I did so with the attached message Oct19-Response+DocumentsToAmazon.pdf, which included all recent Gift Card history.- Virtually all my gift card history this year is from donating blood, and frequent donor bonuses.- After more calls explaining to each, finally got msg. Oct26Message.pdf.
Business Response
Date: 11/07/2022
Hello,
While we appreciate the customers interest, we are unable to provide information on our investigation methods.
After a thorough review of their account and all of the information that they have provided, we cannot reverse the decision as per our policy.
For more information on this policy, the customer can search for Your Account Conditions of Use on the Amazon shopping website.
Sincerely,
Amazon.com
Customer Answer
Date: 11/08/2022
This response is unacceptable.
Amazon refuses to tell me what the supposed violation to their policy is, and they do not allow me to communicate with anyone that can provide clarificationl
I will gladly provide any clarification or information they want, but they will not help and I cannot find anything in their gift card policy that I have violated.
This is to me a clear misappropriation of my balance, paid prime account, and deprivation of use of thousands of dollars in Amazon-serviced equipment for no defensible reason.
Thank you.
Business Response
Date: 11/09/2022
I dont know if anyone will read this But just in case, and so you know, for reasons I cant get Amazon to answer, they are stealing hundreds of dollars in my account balance, This includes most of a year remaining on my pre-paid PRIME account, the ability to use thousands of dollars of equipment that require my Amazon account to function (INCLUDING even my Ring video doorbell, which did announces via my 6 Amazon Echo and Show devices now does not ring). My FireTVs do not work at all, and my home automation products purchased from Amazon no longer work.
All of that is frustrating enough but beyond that, I mostly use the Amazon account for my 88 year old mother and her home upkeep. I now have no access to both her and my purchase records now.
As for the gift card balance, the entire current balance that was in my account (I think it was somewhere between $300 and $400, but I dont know exactly as Im locked out) is from OneBlood.org I donate blood roughly every 2 months, so I cant imagine what issue Amazon has with my gift cards.

Im ************************************* addition to trying to take care of my mom and both our homes. This situation is causing me stress on top of an already stressful life And I am totally frustrated that after making a dozen attempts directly with Amazon to try and resolve this, and offering my full cooperation, not even BBB can get them to answer a simple question: WHY are they doing this? WHY wont they tell me or give me an opportunity to address whatever exception they think they found? It is simply unethical, and quite simply, theft. I just cant imagine why a company would treat a long term* and loyal customer this way.
(I used to buy from Amazon when they only sold books)
If someone reads this, thank you for listening and please let me know if there are further steps you can recommend.

Initial Complaint

Date:10/29/2022

Type:Service or Repair Issues

Status:

Answered

Resolved:: The complainant verified the issue was resolved to their satisfaction.
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After being an Amazon customer for years, I opened an ********************** seller account within the last two weeks furnishing my tax information, my driver's license, my mobile bill, my bank account statement, my electric bill, my credit card information, and my address verification information; however, amazon repeatedly sent automated messages asking for the same information and suspended my account. Firstly, they stated it was due to suspicious activity and then stated that they needed the same information I already provided. I emailed them to no avail and still no one would contact me. I called them via telephone and was told they couldn't help me since I wasn't able to receive the OTP/email codes even though they confirmed the info was correct in their system. They refused to close my account via telephone, and refused to close it online. I sent my Driver's license again in an attempt to close my account per their request and still can't close amazon account, nor can I close my seller account. They refused to connect me to the fraud department and kept stating they would not help me, nor could they transfer for website assistance. I WANT ALL AMAZON ACCOUNTS CLOSED, AND I WILL NO LONGER BE ORDERING TO KEEP THEM IN BUSINESS. I WILL BE REPORTING THEM FOR FRAUD AFTER THIS COMPLAINT IS SUBMITTED, AND THEY WILL BE INVESTIGATED. I have had this amazon account for many years, I have placed many orders, and my email and phone number has always been the same. They confirmed the same information but did not know why I wasn't receiving their codes they are claiming to have sent, and they will not confirm why I can't use amazon, nor will they confirm why my account is suspended. They kept stating we are not allowed to help you since we can't verify you due to not receiving the amazon codes. I am the account holder so if fraud is involved, or if someone is using my account, or if I am not receiving the codes, then they should be able to investigate, but they WON'T HELP ME.

Business Response

Date: 11/02/2022

Hello *******/****** INVESTMENTS

We received your submission but do not have enough information to reactivate your account at this time.

Why is this happening?

We were unable to verify the ELECTRIC BILL.jpeg that you provided because the document did not contain all of the required information, no address.

For more information on our requirements, review the Amazon Services Business Solutions Agreement:
https://sellercentral.amazon.com/gp/help/G1791

How do I reactivate my account?
To reactivate your account, please confirm that there is a valid credit card on file and provide one of the following documents in PDF, PNG, JPEG, or GIF format. The documents must be legible, authentic, and unaltered and contain the required information. We do not accept screenshots. The name and address on the document must match the information entered in Seller Central.
-- A business license if applicable
-- A utility bill dated within the last 90 days for piped gas, natural gas, electricity, piped water, mobile phone, fixed-line phone, or internet service with name and address visible

Ensure that the provided documents are in one of the supported languages. Supported languages include Arabic, simplified Chinese, Dutch, English, French, German, Hindi, Italian, Japanese, Korean, Polish, Portuguese, Spanish, Swedish, Tamil, Thai, Turkish, and Vietnamese. If the documents are not in one of the supported languages, you must submit a notarized translation into one of the supported languages along with the original document.

How do I send the required information?
To submit this information, follow the instructions on the banner at the top of the "Account Health" page in Seller Central:
https://sellercentral.amazon.com/performance/dashboard?ref=ah_em_ap

What happens if I do not send the requested information?
You have 90 days after receiving this notification to either provide a valid appeal or choose not to appeal. After that time, you may contact [email protected] to request a funds disbursement. We will conduct a separate investigation to evaluate your account. The policies we put in place are to protect our customers and selling partners. If we find that you have engaged in deceptive, fraudulent, or illegal activity, or have abused our systems or repeatedly violated our policies, we may withhold some or all funds in your account in accordance with the "Funds withholding policy":
https://sellercentral.amazon.com/gp/help/9RA9LYBJ3QP27M6

We're here to help
If you have questions about our policies or the required information, you can contact Selling Partner Support:
https://sellercentral.amazon.com/cu/contact-us
You can see your balance and settlement information in the "Payments" section of Seller Central. If you have questions about these topics, send an email to [email protected].

To view your account performance, select "Account Health" on the home screen of the Amazon Seller app on your iOS or Android device, or go to the "Account Health" page in Seller Central:
https://sellercentral.amazon.com/performance/dashboard?ref=ah_em_ap
The "Account Health" page shows how well your account is performing against the performance metrics and policies required to sell on Amazon.
-- Download the Amazon Seller app for iOS:
https://itunes.apple.com/us/app/amazon-seller/***********
-- Download the Amazon Seller app for Android:
https://play.google.com/store/apps/details?id=*************************************************.android&hl=en_US

Customer Answer

Date: 11/02/2022

Complaint: 18332267

I am rejecting this response because:

MY ADDRESS WAS ON THE ELECTRIC ****, AND IT WAS ALSO INCLUDED ON THE MOBILE ****. ONLY ONE OF THESE ****S WAS REQUIRED, BUT I SENT BOTH. AMAZON CHOSE NOT TO TAKE THE **** TO REVIEW EITHER ****, BUT INSTEAD SUSPENDED MY ACCOUNT WITHOUT NOTIFYING ME TO LET ME KNOW THEY COULDNT SEE MY ADDRESS ON THE **** EITHER BECAUSE THEY CHOSE NOT TO PAY ATTENTION TO THE DETAILS AND READ AS PART OF THEIR JOB, OR THEY FAILED TO PUT THEIR GLASSES ON. ITS ASHAME CUSTOMERS HAVE TO DO THEIR JOB AND HOLD THE AMAZON EMPLOYEES HANDS FOR THINGS TO GET DONE. ON TOP OF THIS ISSUE, I STILL HAVE NOT BEEN UPDATED ON THE SECURITY OF MY ACCOUNT AS TO WHY IM NOT RECEIVING THE *** CODES EVEN THOUGH MY CONTACT INFO IS CORRECT ON THE ACCOUNT. WHAT DISCIPLINARY ACTION NEEDS TO TAKE PLACE FOR THE WAY AMAZON EMPLOYEES ARE TREATING ME? THIS IS HARASSMENT, AND IM CONSTANTLY BEING QUESTIONED AND ASKED FOR THE SAME INFORMATION THEY ALREADY HAVE. WHY AM I BEING TREATED DIFFERENTLY THAN EVERYONE ELSE? DO I NEED TO HIGHLIGHT THE ADDRESSES ON BOTH ****S SO YOUR LOUSY EMPLOYEES CAN READ THEM? IM NOT A CRIMINAL! THIS IS TRULY DISCRIMINATION AT ITS WORST AND AN INCONVENIENCE TO ME TO HAVE TO WAIT TO USE MY ACCOUNTS BECAUSE THE AMAZON EMPLOYEES ARE PUNISHING ME BY SUSPENDING MY ACCOUNT FOR THEIR FAILURE TO READ TO SEE MY INFORMATION WAS ON THE ****S. THE WAY AMAZON DOES BUSINESS IS ILLEGAL, AND MY ISSUE IS STILL NOT RESOLVED. I STILL CANT USE MY CUSTOMER ********************** ACCOUNT, NOR CAN I USE MY SELLER ACCOUNT. THEIR LOUSY EMPLOYEES ARE TOO LAZY TO PICK UP THE ***** TO CALL CUSTOMERS TO RESOLVE THESE ISSUES. THESE COMPLAINTS AND REPORTS ARE IN PROGRESS.

Sincerely,

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

Customer Answer

Date: 11/02/2022

I HIGHLIGHTED THE ADDRESS AT THE TOP OF PAGE 3 OF THE ELECTRIC BILL. NOT SURE HOW YOUR STAFF MISSED THESE IMPORTANT DETAILS. YOU SHOULD RETRAIN YOUR STAFF TO PREVENT THESE ISSUES IN THE FUTURE ALONG WITH THE FRUSTRATION AND EMBARASSMENT IT CAUSES YOUR CUSTOMERS. I HAVE WASTED MORE TIME AND HAD TO FURNISH MORE INFORMATION THAN REQUIRED FOR YOUR COMPANY (AMAZON).

Business Response

Date: 11/07/2022

Please do not reply to this email. Replies are routed to an account that is used only for sending emails and is not monitored.

Hello *******,

We have received your submission but do not have enough information to reactivate your account at this time.

How do I reactivate my account?

To reactivate your account, please complete your identity verification through a video call. This identity verification is required as an enhanced security measure.

During the video call, you will be required to show our associate the original copies of the identity document and he business license / either the bank statement or credit card statement that you provided when you registered your account. We do not accept any new documents.

What happens if I do not complete the identity verification?

If you do not complete your identity verification or fail to show our associate the original documents during the video call, your account *** remain deactivated.

How to complete the identity verification through a video call

Click the following link and sign in to your Seller Central account when prompted.https://sellercentral.amazon.com/mario/inpvMeeting/appointment/global?mons_sel_locale=en_US
If you signed in on a new device or have removed your cookies, you will be redirected to the "Select a Merchant and Marketplace" page. On this page, select "*************" from the "Select an Account" drop-down menu. Make sure to select this option regardless of the marketplace.
Click "Select Account."
On the "Identity Verification" page, follow the on-screen instructions to complete the verification process.

How to prepare for the video call

Prepare the original copies of the documents that you submitted for registration on Amazon and have them available before the video call starts.
Make sure that you are joining the video call from a device that has the following features:-- A front-facing camera -- A stable and reliable internet connection -- Safari browser or ****** Chrome browser, depending on your device's operating system
Enable your camera and microphone when the browser requests your permission.

Recording noticeThe video call *** be monitored or recorded for training and quality assurance purposes. We handle your data in accordance with our Privacy Notice.
You are not allowed to take photos of the associate or record the video call.

We're here to help
If you have any questions, contact Selling Partner Support:https://sellercentral.amazon.com/cu/contact-us

The Seller Identity Verification team

Sincerely,Seller Performance Team Amazon.com

Customer Answer

Date: 11/07/2022

Complaint: 18332267

I am rejecting this response because:

I already furnished the required documents Amazon previously requested. I do not have paper copies of my bills, nor do I have paper copies of any statements as I elected to be setup on Electric bill for my utilities, my bank, credit cards, etc, just like most of your other Amazon Sellers have elected to do. I never signed up with Amazon under a business, nor do I own a business, so there would be no business license to show you. I sent you PDFS of my electronic mobile bill, my electronic electric bill, a picture of my driver's license, my electronic credit card statement, and my electronic bank statement which was legible. I also verified my address, after entering the pin number you sent via mail which was approved by your system, and now you are telling me I have to show you actual paper copies during a telephone conversation which I do not have since it is all electronic. I don't understand why I am being discriminated against, and why I am being asked to submit the same documents you already have? You are requesting a video call for paper documents, but all of my documents are electronic. Please explain why you accept electronic documents from others, but I am not allowed to furnish my electronic documents? This is not considered enhanced security. I already followed the proper procedures and provided the requested information needed by law according to your guidelines. Legally I am allowed to request electronic statements/documents. The mobile bill also had my email and address on the 1st page of the 15th page I sent to you. I also highlighted the address on the electric bill for you to see since you falsely claimed it was not on the bill. Why are you asking for the same documents and discriminating against me? What else will you need since all of my bills/statements are electronic?

Sincerely,

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

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