Business Profile

Ecommerce

Amazon.com

Complaints

This profile includes complaints for Amazon.com's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

58,592 total complaints in the last 3 years.
22,020 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:10/12/2022
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.
, A few disclaimers: We are musicians/ASCAP that share the Amazon deliveries sent to this address and this is a NEW AMAZON COMPLAINT though it was rooted in the last one, about Amazon refusing to pick up a big package blocking the front door. The complaint as follows concerns a. "Amazon card" with ************** that hides a 25 percent APR to after the card is signed up for, when like most people, we are privy to credit cards with one year free APR so this card is a scam and was canceled. b. Amazon is violating their A to Z and refund/return policy that guarantees a refund on returned items for 30 days. So in light of this contractual violation, we disputed the charge with Synchrony that are crooks and are still trying to bill, even though Amazon malicously refused to pick up the return so they could harass, and dishonestly charge. c. We are entitled to the refund by contract whether Amazon picks up the item or not so they need to apprise Synchrony that the charge has been voided, as they have issued a refund, otherwise, Amazon is attempting to steal money! Is this the way Amazon treats 20 year long loyal customers?
Business Response
Date: 10/25/2022
Hello,

I am ***** from Amazon account service team. I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB.
We received your email regarding the order 114-9085712-5688247.Unfortunately we will not be able to accommodate your request for refund until the merchandise is returned.Please find the seller's response below:
The customer placed the order on August 4th and we shipped it on August 5th. Tracking number ************ shipped by carrier ****** Shipments can be tracked using this link: https://www.fedex.com/fedextrack/?trknbr=************&trkqual=12024~************~FDEG
First, according to the tracking information of the order, the package was delivered to the correct address La Jolla, ** on August 6th. Please investigate the chargeback as the order was delivered before the estimated delivery date. Please reject this chargeback.
The second reason for our request to reject this chargeback is that we have stated on the listing that the chair needs to be assembled, and also clearly marked the size of the chair, so we did not send the wrong product to the customer. You can see from this link: https://www.amazon.com/Recliner-Adjustable-Backrest-Footrest-Massage-Ergonomic-Recliner/dp/B09QCW6V9F/ref=sr_1_5?crid=1H1YTKTDUNKD2&keywords=Aiho+chair&qid=1661304395&sprefix=aiho+chair%2Caps%2C409&sr=8-5
The third reason is that we have agreed to the customer's return and promised to provide him with 2 prepaid labels to send the chair back to us. But the customer didn't confirm his address information for us and has been asking us to donate the chair to the driving safety organization that he works for. So we can't apply for the repaid labels for him now. But we promise that once the customer sends the chair back to us, we will refund the customer immediately, and he does not need to bear the return shipping cost. Since the chair does not have any quality problems, according to our company's return policy, we need customers to send the chair back to us. Hope you can understand and reject this chargeback.

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

*****
Customer Answer
Date: 10/25/2022

Complaint: 18203569

I am rejecting this response because: What a nightmare ordering from Amazon partners, especially if it turns out they are in *****, and their English is not good!
We are 20 plus year customers with Amazon, and they have the audacity to now, be adding even more huge loss of work damages, to their failure to observe
their contract A to Z refund policy by coming up with more dishonest ways, such as citing spurious excuses and lies from their ******* partners! Here is the facts
of this case. 1. Here is the facts: 1. We did not know we were buying from an Amazon "partner" as Amazon acts unethically about their partners trying to use them as an excuse whenever possible like the ***** one now. When the customer pays ********************** directly and not their partner, Amazon is legally obligated to contract as they took
the money, so quit with lame partner excuses, most unethical Amazon as is 2. We do not recall what carrier delivered the chair, as we never saw it when them
left it out on the sidewalk as they did not want to lift the heavy box up the stairs! 3. The chair was a bd fit, so we requested a refund and return per contract 4. Found out the chair was sold from ***** and then began weeks and weeks of their antics and excuses, until the finally emailed:
We are so sorry that the repaid labels were failed to attach to the last message. And we try to attach it to this message again. Please check it. The tracking numbers are 1Z0019850390126025, by ***.And we really hope you can understand that we couldn't arrange *** pick up cause we are in *****. There is 12 hour time difference between us. It means that our day is your night, and the *** is already night when we work. So hope you can understand that we couldn't call *** to pick it up. (This is a lame excuse as they could always call another time and Amazon was informed abo
3. So somewhere withing all this, came the *** (they were reported to BBB too) malicious attack, refusing to pick up the chair with the 1Z0019850390126025 even though
it has become a safety hazard blocking the front door entrance and we called *** and Amazout this!)
n Day after day about picking it up, but they maliciously refused causing huge loss of work damages, an HPO organization fine, and eventually having us to pay $100 to have it

towed away. The ******* refused to phone *** about this, and contrary to ***** letter, ***** was not involved in this! When the ***** would not pick it up or request that *** pick it up, then we asked if they want to donate it, but they would not arrange for the pickup or help with *** pick up, and neither would Amazon the breached contact forfeiting the pickup while still owing the refund. Both ***** and Amazon were given a week to fulfill their obligation to pick up the return item, and even though it was causing as safety hazard to a 20 year plus customer, ********************** would not help out with the fact that *** was in a malicious conspiracy to refuse to pick up the item, instead lying to use every day that they would pick it up thusly causing huge loss or work and pain and suffering damages fines and extra expense!.
Bottom line, Amazon/partner refused to pick up the return, even though it finally had a proper tracking number and shipping label, has for months breached contract that provides us the refunds whether they want the item returned or do not want it back and they did not want it back, proven by their refusal to pick it up for over a week, and so without any doubt owe us the $200 refund money (which they will credit do the partner crooks ************** where it was charged so they can stop the delete this charge). The fact that Amazon has acted dishonestly. breached contract. caused huge damages, and continues to act dishonestly causing further damages, also means that they should provide a gift card restitution for say $500 that hardly covers the h*** on earth they caused 20 year plus customers with the above, that will never buy any gig object from Amazon again. Quit increasing the damages Amazon on this abomination and get honest!

Sincerely,

*************************
Initial Complaint
Date:10/12/2022
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.
Im an Amazon seller (ID *************** that was scammed by a service provider, resulting in account suspension, loss of revenue and $30k in inventory. No one at Amazon has considered helping with the situation & all my appeals have been rejected with no option for recourse. The scammer advertises what sound like setting up proper sourcing for ungating certain brands. Turns out he was just making fake invoices & supplying them to Amazon. He did this without my ************ had no way to know he would do any of this. I accepted full responsibility in appeals to Amazon, providing a plan for reinstatement that involved better standards in vetting service providers. Luckily this didnt affect my customers or the brand I tried to ungate. I need Amazon to realize the fact that I simply got scammed & did not create or submit the forged invoice. I need help to draw understanding from Amazon to reinstate my account, recover ********************
Business Response
Date: 10/14/2022
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.

Customer Answer
Date: 10/28/2022
Hello,

I apologize that I missed the 7 day window for the response for ************************. I dont accept the response I receive. Please review our appeals again- they indicate that a service provider uploaded fake documents, not me. I was scammed and I'm not sure why Amazon is not willing to help me after what I've detailed to them. This scammer has completely ruined my business. I'm offered no option for recourse after being taken advantage of. Don't you have a way to help protect sellers from scammers that could potentially damage buyers and Amazon?

Thank you,
**********************
Initial Complaint
Date:10/12/2022
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.
On September 30th 2022, I received an email stating that my account had been closed for due to having another account that had been previously closed. This didn't make sense to me, and I was immediately suspicious, as I have never used another Amazon account nor is there anyone else using mine. The email said that if I would like to appeal this decision and reach an account specialist to reply to it, so that is what I did. However, upon doing so, I received an automated message saying that after a "thorough review" my account was not going to be reinstated. Right off the bat, this left a bad taste in my mouth. Why give the option of trying to appeal the decision if nothing is going to be done about it anyways?After this, I called customer service. The man I spoke to said that there was nothing he could do about the situation except escalate it. After speaking with him, I received an email saying that my account was under review and that I could expect to hear back from an account specialist in ***** business hours. A WHOLE WEEK went by and I didn't hear anything from Amazon. I ended up calling again customer service again, where I was once again told that I could expect to hear from the department in charge in ***** hours. This time, I did hear back, except that I was hit with the exact same automated message that I got on day one saying that my account will not be reinstated. This whole experience has been incredibly frustrating. Not once have I spoken to someone who has been able to help me. With the amount of automated messages I've gotten, it makes me wonder if my case even made it to an account specialist at all. I didn't receive any warnings prior to my account being closed, and I still have no answers as to why it even happened. I'm worried that my account was compromised, but for some reason Amazon doesn't share these concerns. This whole experience has made me completely lose my trust in this company.
Business Response
Date: 10/14/2022
Hello,

Amazon reserves the right to refuse service, terminate accounts, terminate customer rights to use *******************************************, remove or edit content, or cancel orders at its sole discretion.

We removed this customers access to their buyer account on our site. We took this action because an investigation of their account indicated that the customers buyer account violated our terms and conditions.

Due to the proprietary nature of our business, we do not provide details on our investigation methods.

We notified the customer of this decision by email on 14th October 2022.

Sincerely,

********
Amazon.ca
Customer Answer
Date: 10/14/2022

Complaint: 18203337

I am rejecting this response because:
I have never had another Amazon account, other than the one that was closed, which is the whole reason why I filed this complaint to begin with. The fact that I'm my account is being closed for being associated with another closed account makes no sense! If another account was made with my name and information, it was done without my knowledge.
If there's any way I can prove that then please let me know, because I rely on Amazon for a lot of its services, and I'd appreciate having my account back. I'm still worried that my account was hacked (especially since my ******** was also hacked recently) and one of the customer service reps said that there was suspicious activity in my Amazon account, so I need this to be taken seriously.

Sincerely,

*************************
Initial Complaint
Date:10/12/2022
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.
We have been trying to appeal our Amazon selling account deactivation for months and the replies sent by Amazon confirms they are not reviewing the information we have been submitting. Amazon has repeatedly asked for documents to show proof of non-infringement, even though our appeals are admitting that we did unintentionally infringe. Let me repeat that, even after taking responsibility for the violation, then submitting an effective plan of action, the appeal is denied, because we cannot provide something to show we did not do what we are admitting we did. That type of response has left us with the impression that the plans of action we have been submitting are not being reviewed very carefully even though our entire business is at stake.We are stuck between a rock and another rock with no way out. We address the violation, but we need something to show we did not violate anything. How can that be done? This is the one task that seems to be preventing us from having our account reinstated and we need your help in resolving this.
Business Response
Date: 10/27/2022
We have reviewed this sellers account and require more information to complete our review. We have requested the necessary information from the seller via email on 10/27/2022. Thanks, Amazon.com Seller Performance
Customer Answer
Date: 11/01/2022
Complaint: 18203482

I am rejecting this response because:
Its not including a resolution.
Our company Amazon Mexico, ********************, ***** and ************ Selling account still suspended.
Amazon not properly reviewing our appeals, they holding our company funds.
Amazon.com.mx Selling Account
Merchant ID: *************
We have been trying to appeal our Amazon selling account deactivation for months and the replies sent by Amazon confirms they are not reviewing the information we have been submitting.
Amazon has repeatedly asked for documents to show proof of non-infringement, even though our appeals are admitting that we did unintentionally infringe.
Let me repeat that, even after taking responsibility for the violation, then submitting an effective plan of action, the appeal is denied, because we cannot provide something to show we did not do what we are admitting we did.
That type of response has left us with the impression that the plans of action we have been submitting are not being reviewed very carefully even though our entire business is at stake.
We are stuck between a rock and another rock with no way out. We address the violation, but we need something to show we did not violate anything. How can that be done? This is the one task that seems to be preventing us from having our account reinstated and we need your help in resolving this.

Sincerely,

Esat Kucukigridere
Business Response
Date: 11/22/2022
Hello,

We have reviewed this sellers account and require more information to complete our review. We have requested the necessary information from the seller via email on 2022/11/16.

Thanks,
Amazon.com Seller Performance
Initial Complaint
Date:10/12/2022
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.
During a customer service chat with **********************, they instructed me that I can "donate or dispose" of the item and "refund done successfully". I donated the item and the refund has not been credited to my account almost a month later. Please see the attached customer service chat below. Continuous conversations with Amazon yield no results. The amount of the item is $2043.99.
Business Response
Date: 10/13/2022
Hello ****,

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

I am sorry to hear of your concern on the Order ID: ******************* that you have shard with us and have reviewed the issue.

A full refund was requested on this order on Wednesday, October 12, 2022, you should see it in the next 3-5 business days.

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

Regards,
Raman R.
Amazon.com
http://www.amazon.com
Customer Answer
Date: 10/18/2022

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:10/12/2022
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
January 2017 I cancelled the Amazon Store credit card July 2022 someone made a $16 purchase on the card August 2022 another $16 purchase was made Aug. 5th I received a statement by email stating I owed $16, I ignored it because it looked suspicious and that card was cancelled 5 years ago They email another statement 9/5 saying I owed $50. I called the company that day. They could not tell me what was purchased and there were no purchasing on my amazon account for $16 on those days. They said that they would cancel the card again and make a claim with the fraud department. They did not.There have not been anymore charges however they continue to attempt to collect money from me
Business Response
Date: 11/01/2022
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 unknown charges on your Amazon Credit Card. Ive checked the transactions on your account and couldn't find any charges for $16. Since the credit card in question is not listed as a payment method, I am not able to investigate further. To assist you better, we would request you to help us with charge IDs on your statement.

Amazon descriptors will now also include a unique nine-digit Charge ID, which is linked to the charge for your order, or subscription.

Using the Charge ID, our customer service team can now help answer your questions about an unknown charge, in a much shorter time.

For more information about identifying unknown charges on your statement, visit:

https://www.amazon.com/bill

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:10/12/2022
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 ordered a red dress from amazon online. They told me that the dress is delivered to the mail room. I asked them to show me the picture And it was not their. I asked them to show me a picture of it being delivered in the mail room and they refused and said they could not do that. Witch they take pictures of where the package left I have had several dresses delivered to the mail room with no problem. They are refusing to give me my money back or replace the dress. I am a college student and can't afford to pay for something that I did not get. This is unexceptable
Business Response
Date: 10/13/2022
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.

I'm sorry for the inconvenience caused to you with your Amazon order. 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
Customer Answer
Date: 10/13/2022

Complaint: 18202784

I am rejecting this response because:

Sincerely,

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

the email address on the account is *******************
Business Response
Date: 10/21/2022
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.

We sincerely apologize for the inconvenience caused by this situation. I have reviewed your previous correspondence and I empathize with your frustration in this matter.

As shared in the previous correspondence, Based on the results of our investigation, we wont be able to provide a replacement/refund for this order at this time. Amazon.com is not 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.

The carrier was Amazon logistics, we're happy to help you over the phone. Please visit the following link, enter your phone number through the Phone tab, and we'll call you:

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

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: 10/24/2022

Complaint: 18202784

I am rejecting this response because: I I contacted Amazon logistics and I guess Amazon flag my account which means I cannot get any credit for the item that was misplaced or missed delivered, or stolen by their workers, which I think its just a bunch of baloney. I am not agreeing to the to the response. I want this to get resolved, but I dont think its going to ever get resolved because a flag my account on
Sincerely,

***********************
Initial Complaint
Date:10/12/2022
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.
The Oho video sunglasses did not work and Id like a refund. I mailed in the defective sunglasses but never heard from Amazon and I did not get my refund.
Business Response
Date: 10/13/2022
Hello **************************,

I'm Arun 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 the complaint and understand your concern regarding return refund for the Order ID: *******************.

I've checked and see that there is not return tracking on the return labels.

I'm sorry, we'll not be able to take any action regarding the refund until the return tracking shows delivered.

If there was any alternative, we would have surely helped you further.

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

Regards,
Arun

Amazon.com
http://www.amazon.com
Initial Complaint
Date:10/12/2022
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.
. This is regarding their shipping method that prioritize **** in my area. This is a continuous ongoing problem for the last few years that is resolved only temporarily but then it starts all over again within a few months. I live in a rural area without direct delivery to the address and most packages, especially large ones are rarely delivered, most often one has to pick it up at the ************ I've just had to pick up 2 packages yesterday, Sep. 11, and waited an hour for my package, not to mention half hour drive each way. I shop on Amazon for convenience and this takes too much of my day when I work at home. Since my last complaint, they started to deprioritize **** but now they're starting to send packages, especially large ones which is a bigger problem because it has to be picked up, by **** again. I need them to be accountable and keep their word when they said deprioritization did not expire. When I call, I always get the same answer that they can do nothing to help me.
Business Response
Date: 10/13/2022
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.

I'm sorry for the inconvenience caused to you with **** carrier for your order #***-3655901-9634614. Because youve had repeated issues with ****, we have made other available carriers have priority to deliver to your address. However, de-prioritization doesn't permanently remove a carrier from being assigned to a particular address.

Please keep in mind that:

Giving priority to other carriers doesnt guarantee that this carrier won't be chosen in the future.

This change is specific for a particular shipping address. If you send items to a different shipping address, the carrier might be chosen to deliver the package. Note: making changes to the address in your account , like adding a new phone number or updating the name, will result in the priority lowering request being deleted.

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: 10/13/2022

Complaint: 18201967

I am rejecting this response because: I have not made any changes to my address or contact info on Amazon.com. And it is more recently Amazon began sending increasing number of packages through ***** especially larger packages whereas smaller packages would be delivered to the door via UPS. This completely counterproductive since larger boxes are almost always undeliverable and require for the customer pick up. Is ********************** not able to distinguish different package characteristics and make appropriate delivery choices that're efficacious for the customer?

Sincerely,

***************
Initial Complaint
Date:10/12/2022
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, I am writing concerning the Handmade category in my account. Earlier, Amazon asked for the information and I provided it in the appeal (see file "Appeal.pdf") and backed it up with photos. Lately I also attached videos with me and my production process. Unfortunately, I can't attach the video here because the file format doesn't allow it. I emailed with these information to [email protected] as requested by Amazon. But this is the third time I've been rejected with no reason given. I have fulfilled all Amazon's requirements, provided all the answers to the questions and also sent a video of me showing in detail the process of making candles. I would be insanely grateful if you would restore the handmade category for me. I enjoy my business dearly and want to continue to sell my candles to people. Best wishes!
Business Response
Date: 10/15/2022
Greetings from amazon.com,

After reviewing the seller issue, the seller will need to provide the appeal with images and a video (of the creation process) to the appeals team to get approved.

The information needs to be sent here: [email protected] in the mentioned formats.

Regards
Customer Answer
Date: 10/18/2022

Complaint: 18201847

I am rejecting this response because:

I have already sent an appeal, photos, and video to the specified email [email protected] 3 times. I have fulfilled all the requirements that were specified in the notification. But I get the same response each time (see file_33088.jpg).
There is no reason in the message to reject my appeal or the photos and video.
I am attaching some screenshots from my videos to this letter. In the first video, I recorded myself saying all the necessary information about my account to confirm my identity (see file1.png).
In the second video, I recorded the process of how I boil paraffin for a candle, with all the necessary ingredients next to it (see file2.png, file4.png).
I hope you can help and that Amazon will carefully consider my letters with videos and photos.

Sincerely,

*****************************
Business Response
Date: 11/03/2022
Greetings from Amazon.com.

Dear BBB,

We understand that the seller is concerning because the handmade feature was removed from the selling account, and the seller has appealed 3 times with all requirements and the seller's appeal is still not approved. Understanding the importance of the business, we have investigated this issue and found the following.

The seller's appeals have not being approved because not enough/valid information has been provided. In this case, from the seller's provided images and videos, the dedicated team was not able to see the seller's brand logo/ business card anywhere.

Please advise the seller to follow the below instructions when sending the correct information to our appeals team:

1.   Creation process and methods of ASIN B099FJD15B.
2.   Images should show the creation process described in point one.
3.   You must show your store name / business card physically present on each image. You can show this next to your item in a table for example. *This allows us to confirm authenticity.
4.   Valid formats are .jpeg / .png / .mp4. Please note that we cannot accept links to photos or videos stored in personal cloud storage sites such as *************** Drive, or ********* OneDrive.

Please advise the seller to send the required details to the email [email protected] one more time, following the above instructions.

Best Regards,

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