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

58,659 total complaints in the last 3 years.
22,071 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:09/15/2022
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 9/4 I placed order 114-0350282-7677856 with free shipping & returns for prime ****************** on 9/8. But once purchased the delivery date changed to Fri 9/9. The package didn't arrive on 9/9 & I contacted the Amazon seller who stated a new delivery on Mon 9/12-4 days later than expected. The item was needed for the weekend. The seller stated nothing could be done. When the item was purchased free shipping & returns were advertised. When the return label was printed, a message stated shipping would be charged unless the item was improperly described or broken. I don't know if it was properly described, the item wasn't removed from the box but it was 4 days late. I looked inside the box to make sure the item inside was correct before returning the item via *** as I lost confidence in this seller. The seller also wants to charge a 20% restocking fee for the broken seal on the box for an item that was NEVER removed from the box. No mention of a restocking fee was on the invoice or initial website order. I contacted Amazon on 9/14 to explain the falsely advertised situation. This seller no longer sells the item so I can't show free returns advertised. I was told to call the seller, what? Does't Amazon represent their company and deal with THEIR sellers? I escalated the call and was on the phone for 44 minutes and finally received an agent, ****, claiming to be on the Leadership Team. He talked over me, contested my integrity, made fun of me and after holding without any resolution for 44 minutes **** disconnected the call. It is wrong that Amazon does not mediate a fair customer complaint & unfathomable that an **********************'s agent, an alleged supervisor offered NO resolution but rather talked antagonistically for a full 2 minutes before disconnecting the call. I want the shipping fees refunded, the restocking fee annulled, and the call pulled and listened to by management. Please note the screenshots of invoice, email and seller communication.
Business Response
Date: 09/22/2022
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 disappointment caused due to the delay in delivery of order for "BLUEAIR Air Purifier for Allergy & Asthma Reduction in Medium/Large Rooms, HEPASilent Technology with Dual Protection Filters, Removes *****% Pet Dand".

I've checked and see that the order has already been refunded in full. A refund of $290.20 was processed to the original payment method on September 19, 2022.

Regarding free return shipping; Your return shipment is free of charge in some cases. If you return an item using the return label provided in the ************** and the reason for return isn't a result of an Amazon.com error, the cost of return shipping will be deducted from your refund. If the seller offers a prepaid return label for a return reason that isn't seller or Amazon error, the return shipping fee may be deducted from the refund amount.

It looks like the seller had issued the refund as the order is not delivered on the promised delivery date.

I hope this helps. We hope to see you again soon.
Regards,

**************
Amazon.com
http://www.amazon.com
Initial Complaint
Date:09/15/2022
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.
I ordered on June 5, 2022 with Order #***-5333163-3317013 Items Ordered1 of: ***** ****************** Foil Razor for Men with ProLift ***** ******** ************************************* Atelier Black For the $249.94 plus tax in the amount of $17.50 for a total of $267.44 That order was not received. I called amazon and they sent me another ORDER # ***-4011868-8775445 1 of: ***** ****************** Foil Razor for Men with ProLift ***** ******** ************************************* Atelier Black To replace the first.I returned order ORDER # ***-4011868-8775445 Amazon website states they received my item on:Return received. Processing your refund.Return received on: Jun 29, 2022.I have not been refunded $267.44 to an amazon gift card or my original form of payment. I have called Amazon 5 times about this each time they say they need to email me something to refund the money. I have never received an email. I am requesting my property back from Amazon or a full refund in the amount of @267.44 Thank You,***********************
Business Response
Date: 09/20/2022
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 refund for the returned order. I'm sorry for the inconvenience caused.

Upon checking on it, I see our team have requested for few details that are required for this refund request. I request you to please share those details within 60 days from original request which is 7/27.

Please reply to the email sent on July 27th with the following completed template to include both the questions and your associated answers:

Incident Report

1. Order number:_______________

2. Today's date. MM/DD/YYYY:_______________

3. Date return item was shipped. MM/DD/YYYY:_______________

4. How did you ship back your return? ************ etc.):_______________

For example: Did you take the package to a drop off location, or did you leave it outside your house for the carrier to collect.

5. Description of the item returned (item name, color, size, quantity, etc.):_______________

6. Have you experienced prior issues with returning items to Amazon?_______________

Once the requested details are received, our team will get this checked for an action right away. I've resent that email again today (Monday, September 19, 2022 at 9:19 PM (PDT)) for the ease of access and request you to please reply to that email with the above details. Your understanding in this matter will be highly appreciated.

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:09/15/2022
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 canceled my Prime account. A former employer as a holiday gift sent us a Amazon gift card balance of approximately $167.00. I asked to have a physical gift card sent to me in that amount or a physical check. They have refused.
Business Response
Date: 09/17/2022
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 refund for the gift card balance as a check or physical GC.

The gift card balances are not refundable and can not be transferred to another account or to a physical gift card(s). If you have already redeemed the gift card balance on the account and then closed your account permanently, the gift card balance will no longer be available for use as updated on our website under this link.

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

If you haven't redeemed/added that balance yet from the gift card provided by your employer, you may create a new account and redeem the balance there to purchase anything from our website.

If you have any other questions, 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: 09/22/2022

Complaint: 18033264

I am rejecting this response because:
It does not solve the issue. I will agree to re-open the Amazon account free of charge for one year in order to redeem gift card.

Sincerely,

*****************************
Business Response
Date: 09/29/2022
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 you would like to reopen the account however I'm sorry, as you previously requested to close your Amazon account, we are unable to reopen this account as outlined in the Close Your Amazon Account page:

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

I appreciate your understanding.

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: 10/14/2022

Complaint: 18033264

I am rejecting this response because: Without reopening the account I lose the $150.00 plus gift card. I wish to reopen the account temporarily to use the card and then close the account.
Why can't Amazon reopen the account and the gift amount should still be in my name.
Sincerely,

*****************************
Initial Complaint
Date:09/15/2022
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.
I am a programmer by trade (Penetration testing and Ethical Hacking until my illness, I now develop code for other developers on a per fee basis).I have been sick and bedridden for the past five years but decided to get back to work in order to feed my family.I ordered a CPU that arrived on time but missing the cooler. I went back to Amazon and ordered the cooler required for this CPU for $69.99. within five minutes, the order was canceled by Amazon. I said okay I;ll order a different one. Within three minutes my card was charged for the cooler although it was canceled by Amazon.After an hour with "support" they were rude and not helpful, only stating I need to buy another cooler and wait up to 30 days for the refund from the canceled order.I ordered a second cooler. The next morning, when it was scheduled to be delivered, I got another surprise; they had substituted a cooler for a less powerful CPU; but it wasn't due to ship until the next day. I canceled the order, or at leas tried; only to be told I could not cancel. I figured okay, I'll use this one for now, until five hours later when Amazon sends an email stating the order had shipped, and had been canceled. Now Amazon has every ***** of the little bit of money I had in the bank forcing me to wait up to 30 days for a refund, but refusing to ship the item I paid for.Amazon is not only extremely racist, but they steal from the poor. This was no error or mistake, this was an intentional bullying technique used by Amazon based on my ****************** and political beliefs.
Business Response
Date: 09/17/2022
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 *** cooler order. I'm sorry for the inconvenience caused.

Firstly I'd like to assure you that, Amazon provides equal supports to all our customers irrespective of their religion, race, gender or political beliefs. I understand you are upset about the bad experience you have had with us and I apologize for that. I've reported it to our team to get this checked for a necessary action.

Regarding the orders, I can see there are two different orders placed on your account for *** coolers in the recent past.

1. be quiet! Shadow Rock 3 (BK004), 190W TDP, *** **************1700/1200/2066/1150/1151/1155/2011(-3) *********************AM4
2. ARCTIC Freezer 34 eSports - Tower *** Cooler with Push-Pull Configuration, Wide Range of Regulation 200 to **** RPM, Includes Low Noise PWM 120 mm Fan

I see you have submitted the cancellation request on both of the orders and they were successfully canceled. The first one was canceled before it was shipped hence we have not charged you for it. The second one was canceled after the shipment was already done. We do not charge customers until the orders are shipped hence we have not received the payment for "1. be quiet! Shadow Rock 3 (BK004), 190W TDP, *** **************1700/1200/2066/1150/1151/1155/2011(-3) *********************AM4". You may see an authorization pending on your billing statement which will drop and reflect back as per your bank norms. Please contact the bank for assistance.

For "2. ARCTIC Freezer 34 eSports - Tower *** Cooler with Push-Pull Configuration, Wide Range of Regulation 200 to **** RPM, Includes Low Noise PWM 120 mm Fan ", we have received your payment because we shipped this order and later it was canceled and it is currently returning to us. The refund will be issued once this order reaches back to our fulfillment center. You will be notified via email once the refund is completed.

I appreciate your understanding and patience on this matter.

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: 09/17/2022

Complaint: 18033177

I am rejecting this response because:
I believe Amazon has grown too powerful.
A single mother I knew lost her life and I believe Amazon is partially to blame.
Amazon silences the voices of their customers they dont agree with.
I have seen it personally when they deleted 10 years of reviews and blocked me from reviewing my purchases based on my religion and political views.

Sincerely,

*************************
Initial Complaint
Date:09/15/2022
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 recently tried to sign in and your system demanded that I change my password. I don't want my password changed. There has been no breach. I have had no fraud. There is no reason I should change a perfectly good password that I already know.I'm closing my account.
Business Response
Date: 09/17/2022
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 you would not prefer to change your Amazon account password.

Your Amazon account carry a lot of sensitive information like your address and important data, so keeping the account safe is a major priority. One security tip for our customers is to constantly change your passwords to something new.

Amazon takes all security-related matters very seriously and your account security is our top priority. We have policies and security measures in place to ensure that your personal information remains secure. Request to change your password from time to time is one of them.

It provides a measure of security, so that no one else may login to place an order using your account without having your permission. Hence we request you to please setup a new password to increase the security of your account.

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: 09/17/2022

Complaint: 18032996

I am rejecting this response because:
NO Breach, no need. MY CHOICE. Sick of the excuses. Goodbye

**********************************************
Initial Complaint
Date:09/15/2022
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.
This is concerning ORDER # ***-5222202-4516247. I'm requesting a partial refund because some of the metal is bent and that is damage done by your fulfillment team, whether it's how it was stored or during travel. Nonetheless that's wear and tear, literally as you can see the plastic was torn, on the product. It's also bent at the top.DO NOT ASK ME TO RETURN THE **** AS I'M ASKING FOR A PARTIAL REFUND. PLUS I LIVE BY MYSELF AND AM UNABLE TO PACKAGE IT ON MY OWN AS IT NEEDS 2 PEOPLE TO CARRY AND I'M NOT THAT STRONG. I HAD TO DRAG IT IN MY HOUSE FROM THE PORCH!!!Also I had to cut the shipping box open just to get it out.I have already emailed pictures for what I received. If you need pictures I'll send them via email again because this BBB website doesn't upload all pictures properly and no one responds to help with adding additional photos.This is an expensive item why was it received in such a condition? Don't tell me that you all can't do partial refunds, I more than qualify for a partial refund especially with it also being bent in several places and bent at the top of the product and yet, wouldn't you know it, I'm still willing to keep it and use it! Should a customer pay FULL price for an item that's partially bent because of where your fulfillment center as stored it? Please let me know what kind of partial refund I can receive from this as I definitely qualify. Also, your customer service chat agents have gone completely downhill. They absolutely don't care and purposely wait you out instead of closing out chat so you can leave a review. That's why I'm coming here for this because I'm tired of your chat agents not caring. I just chatted with an agent that claimed that my information was forwarded to a "special" team that can handle partial refunds. LIAR! You all claimed that for a previous order issue yet 4 days passed and NOTHING!I have been a long time prime customer, lots of orders placed, this is how you treat us?! I hate Amazon!
Business Response
Date: 09/17/2022
Hello Ms ****,
.
I'm Abhishek 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're sorry to know about the issue with the order #***-5222202-4516247.

We can confirm that a partial refund of $32.93 was issued to your **** card on September 15, 2022. This refund will reflect in your statement in 3-5 business days.

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

Abhishek
Amazon.com
http://www.amazon.com
Customer Answer
Date: 09/21/2022
I wrote to the seller via Amazon and I got a very helpful response and the issue has now been taken care of.
Initial Complaint
Date:09/15/2022
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.
Hello, I ordered a Healthyline Advanced Infrared heating Pad from Amazon online. I returned it and they received it on 8-20-2022. They notified me that they issued a refund on 8-21-2022. Without my knowledge OR permission they put it in their gift card system in my name.After some time not getting it in my debit account that I had made they purchase with AND on tne return request form asked them to deposit my refund into, I called and was told about it being put in their gift card sytem.Upon requesting my funds being deposited in my debit account I was told I would have to deposit an additional $64.00 in that gift card account to do that. I made the deposit and was THEN told they could still not transferre the funds!Then I was told they only way I could get the funds out of their gift card system was to buy somthing with it. So on 8-30-2022 i deposited more money in that account so I could buy a TV that I did not need and immediately returned it with the instruction to put the return funds in my debit account.They did NOT, but instead put them in the gift card account, per their policy (I was now told).After much argueing on 9-13-2022 I received an unsigned email telling me a refund to my credit/debit card was processed. It was not! I was told that the email was incorrect and that their was no way they could do that.So here I am (upon advice from the FTC).I am 83 aand live exclusively on my SS so this money is very important to me, I feel like an abused senior citizen.Can you help me?Sincerely *************************** ********************
Business Response
Date: 09/17/2022
Hello *******,
.
I'm Abhishek 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're sorry to know about the inconvenience you've had with the refund for your order to your Gift card and with our customer service representatives.

Up on checking, I see that when you chose to return the "Healthyline Advanced Infrared Heating Pad" from the order #***-4612582-9291406, you chose an immediate refund ( $364.93 )to your Amazon account. This is why the refund was processed to your Amazon gift card balance. A partial amount from this Gift card balance was used to pay for the orders #***-7630672-1433019, ***-9759681-2158613.

As the Gift card was used partially we were unable to reverse the gift card to your payment card. Please be informed in order to reverse the Gift card refund, the complete amount has to be available in the account. In this case as the partial amount was used to pay for orders, we could not reverse the Gift card.

Further I understand that you've place an order #***************** for $65.84 Gift card. We've now reversed this balance to your payment card and this should reflect in 3-5 business days.

Regarding the refund for the original amount $364.93 to your Payment card, you need to return the items from the orders #***-7630672-1433019 , #***-9759681-2158613. Unfortunately both the orders are non returnable orders and therefore, we cannot reverse this amount to your payment card.

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

Regards,

Abhishek
Amazon.com
http://www.amazon.com
Initial Complaint
Date:09/15/2022
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 forcefully suspend my fbm offers now they want me to expensive products via fba not telling me exactly what document they need to give my fbm offers back Amazon employees are not answer me correctly want me to sell my products expensive This is cheat give my fbm offers back I don't want to sell expensive and loot people give my fbm back right now We will continue to keep your Amazon seller account deactivated to prevent harm to our customers, other selling partners, and our store. We will not consider your submission if your request does not provide evidence that you will no longer pose a risk.
Business Response
Date: 09/28/2022
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.

Sincerely,
Amazon.com
Initial Complaint
Date:09/15/2022
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,My account was deactivated in error on Amazon. My account was deactivated due to sanctions of the ** Government against ****** and occupied territories. The Amazon system considered that I and my business are located on the territory of ********, which was illegally occupied by ******* terrorists. But this is not so. I am a full-fledged citizen of *******. I do not support the occupation regime of ******. Therefore, as soon as I had the slightest opportunity to take my business out of the occupied ********, I immediately did it. Right now, my business and I have moved to the **************. Here is my current address: *****************************************************************************************, ******************************************************************************. To confirm it, I attached the following documents:-- My ************** Residence Permit;-- Notarized Lease Agreement;-- Utility Bill addressed to the landlord;-- Notarized Pay Stub.Thus, I provided all the necessary documents to prove that Im not a subject of ** Government sanctions.I want to express my deep gratitude to all the ******** people and Amazon, in particular, for your concern about the future of my democratic *******. I sincerely hope you and I can solve my problem as soon as possible to continue the war against ******* tyranny. Sincerely hope for your soonest reply. Many thanks for considering my request. Best regards, *****************************
Business Response
Date: 09/21/2022
Greetings from Amazon.com,

Hello, my name is ******** and I'm a member of the Amazon.com Executive Seller Relations Team. The Executive Team has received your email and requested that I research this issue and respond on their behalf.
I understand that you want to reinstate your account.
Thank you for submitting your appeal.
If you are appealing an action taken on your account, please submit your appeal by clicking the Reactivate your account button in Account Health (**************************************************************). If you want to submit additional information, click the View appeal button and submit additional information as requested.
If you are appealing an action taken on your listings for an intellectual property complaint or Amazon Listing Policy violation:
1.
Navigate to Received Intellectual Property Complaints or Listing
Policy Violations in the Product Policy Compliance section in Account
Health (**************************************************************).
2. Locate the deactivation record for the product listings you want to appeal.
3. Click the Appeal button next to the record to submit your appeal to reactivate your listings.
If you want to submit additional information:
1. Click the View appeal button next to the deactivation record.
2. Click the Submit additional information button to submit the information necessary to reactivate your listings.
If your Amazon seller account has been deactivated in accordance with section 3 of Amazons Business Solutions Agreement and if you believe there has been an error, please submit an explanation to ****************************************************** . Your explanation should include the following information:
-- Evidence or examples that demonstrate the refunds you have issued were requested by customers.
-- Evidence that you have sufficient funds in your account to cover the cost of refunds that you have issued.
We're here to help
If you have questions about this action, please contact us at
*********************************************************. Additionally, please
find general guidance for creating a plan of action at
*********************************************************** and please read our
Selling Policies and Seller Code of Conduct"
(****************************************************************).
Customer Answer
Date: 09/22/2022

Complaint: 18032439

I am rejecting this response because: My account was placed on hold. Therefore, I can not use the "reactivate" button, as Amazon Support described. I also submitted my appeal to the following emails:

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

Amazon indicated all appeals are considered within 1-2 days, but my appeal has been under review for over a week.

I want to remind Amazon Support that my account was deactivated due to sanctions of the ** Government against ****** and occupied territories. During the suspension of my account, I did not receive the Reference Number from Amazon. But the notification clearly stated that my account was put on hold due to sanctions. It was an erroneous deactivation.

I am not subject to sanctions in the legal field. I am a full-fledged citizen of ******* who is currently staying in the ************** legally. To confirm it, I attached the following documents:

My ************** Residence Permit (government-issued ID);
Notarized Lease Agreement at the following address: *****************************************************************************************, Uttoxeter, ****************************************************** (proof of my current address);
Utility bill addressed to the landlord at the following address: *****************************************************************************************, Uttoxeter, ****************************************************** (proof of Lease Agreement originality);
Notarized Pay Stub (proof of my current business address).

As you may see, my business and I are currently located at the following address: *****************************************************************************************, Uttoxeter, ******************************************************. It is the **************, NOT part of the russian-occupied territories of *******. The attached documents confirm it.

I am a citizen of ******* who is right now working in the **************. Thus, I am not the subject of sanctions since the subjects of sanctions, in this case, are citizens of ****** and self-proclaimed republics. My business and I are on territory controlled by the **************. Thus, my location does not fall under the object of sanctions since the object of sanctions, in this case, is the territory of ****** and part of the occupied territory of *******, where I and my business do NOT stay.

Based on the above, my account was placed on hold in error. Therefore, I request Amazon Support to review my appeal and attached documents, and reinstate my account. Thank you so much for your attention and participation.

Sincerely,

*****************************
Business Response
Date: 10/14/2022
Hello,

We have reviewed this account and the information provided. We have determined that this seller may not sell on Amazon.

Due to the proprietary nature of our business, we do not provide details on our investigation methods.
Sincerely,
Amazon.com Seller Performance
Customer Answer
Date: 10/19/2022

Complaint: 18032439

I am rejecting this response because: Amazon Support notified me through the internal system that they are able to reinstate my account but dont have enough information. Therefore, I would like to provide additional information. I attached the following documents to my complaint:

-- My ************** Residence Permit (government-issued ID);
-- Notarized Lease Agreement at the following address: *****************************************************************************************, Uttoxeter, ****************************************************** (proof of my current address);
-- Notarized Pay Stub (proof of my current business address).

I want to remind Amazon Support that my account was placed on hold due to sanctions of the ** Government against ******. My account was deactivated in error because I am not a citizen of ****** or self-proclaimed republics. My business is also not located in ****** or the self-proclaimed republics. I am a citizen of ******* whose business is currently located in the **************. Please, review my attachments to make sure of this fact.

My account contained the following address in the Business Address Section: *********************************************************************. As far as you know, the city of ******** is now under ******* occupation. After the occupation of the city of ********, my account was deactivated due to sanctions.

But, as you may see, my business and I are not located in the city of ********, which is under ******* occupation. My current address is on the Lease and Pay Stub. It is the following address: ********************* Farm, *********************, ********, Uttoxeter, **********************************************************************, the Amazon system mistakenly considered me the subject of sanctions since the Business Address Section contains my old ******** address, which I did not have time to change.

Based on the above facts, I request Amazon Support to reinstate my account, as I am a ********* citizen living in the **************. My business is also based in the ************** at the moment. The documents that I attached to my complaint confirm this fact. Thank you so much for your attention and participation.

Sincerely,

*****************************
Business Response
Date: 02/01/2023
Hello,

We have conducted a review and reinstated this account and an email was sent to the seller informing them of this decision on 02/01/2023.

Thanks, Amazon.com Seller Performance
Initial Complaint
Date:09/15/2022
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 filing a complaint against ******* (********/*******, not sure on how she spells her name), a supervisor that I spoke with regarding an Amazon Business purchase on September 14, 2022 at 4:05 PM PST.******* was extremely dismissive, disrespectful, unprofessional, and frankly - racist. She had zero empathy for the "next day delivery" order I had, and when I informed her that other retailers such as Target and Best Buy were able to provide the items same-day, she made a comment about using them instead. She then tried to connect me with Amazon Delivery Logistics, but I informed her that I had to leave the office and was unable to speak with them.The root of this complaint occurs here - she then slowly and purposely said "I need to connect you to Amazon Log-Is-Tics if it's about *****-Ve-Ry," speaking to me as if I was a child or a non-native English speaker. This is absolutely dastardly and uncalled for. She made me want to close our Amazon Business account, which I am the owner of, by the way. *******, or however she chooses to spell her name, should be disciplined harshly and coached for this indiscretion.
Business Response
Date: 09/16/2022
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 so sorry to hear of the aggravation during the interaction you had with our **************** Teams and have reviewed the complaint carefully.

We sincerely regret any misses on our side and I have requested the concerned supervisor to review the conversation in detail. Let me assure you, we take interactions of this nature very seriously and appropriate action would be taken.

I did see the order was intercepted in transit due to delays and was fully refunded. While we try to ensure that deliveries are quick and safe, in some cases we run into unforeseen situations.

Amazon Logistics handles specialized tools and has much better options to assist and intercede in such situations.

We sincerely appreciate your feedback in this matter and have forwarded it to the correct team internally. Unfortunately, I do not have any other information at this time.

Customer satisfaction is our top priority and we work with our carriers and delivery partners to continue to make improvements to our deliveries.

We hope you treat this matter as an outlier and we are able to offer better service going forward.

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: 09/22/2022

Complaint: 18032366

I am rejecting this response because: no apology or compensation was offered for the huge inconvenience. This Amazon agent ***** was also unprofessional and unkind.

Sincerely,

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

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