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

58,838 total complaints in the last 3 years.
21,959 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:08/11/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Amazon announced a drawing for a Dodge Challenger SRT Hellcat on 11/17/21. The winner was to be selected on or about 1/14/22. The winners name was to be posted at www.amazon.com/autosweepstakes until 4/1/22. I checked the website several times between 1/14/22 and 4/1/22 but never saw any posting. I contacted Amazon several times to inquire about the drawing but did not receive a response. I would like a response from Amazon as to why they have not replied. I also want to know who the posted winner is.
Business Response
Date: 08/15/2022
Hello ******,

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

I have researched your complaint and see the promotion that was available to sign up from the www.amazon.com/dodge webpage.

I regret our teams were not able to help you when you reached earlier on the issue and am sorry to hear that you seem to have missed the posting. I am afraid, we will not be able to provide any further information at this time.

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

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

Regards,
Raman R.
Amazon.com.
http://www.amazon.com
Initial Complaint
Date:08/11/2022
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I created a return for these items and Amazon said *** would come and pick up the box with these returns but they never showed up. I called ***, they were no help. I contacted Amazon and they were no help either and put me on to a voice call that is obviously not the right way to resolve this issue. I need *** DROP OFF labels for these items. The run-around is unacceptable. Why do you force customers to use *** pick up? They're useless.I expect Amazon to resolve this promptly.Return items are below:1- Tiffen 82F2 82mm Fog 2 Filter (ORDER # ***-1161938-0787445)1- FEELWORLD LUT7S 7 inch Field Monitor Ultra Bright ****nit Touch Screen 3D LUT 4K HDMI 3G-SDI Input/Output Full HD 1920x1200 IPS, Waveform Vector Diagram Histogram Ultra Versatile Combination (ORDER # ***-0596823-2045867)1- SMALLRIG Field Monitor Holder Mount with Cold Shoe for 5 inch and 7 inch Monitor, Swivel and Tilt - BSE2346 (Order# ***-1759656-0014610)2- Victagen Universal Smart Charger,Speedy ***** Battery Charger for 3.7V Batteries ***** Lithium Batteries ************************************ Battery (Included two***** ** Batteries) (ORDER # ***-7182282-2670601)1- SMALLRIG Quick Release Shoulder Plate for **** VCT-14 Tripod Adapter with Rosettes - **** (ORDER # ***-0596823-2045867)1- SmallRig Cold Shoe Mount Adapter (2pcs Pack) with 1/4"-20 Thread for Camera Cage Flash LED Moniter - **** (Order# ***-1759656-0014610)1- Clear Label Protector,Clear Packing Seal Lable,2.5X3 Inch Transparent Tape Adhesive Stickers,500 Pcs (ORDER # ***-1420557-1392239)1- **** Professional XQD G series 120GB Memory Card (QD-G120F/J) (ORDER # ***-7801034-1482605)2- LUID X2 Brass 52mm to 77mm Step Up Filter Ring Adapter 52 77 Luzid (ORDER # ***-1420557-1392239)1- SMALLRIG Universal Quick Release Tripod Adapter Plate for **** VCT-14-2169 (ORDER # ***-0596823-2045867)1- SMALLRIG Rosette Handle Kit with Rosette Extension Arm for Camera Shoulder Rig Support - **** (ORDER # ***-0596823-2045867)
Business Response
Date: 08/21/2022
Hello ****,

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

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

I've checked all the orders and see that you have been issued a *** drop off label for each of the order. Once the items are returned, you will receive a refund.

It usually takes upto 14 business days from the date of shipping for the return to be processed and refunded.

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

We look forward to see you soon.

Regards,
Praveen M
Amazon.com.
http://www.amazon.com
Initial Complaint
Date:08/11/2022
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.
On Sunday August the 7th, Amazon decided to lock my business account. I do not understand as to why my business account was locked. I had just added an Amazon gift card balance of $200 to my business account. I tried to reply back to the e-mail to provide them with the statement that they were requesting from my bank to show proof of ownership of the card but the e-mail was undeliverable. I have contacted Amazon several times via phone call and chat and they keep telling me the same thing that they're going to forward it over to an Amazon specialist but no one ever gets in contact with me and when they do I can never seem to reply back to them directly with my information. If someone from Amazon could please get in contact with me directly because I have a $200 balance on my account and my account is locked for no reason whatsoever. I'm a business customer and I am trying to unlock my account as soon as possible.
Business Response
Date: 08/25/2022
Hello,
We have reviewed the customers buyer account and require more information to complete our review.
We have requested the necessary information from the customer via email. We sent this request to their registered email address on 8/25.
Sincerely,
*********
Amazon.com
Initial Complaint
Date:08/11/2022
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Greetings of Peace!I am *******************************, the registered owner of Amazon seller account One Shop Away. I am writing to request your help to reach out to Amazon and to review the appeal I have been sending recently because my account was deactivated in error because of allegedly submitting an invalid Fulfillment by Amazon (FBA) reimbursement request for missing itmes from inbound. I created appeals to address the issue but I am not receiving positive and acceptable response.I sent several appeals recently to address the issue against invalid Fulfillment by Amazon (FBA) reimbursement request for missing itmes from inbound. In all my appeals, I outlined greater details of the root causes, corrective actions and preventive measures. I also remodeled my business to ensure that I will not be violating Amazons policies but I still have no luck. I called Amazon several times but I cannot get much information. I have sent all the documents requested but they are still not sufficient to reactivate my seller account.I am hoping that you can help me reach out to Amazon and review my appeals, and to reinstate my seller account or at least get more information that I need to complete the account reinstatement. I am hoping for a positive response so I can continue selling on Amazon.Thank you.Respectfully,******************************* One shop **************************
Business Response
Date: 08/22/2022
Hello *****,

We reviewed the information you provided and completed the review of
your account. We have decided not to reactivate your account due to
violations of our FBA Lost and Damaged Inventory Reimbursement Policy.
Funds will remain blocked and you may appeal for funds after 90 days by
writing to [email protected]
We may not respond to further emails regarding the status of your
account.

For more information, please view our FBA Lost and Damaged Inventory
Reimbursement policy:
https://sellercentral.amazon.com/gp/help/200213130.

Sincerely,

Seller Perfomance Team
Amazon.com
Initial Complaint
Date:08/11/2022
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I ordered an item from Amazon (EF ECOFLOW River 288Wh ************** Station) as a Lightning Deal on 7/13/22 but the product was never received. On Amazons website, it said my order was probably lost. I chatted online with an Amazon associate on 7/30/22 and was told a refund would be issued for what I had purchased. I was told to reorder the item and that Amazon guarantees that the difference between the replacement and the item not received ($53.50) would be refunded to me. I, therefore, reordered. When I called on 8/5/22 to ask about my refund of the $53.50 difference, I was told that another department had to handle this and that an email would be sent to be informing me how the issue would be resolved. Later in the day, I received an email which stated that Amazon would not refund the $53.50 difference as they had originally promised me. I replied to Amazon, restating the issue and the promise Amazon had made. I then received another email from Amazon saying they do not price match, never mentioning the guarantee they had given me. I responded indicating that this was not a price match issue as Amazon was the original vendor (who had lost my item) and both orders were placed with Amazon. Several emails back and forth followed - Amazons emails were from different individuals, all basically saying they would not refund me my $53.50 and refusing to acknowledge the issue. My emails all restated the issue and the promise made by Amazon. I pointed out to Amazon that this issue was all due to their losing my product and my having to re-buy the product at a higher price for which I was guaranteed a refund of the difference. Nothing has been resolved.
Business Response
Date: 08/18/2022
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 inconvenience you've had with your recent lost order #***-7977494-2373817 and for the experience with our customer service.

As a one time exception, I've issued a refund of $53.50 to your payment method associated with the order. This refund will reflect in your statement in 3-5 business days.

Please be informed in future, we'll not be able to issue a refund for the price differences.

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:08/11/2022
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I received a gift from my registry which I returned. The email for the return states a refund would be issued 2-4 hours after the item was received. The item was delivered on august 8th and it is now 3 days later. I spoke with customer service who stated it would actually take two weeks for the refund. He then connected me with customer service over the phone, who hung up on me. I then had to call back, when talking with a new customer service agent, I started to explain the situation, after ***** seconds of explaining the situation, she just hung up. Every person I speak with from Amazon gives me different answers about when I can expect my refund. And this is the second time this is happening to me. The fist time I dealt with this was earlier this year, and it took 5 different people over the course of 4 days to finally get an answer and a refund.
Business Response
Date: 08/16/2022
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 disappointing experience when you contacted our customer service regarding the status of your gift return.

The tracking information which shows delivered only indicates that a package has been delivered. However for the return to be considered as "return received", our returns center needs to process the contents of the package. Hence a refund will not be issued immediately after the return tracking shows delivered. Once the package is delivered, it might take up to 3-5 business days for our returns center to process the return and issue refund. It looks like that is what happened in this case.

I see that a full refund of $45.35 was issued to your gift card balance on August 12, 2022.

For the disappointment this whole situation may have caused; I've issued a $25.00 promotional credit to your Amazon.com account, which will automatically apply the next time you order an eligible item sold and shipped by Amazon.com. Your promotional balance doesn't appear in Your Account, but will always display at checkout when you place an order through the Shopping Cart for an eligible item shipped and sold by Amazon.

The promotional credit 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.

If you place a 1-Click order for eligible Kindle books or other digital products sold by Amazon Digital Services, the promotional funds will apply to your order automatically before another payment method is charged. The promotion will not apply to digital game and software download orders from Amazon.

For more information about promotional credits, including the terms and conditions of use go to:

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

We hope to see you again soon.
Regards,

**************
Amazon.com
http://www.amazon.com
Initial Complaint
Date:08/11/2022
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
This is the second time I order Apple Airpods pro *** and arrive empty. The order was in a plastic bag on the front porch, when I opened it I came to the surprise that the box was empty. The first time I ordered the headset happened the same thing. I reached to amazon this time and they told me that I was going to be reached by email. I got an email saying that I was not going to get a refund or replacement, that I needed to check with the local authorities. So I don't understand why they sent an empty box and I am supposed to file a police report. I want a replacement or my money back. The last associate to who I spoke with was extremely rude and unhelpful and he ended up closing the chat. I file a police report, and I am attaching email from Amazon as well and how the associate spoke with me. I have been having lots of problems lately with Amazon and it has turned upsetting. On the email I got from amazon said to also contact the carrier? I have no idea who the carrier is, and certainly I have not nominated it.Again, I want my money back or a replacement. This was ordered for a friend and basically he has a charge on his card and a very expensive empty box. During all this year I have been having tons of problems with Amazon.. nothing compared to the past. Most of my orders arrived damage, or get something else. I dont know if they have been hiring new people and dont understand the process or what but I am very disappointed on the service.Attahached:- Police Report Filling : https://secure.coplogic.com/dors/en/filing/showprintablereportdynparam=1660245505226 - Screenshot of the last associate I spoke with - Picture of the empty box - Email sent from Amazon Thank you for the help!Regards,
Business Response
Date: 08/15/2022
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 about the Order ID: *******************.

I've checked and see that the appropriate team has rejected police report that you've submitted as the report filed at the station had incorrect complaint.

As per the report, it was robbery committed by the driver during transit which is incorrect.

Please file a police report for the missing item from the package.

Regards,
Arun

Amazon.com
http://www.amazon.com
Initial Complaint
Date:08/11/2022
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.
Order 112-8430890-3283432 was placed via Amazon.com on the 24th of May. The mail provider they used is ***** The package showed as delivered, but I never did. The item cost is $549.00 for a Beyerdynamic DT **** Pro Open Studio Headphones On the 3rd of June I contacted Amazon support and they stated that the item showed as delivered and they could do nothing about it. I contacted **** and they mentioned they couldn't confirm it was delivered, with a picture or signature. The item was sent to a freight forwarder address. Amazon's policy for freight forwarders does not state you can't use a freight forwarder. They just say Amazon is only responsible for the initial delivery and not what the freight forwarder does:https://www.amazon.com/gp/help/customer/display.html?nodeId=********* I have a written statement by the freight forwarder, ************ in *****, MIAMI that the package never arrived at their address. I attach. Amazon support stated I should email [email protected], which I have in Tue, Jul 12, 9:19 AM and again on Wed, Jun 29, 12:54 PM. I again on August 11th, contacted support with no resolution. I am not looking for a refund, I want the item I purchased or a refund as last case scenario.
Business Response
Date: 08/15/2022
Hello 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 about the Order ID: ******************* delivery issues.

I've checked and see that this order was delivered to the Freight Forwarder address and we'll not be able to take any action on it from our end.

As you've mentioned that the order tracking shows delivered but you've not received it, you'll need to contact the freight forwarder for further assistance in this case.

If there was any other 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
Customer Answer
Date: 08/15/2022

Complaint: 17704835

I am rejecting this response because:
The language in your policy for freight forward found in your documentation: https://www.amazon.com/gp/help/customer/display.html?nodeId=********* , ********************** is responsible for this package arriving to the freight forwarder. **** or Amazon have no proof of delivery. Amazon is responsible for the initial delivery which the freight forwarded has internally managed and confirmed it never arrived based on the tracking number. Please provide proof of delivery, recipient signature, name or picture of proof of delivery by ****. This package did not get lost in the freight forwarded address.

Sincerely,

*****************************
Initial Complaint
Date:08/11/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
To whom it may concern,Were writing the following letter because weve been sent in circles by the Seller Performance Team for the last few months without any sort of progress or resolution.When we were suspended, Amazon asked us to address the following seventeen ASINs: B07L625LKX, B004MSMUGI, ************************************, B084W3VMY5, **********************, B01HKVJ89K, B005BOMJFE, B015DJKJ1C, B00J1Z75M6, B08HV552S3, **********************, *************************** expressed to Amazon that we understand one of our mistakes that led to our suspension was that we did not have the authorization from the respective brands to list many of these ASINs. Amazon requested invoices anyways, so we provided the invoices that show that our items were still authentic, since they came from an authorized distributor of these brands. The authorized distributor we purchased our products from was: https://**************/en/. When we submitted the invoices we have alongside our plan of action, we were told that we should only submit documents if they show proof of non-infringement, and our invoices dont show that we have authorization; they only show that our items were authentic, but that doesnt give us the permission to sell these items. So we were told to submit the plan of action without the invoices. However, when we dont provide any invoices, were told we must provide the invoices if we have them. We do not have proof of non-infringement. We understand that our mistake was that we did infringe. Thats why we created a plan of action. If you would like the invoices to verify that our products are authentic and not counterfeit, we have them. We purchased all our products from ******, an authorized distributor: https://**************/en/ This supplier can confirm that we have had a long-established business relationship. But we did not have the authorization to list these items, and our invoices dont show proof of authorization or non-infringement they only show our items are authentic. We know we did not have sufficient authorization to list these items, and that is why we submitted a plan of action. On top of that, we have also been in touch with all of the brands that filed a claim. Many of them said they were not the ones who filed any claims and therefore had nothing to retract, and the rest of the brands we contacted, we were able to get retractions from the brands. And all brands were very willing to work with us resolve this issue. Despite our provided plan of action to resolve and prevent this issue from occurring again, and despite our resolution with the brands in question, Amazon has been neglectful to our case. The template response they keep sending us includes ASINs were already addressed and received retractions for; which is further evidence that theyre not properly reviewing our case before sending us a template denial. Every time we have called the Seller Support team, they have not been able to help us; there is no advice they can offer that we havent already taken and implemented. Every mistake we made we addressed clearly in our plan of action, and we provided a detailed resolution and thorough prevention solution for them. The only thing Seller Support keeps telling us to do is resubmit the plan of action with invoices, and then to resubmit the plan of action without invoices, and so the cycle continues.Its exhausting and its evident our case is being neglected, and has not been reviewed properly. Weve done our best to adequately resolve our mistakes and prevent them from happening again, but to no avail. The Seller Performance Team is content sending us in circles.Im requesting that someone please review our case and actually assist us so we can reinstate our Amazon seller account.Please see the plan of action below:Root cause:1.We infringed on trademarks that we did not have permission to use: ?We infringed on trademarks that we did not have the authority to sell. We were uneducated about ** laws and failed to request letters of authorizations and distribution agreements from the brands directly to ensure we were able to list branded items for sale on Amazon.com. ?We mistakenly believed that as long as the items were authentic and we purchased them from an authorized distributor, then they were acceptable to sell on Amazon. ?We mistakenly believed that an authorized distributor was able to give permission to sell trademarked items, but now we understand that the authorization to sell a trademarked term can only come from the rights owners/brand directly not their suppliers.2.Our second mistake that led to our suspension was that we bulk-listed offers under ASINs that were created with misused trademarks in the listings. We did not properly review the listings before listing our own offers under them. ?We want to emphasize that we did not know that there were circumventing texts in the listing.?We would like to emphasize that WE DID NOT CREATE THESE LISTINGS. All products were uploaded to our inventory around March 7-8th, 2022 using the ****ASIN Matchup template file from Amazon. ?The Batch ID for the feed file are: *************, *************, *************, *************.?This substantiates our claim that we matched the ASINs with the EANs instead of creating or contributing to the product detail pages and the circumventing text. ?We did not properly review these listings to ensure they were made in a way that complies with Amazon policy and ** laws, and we did not check to see whether these listings included any trademarks or circumventing texts trying to use the trademark without getting flagged. ?We did not check the product details page or images for any incorrect or infringing content before adding our offers, which could have prevented many of the violations impacting our account health.?We did not check to make sure that we were adding our offer under generic listings that made no mention of any trademarks anywhere in the listing.?This mistake led to the following claims that impacted our account health:?Potential Trademark Text Misuse: this means we listed an offer under an ASIN that contained a trademark that was used incorrectly in the listing, and is not applicable to our product.?Potential Intellectual Property Misuse: we listed an offer under an ASIN that contained intellectual property that was inapplicable to our product ?Potential Trademark Logo Misuse: we listed an offer under an ASIN that contained a trademarked logo in the images of the listing that were not applicable to our product ?Trademark on Product Detail Page: this means we listed an offer under an ASIN that contained a trademark on the product detail page that was not applicable to our product, and we dont have the authority to use. Resolution:1.To address the trademark infringement:?Weve reviewed Amazons Intellectual Property Policy for Sellers: https://sellercentral.amazon.com/gp/help/external/G201361070?language=en_US&ref=efph_G201361070_cont_521)?Weve reached out to the brands in question that filed infringement claims. Many brands have established communication with us, and retracted their claims against us after we reached out to them. Weve received retractions for a number of ASINs Amazon requested information for. ?We educated ourselves on the documents required for us to sell trademarked or branded items. We understand that we need a letter of authorization directly from the brand, naming us personally in it, along with invoices from the brand or an authorized distributor of the brand.?We understand that just because our supplier is an authorized distributor, does not mean that we are; we must request authorizations from the brand directly if we wish to sell their trademarked item. We understand that the authorized distributor ?Weve removed all of the ASINs at issue and will not list brands we do not have the authorization to list in the future. ?Weve reached out to the rights owners to address the infringement claims, and all the brands that got back to us issued a retraction of their claim on Amazon.2.To address the bulk-listing:?Weve removed the listings that contained trademarked terms or copyrighted images that were inapplicable to our product. ?Weve removed all of the listings from our inventory when we add listings after were reinstated, we will make sure to do so manually, reviewing each listing one at a time to make sure there is no misleading, incorrect or infringing content on the offer.?Weve hired an employee who will manage our listings to ensure every product we list in the future is listed under the correct brand, and does not contain any trademarks in the listing; whether it be in the product detail page, the keywords, the title, etc. ?If the item is generic, he will make sure there is no mention of a trademark anywhere in the listing. ?If its a trademarked item, he will make sure that we have the necessary authorizations before we list it. If we do not have both a letter of authorization from the brand owner to us, along with an invoice from them or an authorized distributor, then we will not list the item. Prevention: 1.To prevent trademark infringement in the future:?As mentioned previously, weve reviewed Amazons Intellectual Property Policy for Sellers. We intend to review these policies at the beginning of every week to reinforce the information within these policies and ensure we do not make this mistake again: https://sellercentral.amazon.com/gp/help/external/G201361070?language=en_US&ref=efph_G201361070_cont_521)?We will only list a trademarked ASIN if were authorized to sell them from only the brand themselves, attained a letter of authorization, and have continuous communication with the brand.?We understand that a supplier, or authorized distributor, does not have the authority to give us the permission we need to sell trademarked items. ?Weve educated ourselves on what documents we need in the future to ensure that we, personally, are able to list trademarked items on Amazon: ?A letter of authorization from the brand; A letter of authorization must directly name us within it in order for us to have the permission to use their trademark. We will not list any trademarked items that we personally do not have the authorization from the brand to list.?Invoices from the brand or from an authorized distributor of the brand. We understand that an authorized distributor of the brand will be able to show us a letter of authorization from the brand that they have permission to distribute their items, and invoices from the brand to verify the authenticity of their items. The supply chain will be easy to verify if the items are authentic.?If we do not have both of these documents, then we cannot sell the trademarked item. ?We hired an Intellectual Property consultant. He will be there to triple check our listings to ensure that we are working within the parameters of Intellectual Property correctly, and if theres a trademark within our listing, its been used correctly, and we have the necessary documents to sell the item.2.To prevent the issues associated with bulk-listing:?We will not bulk-list ASINs in the future. We will list ASINs one-by-one so we can take the time to review each listing we choose and ensure its in compliance with Amazons policies, and is entirely applicable to my product. ?Weve reviewed Amazons ASIN creation policies, such as Amazons Brand Name Policy (https://sellercentral.amazon.com/gp/help/external/G2N3GKE5SGSHWYRZ?language=en_US&ref=efph_G2N3GKE5SGSHWYRZ_cont_201844590), to ensure we understand what the rules are and what to look out for when were listing ASINs. ?We have assigned a Listings Manager, who will be in charge of manually reviewing each listing before making it active. He has reviewed all relevant Amazon policies regarding ASIN creation. ?Before we list any products, he will do a thorough check of the following: ?He will check every listing to ensure the listing is generic, and if were listing under another seller, we will double-check that there are no trademarked terms or copyrighted images/text in the listing. ?He will also make sure if there are trademarked terms in the listing, its not being misused and we have the authorization to sell the item.?If the product we want to sell is a licensed, branded product, our Listing Manager will refer to our Intellectual Property Consultant, who will review the listing to make sure we have the proper documentation to sell it, and double-check that the trademarks are being used properly.?Whenever listing a product, if were going to use someone elses listing, if we see any trademarked terms, logos, or copyrighted images, thats not applicable to our product, and cannot find a generic listing for our item, we will create one.?We intend to keep https://www.uspto.gov/ bookmarked for ourselves so we can easily access the website before we sell anything in the future. This will help us ensure that certain keywords we intend to use in our listing are not trademarked. ?Additionally, we will check the product details page for any circumventing texts or hidden links that might violate the ** Rights of the rights owner. In case we find any details of such kind, we will make sure not to add our offers under those listings, and create our own instead.?We will only list under trademarked listings if the trademark, logos, and copyrights are used correctly in a non-misleading manner, and we have the authorization and necessary documents to list the item. Regards, ******************************* ****************************
Business Response
Date: 08/15/2022
Hello,
We have reviewed this sellers account and are unable to act upon their request, as their appeal is invalid. We have requested the necessary information from
the seller via email on 15 August 2022.
Thanks,
Amazon.com Seller Performance
Customer Answer
Date: 08/17/2022

Complaint: 17704839

I am rejecting this response because:

We reject Amazons response, because weve already given them all the information they requested. When we contacted Seller Support again to discuss why the appeal was invalid, they couldnt give us a sufficient reason that we have not already addressed in the appeal. The few times Amazons said the appeal was invalid, theyve stated the following reasons why, after we contacted Seller Support:
We created or edited the listings with the circumventing texts No, we did not. We did not create this listings, and therefore cannot edit them. We did not realize these listings had circumventing texts, since we listed them batch IDs to match these ASINs to EANs. Again, we provided these batch IDs already. This substantiates our claim that we did not implement circumventing texts into the listings. These were already existing listings. Additionally, half of our plan of action addresses the issue of circumventing text, how weve addressed it, and how well prevent it in the future.
Amazon wants to make sure were including how well list products in the Plan of Action so we dont have any circumventing texts in our listings in the future We included this. We stated that we will not be bulk-listing, by matching ASINs to EANs using batch IDs (which weve provided to Amazon in our appeals, and in our originally filed complaint), but instead will be manually listing each ASIN one at a time. We will review the listing to ensure there are no trademarks or circumventing texts (for example, Nyke instead of ****** We will make sure all the items we sell are generic, and all the listings we list under are generic as well.
Our invoices dont show proof of authorization we know this, and thats what our plan of action addresses. We mistakenly believed that an authorized distributor of the brands in question could give us permission to sell these items weve already received retractions from the rights owners for the following ASINs: B07L625LKX Robotime, B07NW1M6D1 Clementoni, B09CDNF3S3 Grupo ****, B002XSH4AG Rsle. Additionally, half of our plan of action is specifically addressing trademark infringement. It discusses the root cause of how we made the mistake of listing products we didnt have the authorization for (we thought we could get authorization from authorized distributors, when thats not the case), it discusses what weve done to resolve the infringement (remove all the listings we do not have permission to list, and get necessary retractions from rights owners) and what well do in the future to ensure the infringement doesnt happen again (list items one at a time, ensure the listings do not have any trademarks or circumventing text, if an item we plan to sell is branded, then well get an authorization letter from the brand owners before we sell it, etc.) And yet this information has been deemed invalid, without a good enough explanation. We would also like to make it very clear that we did not sell a single item of any of these products. The only brand we sold an item of, **********, weve resolved the issue with and received a retraction from already.
We did not provide invoices We do not have invoices. We practice drop shipping, which means we can only provide the invoices for the items we already sold. As we mentioned previously, we did not sell many of the items in question, only listed them. Because we havent made a sale yet, our supplier, https://**************/en/, who we drop ship with, has not fulfilled any orders for these ASINs for us. Therefore, we cannot provide Amazon with the requested invoices for any item we didnt sell yet. That being said, https://**************/en/ is our supplier and theyre an authorized distributor of the products. If you call them, they will verify that they drop ship with us and have been since January 2021, and wouldve fulfilled any orders we received for the requested ASINs.
We did not sufficiently address copyright infringement We did. Please check our most recent appeal. We discussed the root cause that led to the copyright infringement claims, how we addressed it, and how well prevent it in the future. Additionally, both of the rights owners that filed those claims retracted them.

It is no surprise to us that Amazon is again saying here that the appeal is invalid. However, Amazon has yet to provide a sufficient reason that our appeal is invalid, that we havent already addressed within the appeal itself.

We did not create the circumventing texts in the listings, and to hold us accountable for this would be to charge us for a crime we did not commit. As for the infringement, we made no sales with most items in question, the one sale we did make we got a retraction for already. Weve apologized and tried to resolve the issue with all brands that filed a claim, and we received retractions from many of them. Weve also addressed how well make sure to prevent this in the future so we do not mistakenly infringe again.

Even Amazons last response to us, after we filed a BBB claim, was another template response, again including ASINs weve already addressed and gotten reinstated.If that does not show consistent neglect to our case, I dont know what does.

We filed a claim against Amazon via the BBB because Amazons not properly reviewing our information, since they continue to ask us for information we included in our appeals, and they continue to deny our appeals without a good reason why. After filing our complaint through the BBB, this remains to be the case. It is because of this that we reject Amazons response and request that proper attention be given to our case.
So as to prove, we have attached a few attachments as a proof.
1. Retractions received from the rights owner to Amazon.
2. Official Statement from our Dropshipping Supplier
3. Letter of Authorisation from a Brand as a proof of our change in sourcing.
4. Direct B2B Invoice and Portal Access from the brand ******** whose ASINs are listed as "Suspected IP Rights Violation".

Sincerely,

*******************************
Initial Complaint
Date:08/11/2022
Type:Delivery Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
It has been impossible to solve this issue via email and phone communications with Amazon staff. I ordered a medical item that was supposed to arrive on Monday (I pay additional fee for fast delivery). THE ******* AND THE REPEATS ISSUED AT MY COMPLAINT -- WAS DELIVERED IN ERROR TO NEIGHBOURS 4 TIMES BY NOW. For 4 consecutive times, the carrier gave the item to other persons.... My house has the number posted large and clear in 2 places, it's impossible to miss it. How is it possible that the carrier REPEATEDLY left it elsewhere? On 2 occasions it made a picture of the front porch (stranger's) where it left the item, the 3th time claimed it was left with a person; I was told the item was sent for the 4th time, but I have not received it.I consider this to be MALICIOUS OR NEGLIGENT behaviour of the carrier -- which has caused me an aggravation of the emotional distress and heart problem for which I've been under treatmnt for months. I request an IMMEDIATE DELIVERY of the item.I request that my right of buying free-of-harm/concern as a customer be respected by ******************** carriers.(Even if Amazon's policy is to repeat item delivery, I doubt that would work if I order a $$$$ item that is delivered to neighbors....)I request that CARRIERS ALWAYS TAKE PHOTOS OF THE DOOR + NUMBER WHERE THEY LEAVE ITEMS for further verification.Do not ask, please, whether I verified with neighbors: cirsumstances are that in this rural area neighbors may be aggressive if you approach their doors as a stranger -- VERY UNCOMFORTABLE SITUATION CREATED BY CARRIER. SIMPLY DELIVER CORRECTLY THE PACKAGES, PLEASE.If not solved immediately, I will seek legal action v. Amazon.com for the manner in which my consumer rights were infringed and the emotional distress I incurred as a result of their neglijence or malicious delivery.Moreover, it is impossible to reach Amazon customer service as needed, their staff don't solve problems thoguh they claim they do. I will seek Media and Court help.
Business Response
Date: 08/15/2022
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 the order delivery issues.

I apologize for the inconvenience that you've experienced in this case.

I'll surely take this as a feedback from you and will forward it to the appropriate team for further review on it.

Also, I would request you to add delivery instructions on the address and we'll make sure that they are followed.

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
Customer Answer
Date: 08/19/2022

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,

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

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