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

59,791 total complaints in the last 3 years.
20,859 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:05/02/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am an author with a self-published book titled How Does AI Work? listed on Amazon.com.A customer review posted on my books page is defamatory and contains personal attacks that violate Amazons own Community Guidelines. The reviewer refers to me by name, accuses me publicly of dishonest intent, and encourages others to stay away from authors like Mr. REMOVEDAs a direct result of this review, I have received harassing and threatening messages that are now affecting my familys safety.I reported this review multiple times using the official Report abuse link and contacted Amazon by email (REMOVEDand KDP support), including a formal complaint to Amazons executive relations team. I provided full context and a screenshot, and I still have not received a response of any kind from Amazon.This review is not a critique of the books content it is a targeted, harmful, and personal attack. I am now turning to the Better Business Bureau because Amazon has ignored every internal channel.Desired Resolution:I am requesting:Immediate removal of the defamatory review Confirmation that Amazon will escalate this situation to the appropriate moderation team A written response confirming review of this complaint The books title is How Does AI Work?. I can provide the REMOVEDor ISBN if needed. A screenshot of the review is attached.
Business Response
Date: 05/08/2025
On 5/2, Mr. REMOVEDcontacted the Executive Customer Relations Team due to a customer review in one of his books which made false accusations about his book. The Executive Customer Relations Team worked with the Communities Team to analyze the customer review and confirmed that it does not violate our Content Guidelines.
The customer review will remain published, and Mr. REMOVEDwas informed about this decision on 5/6.
Initial Complaint
Date:04/30/2025
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 April 18, 2025, I placed Order #REMOVED-5605390-4895403 on Amazon.com for two Apple iPads and two cases, totaling $956.90. The items were designated for pickup at the Amazon Counter located within the Whole Foods Market at REMOVED's tracking (TBA320804083142) indicates the package was "Picked up on April 19". However, I never received notification that the items were ready for pickup, nor did I ever pick up these items. The merchandise associated with this order was never delivered to me or received by me.Despite this non-delivery, Amazon has repeatedly refused to issue a refund. I first received notice of the refund denial around April 20, 2025, and subsequent communications, including an email from [email address removed] on April 28, 2025, upheld this denial. Amazon initially cited violations of their "Returns and Refund Policy."I have explained multiple times via email (including communications on April 28, 2025, and subsequent dates) that this is a case of non-delivery, not a return. Therefore, return policies are irrelevant. My claim is based on Amazon's failure to fulfill their obligation to deliver the goods.Furthermore, I informed Amazon that their refusal to refund appears to violate the REMOVED's (REMOVED) Mail, Internet, or Telephone Order Merchandise Rule (16 C.F.R. Part 435), which mandates a full monetary refund for merchandise not delivered in compliance with the rule. Internal company policies cannot override federal consumer protection law.Despite escalating the issue to Amazon's Executive Customer Relations team (specifically communicating with "REMOVED") I have send a formal demand letter citing non-delivery, the REMOVEDrule, and potential violations of the Consumer Fraud and Abuse Prevention Act, Amazon has failed to resolve the issue. Their only response has been to refer me back to the specialist team ([email address removed]) that originally and improperly denied the refund.
Business Response
Date: 07/01/2025
Hello,

We have denied the customers request for a refund.

Consistent with Amazons Conditions of Use, Gift Cards that have been obtained, used, or applied to an Amazon.com account in violation of our terms and conditions may be voided by Amazon. Amazon further reserves the right to suspend or terminate the ability to use Amazon services, cancel or limit orders, and to bill alternative forms of payment if we determine that a Gift Card was obtained, used, or applied to an Amazon.com account in violation of 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 7/1/2025.

Sincerely,

Nova
Amazon.com
Initial Complaint
Date:04/30/2025
Type:Service or Repair 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.
I purchased a $200 REMOVEDgift card on 04/13/2025. The balance was not on the card and I contacted REMOVED. They said there was 4 of the exact same on line transactions back to back for $49.99. I reached out to Amazon and was advised even though they do not refund gift cards, they contacted REMOVEDand confirmed what I told them and they will reimburse my Credit Card the full amount. The credit never happened so I called back on 04/24/2025 and was told he would put in a service ticket with audit to review. He said they would contact me in 48 hours. I was never contacted. I called after 4 days on 04/28/2025 and was informed that the easiest way to resolve would be to credit my amazon account. I would get the credit in 3-5 hours. I waited 24 hours and called back after not receiving the credit. Now I am told they will need to open up a ticket with the credit card department. My first call that made to amazon on April 16 went fabulous! I was so thrilled. I told the recipient of the gift card to throw it out. Amazon fixed the issue. Once I get the refund I will purchase again for them. This has turned into a nightmare. How can two separate agents say that the refund was successful (emails even state that) and they were not. I am a loyal customer. I purchase everything on REMOVED. I have purchased multiple things, including groceries and grub hub since April 16. I continue to put my faith in it being resolved. However, after being told today that another ticket is being open with another department, I fell like I am getting the complete run a round. You can look at my account. I have purchased many gift cards. I have never disputed. Why has this become so difficult? I really would like someone to resolve. My credit card company said that I can dispute it, however I would love Amazon to resolve this issue.
Business Response
Date: 05/20/2025
Hello REMOVED,

I am REMOVEDfrom 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've checked your issue regarding the gift cards from order ending with 9428.

Upon checking the details of the order and escalating the issue with our concerned team, they have stated that they can issue a gift card in the total of order amount for $206.95 to your account, please confirm the same so that we can issue this refund to your account where this order was placed.

We appreciate your patience and look forward to seeing you again soon.

Customer Answer
Date: 05/20/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID REMOVED, and find that this resolution is satisfactory to me. If the credit is not on my account in 3 business days, I will reopen complaint

Sincerely,

REMOVED
Initial Complaint
Date:04/29/2025
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 a IPad Pro from Amazon on April 20, 2025, for $1,069.97(Order ID: REMOVED. After multiple failed delivery attempts, the package was suddenly marked as delivered and signed for by A REMOVED, which is not my name or my signature. I never received the item.I have filed two claims and one appeal with Amazon all denied. However, I have new information that was not considered, including:A signature mismatch (false delivery signature),Confirmation from the seller and REMOVEDthat no further delivery attempts would be made,A non-functioning tracking number REMOVED) which prevented me from filing a REMOVEDclaim directly.Ive spoken to multiple Amazon agents, including someone from the Leadership Team named Reinwick, who acknowledged the issue and was working on it but the chat disconnected before resolution. Since then, Ive been passed between agents, disconnected from chats, and told to repeat steps Ive already completed.I am requesting that Amazon honor its A-to-Z Guarantee and refund the money for the undelivered package.
Business Response
Date: 05/01/2025
Hello REMOVED,

I'm Najam 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.

Im sorry to learn about the problem with your order #REMOVED-5549390-6526645. It is certainly not what we expect our customers to go through.
REMOVED, 17, 17); font-family: "Amazon Ember", Arial, sans-serif; font-size: 13px;">
We have taken your feedback regarding the delay in delivering the order. We'll ensure that all your orders are delivered on time.

Upon reviewing, I can confirm that the order was successfully delivered to correct address.

The tracking number: REMOVEDis also valid and can be used for tracking.

Please be assured that all the conversations pertaining to this query will be reviewed. If your query wasn't handled efficiently or if any incorrect information was provided, we'll see that appropriate actions are taken to ensure our colleagues are coached accordingly.

I hope this helps. Thank you for shopping at Amazon.

Best regards,
Najam

Amazon.com
Initial Complaint
Date:04/29/2025
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.
I purchased a top as a Christmas gift and they didnt fit Funny Guy mugs premium eco-conscious long sleeve pullover on November 30th. They didnt fit and were returned on December 27th.I first got emails wrong item was returned and contacted them with photos of the one with red also being returned and was told all set. Then got email item not returned and your original payment was charged. I reached out to customer service 5+ times and have screenshots was reassured it was all set and error on their end but still was charged and no refund.REMOVEDhave checked and found that we have received your item.I see that there was an technical issue with the fulfillment team that was the reason you were mistakenly emailed you so sorry about it I've fixed this error, and we won't be charging you again for the item.Please ignore the Email you received You will not be charged for this Sounds good?And asked if he was sure and he said yes REMOVEDI confirmed that your return item is processing as normal and already received by our REMOVEDI checked your order and notice that a return agreement is still active which should have been cancelled and that's the reason why you charged and the email asking you to return the product.Your card was charged $12.49 USD.I have confirmed that we mistakenly charged you, I am so sorry about this REMOVEDworries, I will fix this error, disarmed the label, request your refund and we would not be charging you again for the item.Allow me to process the full refund manually for you.REMOVEDWasnt very helpful Ciara REMOVEDShe wanted a receipt and photos and I told her I had them but not anymore because January I was reassured it was all set and not to worry I just dont keep receipts for months when theres no reason to I thought I could trust customer service at REMOVEDI will manually do the updates. You wont face this in future Ok $12.49 refunded to your REMOVEDin 3 to 5 business days Refund issued successfully.
Business Response
Date: 05/01/2025
Hello REMOVED,

I'm REMOVEDfrom 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 reviewed your complaint and apologies for the inconvenience you have experienced with charge on your order.

I just issued a refund of $12.49 back to your original payment method and it will reflect in 3-5 business days on your account.

Thank you for your cooperation.

Regards,
REMOVED.
Customer Answer
Date: 05/01/2025

Complaint: 23263631

I am rejecting this response because: you didnt credit it back the original payment. You guys repulled my money from my REMOVEDon February 15th and you refunded to gift card I want it refunded to my REMOVED

Sincerely,

REMOVED
Business Response
Date: 05/05/2025
Hello REMOVED,

Thank you for writing back to REMOVED. I've provided the BBB with a copy of this message.

Please check your account statement for the refund.

A refund of $12.49 has been issued to your REMOVEDending in 2382 on May 2,2025.

Request you to check your account statement for this refund.

Thank you for your cooperation.

Regards,
Prasahnth Kumar.
Customer Answer
Date: 05/06/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID REMOVED, and find that this resolution is satisfactory to me. I received my refund thank you.

Sincerely,

REMOVED
Initial Complaint
Date:04/27/2025
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 pay for Amazon prime services. I placed a order on 4/26/25 to have the order received by 7am-11am 4/27/25. The order was scheduled and out for delivery. The next notification I received was advising my order is late and would not be deliver until the next day by 6pm. I called and spoke to a manger who offered me a $15 credit. He also advised the driver labeled he could not deliver due to external issues but did not call anyone to make them aware so its a classic case of negligence. I ordered a laptop which I needed to start a new job on 4/28/25 at 11am that is why I ordered overnight delivery. I am paying for a service that I am simply not getting. This is not the first instance of ordering overnight and the delivery not being fulfilled at the initial time of the order. This is unacceptable, I spent over an hour on the phone to get an unsatisfactory resolution and to miss out on a new job opportunity because a delivery driver did not want to do his/her job.
Business Response
Date: 05/01/2025
Hello Mikaela,

I'm REMOVEDfrom 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 reviewed your complaint and apologies for the inconvenience you have experienced with delivery delays.

I just issued a credit of $30 in the form of gift card balance on your Amazon account.

You'll be able to view your gift card balance in Your Account here: REMOVED

Your gift card balance will be automatically applied to your next eligible order. If you don't wish to use your gift card balance, you'll see an option to choose whether you'd like to "Use your Gift Card or Promotional Balance" on the "Select a payment method" page. Any unused gift card balance will remain in your account until it's applied to an order. This option is not available for one click orders.

Thank you for your understanding.

Regards,
REMOVED.
Initial Complaint
Date:04/26/2025
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.
Date: 4/25/2025 Merchant: Amazon Fresh Amount: $197.51 Refund: $158.99 On April 25, 2025, I placed a grocery order with Amazon Fresh online using my EBT card ending in #REMOVED. Delivery was scheduled between 1:003:00 p.m. I was not home at the time, but when I arrived, I noticed the groceries delivered were for another customer. I attempted to contact the delivery driver, but they had disabled chat. I immediately contacted Amazon support. The agent also tried to reach the driver but discovered they did not speak English and transferred me to another department. There, another agent also tried contacting the driver but was unsuccessful.I was informed that since the items were food, they could not be returned, and I was advised to keep, donate, or discard them. I was offered either a redelivery or a full refund of $197.51 back to my EBT card. I was told the refund would process within a few hours. However, I only received a partial refund of $38.00.I contacted Amazon Fresh support again, and three agents confirmed the remaining $158.99 refund was approved and pending, stating it would be issued within 12 hours. However, by the next morning (April 26, 2025), I received an email from Amazon stating they found the account "suspicious." Without asking for any verification or ID, they abruptly closed my account and refused to refund the remaining $158.99 back to my EBT card, despite previous assurances. I have only had one other Amazon account and that account was compromised by someone who hacked the account and attempted to make large purchases under another another name in which I had no access to this account at all. which I personally reached out to Amazon about and was assured that this account was flagged completely closed and that it would not hinder me in a near future making a purchase with them. but I am now finding out that Amazon is flagging my own personal account thinking that I am hacking my own account after I have offered to provide photo ID.
Business Response
Date: 05/07/2025
Hello,

Amazon reserves the right to refuse service, terminate accounts, terminate customer rights to use REMOVED, 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.
We have denied the customers request for a refund.
Consistent with Amazons Conditions of Use, Gift Cards that have been obtained, used, or applied to an Amazon.com account in violation of our terms and conditions may be voided by Amazon. Amazon further reserves the right to suspend or terminate the ability to use Amazon services, cancel or limit orders, and to bill alternative forms of payment if we determine that a Gift Card was obtained, used, or applied to an Amazon.com account in violation of 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 5/7/2025.

Sincerely,

Nova
Amazon.com
Initial Complaint
Date:04/09/2025
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.
My Amazon seller account has been blocked for over 4 months. Since then, I have been completely disconnected from any customer support channels I cannot appeal, remove inventory, or even close my REMOVEDis requiring me to delete my inventory listings, but I am unable to do so because I cannot access my account. This has placed me in an impossible situation: I am willing to comply with Amazons demands, but I am technically and procedurally blocked from doing so.I followed all Amazons instructions, including scheduling a video verification call for which I had to pay a translator but no resolution or response was provided.I was also wrongly penalized based on false complaints from malicious competitors, even after providing proof and being initially approved to sell certain ASINs (after resolving error 5885 with Amazon support).I have sent multiple emails to Amazon (including seller-REMOVEDnotice-REMOVEDand REMOVEDbut they were all rejected or REMOVEDthis point, I simply ask that Amazon:- Temporarily restore access to remove my listings,- Or remove the inventory on my behalf,- Or at the very least, allow me to close the account.I have lost time, money, and trust in a system that currently offers sellers no fair resolution. Im asking for a human to finally review my case and help resolve it.Thank you for your help in escalating this matter.
Business Response
Date: 04/10/2025
Hello,

This email is not the correct channel to submit an appeal to reactivate your account. Account reactivation requests sent to this address will not be reviewed.

Please submit your appeal by following the instructions on the Account Health page in Seller Central (REMOVED). The Account Health page shows how well your account is performing against the performance metrics and policies required to sell on Amazon and helps us direct your appeal to the team that can best assist you.

To appeal a listing deactivation, please click on the "Next Steps" link next to the listing on your Account Health page.

To appeal an account deactivation, please follow the instructions in the banner on the top of your Account Health REMOVEDshould expect a reply within 3 days after your appeal is submitted.

Thank you,

Amazon.com
Customer Answer
Date: 04/10/2025
REMOVED
: REMOVED

Rechazo esta respuesta porque:
I am respectfully rejecting Amazons response because it does not address the core issue I have been trying to solve for months.
Amazon repeatedly suggests I file an appeal through my Seller Central account, but this is not possible: my account is completely blocked, and I am unable to access the appeal section or communicate through any internal channel.
In addition, Amazon continues to request documentation that I have already stated I cannot provide. I have accepted the infringement and explained that I do not have invoices or authorization from an official supplier because the product in question was a generic item manufactured in REMOVED. I was transparent about this from the beginning.
To make matters worse, Amazon required me to delete all my inventory, which I am also unable to do due to the account being locked. This has created a closed-loop situation with no resolution path.
I even complied with a video verification call, for which I had to hire and pay an interpreter, and still received no assistance or decision afterward.
I have invested hundreds of dollars in this business in good faith, only to be met with silence, inaction, and constant automated responses. I am extremely disappointed with Amazon's handling of this issue and urge the BBB to take note of the lack of a meaningful resolution path offered to affected sellers like myself.
I am not asking for an apology or a refund. I am simply asking to either:
Recover access to my account to comply with what Amazon is asking, or
Officially close the account, if REMOVEDrefuses to allow me to continue.
Thank you for your assistance.

Atentamente,

REMOVED
Business Response
Date: 04/11/2025
Hello
Advise the seller I transfer the case to the proper team
Business Response
Date: 04/14/2025
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 04/14/2025.
Thanks,
Amazon.com Seller Performance
Customer Answer
Date: 04/14/2025

Complaint: 23181262

I am rejecting this response because:
This is the thousandth time I'm going to explain to you that the only invoices I have are Chinese. It's a bulk product, and the listing was for free sale. The brand was REMOVED. But let's suppose you don't want Chinese invoices. I accept the violation. What does it mean to you that someone accepts the violation? I'm telling you it was a mistake and I admit fault. I repeat, for the thousandth time, I have no more information than what I've provided. Oh, and I almost forgot. The list is full of sellers selling the same thing as me, and they weren't penalized because the listing wasn't removed.

Sincerely,

REMOVED
Business Response
Date: 04/17/2025
We have reviewed this seller's account and require more information to complete our review. We have requested the necessary information from the seller via email on 17th April, 2025.
Thanks, Amazon.com
Seller Performance
Customer Answer
Date: 04/17/2025

Complaint: 23181262

I am rejecting this response because:
I've already explained that I've accepted the violation and that the only invoices I have don't clearly tell me what they want, which is why my account has been blocked for months. Oh, but the offending listing is still active.
check it out for yourselves
REMOVED

Sincerely,

REMOVED
Business Response
Date: 04/23/2025
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 23rd April 2025.
Thanks,
Amazon.com Seller Performance
Customer Answer
Date: 04/25/2025

Complaint: 23181262

I am rejecting this response because:
I've hired an intermediary to resolve the dispute, and they're still giving evasive answers and requesting documentation that I already explained I don't have. The next step will be to hire lawyers to intervene. I'm going to reject all their
responses until I recover my account.

Sincerely,

REMOVED
Business Response
Date: 04/30/2025
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 30th April 2025.

Thanks,
Amazon.com Seller Performance
Customer Answer
Date: 05/01/2025

Complaint: 23181262

I am rejecting this response because:
I've been receiving the same message over and over for six months. I'm not going to accept that they're incapable of giving me a concise answer. They've taken my
stock, my money. They're terrible.
Sincerely,

REMOVED
Business Response
Date: 05/06/2025
Thank you for writing to us. Please note, Amazon has looked into the consumers concerns and has taken the following appropriate actions on the account:
- Reviewed all appeals, current and prior
- Conducted holistic review of the account and performance history
- Evaluated submitted documents according to policies
- Responded to the Seller regarding our investigation on 5/6/2025, requesting further information.
Sincerely, Amazon.
Customer Answer
Date: 05/07/2025

Complaint: 23181262

I am rejecting this response because:
This is all I received, I received nothing else.

Sincerely,

REMOVED
Business Response
Date: 05/12/2025
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 12th may 2025.
Thanks,
Amazon.com Seller Performance
Customer Answer
Date: 05/12/2025

Complaint: 23181262

I am rejecting this response because:
I have not received any notification, nor specific details of what information they need.

Sincerely,

REMOVED
Business Response
Date: 05/14/2025
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 14-May-2025.

Thanks,

Amazon.com Seller Performance
Customer Answer
Date: 05/17/2025

Complaint: 23181262

I am rejecting this response because:

Sincerely,

REMOVED
Business Response
Date: 06/02/2025
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 2-June-2025.

Thanks,

Amazon.com Seller Performance
Customer Answer
Date: 06/04/2025

Complaint: 23181262

I am rejecting this response because:
They have never been clear, provide everything I have, but they don't close my account either, and they keep taking my stuff and my money.

Sincerely,

REMOVED
Business Response
Date: 06/13/2025
We have reviewed this seller's account and require more information to complete our review. We have requested the necessary information from the seller via email on 13/06/2025.
Thanks, Amazon.com
Seller Performance
Initial Complaint
Date:04/08/2025
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 REMOVEDWash and Raw Cocoa Butter. We I pick up package it was soft. The REMOVEDliquid had leaked all over everything. It mess up my carpet and floors. I call amazon customer no service. They wanted a picture, I do not have a way to get a picture. I told them I would hire a photographer to take pictures but they would need to pay for it. I have to move the package outside so they could take a picture. She said that not their job. I checked rules for ordering from amazon and their is no camera requirement.
Customer Answer
Date: 04/12/2025
111-3361414-6399436 Ordered Number.

Business Response
Date: 04/16/2025
Hello REMOVED,

I am REMOVEDfrom 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.

Thank you for bringing this issue to our attention. We sincerely apologize for the inconvenience caused by the leaking REMOVEDPower Wash that damaged your carpet and floors.

We understand your frustration and want to help resolve this situation. However, we are currently unable to locate your order in our system. Could you please provide your order number? This will help us better assist you with your concern.

Regarding the photos, we understand your position. However, photos are an essential part of our claims process as they help us verify damage and provide appropriate resolution. You don't need a professional photographer - pictures taken from any mobile phone camera would be sufficient. This is a standard procedure mentioned in our help section to ensure fair resolution for all customers.
REMOVED, REMOVED, REMOVED; font-family: "Amazon Ember", Arial, sans-serif; font-size: 13px;">
To proceed with your claim, please:

1. Share your order number
2. Take photos of:
- The damaged package.
- The leaking product.
- The affected carpet and floor areas.

You can refer to our help page for more information about our return and damage claim policies: REMOVED

We appreciate your understanding and look forward to resolving this issue for you.

Regards,

REMOVED
Amazon.com
REMOVED
Initial Complaint
Date:04/04/2025
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 am writing to formally file a complaint regarding the actions taken by Amazon related to my seller accounts across multiple marketplaces (primarily REMOVEDand REMOVED), following an issue with my Amazon Japan seller account.Recently, my REMOVEDJapan seller account was placed under review due to a delivery verification issue involving only 56 seller-fulfilled orders. While the number of affected orders was minimal, Amazon completely deactivated my Japan account and removed my access to the Seller Central panel, making it impossible for me to upload tracking or proof of delivery information as REMOVEDa result of this deactivation, my REMOVEDand Mexico seller accounts were also automatically deactivated, even though they were operating normally and independently of my Japan account. My primary REMOVEDwas REMOVED, where I had a significantly larger number of orders and an available balance that I am now unable to REMOVEDresolve the issue and retrieve my funds, I participated in Amazons official video verification process for fund disbursement. During this session, I fully cooperated and answered every question asked. After the video call:Mexico released my funds, and I successfully withdrew them.Canada, however, stated that they will not release the funds Moreover, shortly after, I received an additional notice stating that my Mexico funds might also be withheldeven though they were previously releaseddue to the same Japan-related problem.I kindly ask the Better Business Bureau to assist me in addressing this matter and urge Amazon to reconsider their decision to withhold my funds without a clear or fair resolution path.
Business Response
Date: 04/07/2025
Hello,

We received the latest correspondence related to the complaint REMOVED. After carefully reviewing REMOVED/Termessos store's account, we concluded that the actions taken were correct and followed the Amazon Services Business Solutions Agreement and our Funds Disbursement Eligibility Policy.

You can find more information about the policies that led to this decision in the following links:
-- "Amazon Services Business Solutions Agreement".
REMOVED;
-- "Funds Disbursement Eligibility Policy".
REMOVED
Customer Answer
Date: 04/07/2025

Complaint: 23159381

I strongly reject Amazons response regarding my complaint.
While Amazon claims to be "the most customer-centric company in the world," it continuously fails to treat its own REMOVEDsellerswith fairness and transparency. My accounts were suspended and my funds withheld without proper justification, and I was not even given access to the necessary tools to resolve the issue.
My Amazon Japan account had only 5 or 6 fulfilled orders, and those came under review. Before I could even respond or upload tracking details, Amazon deactivated my account and completely removed my access to the Seller Central panel. This is extremely problematic, because all order data, shipment details, tracking information, and customer communication are stored within the seller panel. By cutting off access, Amazon blocked my ability to defend myself or resolve the matter.
Even worse, the issue with Japan was unfairly linked to my Amazon REMOVEDand REMOVEDaccounts, which were performing well and had no violations. I completed the official video call for fund disbursement. Initially, Amazon released my Mexico funds, which I successfully withdrew. But then, they reversed their decision and claimed both Canada and Mexico balances would be held due to the Japan issue. This inconsistency shows a lack of internal coordination and an extremely unfair review process.
My main sales activity and largest balance were in Amazon REMOVED, where I had thousands of successful orders and satisfied customers. Punishing this accountand withholding my moneybecause of a small, unrelated issue in REMOVEDis unjust and unethical.
I respectfully request that Amazon:
Restores access to my Amazon Japan seller panel so I can provide the required documents.
Releases the withheld funds in my Amazon Canada account, which were earned legitimately and unrelated to the Japan case.
Amazon must stop using vague policy language to hold funds indefinitely, especially while denying sellers access to the very platform needed to comply with their demands. This is not how a globally respected company should treat its partners.

Sincerely,

REMOVEDI REMOVED

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