Hi everyone,
A product we listed was removed from Amazon's inventory erroneously and we were ask to provide CPNP certificates, emails from the director plus a whole host of other compliance related information, all of which was submitted & accepted.
Thirteen months on our product is still not live and Amazon seller support have stopped responding. The email responses received by us are generic, don't make sense, provide zero clarity, do not offer a timeline for a resolution and in many instances clearly show a lack of attention.
When we were asked to provide all the information, we had a strict timeline, we had to submit the information multiple times in very specific formats and eventually all this information was accepted and verified but months on I still can't get any clarity on the status of the case or a timeline for resolution.
It is EXTREMELY frustrating.
Over email we have received messages from support telling me they are the "head of x" that they are a"team leader", that they are doing everything they can however, nothing seems to be getting done and now support simply don't respond or when they do it is unhelpful or a copy of an email we have seen multiple times.
This particular SKU is a best seller in a beauty category in the USA which means that every month that goes by we are missing out on potential revenue that our business needs plus we have invested HUGE amounts of time and resource trying to resolve this issue.
It is embarrassing each month to tell the brand partner that the issue is still not resolved. This makes me feel incompetent.
I was wondering:
1. What are other peoples experiences?
2. If anyone has some advice on how to get our issue resolved? How can we escalate it? Is there a direct team?
Any help offered would be greatly received.
@Ezra_Amazon @Julia_Amazon @Sakura_Amazon_ @Sarah_Amzn @Simon_Amazon @Spencer_Amazon @Seller_TSXM2A5nxWSuH
ID 8883687852 - Original case opened 05/08/23
ID 9611066842 - Follow up complaint case
Thanks