KIKI Health - Amazon Unilaterally Recalled our Lions Mane Product, Based on Incorrect Information and Refused to Reimburse us for the Damages

We are a large supplement brand on Amazon and have been growing rapidly over the past few years, and Amazon has been one of our most important sales channels.

On 16/07/2024, our Lions Mane product was unilaterally pulled from Amazon. They didn't even provide us with a reason. They are still yet to confirm the trigger for this recall, despite us trying to resolve this with them through all available channels.

We've been told that it was to do with Comunidad de Madrid recalling our product, however there is no such recall on our product from them. There had been a recall of another brand's product containing Lions Mane, completely different to ours, in the days preceding this action by Amazon.

The other story we heard was that after an inspection of our listing, it was blocked and a recall issued for the product due to concerns that it contained the ingredient Tongkat Ali/Eurycoma Longifolia. There was no mention of any terms related to Tongkat Ali on our listing and no where on the product packaging there any indication that this would be the case.

Since we have been told both of these stories Amazon has repeatedly refused to engage with us on this issue, and they are now refusing to look into the matter further.

To be clear, Amazon have admitted in cases that there was nothing wrong with the product. It was reinstated on 08/08/2024.

There were also many Lions Mane products that remained active during this time. So it appears that we were singled out for no apparent reason. None of their reasons make sense no matter which way you look at it, and yet they can just do this on a whim and then refuse to engage in discussions on the topic?

Not only has this catastrophic error on Amazon's part cost KIKI Health tens of thousands, it has also caused suffering and anxiety for our customers who had purchased our Lions Mane Capsules and damaged our reputation with both customers and partners. The harm that this action has done to our business is enormous and cannot be overstated.

The fact that Amazon can do this, issuing recalls and refunding customers en masse, on such illegitimate and unjustifiable grounds, and then refuse any kind of discussion or restitution for the damaged they've done is utterly disgraceful. If we were a smaller brand that Amazon had done this to we could have gone out of business.

We have asked Amazon repeatedly to speak with an appropriate representative over the phone to discuss this matter but we have been given times which Amazon themselves cannot do, or have just been ignored!

We've tried applying for mediation through Amazon's own partnered service: we did not hear anything back.

We've tried going through Amazon Payments Services complaints: we did not hear anything back.

We've used the escalation emails we are aware of to try to reach an actual person: we've just been redirected to Seller Support without even a response.

Has anyone else had a similar situation happen to them?

Are there any solutions available/resolution channels we might have missed?

Are there any service providers who have successfully recovered funds lost due to Amazon's mistaken recalls?