Outdoor Furnishings Firm Sues Amazon Over Misdirected Customer Complaints

Amazon won't put a stop to customer complaints about Ultcover products on its website, alleged plaintiff Doctor Cover, an outdoor furniture cover business that has never sold its products on Amazon’s e-commerce site, said a Tuesday complaint (2023CUBT014189) in California Superior Court in Ventura County. Doctor Cover sells furniture covers from retail storefronts and on its own website. Though it never sold its products on Amazon, Doctor Cover's competitor, China-based Xiamen Supurui Trading, sells low-cost furniture covers on Amazon’s marketplace, including under the names Ultcover and Superella, said the complaint. In December 2020, Doctor Cover began receiving customer complaints about Ultcover products bought on Amazon.com; many requested returns and refunds, the complaint said. The unsatisfied customers of Ultcover products purchased on Amazon.com “were improperly and erroneously directed by” Amazon to Doctor Cover instead of Xiamen, it said. “Promptly” and on numerous occasions, the plaintiff contacted Amazon via email, phone calls and written correspondence, requesting that the e-tailer “cease all referrals to Plaintiff of customer complaints and enquiries resulting from the purchase of Xiamen products or any other unaffiliated third-party seller.” The plaintiff urged Amazon to implement measures to ensure “accurate and appropriate referrals, avoiding any additional confusion.” Despite the ongoing requests to Amazon, Doctor Cover continues to receive an average of two to three Xiamen customer complaints per week, it said. The continued referral of unsatisfied customers resulted in “unfair and undue strain” on Doctor Cover; it also disrupted its normal operations and led to a loss of productivity and other financial implications, the complaint said. Doctor Cover asserts claims against Amazon of Unfair Competition under California’s Business and Professions Code and negligent interference with prospective economic relations. It seeks compensatory damages, legal fees and a preliminary and permanent injunction enjoining Amazon from referring Xiamen customers, or any other third-party seller, to Doctor Cover.