A couple of weeks ago I read the third installment of a series I really loved. I will refrain from sharing the name of the novel and its author.
Like any reader, as soon as I finished reading, I wrote my review. When I tried posting it on Amazon (I did buy the eBook, just like any normal and decent human being would), I received a rather concerning email.
I will not share the screenshot of the email as it does contain the title of the book and name of the author. In its place I have copied the body of the email below.
Dear Amazon Customer,
Thanks for submitting a customer review on Amazon. Your review could not be posted to the website in its current form. While we appreciate your time and comments, reviews must adhere to the following guidelines:
http://www.amazon.com/review-guidelines
Here I was, thinking I had included an expletive, or mentioned a brand name within the review. I went back and cross-referenced it against the review I posted on Amazon’s sister site Goodreads, and didn’t see anything wrong with it. I tried to upload it again. Immediately, I received the below message.
Sorry. You’re not eligible to review this product. For more information, read the Customer Review Guidelines.
I thought for a minute, and figured maybe there was an issue with their website… So I tried to input a review for another book by another author, and received the same system message I shared above.
I wrote an inquiry to Amazon regarding the issue. To my surprise, this is the message I received the following day.
Hello,
We cannot post your Customer Review for (book title deleted) by (author name deleted) to the Amazon website because your account activity indicates that you know the author.
Customer Reviews are meant to give customers unbiased product feedback from fellow shoppers. Because our goal is to provide Customer Reviews that help customers make informed purchase decisions, any reviews that could be viewed as advertising, promotional, or misleading will not be posted. To learn more about this policy, please review our Customer Review Guidelines (http://amazon.com/help/customer-reviews-guidelines) and FAQs (http://www.amazon.com/gp/help/customer/display.html/?nodeId=201077870).
We encourage family and friends to share their enthusiasm for the book through our Customer Discussions feature or Editorial Reviews feature. To start a Customer Discussion visit the Meet Our Authors forum and enter your discussion title in the Start a new discussion box. You’ll find the forum here:
http://www.amazon.com/forum/meet%20our%20authors/&cdForum=Fx2UYC1FC06SU8STo have your Editorial Review posted to the detail page, e-mail it directly to the author so they can add it for you.
If you believe you’re eligible to write a Customer Review for this book, send additional details to review-appeals@amazon.com.
We hope to see you again soon.
Best regards,
Harm J,
At this point I am dumbstruck. “I know the author.” That is quite an erroneous and quite presumptous assessment, so I went through the painstaking process of escalating the issue to their Review Appeals Department. At this point, I’m pretty upset.
Greetings,
I am appalled with your recent email message stating a review I wrote could not be posted because my “online activity suggests I know the author.” (Online purchase: X by X eBook.)
This response is ludicrous. I am a writer and published author. I understand the Indie Community is a small one, and among our circles, rubbing elbows with peers is not an uncommon occurrence. I am also a blogger and reviewer who also buys books. When I’m not writing, I am reading and reviewing. My reviews are one hundred percent unbiased, regardless if I have rubbed elbows with peers online. I would like to know who is providing you the information that suggests I may know the author.
That’s a two-edged sword; knowing of an author online, and personally knowing an author in real life are two different things. By your definition it would mean that bloggers such as myself are being barred from reviewing books they legitimately purchased, which in turn contravenes with the notion that reviews for a verified purchase are highly encouraged.
I am left speechless as I don’t know any authors on a level you are suggesting. I merely follow authors on Social Media: Twitter, Facebook, Google+, tsu, and on your partner site Goodreads. I interact with these authors during takeover events. I am an avid reader and I buy my books like anyone else does.
Your claims are unfounded, and as a paying consumer, I demand my review be posted. It is unfair to the authors whose work I love, to be punished for a claim that simply cannot stand. I don’t know any authors on a personal level.
Expecting your prompt response,
Ms. Santiago
(Amazon user: x@x.com)
Sent from Yahoo Mail for iPhone
I was hoping for a better outcome. It took them a week to answer back. To my dismay, this below screenshot is the response I received today.
Amazon has crossed the line.
I pay for my eBooks. I take the time to read and review books I love. The Big Brother mentality Amazon is employing is appalling, and crosses an ethical line of unfathomable proportions. They are not God, and are censoring my passion for the written word. Because of them, I will not be allowed to write and post any further reviews on their site, regardless if I paid, or not. It is a disservice to readers, and a back-handed slap in the face of all authors across the board.
What quantifiable and verifiable ways is Amazon using to determine if I know the author of a book, or not? The fact that they refuse to elaborate as to how I “know the author personally” is highly concerning.
This is what happens when you are a published writer, and write reviews for the books you paid for.
This is wrong, and it has to stop.
It is censorship at its finest. I have interacted with a couple hundred authors over the past year; from events to signings, authors and writers rub elbows during networking sessions. This does NOT mean I know you personally. Knowing someone personally is bearing knowledge about them, from say… their favorite color to their social status.
Amazon, you have spat in the face of those authors and writers whose work deserve praise and recognition. I am shocked and appalled. At this time, I will discontinue writing peer reviews. I will complete my list of pending reviews, and will cease from posting them on Amazon.
I’m truly sorry, but my wings have been clipped.
Don’t hate me for it.
Blame Amazon for their questionable business practices.
Feel free to post your comments below. I’m eager to read your thoughts.
-i
Please share this blog post if you think this business practice is unfair.
#ExplainYourselfAmazon #Censorship #QuestionableBusinessPractices #AuthorsDependOnReviews #ClippedWings
imy santiago 
What I find most disturbing is that you could easily open a fake account, not buy the book, and leave a review. It would probably be posted with no issue at all. I am aware of an “author” locally that mostly plagiarizes from amateurs, then publishes and sells short stories, anthologies, etc through Amazon. We (other local Authors) have informed Amazon. They have done nothing. She has many glowing reviews on her stuff that all read almost exactly the same and from a few of the same “readers” on all her stories. It is known around here to be her, her mother and a few close friends with different accounts doing the reviews. We have also informed Amazon of this; they have done nothing. Apparently, Amazon allows a computer formula, based on social media data mining, make all their decisions for them regarding this matter.
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Maybe it is time people (authors and readers) start looking else where to publish, buy and review their books. As long as everyone sits back and don’t hit amazon where it hurts (money) they are going to get worse. I only buy books from them when I have a gift card.
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Amazon is just so convenient. And fast. And so well-sorted. And international. Despite their BIG flaws (their treatment of their staff is not a good example to others and their business methods with their suppliers are shady) – there is a reason why they are so successful.
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Reblogged this on kajtherage and commented:
Happens all the time to my readers and myself. I have made 100’s of reviews that Amazon never posted. Reviews are so important in helping others choose what to read. Yet, Amazon allowed someone to leave review that stated they dislike the title of my book and never read or purchased it. They even insulted others who had left positive reviews.
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Reblogged this on Chris The Story Reading Ape's Blog and commented:
All Authors in my blog TSRA Authors Hall of Fame – if my reviews of your books disappear, it will be because Amazon have discovered my blog and your appearance on it – the implication being that I know all 500+ of you personally – SIGH – I Wish I DID…
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Reblogged this on livibuglady and commented:
Wow
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Interesting. Amazon is a fascinating giant to do business with. They can lift you up on their shoulders, or smash you into the ground. Sorry to hear you’re having the problem. I find it more disconcerting that they have some method of figuring this out, and also a little disconcerted that they’re okay with me reviewing my friend’s work. Wonder how they figure on it.
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Here’s another thought. As authors we are selling not just ourselves. That’s a big part of how we market our books. We have to meet our fans on social media, it’s where the majority are now. So are we to be punished we dared to make business relations and meet our customers (like any good business)? I have not published just yet, but it’ll be here soon. I’m reading more and more discouraging things about Amazon. And it scares me. It seems they are hellbent on alienating the very people who got them where they are. When is this going to blow up? Because right now it seems they are headed in a very bad direction. Either Amazon or the indie author community will eventually sink (and I really don’t think it will be the indies).
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*not just our books, but ourselves
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I had this happen to me, not long after I started out. I never asked for the review, or tried soliciting it in any way. As you say, authors are on social media and we interact with readers. Noticeably Amazon NEVER seem to target authors from the big houses. They do sod all about trolls –that happened to an author mate of mine and the trolls in question were the pals of another author in the same publishing house. I really hope they sink. Their hold on the marketplace is a shocker.
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I was thinking had my review been negative in nature, surely it would’ve been approved to post…
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Well…. there’s a very good point. Here’s the other thing re my pal, these one star reviews were there and the damn book was not even on sale. It was up for pre-order.
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This is Kafkaesque. I am blind and use screen reading software which converts text into speech and braille. Screen shots are perceived as images by Jaws
and as it can not interpret images I can not read the screenshot of the Amazon email. Would you be able to render it in text or summarise it please? Thanks.
Kevin
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Hi, Kafkaesqhe!
Below is the transcript of Amazon’s response to my inquiry (the screenshot). Thank you for letting me know. Hugs.
Hello,
We removed your Customer Reviews because you know the author personally.
Due to the proprietary nature of our business, we do not provide detailed information on how we determine that accounts are related.
To learn more about this policy, please see our Customer Review Creation Guidelines (http://www.amazon.com/review-guidelines).
We cannot share any further information about our decision and we may not reply to further emails about this issue.
Review Moderator Amazon.com
http://www.amazon.com
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Reblogged this on Sha Renée .
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Reblogged this on Lisa Beth Darling and commented:
I keep telling everyone how horrible Amazon is. Here’s even more proof.
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Reblogged. I’m sorry you went through this. I keep telling people Amazon is horrible and Bezo’s head is so swollen it’s totally amazing he can get it through a doorway.
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Have you tried to e-mail Jeff Bezos himself? jeff@amazon.com He does not reply personally but somebody on his behalf replies and things tend to get escalated. I know there have been many issues with reviews and fake reviews but this is throwing the baby with the bath water.
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Seconding this. This must be resolved. Sometimes, Amazon’s behavior is appalling.
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I haven’t. Thank you for your suggestion!
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Reblogged this on Rad/Dom.
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What about reviews written by haters and people trying to make authors look bad. What’s Amazon doing about them? WHAT???? nothing you say??? POINT MADE.
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Reblogged this on Italian Brat's Obsessions.
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I JUST had the same thing happen to me. I was like “Damn, I wish I knew all the authors I wrote reviews for, that would be awesome!” I tried to fight it, same response.
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Reblogged this on Half a loaf of fiction and commented:
More Amazon shenanigans…
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Amazon has become a complete monster. I am a 3rd party seller there, and spend a good part of my time online seeking alternate marketplaces to sell on. This is just one example of the arrogance and ignorance that is running rampant there…
Did you know, for instance why you can’t find SETS of media on Amazon… such as a comic book miniseries of 4 issues as an example? Because Amazon takes a percentage (plus a variable flat rate fee as well) from each sale, including the shipping fees… so they only allow that set to be sold as 4 individual items, to charge $16 for shipping instead of $4. Bigger chunk of the pie for Amazon. The only exception is when the publisher sells the set as a set with a single UPC or ISBN… Just one example…
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In such a digital era, Amazon should revisit their policies. What was good in 2012 isn’t necessarily good in 2015. I’m sorry this has happened to you.
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Thank you for taking the trouble to share this. Exactly the same happened to me. I took my interaction with Amazon one stage further. I sent them a Subject Access Request under the Data Protection Act asking for disclosure of personal information they held on me – given that this was clearly inaccurate as I didn’t know the author I was barred from reviewing.
They replied that they did not give out this information, it was not their policy.
In summary, I required them to adhere to their legal obligations under the UK Data Protection Act. They said no. Or maybe it would be more accurate to summarise their response as “No, we are above the law”.
I had other things to do and didn’t take it further. I’m pretty sure that a report to the data commissioner would have been shelved, although it occurs to me that if enough people asked to see copies of their personal data held by Amazon and complained when the request was refused something might happen…
I posted my review on my own blog and on Goodreads.
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Consider contacting the ACLU. Seems to be a 1st Amendment free-speech issue.
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No, because Amazon is a private business. There’s no First Amendment issue.
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There is no First Amendment issue because Amazon is a private company, not the government.
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Reblogged this on Barrow Blogs: .
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Reblogged this on michellesurtees71.
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Reblogged this on Allison Cosgrove and commented:
This is just wrong… #AmazonExplainYourself
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This makes me wish I had a blog to post this to. I will share this on facebook and make sure all my friends, readers and authors included. This is WRONG!
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Reblogged this on Rockstar Reviews.
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Reblogged this on staceylei's book blog and commented:
Pure craziness. Must read.
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Reblogged this on Library of Erana and commented:
Worrying. Whilst I agree some reviews CAN be biased – like someone’s sister reviewing the majority aren’t. Personally I can separate Author me from Reader me. I might think someone’s books are great but don’t know them or think they are a jerk, likewise someone I might pass the time of day with on facebook might write in a genre I read. That doesn’t mean I will give them a good rating because of it, if I don’t like it.
Authors review as readers not because they want a review in return. Personally I state I do not review on request and I don’t review swap. If someone reviews my book I want them to be honest – even if the review is negative not because they think they’ll get a good review in return.
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Even when I review my grandmother’s books, I maintain as objective a perspective as possible. If I didn’t like the story, I would refrain from writing a review. Most of my review talk about how children I have babysat or worked with in a summer camp situation reacted to the stories.
Just because a reviewer is a blood relative does not mean it is a disingenuous review.
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Reblogged this on Writing one page at a time and commented:
Fight the censorship!
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I worked at Amazon. This does not surprise me at all. The entire time I worked there I called them “big brother”. Unfortunately, I am not sure how to stop them at this point. They have become too large.
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I’m not totally surprised. My husband has a store with sporting goods advertised on Amazon. After receiving prompt and kind service, a customer was told she could not give us positive feedback because she “knew ” us. Neither she, nor we, ever got an answer on how this could be. Stores, like any seller or author, depend on positive feedback in their ranking of when their item/price is seen. Our only guess is that she lives in the city where our warehouse located, which is not a retail store.
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I totally agree with you that it’s ridiculous that Amazon is doing this. I can understand banning reviews where there is a clear biased, but they seem to be casting too wide a net on this rule.
That being said, I couldn’t help but address this:
and your claims of “censorship”.
Although I agree with you that this is silly, it’s not WRONG or CENSORSHIP or UNFAIR. Amazon is a business who owns their website. They’re fully within their rights to have any rules they want, even if they are stupid or silly. They’re not violating the first amendment because they refuse to publish your review. It’s their site, their space, their rules. They can do whatever they want.
Whether or not this is a stupid rule or if you’ve actually violated that rule is another matter. But it doesn’t change the fact that they can still do whatever they want and it’s not really censorship if they choose to not post things on their site.
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I appreciate your comments, Ashley. At the end of the day, everyone is entitled to their opinion.
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It would be helpful if you could post your review, and we could dissect it to try and figure out what incited the problem. Are you putting a disclaimer on your ARC reviews? Do you discuss a variety of authors and books or only a few in a specific genre? Do you post reviews for things other than books?
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“Reflecting can be like a piece of wood. Run your finger with the grain and it’s silky, almost soft. Run your fingers against the grain and it can be rough and painful. So much like life, itself. Time moves on whether we want it to or not.” (Author name, book title deleted, though, a simple web engine search will lead towards the author)
Having read the predecessors in the (series title deleted) (predecessor novel titles deleted), I was eager to traverse the bumpy road (author surname deleted) had quite eloquently promised. I started reading with much apprehension and my worries were not unfounded.
(Book title deleted) provides answers to all the interrogatives brought forth in the previous installments. We have a little bit of everything: loss, heartbreak, fear, unity, and love. This book took me a month to read, and not because it was a hard read, but because I wanted to savor my remaining time with all four of these characters.
(Author surname deleted) has webbed an incredible romantic suspense story that is riveting, gripping, with dialogue that is forward and convincing, while her prose thoroughly paints the scene equivalent to being there, making me question if this is truth or fiction. To put it simply, I throughly enjoyed this book!
Do yourself a favor. Read this book. Five Hazelnut Spread Stars from me. Brava.
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And as I mentioned in the blog post, this review belongs to a verified purchase.
I read everything, but my focus is romance, and all of its sub-genres.
As you can see, there is nothing remotely wrong with this review. The issue isn’t the review, the argument is, how does Amazon determine, and what resources do they use to make a poignant claim that I “know the author personally.” That is the biggest issue here.
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Reblogged this on Ms C's Diversions and commented:
#BookBloggers #BookReviewers #Readers #Authors PLEASE READ!!
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Happens a bunch to my reviews. It has gotten to the point I’ll post a review and then just hope it goes through. Amazon anymore just does it’s own thing.
I interact with tons of Authors, it doesn’t mean that I’m out to dinner with them every week, watching their kids, or doing their laundry…It just means I’m keeping up on their work, seeing what’s coming out next, supporting their release parties and such…Helping their sales and such. It’s called being a FAN…something that Amazon doesn’t seem to understand.
My favorite emails from Amazon are the ones that say “Your review has been published” , but they’re nowhere on the site, and when you ask about it, you get the we could publish it BS.
So I publish the same review on B&N and Goodreads…such is life.
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Reblogged this on Lake Erie Mysteries and commented:
This says it all. It’s scary and unfair!
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ridiculous. eBay is the same way – even their head office has a voice mail recording, but no personal contact. I finally had a lawyer write them a letter about my issue.
it seems many of these monopolies are becoming like big brother with customer service teams operating from other countries, and with limited knowledge, and deconnected from the HQs in the US.
I would try and call the amazon ceo or write him/her a letter.
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Reblogged this on Veronica Del Rosa and commented:
Doesn’t Amazon realize that in the indie world, authors will rub elbows? I don’t know every single author I talk to, but now I might be barred from writing a review on a book I’ve bought? Shame on you, Amazon.
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This has been happening for years now. I remember reading one author’s blog post about how one of her fans went through the same thing- and complained to Amazon and Amazon threatened to ban the author (who had nothing to do with the fan). It was crazy.
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Reblogged this on North of Andover and commented:
‘You broke the rules, but we refuse to tell you what those rules are.’ Yeah, there’s definitely something wrong here…
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Reblogged this on Book Thoughts N Things and commented:
I’ve had reviews deleted from Amazon but not for “knowing the author.” This is taking it too far. They should have to tell someone how they came to determine they think someone knows the author. I know a few authors on Amazon but I sure ain’t stating their names now!
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Reblogged this on Kawanee's Korner and commented:
Oh man this is BS… we need to stand up and make our voices heard as a community! I know a lot of indie authors through giveaways and book launches.
This is ridiculous!
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I am in shock. I’m sure I’m not the first nor will be the last that has actually reviewed a friend’s book in Amazon. Luckily, our friendship had survived because I’m a very honest reviewer, but now I’m afraid that whatever method Amazon is using to control reviews won’t allow me to review more of their books. I’m appalled at the way they refused to provide further information. Is this even legal?
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That is an excellent question.
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This also limits authors from using promotional sites which require the book to have 10 and sometimes 20 Amazon reviews. Thus keeping the author from getting their book seen by even more readers. Thanks for sharing. All authors need to be aware of this.
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Reblogged this on Kathy Waller and commented:
If you write, you will want to read this post. If you read, you’ll want to read it. If you post reviews on Amazon, you’ll want to read it. It raises one BIG question.
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