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Description

This company offers a variety of new and used items for sale through the Internet.


BBB Accreditation

A BBB Accredited Business since

BBB has determined that Amazon.com meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.

BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.

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Reason for Rating

BBB rating is based on 13 factors. Get the details about the factors considered.

Factors that raised the rating for Amazon.com include:

  • Length of time business has been operating
  • Complaint volume filed with BBB for business of this size
  • Response to 6962 complaint(s) filed against business
  • Resolution of complaint(s) filed against business


Customer Complaints Summary Read complaint details

6962 complaints closed with BBB in last 3 years | 2813 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 910
Billing/Collection Issues 954
Delivery Issues 787
Guarantee/Warranty Issues 188
Problems with Product/Service 4123
Total Closed Complaints 6962

Customer Reviews Summary Read customer reviews

187 Customer Reviews on Amazon.com
Customer Experience Total Customer Reviews
Positive Experience 23
Neutral Experience 10
Negative Experience 154
Total Customer Reviews 187

Additional Information

BBB file opened: August 01, 1996 Business started: 07/01/1995 in WA Business started locally: 07/01/1995 Business incorporated 06/18/1996 in DE
Licensing, Bonding or Registration

This business is in an industry that may require professional licensing, bonding or registration. BBB encourages you to check with the appropriate agency to be certain any requirements are currently being met.

These agencies may include:

Washington Secretary of State Corporations Division
801 Capitol Way S, Olympia WA 98504
http://www.secstate.wa.gov/corps
Phone Number: (360) 725-0377
corps@sos.wa.gov

Type of Entity

Corporation

Ticker Symbol

AMZN

Business Management
Mr. Brett O'Keefe, Executive Customer Relations Suchandra Basu, Manager Mr. Jeff Bezos, President
Contact Information
Principal: Mr. Brett O'Keefe, Executive Customer Relations
Customer Contact: Nitin Rautela, Manager
Business Category

Internet Selling Services Books - New Books - Textbooks New & Used Books - Used & Rare General Merchandise - Retail Internet Shopping Corporate, Subsidiary, and Regional Managing Offices (NAICS: 551114)

Alternate Business Names
Amazon Com Intl Marketplace Inc Amazon Com Washington LLC Amazon Export Sales Inc Amazon.Com Inc Amazon.Com Books Inc MyHabit MyHabit.com
Additional Information

BBB generally reports 100% of all reportable complaints except for those businesses who maintain a large volume of complaints. BBB currently publishes 30% for Amazon.com.


Customer Review Rating plus BBB Rating Summary

Amazon.com has received 0 out of 5 stars based on 0 Customer Reviews and a BBB Rating of A+.

BBB Customer Review Rating plus BBB Rating Overview

Additional Locations

  • 1200 12th Ave S Ste 1200

    Seattle, WA 98144 (866) 216-1074 (866) 395-6759

  • PO Box 81226

    Seattle, WA 98108

  • THIS LOCATION IS NOT BBB ACCREDITED

    1 Centerpoint Blvd., PO Box 15550

    New Castle, DE 19720

  • THIS LOCATION IS NOT BBB ACCREDITED

    560 Merrimac Avenue

    Middletown, DE 19709

  • THIS LOCATION IS NOT BBB ACCREDITED

    1155 Worldwide Boulevard

    Hebron, KY 41048

  • THIS LOCATION IS NOT BBB ACCREDITED

    3680 Langley Drive

    Hebron , KY 41048

  • THIS LOCATION IS NOT BBB ACCREDITED

    4255 Anson Boulevard

    Whitestown, IN 46075

  • THIS LOCATION IS NOT BBB ACCREDITED

    715 Airtech Parkway

    Plainfield, IN 46168

  • THIS LOCATION IS NOT BBB ACCREDITED

    1150 S. Columbia

    Campbellsville, KY 42718

  • THIS LOCATION IS NOT BBB ACCREDITED

    2020 Joe B Jackson Pkwy

    Murfreesboro, TN 37127

  • THIS LOCATION IS NOT BBB ACCREDITED

    4400 12th street extention

    west columbia, SC 29033

  • THIS LOCATION IS NOT BBB ACCREDITED

    1245 E Washington Ave
    Ste 300

    Madison, WI 53703

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BBB Customer Review Rating plus BBB Rating Overview


BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.

Customer Review Experience Value
Positive Review 5 points per review
Neutral Review 3 points per review
Negative Review 1 point per review

BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.
Details

BBB Letter Grade Scale

BBB Rating Value
A+ 5
A 4.66
A- 4.33
B+ 4
B 3.66
B- 3.33
C+ 3
C 2.66
C- 2.33
D+ 2
D 1.66
D- 1.33
F 1
NR -----
Star Rating scale

  Average Score
5 stars 5.00
4.5 stars 4.50-4.99
4 stars 4.00-4.49
3.5 stars 3.50-3.99
3 stars 3.00-3.49
2.5 stars 2.50-2.99
2 stars 2.00-2.49
1.5 stars 1.50-1.99
1 star 0-1.49

BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.

Complaint Detail(s)

2/10/2016 Problems with Product/Service
2/10/2016 Delivery Issues
2/10/2016 Problems with Product/Service
2/10/2016 Guarantee/Warranty Issues
2/9/2016 Problems with Product/Service
2/9/2016 Problems with Product/Service
2/9/2016 Billing/Collection Issues
2/9/2016 Delivery Issues
2/9/2016 Delivery Issues
2/9/2016 Billing/Collection Issues
2/9/2016 Billing/Collection Issues
2/9/2016 Delivery Issues
2/9/2016 Problems with Product/Service
2/9/2016 Billing/Collection Issues
2/9/2016 Problems with Product/Service
2/9/2016 Problems with Product/Service
2/9/2016 Delivery Issues
2/9/2016 Problems with Product/Service
2/9/2016 Billing/Collection Issues
2/9/2016 Problems with Product/Service
2/9/2016 Problems with Product/Service
2/9/2016 Delivery Issues
2/9/2016 Problems with Product/Service
2/9/2016 Problems with Product/Service
2/8/2016 Problems with Product/Service
2/8/2016 Billing/Collection Issues
2/8/2016 Billing/Collection Issues
2/8/2016 Problems with Product/Service
2/8/2016 Advertising/Sales Issues
2/8/2016 Billing/Collection Issues
2/8/2016 Problems with Product/Service
2/8/2016 Problems with Product/Service
2/8/2016 Billing/Collection Issues
2/7/2016 Problems with Product/Service
2/7/2016 Advertising/Sales Issues
2/7/2016 Problems with Product/Service
2/7/2016 Problems with Product/Service
2/6/2016 Problems with Product/Service
2/6/2016 Billing/Collection Issues
2/6/2016 Billing/Collection Issues
2/6/2016 Problems with Product/Service
2/6/2016 Problems with Product/Service
2/5/2016 Billing/Collection Issues
2/5/2016 Billing/Collection Issues
2/5/2016 Billing/Collection Issues
2/5/2016 Problems with Product/Service
2/5/2016 Delivery Issues
2/5/2016 Problems with Product/Service
2/5/2016 Problems with Product/Service
2/5/2016 Problems with Product/Service
2/5/2016 Problems with Product/Service
2/5/2016 Delivery Issues
2/5/2016 Problems with Product/Service
2/5/2016 Problems with Product/Service
2/5/2016 Billing/Collection Issues
2/5/2016 Guarantee/Warranty Issues
2/5/2016 Billing/Collection Issues
2/5/2016 Billing/Collection Issues
2/5/2016 Problems with Product/Service
2/5/2016 Delivery Issues
2/5/2016 Delivery Issues
2/4/2016 Problems with Product/Service
2/4/2016 Advertising/Sales Issues
2/4/2016 Problems with Product/Service
2/4/2016 Problems with Product/Service
2/4/2016 Problems with Product/Service
2/4/2016 Problems with Product/Service
2/4/2016 Problems with Product/Service
2/4/2016 Billing/Collection Issues
2/4/2016 Problems with Product/Service
2/4/2016 Problems with Product/Service
2/4/2016 Problems with Product/Service
2/3/2016 Billing/Collection Issues
2/3/2016 Delivery Issues
2/3/2016 Billing/Collection Issues
2/3/2016 Problems with Product/Service
2/3/2016 Problems with Product/Service
2/3/2016 Problems with Product/Service
2/3/2016 Problems with Product/Service
2/3/2016 Advertising/Sales Issues
2/3/2016 Problems with Product/Service
2/3/2016 Problems with Product/Service
2/3/2016 Problems with Product/Service
2/3/2016 Problems with Product/Service
2/2/2016 Problems with Product/Service
2/2/2016 Delivery Issues | Complaint Details Unavailable
2/2/2016 Billing/Collection Issues
2/2/2016 Problems with Product/Service | Complaint Details Unavailable
2/2/2016 Billing/Collection Issues | Complaint Details Unavailable
2/2/2016 Problems with Product/Service | Complaint Details Unavailable
2/2/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Amazon closed my account and canceled the order. that was very important order. They said that I have several accounts and one of them cannot meet the terms of Conditions. But, I use only one account. So, Amazon close my account due to what I didn't even didn't know. I mailed to Amazon that check again or give me chance to prove my innocence. But they repeated I cannot reopen my account as terms of Conditions. I was kicked from Amazon without any reason and my order canceled unilaterally. They broke the fairness of contract, violated the rights of know. I think core of these rights taking precedence over the terms of Condition. And they mentioned my poor English. Do rights of customer need high-level English? or am I writing incomprehensible sentences? They treated me as a cheater and a dumb.

Desired Settlement: First, apology me about considering as a cheater. Second, they will reopen my account and order. If they don't want to do that, at least they have to provides me where my privacy for me to protect my private information. In addition, I recommend them to update system and educated their employee.

Business Response: Hello *****,


I'm Mahesh 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.


I'm sorry to hear the problem with your Amazon.com account, I understand you'd like the account to be reinstated.


*****, I've checked the correspondence with Customer service and as informed by our account specialists, our stance on this matter stands still, your account won't be reinstated due to closing of multiple accounts,as your Account is closed, your private information is protected, no one else would have access to it.


I realize you're upset, and I regret we've been unable to address your concerns to your satisfaction. However, we'll not be able to offer any additional insight or action on these matters, and any further inquiries on this matter will not receive a response.


We appreciate your business and hope to have the opportunity to serve you again in the future.


Best regards,


Mahesh.V
http://www.amazon.com

2/2/2016 Problems with Product/Service | Complaint Details Unavailable
2/2/2016 Problems with Product/Service | Complaint Details Unavailable
2/2/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I open the Account with amazon ***********@gmail.com) back in Oct 2015. I place multiple order and due to product issue i have to return couple of them. I also bought the prime membership 99$ with this account. Last week one of the sales specialist contact me and suggest they close my account for policy violation. I tried to get the policy details but he unable to help me. My wife love shopping on Amazon so she open her own Account (**********@gmail.com) and today i got email from Account specialist that they close my wife account as well. I am trying to explain them the returns i did with my account ***********@gmail.com) already covered by my prime membership cost (99$). you have no rights to close my wife account (**********@gmail.com). It looks to me more like personal and ego issue then policy issue. Amazon already close my ***********@gmail.com) and cost me 99$ of membership and now closing my wife account (**********@gmail.com) is insane. They should not close my wife account. what in a world people combine two accounts and treat as one. It's looks to me more like a personal intense of harassment. Appreciate your help.

Desired Settlement: Refund me 99$ of prime membership and continue my wife account (**********@gmail.com). I don't care if i can do shopping or not but my wife should not be treated like this.

Business Response:

Hello *******,


I'm Vijay K**** 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.


I completely understand your concern about the Prime refund and action taken on your wife's account.


I've forwarded this issue to your our account specialist team and requested them to look into this on priority. I just wanted to let you know I'll write back in 2-3 business days with more information.


Thanks for giving me time to find the best solution.


Please feel free to contact us directly by replying to bbb@amazon.com if we can be of further assistance.

 

 

 

 

 

 

Regards,

Vijay K.
Amazon.com
http://www.amazon.com
============================

2/2/2016 Problems with Product/Service | Complaint Details Unavailable
2/1/2016 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: This company can make me 100% satisfied if ALL purchased products from Amazon.com came with a tracking number. I ordered some products from Amazon on January 8th 2016, and most of them somehow went to the wrong address. Two of those products never have been delivered, and since there was no tracking number, I was not able to recover my products from USPS (United States Postal Service), the company that was supposed to deliver them. My point is, not all products purchased at Amazon.com come with tracking numbers, making it impossible for customers to collect their purchases at the package delivery company stores, or post offices, in case their products have been shipped but undeliverable. It would benefit me and other Amazon customers more if ALL purchased products from Amazon came with a tracking number to avoid such situations like mines.

Desired Settlement: Place delivery tracking numbers on ALL products purchased by Amazon.com customers.

Business Response: Hello *******,


I'm Mahesh 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.


I'm sorry that your orders weren't delivered to your shipping address, I understand you'd all the orders to be shipped with tracking numbers.


*******, I've checked the order #******************* and see that it was sold and shipped by a Marketplace seller. Sellers on our website have different shipping policies than to the items sold and shipped from us. It depends up on the sellers to provide tracking numbers to the Customers, while we urge all the sellers to handle the orders like we do, there are sometimes like this case, where tracking numbers aren't provided, please know that I've forwarded your feedback to our sellers team for consideration while making further improvements.


Please feel free to contact us directly by replying to bbb@amazon.com if we can be of further assistance.


Regards,


Mahesh.V
Amazon.com
http://www.amazon.com

Consumer Response:
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

******* *******

2/1/2016 Problems with Product/Service | Complaint Details Unavailable
2/1/2016 Problems with Product/Service | Complaint Details Unavailable
2/1/2016 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: ON 10-9-15 I ordered 2 OtterBox Defender Series Cases for iPad 4. The charge posted to our school's card on 10/13/15. $73.98 for 2 @36.99.. Estimated delivery date was between 11/5/15 and 11/24/15. We have not received these items despite numerous attempts to contact Amazon and the company they used, Phone Case. The order number is *******************. The tracking number given for the products does not exist according to USPS. The tracking number is ************** These items were charged on a public schools credit card.

Desired Settlement: At this point we just want the product or the charges put back on the school's credit card.

Business Response: Hello,



I'm Madhavilatha 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.



I'm sorry to learn about the experience you've had with the order #******************* and the seller PHONE CASE couldn't assist you. I appreciate you taking the time to bring this to our attention.



Orders placed with registered sellers on our website work a little different from those shipped and sold by Amazon.com. The fulfillment and shipping is done by the seller--Amazon.com is not directly involved in these orders. Order assistance including order information, order changes, returns, replacement or refunds is provided by each seller based on their policies.



We expect all Sellers to maintain the same high standard of customer service that Amazon does, and we encourage buyers to try to reach a solution with their Seller where possible. The A-to-z Safe Buying Guarantee exists as a final resort for buyers who haven't been able to find a satisfactory resolution or in cases where a Seller is unwilling to engage in correspondence with the buyer. For eligible orders, you can file a claim by entering your order number (******************* ) here:



https://www.amazon.com/gp/a-z-guarantee/submit-claim.html



If you need assistance submitting your claim, please visit the following link and select either the 'chat' or 'phone' option:



https://www.amazon.com/gp/help/customer/contact-us

You'll also find information about submitting, eligibility, processing times and how to check your claim status on our Help pages:



http://www.amazon.com/help/a-to-z-guarantee



I've also forwarded the details you sent us to our investigations team about the seller. Each report they receive is investigated and the appropriate action is taken. However, we won't be able to release the outcome of the investigation. If you'd like to send more details to this team, please use the form below and choose the "Report a violation of our rules" option:



http://www.amazon.com/gp/help/reports



Please be assured that the vast majority of such purchases go very smoothly, and can be an easy and convenient way to find the items you need.



Please feel free to contact us directly by replying to bbb@amazon.com if we can be of further assistance.







Regards,

Madhavilatha A.
Amazon.com
http://www.amazon.com



Consumer Response:
Complaint: ********

I am rejecting this response because: I have tried several times to contact Phone Case as the attached emails will show.  The confirmation of these emails to Phone Case came from Amazon therefore; Amazon was aware of the problem I was having with Phone Case.  Amazon, as a reputable company, to me is responsible for the companies they allow to do business on their site.  They must have some sort of check and balance system to protect their customers that trust their sight.  A companies trust is everything.  It is Amazon's responsibility to have honest companies on their site or refund customers their money, or send them the merchandise purchased.  I am not satisfied!

Sincerely,

****** ******

Business Response: Hello,



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 understand your concern about the refund on the order #*******************.



I tried to file A-Z guarantee claim for your order, but the MasterCard used on the order isn't an available payment method on our website anymore. Due to debit and credit card regulations, we're required to process all refunds to the original payment method used for the purchase.



Hence, I've informed to contact us either phone or chat so that they can verify security and assist you in adding the payment to your account and filing A-Z guarantee claim. However, you can add your payment to your account and reply to this e-mail, so that I will file A-Z guarantee claim on your order.



Visit Your Account (http://www.amazon.com/your-account), click "Add a Credit or Debit Card" in the Amazon Wallet section, and follow the onscreen instructions. If you need to add a new card when placing an order, enter your new information in the payment section of our order form.



You can also contact our customer service by visiting the link below and select either the 'chat' or 'phone' option:



https://www.amazon.com/gp/help/customer/contact-us



You'll find more information about managing your payment methods on our Help pages:



http://www.amazon.com/help/payment/settings



Please feel free to contact us directly by replying to bbb@amazon.com if we can be of further assistance.





Regards,

Madhavilatha A.
Amazon.com
http://www.amazon.com



Consumer Response:
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I have added the credit card back onto Amazon.com for them to put the payment back onto that card.

Sincerely,

****** ******

2/1/2016 Problems with Product/Service | Complaint Details Unavailable
2/1/2016 Billing/Collection Issues | Complaint Details Unavailable
2/1/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Amazon seller knowingly sold me a defective watch with no paperwork or warranty as new. The seller then stated that I damaged the watch and offered to refund about half the price paid if I return the watch. Since this was unacceptable I filed the claim with Amazon's A-Z guarantee program. Amazon's A-Z guarantee program requested that I ship the watch to seller within 3 business days by traceable and insured service. Amazon advertises free shipping and returns for the Prime members and states that the same standards should apply to all sellers on the marketplace. I am a Prime member. I already paid for the shipping of the watch to me once. And then I have to pay for return shipping as well?! This is unacceptable! I requested a free return shipping label and a full refund from Amazon. They replied that the refund had been issued, but cited wrong order number which is not one of my orders at all. To this day and after extensive correspondence Amazon has been unable or unwilling to sort this mess out.

Desired Settlement: ISSUE REFUND FOR THE FULL AMOUNT OF $152.86.

Business Response:

Hello,

Although we understand Buyer's position, they will need to return the item to the seller before we can move forward with this claim.

To help with the return shipping costs, we have issued the buyer a credit to the original payment method for $10. This credit will not affect any account credit the seller issues to buyer for the returned item.

Buyer will need to ship via USPS if the seller's return address is a P.O. Box.

We recommend that they insure the item and request signature confirmation delivery service. If they do not use a trackable method to return their item and the seller does not provide an account credit to them, we may not be able to cover buyer under the A-to-z Guarantee.

Sincerely,
Amazon

Consumer Response:


Complaint: ********

I am rejecting this response because:

Item shipped back to seller via FedEx, tracking number ************.

This complaint will only be resolved when full refund in the amount of $152.86 is issued to me. At this time Amazon claim status states: "Buyer claim denied

January 22, 2016"


Sincerely,

******* ******

 

Business Response:

Hello from Amazon,

We are writing in response to the buyer's complaint regarding order *******************. The buyer has been reimbursed in full, as the return was delivered back to the seller. Please consider this claim closed.

Thank you for your interest.


Consumer Response:


Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

However, I'd like the details of this complaint to remain publicly available through the Amazon's BBB record. Amazon's handling of this issue, the amount of time and effort it took to get it resolved and the very fact that the BBB had to be involved in order for it to get resolved are unacceptable for a business which claims to be "the most customer-centric company on Earth". That is simply not true. Consumers have a right to know how Amazon is treating its customers. When a buyer, in clear violation of marketplace policy, sells a used defective product with no paperwork or warranty as new, it should not take a month and the BBB to get this matter resolved. One e-mail should have had sufficed.

Sincerely,

******* ******

2/1/2016 Problems with Product/Service | Complaint Details Unavailable
2/1/2016 Problems with Product/Service | Complaint Details Unavailable
2/1/2016 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Where should I start? 1/1/16- I placed order # *******************. One for a peanuts calendar for 11.31 and for a dally planner for 23.54 . 1/3/16- The order was cancelled. I thought the money would be put back in my account within 24-48 hours. Not with Amazon. I called my bank and they said the amount won't come off until the end of January unless I get an e-mail from Amazon stating the order has been cancelled and the dollar amount for each item. If I could produce this e-mail, my bank will be able to replace the funds within 1-2 days. Of course the cancellation e-mail from Amazon does not have the dollar amounts. Just the items. I contacted customer service via e-mail to get the order with the dollar amounts and I received everything but that. Finally on Saturday(1/9/16) got the information. Now a new issue has come up. I ordered a planner and calendar on Tuesday 1/5/16. They took funds out on Tuesday for the planner because the item is coming from a different merchant then Amazon. The dollar amount is $15.95. Now today, I get an e-mail that my order was declined. The order has been declined because they are trying to charge me for the planner again and the calendar which totals: $24.05 including taxes instead of just charging me $7.44 for the calendar. I have enough funds in my account. I have contacted Amazon four times via chat and the first representative was clueless, the other three said they saw that payment was confirmed. If so, why does it say payment declined in Amazon. Plus I keep getting e-mails that my order was declined. This is crazy! All of this could have been avoided if people on their end did some research and make the necessary adjustments. This is the worst experience I have had with Amazon and care not to deal with them anymore. Their workers are poorly trained. The way they do business has gotten worst. Almost laughable.

Desired Settlement: I want my back and if my order is not shipped then cancel it and repay me all of my money. Which totals: $50.85. Should get Prime free for three months after this insane nightmare.

Business Response: Hello *****,


I'm Srikanth 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.


I'm sorry to learn about the disappointing experience you've had with the recent orders placed and our customer service team couldn't assist you. I've made sure the appropriate supervisory personnel are aware of your experience to make sure we provide proper training for the future, as this is not at all the level of service we aim to provide our customers.


I understand that the order # ******************* was cancelled and you never received the refund. I've checked and see that this order has been cancelled and you were never charged. When you place an order shipped and sold by Amazon.com or one of our merchant partners, we contact your bank for a purchase authorization to verify your card but don't actually charge you until the order ships. Some banks may hold funds in your account for these authorizations even if the order is canceled. Orders from our Marketplace sellers may be charged at the time of purchase.


You'll need to contact your bank for assistance. They can tell you why funds on your account may be unavailable and clarify how long they hold payment authorizations for online orders. This hold time may vary from bank to bank and may sometimes be up to 10 days.


I can provide you with the settlement verification code. It depends on the policies of your bank, but this may be able to help your bank locate and remove the authorization in question. Here’s that information:


- Settlement Verification Code: ******


Regarding the order #******************* , I see that the payment wasn't successful. We're unable to determine exactly why your bank declined our attempt to charge your card. A charge can fail for a variety of reasons, many of which may not be related to the validity of the credit card or available balance. Here are some things to check:

- Have you entered the credit card number correctly, without any transposed digits?
- Have you entered the correct expiration date? Has the date expired?
- Have you entered the billing address and phone number that match those associated with your credit card?
- Have you exceeded your credit limit?
- Has your credit card recently been reissued with a different credit card number and/or expiration date?


You may want to contact your issuing bank to ask about their restrictions regarding electronic or Internet purchases, as this may be the source of the problem. Also, if the card has been updated or revised in any way recently, we'll need that new information so your order can be processed.


Further, I see that you've contacted our customer service on January 11, 2016 and we've provided you the authorizations with the amounts in the email. I also see that we've issued a $10 promotional credit.


Your experience here has been highly unusual and is not at all typical of what you can expect when shopping with us. You're a long-time and valued customer of Amazon, and I hope you'll give us another chance.


Please feel free to contact us directly by replying to bbb@amazon.com if we can be of further assistance.


Regards,


Srikanth.G
Amazon.com
http://www.amazon.com

Consumer Response:


Complaint: ********

I am rejecting this response because:

For Order # *******************- That is correct.  I was never charged for those items.  I cancelled the order.  That order is not the issue.  My bank does use settlement codes or any other codes.   And this is where my nightmare started.                I was charged for order# *******************.  The amounts including shipping were: $22:54 for the 2016 BRANCHES BIRDS Inspirational Christian Daily Planner January To December Day Planners Weekly Monthly Agenda, 6 x 9 and $10:31 for the Peanuts 2016 Wall Calendar.  I called my bank several times and they don’t use verification codes or settlement codes.  They would accept an e-mail from Amazon with confirmation that the order has been cancelled, the items cancelled and the dollar amounts.  This would be the only way the charges would be removed from my account 2-3 weeks early.  I must have been speaking Martian because I told every representative that I contacted what the bank needed and for some reason nobody wanted to give me this information.  Not sure what the problem was.  I had to go through I don’t know maybe at least 15 representatives before I got the information I needed.  And that representative could not understand why the others could not provide me with that information.  They all have access.  Either they didn’t know what to do, did not want to do it because it was too much work or just poor training.  I don’t know.  All I asked for was the above information and it was like I asked them to solve a physical equation.  One person gave me hope.  One person out of how many?

Now for the second issue.  For order # *******************, I placed this order on Tuesday, January 5th.  I don’t care what any of you say, an authorization for $15.95 for the above planner was placed on my account.  Look at the copy of my statement below and do the math:

·         01/05/2016

·         23:27:214772 AMAZON MKTPLACE PMTS****** Pending  $16.95          $ 282.45

·         21:25:184772 AMAZONPRIME MEMBERSH****** Pending   $2.00         $299.40

·         20:10:174772ADD FUNDSComplete                             $300.00             $ 301.40

·        

Now, what I thing happened is someone screwed up.  If you look at the charge for prime membership, they authorized a $1.  The extra $1 is from the bank.  Not the charge of $99 for Prime.  Just a $1.  I think instead of charging me a $1 authorization for the planner, someone made a mistake and charged me for the entire cost.  Now the money is in limbo.  The bank said all Amazon needs to do is get the original authorization number and get the money.  Again, no one had no clue what I was saying.  I believe the helpful rep said that there was one in the system.  My other question is why would you charge someone for something and not ship it that day. If you charged on January 5th, then sent the item out on January 5th.  That would eliminate a lot of this confusion.  Why wasn’t I charged for the calendar as well?  All this is poor training. 

Then on January 9th Amazon tried to charge me for the Planner and Calendar, which didn’t make sense to me because as you see above authorization was already given for the Planner.  Again, no one could think outside the box and figure this out except that last rep.

All I want now is my planner and I don’t want to deal with Amazon again.  I just want this to end.  I don’t know if I want to finish my free trial of Prime at this point.  I rather just pay for Netflix. 

Just sent me my planner. 


Sincerely,

***** ********

Business Response: Hello *****,


I'm Mahesh from Amazon.com. I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - Srikanth is currently out of the office until February 7, 2016. While I’ll bring your email to his attention, I’ll do my best to answer your questions to avoid making you wait for a response.


I'm sorry for all the inconvenience  this situation has caused, I understand you are disappointed and upset.


Allisa, I've checked the order ********************, for the "2016 PLANNER Created for a Purpose" and see that it isn't currently available with us, we are awaiting our suppliers to supply the inventory, once we receive the inventory, we will ship the item and send you a confirmation email. The order confirmation email sent to you on January 16, 2016 says the Estimated delivery date as January 28, 2016 - February 8, 2016.


As you know, February 4, 2016 is the last day for the completion of your Prime trial. Please feel free to contact us directly by replying to bbb@amazon.com if we can be of further assistance.


Regards,

Mahesh.V
Amazon.com
http://www.amazon.com

Consumer Response:
Complaint: ********

I am rejecting this response because:  Amazon is poorly run.  Even though my Prime trial is free, I have  been completely turned off by the whole experience that I don't  use any of the services. I just want my planner.

Sincerely,

***** ********

2/1/2016 Billing/Collection Issues | Complaint Details Unavailable
2/1/2016 Billing/Collection Issues | Complaint Details Unavailable
2/1/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased an extended 10000MAH battery from amazon.com about a year ago almost to this day exactly. Last week the battery exploded destroying my $500 phone and making a huge mess of battery acids and soot in my room, Per amazon policy I contacted the manufactuer of the product who asked me to ship the exploded lithium ion battery internationally. This as you can imagine is illegal. But if I was not willing to conduct a criminal act they are not going to help me. So I contacted Amazon.com the company I purchased the item from. I was told that it was to late to do anything for me and to basically suck it up. I spent $70 on an extended battery for my phone this should have lasted alot longer then just one year and the battery should definatly not have exploded. I spoke with a supervisor over at amazon who told me once again that there was nothing that they were going to do to help me. I asked him for his supervisor mind you i was keeping my cool very well no cussing very polite. Dane advised me that he does not have a supervisor to send me to and that he would not escalate the case further and then hung up on me. This was very insulting. In conclusion not only am I out $570 but cannot even get amazons customer care to assist me with something I purchased from their site.

Desired Settlement: I would like the cost of the phone their product destroyed and a refund on the battery in store credit or refund would be fine but i want resolution.

Business Response: Hello ********,


I'm Mahesh 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.


********, I'm sorry to hear the problem with the battery purchased from Marketplace seller on January 2, 2015. I understand you are disappointed and upset.


I've checked your correspondence with our Customer service and Executive Relations team and the information you received from them is correct, please work with the manufacturer of the item to resolve this issue. The manufacturer may be reached at the following: info@************** Also please read through our Conditions of Use on our website:


https://www.amazon.com/gp/help/customer/display.html/ref=help_search_1-1?ie=UTF8&nodeId=******&qid=**********&sr=1-1


I realize you're upset, and I regret we've been unable to address your concerns to your satisfaction. However, we'll not be able to offer any additional insight or action on these matters, and any further inquiries on this matter will not receive a response.


We appreciate your business and hope to have the opportunity to serve you again in the future.


Regards,


Mahesh.V
Amazon.com
http://www.amazon.com

Consumer Response:
Complaint: ********

I am rejecting this response because: this is a terrible response the world needsntonsee what kind of company this is.

Sincerely,

******** *****

2/1/2016 Problems with Product/Service | Complaint Details Unavailable
2/1/2016 Problems with Product/Service | Complaint Details Unavailable
2/1/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I signed up for Amazon Allowance, because it sounded like a good idea to have money automatically taken from my bank account and placed into an Amazon account. I then planned on using the allowance to purchase giftcards for Christmas. I tried to make the purchase, just a $25.00 Starbucks gift card, a few weeks ago and I was having problems so I started a chat with customer service. I explained the issue to her and she was no help she just would not listen and continued to read a script over and over again. I was so frustrated I told her I would just send a letter to the BBB. I then recevied an email from another Customer Service Representative assuring me she could help, I was doubtful but again explained the entire story, ironically I received the exact same response word for word. It was like I was speaking wtih the same person. I asked if there was an actual person working there I could speak with and again received a third email same exact one. I am so done. I asked for my $25.00 to be returned or the gift card sent and, yes again, I received the same email template. All I wanted was one simple $25.00 Starbucks gift card. I finally just from sheer defeat gave up. I told them to keep the $25.00 they took from me an I would close my account. Since that time I have had all kinds of games and free ads downloaded to my account that I have never purchased?

Desired Settlement: I would really like my $25.00 returned to me or at the least a $25.00 Starbuck's gift card. Perhaps something for all the time I have to invest just to receive what is actually mine to begin with and please do not send me another Customer Service we're sorry email templaate I have pleanty. Also please remove all the casino and gambling games from my amazon account I have not authorized any of these to be dowloaded.

Business Response: Hello *****,


I'm Swetha 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.


I've reviewed your e-mail and understand that you'd like to purchase Starbuck's gift card using $25 Amazon allowance funds in your account.


I reviewed the previous correspondence, and I want to assure you the information you received from our customer service team is correct.


Amazon Allowance allows you to add funds directly to another customer's Gift Card Balance on a monthly, every two weeks, weekly, daily, or one time basis. Allowances can be given to anyone (age 13 and up). You can also give allowances to yourself. Recipients ages 13 to 17 may receive allowances if they set up an Amazon.com account and use it with the involvement of a parent or guardian.


Allowances are typically delivered by 10 a.m. Pacific time on the date of your choosing. In rare cases, there may be a 24 hour delay. Once the Allowance funds are added to your or the recipient’s Amazon.com Gift Card Balance both you and the recipient will be notified via e-mail.


You can create, modify, or cancel an allowance by going to Your Account and clicking "Your Allowances." To modify or cancel an Allowance click either "View or Modify Details" then update your information to modify or “Turn off this Allowance” to cancel and the allowance.


Allowances are Amazon.com Gift Cards automatically added to the recipient’s Gift Card Balance which can be used to purchase millions of products and digital content. Allowances are an easy way to fund someone else's shopping on Amazon without sharing your account or credit card information. See Gift Card Terms and Conditions:


https://www.amazon.com/gp/help/customer/display.html?_encoding=UTF8&nodeId=3122091&ref_=pe******************


Unfortunately, if you have gift cards in your Cart at checkout, you won't be able to pay for the order using another gift card or promotional balance. In this case, as you tried to purchase Starbuck's gift card using Amazon.com Gift card you weren't able to order it. I apologize for any inconvenience.


I realize you're upset, and I regret we've been unable to address your concerns to your satisfaction. However, we'll not be able to offer any additional insight or action on these matters, and any further inquiries on this matter will not receive a response.


Regards,


Swetha K.
Amazon.com
http://www.amazon.com

Consumer Response:


Complaint: ********

I am rejecting this response because:
As usual the reason for the complaint escapes your company. I set up the allowance account for myself and requested the allowance for myself I do not remember anywhere it saying that the allowance would be added as a "Gift Card" just an allowance to make Amazon.com purchases. I understand the allowance concept now what I was trying to explain is the Customer Service response and the lack of individual response all I received was the exact same email template response. Not to worry I will make another purchase and close the account and not purchase from Amazon.com again and I know a company this big doesn't care about just one customer. I will probably receive a template response from another anonymous person. Thank you for your assistance. Also typical of a large company there is no response to the second half of the complaint, because it was not read just a template answer like I expected.

Sincerely,

***** *****

2/1/2016 Problems with Product/Service | Complaint Details Unavailable
2/1/2016 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: I have been a loyal Prime Member since September 2014, but gradually over the past 6 months Amazon has stopped honoring their "Prime Two Day" promise more and more frequently. It has become so bad lately, to the point that a simple order for an item that is In Stock direct from Amazon, is going to take 6 days to arrive - longer than their free delivery option. Each time I have contacted Amazon Live Chat to question the slow delivery, and each time I am given a different excuse and brushed off without having my issue addressed. I am very upset with how lazy and slow Amazon service is becoming, it's unacceptable and I no longer feel valued by them as a customer. I don't understand why I am paying $99 a year for 6 day delivery when I was promised 2 day delivery. It's happening to every order that I place.

Desired Settlement: I would like Amazon to resume honoring their Prime Two Day delivery and stop making excuses for their incompetence.

Business Response: Hello *****,


I'm Srikanth 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.


I'm sorry to learn about your disappointment where most of your recent prime orders taking too long to arrive and I appreciate you taking the time to bring this to our attention.


I understand that most your recent orders are arriving too late even though they are eligible for Prime two day shipping. I realize that our customers sign up for Prime membership expecting their deliveries to be quick, efficient, and stress-free.  We've come up short on those expectations here and for that please accept my apologies.


On priority, I've forwarded this issue to the shipping team in our company, I know they'll want to hear about your experience and rest assured this will be taken care of. We're aware that our choice of delivery services reflects on our business as a whole.


*****, thanks for taking time in providing us with valuable feedback regarding our prime delivery and rest assured we'll take appropriate measures to ensure that all your Prime orders are delivered on time.


Please feel free to contact us directly by replying to bbb@amazon.com if we can be of further assistance.


Regards,


Srikanth.G
Amazon.com
http://www.amazon.com

Consumer Response:
Complaint: ********

I am rejecting this response because I have heard this before on each of the previous occasions that I contacted Live Chat about the issue and I know that it means nothing. This is an issue that has been ongoing for several months, and is only getting worse. I have discussed this with friends and family who also have Prime, and I know that I am not the only one affected by Amazon's failing to honor their Prime Two Day promise. When Standard free shipping is just as quick as Prime, Prime becomes worthless.

Sincerely,

***** ****

Business Response: Hello *****,


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 once again apologize for the disappointing experience you've had with the recent Prime orders not arriving within Two Days even though the items were eligible for Prime two day shipping.


I understand that, as a member of Amazon Prime, you entrusted us to deliver all your orders on time and apologize that in the recent times, we have not met your expectations. We expect all of our carriers to deliver a high level of reliability, however, and where this has not been reached we will take the appropriate action on the carriers to improve our services.


In this case, I request you to please provide us with the orders which were delayed in the recent times, by directly replying to this email so that we can engage our transport team for an investigation.


Please feel free to contact us directly by replying to bbb@amazon.com if we can be of further assistance.


Regards,


Sikanth.G
Amazon.com
http://www.amazon.com

1/31/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchase a hover board for my daughter and requested a refund when I became aware it was a defective, due to manufacturer. Amazon sent an email advising the A-Z refund guarantee would refund my money in the same method used to purchase the item. My refund request was well within the refund policy. Instead of issuing my refund in the same method used to pay the seller, Amazon gave me a gift card for $424 that is limited in use although I requested my refund to be in the same method used to purchase. They are not honoring their own refund policy and I would like my money credited to the original account used to purchase. the supervisor said Amazon lost a lot of money from the hoover board recall and did not want to penalize the seller by having them refund customers, although according to policy the seller is supposed to refund the buyer for any defective product.

Desired Settlement: I would like my full refund credited to my original method of payment.

Business Response: Hello.

We are writing regarding order ********************

The Amazon Gift Card is a resolution to the buyer claim since the buyer had asked to return an order outside of the seller’s return window. Please note that this refund issued is a goodwill from our end to compensate any difficulties faced with this order.

Sincerely.

1/31/2016 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: On January 8th 2016 we were supposed to receive a disbursement $2,896 for sales on Amazon. We provided tracking#'s and they were delivered to the customers. Amazon waited until the night of our deposit to let us know that they are conducting a review and will not be giving us our deposit that we worked hard for. At the same time they are taking around 20% in fees away from our sales and shipping totals. We replied to them that this is theft and that we have to turn around and pay shipping carriers, vendors, etc for the items we shipped to our Amazon customers. Stanwin A. from Amazon said we did not meet the requirements of their A to Z program. Even though we never have any charge-backs. Waiting until the night of our deposit to let us know they are holding our money is disrespectful. Bills have to be paid. Vendors, shipping carriers, etc do not care what Amazons excuses are. I understand they are probably doing this to numerous businesses that sell on their site. Amazon should be responsible for bounced checks depending on this deposit, Interest on holding the deposit, refund of all associated fees since they are not keeping up with there end of the bargain. And possibly criminal charges that involve theft. Stanwin A. was not helpful at all and it was just basically a argument over the phone. He would not take in consideration that we have not had any charge-backs and the metrics that he was referring to that were so bad was when we were on vacation at the end of the year and that they have improved significantly. I've been a fan of Amazon for awhile until now. They took this too far.

Desired Settlement: Our deposit of $2896 (our own money), fees involved in the sales (20%), and a apology.

Business Response:

Hello,

The seller's account is still under review. We will send them an email when our review is complete.

Regards,

Amazon.com

Seller Performance

Consumer Response:
Complaint: ********

I am rejecting this response because:  We have a 0% late shipment rate for the last 10 days.  In fact we have shipped orders a day or two earlier than required. No chargebacks have been filed as Amazon stated might happen for some reason even though we provided tracking for all our orders. All orders have been delivered to the customers. Not sure what else we can do. What is in question is what is the true reason to why they are holding the money in their account that is ours? We do business with numerous market places like Amazon and have never had an issue of a market place (Amazon in this cause) actually withholding money that is not theirs.  They already hold funds for 14 days or so as it is.  To hold out on a small business for a month is beyond me. Does Amazon think shipping and the products we shipped to the customers is free?? The account that Amazon keeps drawing funds from is growing everyday. Will they just keep that money as well? We are not sure what to do. We will contact our local law enforcement agency for help next week since we cannot get an answer. Everything points to theft by Amazon.  

Sincerely,

**** *****

Business Response:

Greetings from Amazon.com.

Please be aware, that the sellers funds in the amount of $4,240.70 USD were successfully released on November 26, 2016.  These funds should reach the seller within three to five banking days of this date.  Please have seller contact us at payments-funds@amazon.com if they have any further inquiries regarding their funds.

Thank you,
Payments Specialist
Amazon.com


Consumer Response:
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Though a simple apology for keeping a hard working businesses money for so long and the lack of responses from Amazon seller support would have been greatly appreciated. 

Sincerely,

**** *****

1/31/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I discussed the Asus RT-AC88U router with amazon. They agreed to sell it to me for $200.00. I have gathered the money and am ready to place my order. I have e-mailed amazon to confirm the price and verify how I should order the router. They have not replied to my e-mails. I don't know what else to do. I have kept the e-mail from amazon's customer service department where they agreed to the $200.00 price.

Desired Settlement: I want the RT-AC898U router at the price amazon agreed to. Or I would like a $99.00 credit added to my account with amazon---and not a free Prime subscription.

Business Response: Hello,



I'm Madhavilatha 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.



I completely understand your disappointment with our service here. This isn't what we want for you and I hope you'll consider it an exception to our usual excellent service. I've reviewed all your contacts with customer service and rest assured I'm using this opportunity to provide training and feedback in hope of avoiding this type of issues in the future. We hope you'll consider this a "one-off" and something that's not typical of our customer service team.      



As promised, please place new order for one quantity of Asus RT-AC88U router which is Ship from and sold by Amazon.com and let us know the order number we will honor the item price of $200. We couldn't any action on orders placed with third party seller.



Here is the link for the router:



http://www.amazon.com/ASUS-Tri-Band-Gigabit-Router-RT-AC88U/dp/***********



Unfortunately, we are unable to offer any further compensation.



Please feel free to contact us directly by replying to bbb@amazon.com if we can be of further assistance.






Regards,

Madhavilatha A.
Amazon.com
http://www.amazon.com



Consumer Response:


Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Thanks to the BBB for their assistance. I am appreciative.

Sincerely,

*** *******

1/31/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: A couple of days ago I had a question about an order so I went to your online chat, I got connected to someone named *****. After speaking with him for about 45 minutes and having to wait nearly 10 minutes per reply from him I found out that he did absolutely nothing over the course of the chat so I asked him if I could be transferred to a manager... After asking another 4 times to be transferred he kept on either ignoring me or saying that he can help me instead... After about an hour he just said "Unless there is a different issue I can help you with, I will be ending this chat." After that point I contacted the amazon phone number, spoke with a supervisor and was promised a manager call back. Two days later, no call. Today I had an issue with shipping and I contacted support again, the initial agent told me to place the order and I was informed that he would fix the issue afterward, however I randomly got transferred to another agent named Atiff - At this point I contacted the Amazon phone number and asked to speak to a supervisor, after I got transferred to the supervisor I was put on a hold and then hung up on... no call back. At this point I was extremely irritated and asked to speak to a manager, the agent told me they would transfer me to one... I got transferred to a supervisor instead, asked to be transferred again and then I got transferred after asking several times. I explained this entire situation and I never once got an apology unless I asked for one, after speaking with him for 45 minutes he adjusted the charges but he was too late for one of them so he had to issue a partial refund. This entire situation took a total of 3-4 hours of talking with someone and still no apology or anything... Also when I spoke with him I asked him to cancel my Prime membership so I wouldn't be charged for it and he instead decided to cancel the entire membership so I couldn't even use the remainder of the Prime I had for being a current college student. This is absurd

Desired Settlement: I want an actual apology for this awful support FROM THE PEOPLE THAT GAVE IT TO ME! There is no reason why you should refuse to transfer someone to a supervisor, or hang up on a customer, which happened to me twice in the past 3 days. I would also like for the remainder of my prime membership to be reinstated... I'm ****** off at Amazon and the support but I still might have to make a purchase with you, and honestly I would have totally bought prime, and still might if the support gets any better - Look at how many orders I've made in the past month, I use it a lot. Just give me a call back and apologize, this experience I've had was unreal... I'm not looking for a credit on my account, I'm looking for an apology and for my prime to be reinstated for the length of time it was supposed to be...

Business Response: Hello,



I'm Madhavilatha 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.



I completely understand your disappointment with our service here. This isn't what we want for you and I hope you'll consider it an exception to our usual excellent service. I've reviewed all your contacts with customer service and rest assured I'm using this opportunity to provide training and feedback in hope of avoiding this type of issues in the future. We hope you'll consider this a "one-off" and something that's not typical of our customer service team.  



I confirm your Amazon Student prime is still active in your account. It will renew next year on January 28, 2017. You can check the status of your Prime membership anytime on the following link:



https://www.amazon.com/gp/primecentral



I see that we had issued $30 promotional credit to your account as compensation for the inconvenience. The promotional certificate doesn't apply to items offered by other sellers on the Amazon.com website and won't cover the purchase of gift cards, sales tax, gift wrap, or additional shipping costs.



Your promotional balance doesn't appear in Your Account, but will always display at checkout when you place an order through the Shopping Cart for an eligible item shipped and sold by Amazon.



If you place a 1-Click order for eligible Kindle books or other digital products sold by Amazon Digital Services, the promotional funds will apply to your order automatically before another payment method is charged.



For more information about promotional codes, including the terms and conditions of use and what happens when you return an order paid for with a promotional code, go to:



http://www.amazon.com/gp/help/customer/display.html?nodeId=******



I'm sorry for this experience, it's not typical of our world class customer service. I realize your confidence in us has been shaken, but I hope you’ll give us the opportunity to earn your trust again. Thanks for taking the time to bring these matters to our attention.



Please feel free to contact us directly by replying to bbb@amazon.com if we can be of further assistance.






Regards,

Madhavilatha A.
Amazon.com
http://www.amazon.com



Consumer Response:
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

******* ****

1/31/2016 Problems with Product/Service
1/31/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: order: ******************* SELLER = ******* * BUYER = ***** * ITEM SOLD = Used Canon 5D Mark II Professional DSLR Camera Amazon has wrongly sided with an unethical BUYER who has lied repeatedly to get out of his purchase. I called multiple times to get Amazon to intervene on my behalf. They did not give me fair or adequate support in a very detrimental transaction, causing me severe financial harm. I’ve had no direct recourse to speak w/ the deciding department, and now buyer has stolen a $1200 professional camera from me, and received a full refund from Amazon without my consent or proper investigation into the matter 11/27/15 Camera sold thru Amazon to BUYER 11/29/15 BUYER emails to cancel order 12/6/15 BUYER emails: "DISREGARD ALL OTHER MESSAGES. DO NOT CANCEL I DECIDED TO KEEP IT" 12/7/15 Camera shipped to BUYER 12/11/15 BUYER emails posing as a mother: "My son purchased this on my account without my permission. This is not anything i can pay for" 12/14/15 BUYER emails to request return due to "claimed" missing parts. 12/30/15 Amazon emails: they've initiated refund to BUYER, and "will adjust (my) seller account accordingly." 12/31/15 I called Amazon to dispute. CASE ********** 1/1/16 Amazon emails saying: refunding BUYER, charging me total he paid for the camera, and he is not obligated to return the camera. 1/7/16 Amazon charged my Debit Card $1,021.31 without my permission. I have much more detailed account of this, but space is limited. Despite 3 attempts to communicate with Amazon Seller Reps on the phone to alter this decision while it was in progress, no one at Amazon gave me sufficient support, and my case got lost in email vagueness, instead of giving me proper case-relevant support to me as the seller. I did nothing wrong, yet, the buyer tried to lie and back-out of his obligation on multiple occasions, yet Amazon's "system" did not catch the lier, but instead, sided with him, and stole a camera and income from me. This is harmful, unethical service

Desired Settlement: I have lost hours & days of time trying to get Amazon's support, but instead, got stuck in endless red tape, automated procedures, & computer-generated dispute decisions, when I should have been getting proper support from a live support rep. AND, all this fell through the cracks during Christmas holiday, when everyone in the USA is taking holiday time off from business matters. I am not a BIG seller w/ tons of inventory & disposable income to lose over errors like this. I am a single mother who had a used camera to sell, and now, through Amazon's negligence, I have lost the $1200 camera AND I've lost the income received for the camera; total loss nearly $2400. I want Amazon to take responsibility for this negligence & give me back the income for the camera that I rightly deserve, plus a $500 Amazon Gift Card for the duress, lost work hours, lost sleep and anxiety incurred over this. I went 8 days with $0 in my bank account b/c Amazon stole money from my account; I couldn't buy food!

Business Response: Hello from Amazon.com,

We reviewed the A-to-z Guarantee Claim for Order *******************, and discovered it was found on the Buyer's behalf after the Seller did not respond to the claim within the appropriate timeline.

When an A-to-z Guarantee Claim is filed, the Seller has seven days to respond to the claim with any information they want to pass to the investigations team. Failure to do so can result in the investigations team finding in the buyer's favor. The Seller is informed of this timeline through the initial email notification about the claim, and several Amazon Help Pages.

The notification email states:
"Please note that you have seven (7) days to respond to this e-mail.  Failure to respond with all requested information below may result in a debit to your Amazon Payments account."

Help pages such as the "A-to-z Guarantee Claims Program" page state:
"Note: You are responsible for managing the returns and refund process. You will be held responsible if no response is received from you on an A-to-z Guarantee claim."
http://www.amazon.com/gp/help/customer/display.html/ref=hp_bc_nav?ie=UTF8&nodeId=********

Several Seller Central topics also point out the timeline:

Represent Your Side in an A-to-z Guarantee Claim:
"You have 7 days to respond to claim notifications. If you do not respond within 7 days of the filing date of a claim, Amazon will grant the buyer’s claim and the full amount of the claim will be deducted from your seller account in accordance with your seller agreement."

A-to-z Guarantee in Depth:
"Note: You are responsible for managing the returns and refund process. You will be held responsible if no response is received from you on an A-to-z Guarantee claim."

--

The claim was filed on Tuesday, December 22, 2015. On December 29, 2015, the claim was resolved in favor of the buyer, and an email was sent to the Seller informing them of this. The Seller then appealed the decision on January 1, 2016.

--

The buyer can decide to return the item to the seller, but Amazon has no way of forcing them to do so since as the claim has been finalized. We encourage the seller to work with the buyer professionally to request their merchandise be returned to them since the refund has been processed.

1/30/2016 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I have ordered Riedell Skates R3 Roller Skate 4 times but keep getting different wheels than what is advertised. I have contacted Amazon 6 times, but they keep telling my they will investigate but nothing is being done and yet they still show up on the website for sale. How many times do I need to keep shipping them back. This is ridiculous that no one can resolve a simple wheel issue on a skate. I am extremely frustrated and disappointed.

Desired Settlement: Provide me with the correct skate as advertised

Business Response: Hello ****,


I'm Vijay K**** 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.


I'm sorry for the trouble you've had with the Roller Skates purchased from our website. I've checked and see one of my colleagues has already forwarded this issue to our investigation team. They'll investigate further and make sure this doesn't happen to anyone else. In the meantime, the item may temporarily be unavailable to purchase from the seller, Skates Zone though it may be available from other sellers on the Amazon.com website.


Issues like this can usually be resolved within 10 business days. I'll followup with them and get back to you with more information by January 13.


I appreciate your understanding. We hope to see you again soon.











Regards,



Vijay K.
Amazon.com
http://www.amazon.com
============================

Consumer Response:
Complaint: ********

I am rejecting this response because: I have bought
From other sellers and still the same problem with the wheels. I was told almost a month ago that they were investigating the issue but still nothing has been done. Your reply to my complaint is not a resolution but only tells me what has already been said.

Business Response: Dear ****,


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'm really sorry for the delay in resolving this issue for you.


I've checked with our appropriate team and confirmed that the image listed for the item was incorrect. We'll update the item detail page shortly.


If you need any help in returning them or you'd like to keep any one of the sets for 20% discount, please let me by replying to this email so that I can assist you further.


I hope you'll consider this as an isolated incident and allow us another opportunity to serve you better.


We look forward to seeing you again soon.














Regards,



Vijay K.
Amazon.com
http://www.amazon.com
============================

1/30/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I wanted to return an item sent to me as a gift. On Amazon's website it states that the gift giver wouldn't be notified when you return the gift as a gift and that I would get a refund in the form of an Amazon gift card. I did everything correct and waited for my return to process it took 1 week for them to get the item back and after waiting another week for my refund I find out that instead of giving me the refund they actually returned the refund to the person who bought the gift! Then they get notified that I returned the gift that they sent me. That was so embarrassing because I didn't want them knowing that I returned their gift. So it was a complete mess after that. I called Amazon to complain and to ask what happened they tried lying and said that when you return a gift it the refund goes back to the person who bought the gift and I replied that's not what your website said it says when you return a gift you get the refund as a giftcard towards your account and that gift giver doesn't get notified of the return. So he tells me because it was an error on their part that he was going to put a credit of the amount of the refund towards my account. So then I tell the person who bought the gift don't bother replacing the gift I returned because Amazon is giving me a credit for their mistake well I was wrong cause Amazon never gave me the credit and now 1 month later and talking to 5 different customer service reps I'm still left with no refund and now I have no gift.

Desired Settlement: I want Amazon to give me the gift refund credit that they said they were going to do in the first place and stop giving me the run around. This was their mistake in the first place.

Business Response: Hello ****,


I'm Swetha 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.


I'm sorry about the unsatisfactory experience you had with your recent Gift return.


I've reviewed all your contacts with customer service and rest assured I'm using this opportunity to provide training and feedback to the customer service representative, who couldn't assist you accordingly, in hope of avoiding this type of issues in the future. We hope you'll consider this a "one-off" and something that's not typical of our customer service team.


Usually, a Gift certificate will be added to the recipients account when a gift is returned and processed by our returns center. In this case, I see that the refund was issued by the customer service agent when contacted them on January 6, 2016 regarding the return status. This being the reason the refund was issued to the purchaser's payment card. Further, I've checked and see that the promotional credit was also added to the purchasers account instead of your account. I apologize for any inconvenience.


In this case, I've issued a $43.25 promotional certificate to your Amazon.com account, which will automatically apply the next time you order an eligible item sold and shipped by Amazon.com. The promotional certificate doesn't apply to items offered by other sellers on the Amazon.com website and won't cover the purchase of gift cards, sales tax, gift wrap, or additional shipping costs. I've also added $20.00 promotional certificate as compensation for the inconvenience. I hope you'll accept this as both a gesture of goodwill and an apology for this bad experience.


Your promotional balance doesn't appear in Your Account, but will always display at checkout when you place an order through the Shopping Cart for an eligible item shipped and sold by Amazon. If you place a 1-Click order for eligible Kindle books or other digital products sold by Amazon Digital Services, the promotional funds will apply to your order automatically before another payment method is charged.


For more information about promotional codes, including the terms and conditions of use and what happens when you return an order paid for with a promotional code, go to:


http://www.amazon.com/gp/help/customer/display.html?nodeId=******


Once again, I'm sorry for the problems you've had and I hope you'll give us the opportunity to serve you again in the future.


We appreciate that you took the time to reach out to us to bring this to our attention, so that we have the opportunity to correct the problem. I realize that your experience reflects on our company as a whole.


Please feel free to contact us directly by replying to bbb@amazon.com if we can be of further assistance.


Regards,


Swetha K.
Amazon.com
http://www.amazon.com

Consumer Response:
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

**** **** *********

1/30/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased an item during the holidays through Amazon.com and chose expedited shipping. Not only did I not receive my item in the 2-3 days as promised and paid for but was declined 3 times when asking for a $85.00 refund of the shipping amount in addition to receiving my item 8 days after placing the order. According to the manager this time frame was "reasonable" for expedited shipping.

Desired Settlement: A refund of the $85.00 I paid to receive my item in 2-3 days as I was promised

Business Response: Hello,

We are writing to you regarding BBB complaint #********.

We have investigated this matter and found that the buyer did receive the order within a reasonable time. Please understand that the delivery date range quoted at the time of purchase is an estimate and the shipment was delivered within this time frame.

Thus, we determined that the buyer is not eligible for an A-to-z Guarantee claim as they did receive the item they have ordered. Please consider this claim closed.

Thank you.

Consumer Response:
Complaint: ********

I am rejecting this response because I paid for expedited shipping which is supposed to be between 2-3 business days not 7.  How is that a reasonable amount of time? Yes, I did receive the item I have no complaints about that but I should not have to pay extra shipping charges when that service was not accommodated.

Sincerely,

******* *****

Consumer Response:
Complaint: ********

I am rejecting this response because I received all of my other products on Dec. 24th WITHOUT paying for expedited shipping. Before entering my credit card information I was promised a date of Dec. 24th and was charged the extra shipping costs to receive it by that date.  I tracked the package and it sat in the warehouse for days, not including the holiday and it had already been labeled.

Sincerely,

******* *****

Business Response:

Hello from Amazon.com,

I've checked and found that the shipping service which the buyer paid promised delivery between December 24th - December 31st.  

As per the UPS ****************** tracking provided, the item was shipped to the buyer before the above mentioned dates passed. Hence, the buyer is not eligible for a refund on their expedited shipping charges. The estimated delivery dates are provided to the buyer when they are placing the order to checkout to ensure the customer is comfortable with the price and arrival times for their delivery. 

Thank You.

 

1/30/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Company allows businesses to verbally abuse customers, Amazon claims one thing and does another, does not abide by a-z guarantee, says they will block a seller but does not, allows your money to taken, allows sellers to refuse to pay customers, representatives refuse to assist and want customers to go out of their way just to file a claim when our money is taken. This company and its affiliates are terrible with irders, shipments, and screwed up policy guidelines.

Desired Settlement: An apology for added headaches, stress, ect., regarding affiliates(sellers), stop blocking my feedback regardibg rude sellers, actually take action for verbal abuse, stop denying claims when my payment has been taken but nomerchandise received by actual date. I will be notifying ftc, bbb, attorney general, ripoff report, consumer affairs, ect., regarding abusive emails I have receieved as well as proof of amazon refusing to assist me as well as broken promises by amazon representatives.

Business Response:

Hello,

We understand that you have had a negative ordering experience with one of our Seller BSR Cellular, and we want to assure you that we take such reports seriously.

Please accept our apologies for any inconvenience you may have experienced as a result of this issue. The vast majority of orders from Marketplace sellers are trouble-free, but for the occasional one that doesn't work out, we are happy to employ the A-to-z Guarantee.

We would also like to thank you for confirming the receipt of the merchandise from this seller.

We will surely look into this matter and take an action against this seller. Please contact us if there are any further issues pertaining to this order.

Thank you.

Consumer Response:


Complaint: ********

I am rejecting this response because:

Hello
I was having trouble with my emails(fixed now) but resulted in my not responding back within the fuven time frame. If possible,
I would like this complaint reopened as the business did not address my concerns, I was never refunded on my amazon cc, the item arrived after the date it was supposed to arrive, it arrived damaged and was not unlocked for meteo service as stated, and amazon has not blocked this seller as stated, the seller was rude, vulgar, and refused to assist, amazon was sent many emails and given many chances yo correct these issues, to date, nothing has been done.
Respects,
** ****




Business Response:

Hello from Amazon

We are responding to the complaint filed by the buyer and was only able to locate two disputes associated to their account. The buyer for the first dispute associated with order ******************* opted for an "instant credit" to their account for immediate resolution. The dispute associated to order ******************* was granted on December 5, 2015. As such, the buyer for these disputes was essentially refunded for both order and no further action is required from the A-to-z Guarantee claims team. However,they can contact Amazon customer service for additional information related to their account.

Please note Amazon does monitor seller performances using a variety of metrics aimed to ensure the trust of our platform and holding sellers to high standards of customer care.  Sellers who are found to be repeat offenders in shipping different merchandise may be subject to removal from our platform.


 


1/30/2016 Billing/Collection Issues | Complaint Details Unavailable
1/30/2016 Billing/Collection Issues | Complaint Details Unavailable
1/30/2016 Billing/Collection Issues | Complaint Details Unavailable
1/30/2016 Problems with Product/Service | Complaint Details Unavailable
1/30/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I bought a timberland shoes in amazon.com,the order number is *******************,Timberland PRO Men's Pitboss 6" Steel-Toe Boot,Wheat,7 W, bought it in November 26, 2015, i just checked this shoes, they sent me 6.5 W,the wrong shoes. I already told them, but they say i need pay the mail fee, i can't agree that, i didn't do anything wrong, why i need to take this money. they said they can't refund or help me to pay the mail fee.

Desired Settlement: 1.refund 2.they need take the mail money for exchange.

Business Response: Hello ****,


I'm Mahesh 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.


I'm sorry to hear the problem with the "Timberland PRO Men's Pitboss 6" Steel-Toe Boot,Wheat,7 W" , I understand you do not want to pay for the return shipping charges.


Amazon won't be responsible for damage, defect, material difference, or loss that occurs to goods after they're delivered to you or a freight forwarder. This means that Amazon isn't able to provide a replacement of, or refund for, any such goods delivered to you or a freight forwarder. I've checked your order and see that it was shipped and delivered via Freight Forwarder. Items delivered via them have different policies for us. We ask Customers to pay for the return shipping charges, since your order was shipped to a U.S. address, the Online Return center will print a domestic label. If you are returning internationally, you'll need to arrange your own ship method to the address on the label. Please click the link below to read our policy on Freight Forwarded:


https://www.amazon.com/gp/help/customer/display.html/ref=help_search_1-1?ie=UTF8&nodeId=*********&qid=**********&sr=1-1


In this situation, you should be able to return the shoes to us and once we receive them, we will process refund to your payment card. We will not be able to bear the return shipping charges or refund them.


Please feel free to contact us directly by replying to bbb@amazon.com if we can be of further assistance.


Best regards,


Mahesh.V
http://www.amazon.com

1/30/2016 Billing/Collection Issues | Complaint Details Unavailable
1/30/2016 Billing/Collection Issues | Complaint Details Unavailable
1/29/2016 Advertising/Sales Issues | Complaint Details Unavailable
1/29/2016 Billing/Collection Issues | Complaint Details Unavailable
1/29/2016 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I request for amazon a import by fedex scheduled pick up in amazon address or delivery in fedex office I sent label fedex pre paid and invoice for email ower amazon email ****@amazon.com and amazon no ship undestand as scam is no is please this no order standard if yes direct import I give my account fedex sent label pre paid please all cost has been billed in my account fedex please ship my import or scheduled pick-up give my label fedex to courier or post in office no cost you

Desired Settlement: Ship products

Business Response: Hello *****,


I'm Swetha 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.


I see that you are inquiring about a label through FedEx. There is no order number to reference what this request is for so that I can help you.


I see that on November 27th and again on December 15th we requested more order information. So far there has been no response with the information we asked for. Please provide the order number we requested or we wont be able to help you.


Currently your account is on hold and any and all orders would have been canceled. On your account right now, there have been no orders shipped since March 28th 2015. If your request is for an order that's more current than March, please know that all orders were canceled.


I'm so sorry, but we can't offer any additional insight or action on this matter, unless we can get that order number.


We look forward to your response.


Please feel free to contact us directly by replying to bbb@amazon.com if we can be of further assistance.


Regards,


Swetha K.
Amazon.com
http://www.amazon.com

Consumer Response:
Complaint: ******** so bad company no ship products 

***** ***** ******* ******

1/29/2016 Advertising/Sales Issues | Complaint Details Unavailable
1/29/2016 Billing/Collection Issues | Complaint Details Unavailable
1/29/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: On or about Nov. 28 I went to Amazon.com and purchased a used Genesis S-310 Grill for sale for $520. The seller sent me instructions on how to pay the $520 in gift cards that I purchased, photographed, scratched off the back code and emailed to him. I did so and never heard from him again. I then realized I had been scammed by the seller who was on the Amazon.com website. On or about Dec. 3 I made my first call to Amazon Customer Service for them to pay me the $520 since I had ordered from their web site.. Apparently the first four calls over a period of ten days were all directed to the anti-spoofing dept. who only sent me information on how not to get spoofed. But since I had already been spoofed they were behind the curve. The fifth call or so my report was forwarded to the Risk and Security Department with the assurance that I would receive a response within 24 to 48 hours. Needless to say I never received a response. During this period I saw the scammer doing it again, but my offers of help had been rejected by customer service who said it was impossible to talk to anyone about the active scam. On the sixth call I talked to a women named Mary who promised to call me back every 24 hours until she had a response. She did so for two days and then silence since Dec. 22

Desired Settlement: I would like Amazon to refund me $520 or to credit me $520 towards the purchase of a Weber Genesis S-310 grill.

Business Response: Hello *****,


I'm Srikanth 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.


I'm sorry to learn about the experience you've had with the purchase of "Genesis S-310 Grill " and there wasn't proper assistance from our customer service when you contacted regarding the same. I've made sure the appropriate supervisory personnel are aware of your experience to make sure we provide proper training for the future, as this is not at all the level of service we aim to provide our customers.


I understand that you've paid $520 for this item but never heard from the seller regarding this purchase. I've engaged our internal team for an investigation regarding this issue. I'm personally following up and will get back to you with an update as soon as I hear from them.


Please feel free to contact us directly by replying to bbb@amazon.com if we can be of further assistance.


Regards,


Srikanth.G
Amazon.com
http://www.amazon.com

Consumer Response:
Complaint: ********

I am rejecting this response because: It only says it is referring it for further study.  To date it is still in the black hole of no official response to the complaint.  They are only saying they plan to study the complaint in the near future.  It's been four days now since they sent this email and still no response.  I am renewing my offer to help them catch the thief if they respond.

Sincerely,

***** *******

Business Response: Hello *****,


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.


Firstly, please accept my sincere apologies for the long delay in getting back to you with an update. I've checked with our internal team who has reviewed the copy of the correspondence you received from this seller, which you included in your e-mail message to us and confirmed that this request to send payment directly to the seller was not sent or approved by Amazon.com.


The seller was in direct violation of the Amazon.com Participation Agreement when soliciting a private transaction with you and when requesting a direct payment with no order placed in our system.


Since your order was not placed with Amazon.com, we have no record of your transaction with this seller. All valid Amazon Merchant and Marketplace orders must be placed via the Shopping Cart or 1-Click ordering and must be paid for through Amazon. Payments made through other means, such as wire transfers, are not covered by our A-to-z Guarantee, which covers seller transactions made on our website.


Because your order was not paid for through Amazon, you are ineligible for coverage under the A-to-z Guarantee and we are unable to issue a refund to you. Information about our A-to-z Guarantee is available here:


http://www.amazon.com/help/a-to-z-guarantee


E-mail forgeries are regrettably common on the Internet at this time; some signs that an e-mail appearing to be from Amazon.com is actually a forgery include poor grammar or typographical errors, and a suspect return address. If the "from" line of the e-mail looks like "amazon-security@hotmail.com" or contains the name of another Internet service provider, you can be sure it's a fraudulent e-mail.


I realize that a significant amount of money is at stake, and sympathize with your frustration. As it appears you've been the victim of fraud, you may want to contact your local postal inspector or visit one of the following organizations:


Federal Trade Commission Bureau of Consumer Protection
http://www.ftc.gov/ftc/complaint.htm


U.S. Postal Inspection Service
https://postalinspectors.uspis.gov/


You may also want to visit our Help pages to learn more about making sure your online transactions are safe and secure:

http://www.amazon.com/o/tg/browse/-/********


Please feel free to contact us directly by replying to bbb@amazon.com if we can be of further assistance.


Regards,


Srikanth.G
Amazon.com
http://www.amazon.com

Consumer Response:
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

***** *******

1/29/2016 Problems with Product/Service | Complaint Details Unavailable
1/29/2016 Billing/Collection Issues | Complaint Details Unavailable
1/29/2016 Problems with Product/Service | Complaint Details Unavailable
1/29/2016 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: You guys should do something about USPS being late. Delivering in the wrong mailbox. and LYING. For example , order ******************* it says "An attempt was made to deliver your package, but the business was closed.". I have not changed my address and i live in a condo complex that has outdoor DEDICATED and LOCKED boxes for delivering packages. Or the mail man can leave it in front of my door like UPS and FedEx do, because i live in a safe town in a safe neighborhood. And the problem is that i ordered this as TWO DAY because i needed it today before i am leaving in vacation . Stop using USPS (at least in my neighbourhood) and give me free ONE day delivery so that when USPS is late it will actually become two day PRIME delivery

Desired Settlement: Stop using USPS (at least in my neighbourhood) and give me free ONE day delivery so that when USPS is late it will actually become two day PRIME delivery

Business Response: Hello ******,


I'm Raghavender 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.


I'm very sorry to hear about the delivery problems you've experienced with the USPS and appreciate you bringing this to our attention.


As an Amazon.com customer we want to you have outstanding service whether you're working with Amazon.com customer service or with one of our carriers, and I'm very sorry this wasn't the case here.


It's important for us to understand how situations such as this directly impacts our customers, and we're grateful for the time you took to share these details. We value customer feedback like yours, as it helps us improve our processes. I understand how important the timeliness of delivery is - especially for our Prime members - and apologize for any inconvenience late/undeliverable shipments may have caused.


I've given priority to other available carriers over the USPS for future deliveries to your shipping address. The option to give preference to other carriers to avoid having your orders delivered by a specific carrier is tied to a specific shipping address. If you add a new address or edit an existing one, the carrier you've asked us to move to the bottom of the list might be chosen for that address. Please keep in mind that it can take up to 3 weeks for this change to process, so between the time of the request and the time of processing, you may still receive deliveries by the USPS. In addition, making any changes to the address entry on file - such as adding a new phone number or updating the name - will result in the priority lowering request being deleted.


It's also important to know this prioritization is specific to the address you provide and does not include orders fulfilled by third party sellers. When placing orders from third party sellers, you may reach out to them directly and request they use carriers other than the USPS, but we cannot mandate that a specific carrier be used.


We know you count on more than just great products from Amazon.com, and that getting your order to you quickly is just as important. I hope you'll consider this an isolated incident and give us another chance in the future.


Please feel free to contact me directly by replying to bbb@amazon.com if I can be of further assistance. We appreciate your business and look forward to seeing you again soon.



Regards,


Raghavender S.
Amazon.com
http://www.amazon.com

1/28/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I bought a laptop with different specifications than the one I received. The seller is not approving the refund and amazon is not compelling the seller to accept the return of the product nor accept my clai in their A-Z guarantee programa though I fulfilled every condition amazon requires to get the claim approved. The seller already wrote back to me twice saying they made a mistake at the warehouse but they never clicked the approval in amazon website so I cannot print the return label and get my refund. I bought a 256GB SSD and 8GB RAM DDRL3 laptop but I received a 4GB RAM and regular hard drive. Despite it may seem a little mistake, that difference is huge and we are talking about two complete differente computers specifications.

Desired Settlement: The seller has the responsibility to approve my refund and let me print a return label to receive the product back.

Business Response:

Hello from Amazon,

We are writing in response to the complaint filed against order *******************. We have looked into this matter and confirmed the seller issued a full refund for this dispute. As such, the complainant/buyer may consider this claim closed in their favor.

Thank you for your interest.


Consumer Response:


Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Nevertheless, Amazon Inc dennied my A-Z guarantee claim despite I had fulfilled every condition they asked and I was lucky the seller finally recognized they made a mistake. AMAZON is the worst regarding customer attemption.

Sincerely,

***** ******

1/28/2016 Delivery Issues | Complaint Details Unavailable
1/28/2016 Problems with Product/Service
1/28/2016 Problems with Product/Service | Complaint Details Unavailable
1/28/2016 Problems with Product/Service | Complaint Details Unavailable
1/28/2016 Billing/Collection Issues | Complaint Details Unavailable
1/28/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I had sold a tablet to a customer through Amazon.com. This customer was advised of the condition of the device including loaded software before the purchase, during delivery and order confirmation, as well as the customer communicated via email that she had received the device in the condition described. Because the customer failed to read the conditions of the device she requested a refund. Amazon states that their policies prohibit the sale of any item that doesn't match the exact description on their website. However, they cannot reference me to this policy. When the customer requested a refund I contacted Amazon's seller support by phone and followed the instructions given. Amazon not only refused to have the customer return my product but also gave the customer a full refund. Now I am out the replacement cost of my tablet as well as the monies that were paid for it. I have requested numerous explanations and the locations of applicable policies in Amazon's seller website. To date all I get is service agents who misrepresent themselves as team leads and no answers.

Desired Settlement: I would like for the A-Z guarantee to be removed from my Amazon marketplace account. I would like to be paid for the item that I delivered to the customer. I would like Amazon to investigate their practices in the way agents represent themselves to business partners so that no other business partner has to lose revenue because Amazon agents fail to use their tools. In the event that Amazon is dictating policy to fit their needs after the fact I would like due compensation for the loss of my time in communicating with Amazon agents and this challenging customer.

Business Response: Hello,

We are writing to you regarding order ******************** Please note that we requested return address information from the seller on 01/05/2016.

Since this information was not received within the required number of days, the seller was held liable for reimbursement of this claim in the amount of $41.49.

Thank you.

1/28/2016 Delivery Issues | Complaint Details Unavailable
1/27/2016 Problems with Product/Service | Complaint Details Unavailable
1/27/2016 Billing/Collection Issues | Complaint Details Unavailable
1/27/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My first issue - Bought 2 items from Amazon and selected the 2-day shipping option and paid for it. On the website it shows that it was delivered on the 5th of Jan but i did not receive any of my items. So i contacted Amazon help on the 7th of Jan for the first time. Representative Asharuf(Amazon) said that my issue was escalated and the investigation team would contact me within 24-48 hours. I did not receive a response so i contacted Amazon help again on the 9th of Jan and representative Jacob********* P.(Amazon) replied to me saying that my issue has been forwarded to the relevant team yet again and i would be contacted with an update soon. Once again, i did not receive any form of response so i decided to contact Amazon help on the 14th of Jan and i specifically asked for someone that can help resolve my issue. So representative Arun K.(Amazon) directed me to his supervisor. Here's the second part of my complaint - The supervisor Benjamin(Amazon) from the leadership team as he claims to be is really rude and inconsiderate to me as a customer. After explaining my issue with the order, he put me on hold for roughly 10 minutes then came back saying that he was unable to issue me a refund because the carrier(USPS) states that it has been delivered to the correct address in good condition. Then when i questioned him further, he just repeated the same old thing to me saying that it has been delivered and even when i insisted that i did not receive the item he told me if i wanted to i could contact the USPS myself and file a report with the local police and closed my chat right after when i tried to ask him more. It was as good as telling me that i had lost my money/items and it is my own problem now. I even have the chat transcripts sent to my own email as proof. I would have expected better quality of service from Amazon seriously. What's worst is that it was a supervisor that actually did this to me. Shouldn't a supervisor be better at handling issues like this?

Desired Settlement: I would like a replacement of my 2 items that are missing and the fee that i paid for the 2-day shipping since it has obviously been more than a week and i have not received my items so the fee should be refunded as per Amazon's policy stated on the website. Also, i have no idea why am i not receiving any form of response from Amazon even after a representative stated that i would be contacted within 24-48 hours. As for any disciplinary action towards the rude supervisor that talked to me, i will just leave it to Amazon's own discretion.

Business Response: Hello ****,


I'm Raghavender 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.


I'm very sorry to hear about your recent experience with Customer Service.


I understand you didn’t receive your package, even though tracking says it's been delivered.


You did the right thing by reaching out to our Customer Service team for assistance. I'm also personally reviewing your conversations with our customer service team and supervisor to share feedback about the experience with the appropriate supervisory personnel.


Sometimes a carrier will accidentally scan a package as "Delivered" when it's actually still on its way. When this happens, we expect the carrier to deliver the package within one business day. As you have indicated that you have not received the package, please check with your neighbors to see if they may have accepted the package in your absence. You might want to check with your local post office to see if they have the package. You can use your name and shipping address as a reference when you contact your local postal service.


Normally, I'd create a replacement order for the items right away, to be shipped as soon as possible at no additional charge. I've browsed our website and see the availability for one of the item is currently out of stock. Because of the listed availability I wasn't certain what you'd like us to do. The "EVGA GeForce Graphics Card" is unavailable from our suppliers and we can’t send a replacement. Although the item might be available on our website from third party sellers, we can’t source items from them.


We can arrange for a replacement to be sent to you for the available item "Intel Core Processor" and refund for the unavailable item "Graphic card". If this solution won't work for you, we can simply issue a refund for the items.


You can reply to this email directly to get the requested information to me.


We look forward to hearing from you.


Regards,


Raghavender S.
Amazon.com
http://www.amazon.com

Consumer Response:


Complaint: ********

I am rejecting this response because: Yes a replacement for the Intel Core Processor is fine. As for the replacement for the EVGA graphics card, i don't mind buying the exact same item from the Amazon site again from a 3rd party seller. However, it seems to be slightly more expensive than what i paid for it in the first place. If the extra costs will be factored in and covered, then please kindly return the cost of the EVGA graphics card + any extra amount to my gift card balance so i can purchase the item again from the Amazon site.

As for shipping costs, if Amazon is going to do expedite shipping for both of the items then i will not ask for a refund of my shipping costs as mentioned before.

Sincerely,

**** ***

Business Response: Hello ****,


Thank you for keeping in touch with us regarding this matter.


I've created a replacement order for "Intel Core Processor" that's listed below. There's no charge for this replacement order and the Estimated Delivery Date: January 21, 2016.


Your order for graphics card could ship any time between now and the estimated delivery date. I have confirmed that we still expect to ship your order in time to be delivered to you by January 26, 2016.


You can always check the most up-to-date status of your order in Your Account. Here's a direct link to the order details:


https://www.amazon.com/gp/css/summary/edit.html?orderID=*******************


We look forward to seeing you again soon.


Regards,

Raghavender S.
Amazon.com
http://www.amazon.com
------------------------

Consumer Response:
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

**** ***

1/27/2016 Problems with Product/Service | Complaint Details Unavailable
1/27/2016 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I subscribed for amazon prime on Dec 29th and paid $100 for an entire year. I checked with their chat executive if i will be refunded in case i cancel it after a month or so and i was confirmed that the prime charges will be charged on a prorated basis for the duration i use it. Amazon closed my account for some reasons (that i don't agree and don't want to challenge their decision) and i am now asking for the refund of my prime membership that i used hardly for 20 days and paid for an year. If there was anyway that i wouldn't get a refund of it in case my account was closed, i should have been told by their chat executive when i was inquiring about on the very same topic. But they kept me in dark and now they are not refunding my money.

Desired Settlement: Refund of my money.

Business Response: Hello ******,


I'm Mahesh 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.


I'm sorry to hear the problem with your Amazon.com account, I understand you'd like your remaining months for Prime to be refunded.


******, whenever an account is put on hold, we do not issue refunds for subscriptions like Prime. I've checked the Amazon.com account under the email address: *****_**********@yahoo.com  and see that there is no correspondence with our Customer service. I've also checked your related accounts and see that you did not contact us via chat but email and phone.


As informed, we will not be able to refund the remaining months of Prime.


Please feel free to contact us directly by replying to bbb@amazon.com if we can be of further assistance.


Best regards,


Mahesh.V
http://www.amazon.com

Consumer Response:


Complaint: ********

I am rejecting this response because:

 


We did have a chat with Reymond at your end on Dec 12th 2015 and we have the chat transcript of it. My wife clearly inquired about the refund of prime membership as to what if it is cancelled after 20 days or so. At that time, Reymond never mentioned that no refund will be processed if the account is terminated while we were on the very same topic. Do you think i should have been told about that when i was asking about the very same refund stuff.

Personally, how many times have you gone through the T&C when you buy something? We tend to rely on what is told to us by the seller when we buy something and that's what i did.

Had i used the prime features for 3-4 months, it wouldn't have hurted me but paying for the entire year and use it just for 20 days does hurt and hence my complaint.

 

You chat executive did not disclose all the terms when i was asking him specifically about the refund policy of prime.

 


Sincerely,

****** *****

Business Response: Hello ******,


******, we do not inform the customer about the policies on refunding of those accounts on hold when a Customer contacts to know about the refund policies of Prime membership.


I realize you're upset, and I regret we've been unable to address your concerns to your satisfaction. However, we'll not be able to offer any additional insight or action on these matters, and any further inquiries on this matter will not receive a response.


We appreciate your business and hope to have the opportunity to serve you again in the future.


Best regards,


Mahesh.V
http://www.amazon.com


Consumer Response:


Complaint: ********

I am rejecting this response because:

Dear BBB - I request you to please read the response from business and if you feel that it is acceptable. Amazon is simply saying that they do not inform about the refund policy then how can a customer be aware that he/she will not be refunded the money if an account is closed.


Sincerely,

****** *****

1/27/2016 Problems with Product/Service | Complaint Details Unavailable
1/27/2016 Problems with Product/Service
1/27/2016 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Sunday morning, (1-17-16) I stopped at the Walmart across from my job to pick up necessities. My debit card was denied even though I KNEW I had (about $110.00) money in my account. The cashier tried numerous times because of my insistence. After fifteen minutes of running my card; calling the number on the back of my card, trying to check my balance unsuccessfully only to receive codes on a receipt, I had no choice but to leave my cart full of my items I meticulously shopped for. I clocked into my job later than scheduled. During my first break, I checked my bank account balance and there was a deduction for $99. for Amazon Prime. A deduction I was not informed of or warned was to take place. During my break I called Amazon's customer service and after having to explain myself to the first representative with no result, I requested to speak to her Supervisor. This person told me I had to 'call some number with a code' or something...by now, I am not only upset for this entire inconvenience but I am late in going back to my job. I asked for compensation. I had to go. On my last break, I checked my bank account and noticed my $99. was credited back to my account so I chose to go back to Walmart after working 9 hours to get what should have been in my vehicle before my hour drive home. When I went back to Walmart, I was tired, cranky and hungry since Amazon prevented me from buying food for my meal at work. I couldn't get the same deals since the specials I originally put in my cart were not available at this time. Amazon stole from me, causing extreme stress and major inconveniences. I clocked in late at work because of Amazon and again after my lunch break because I was on the phone trying to find reason why money was taken out of my account without warning or authorization. I went without eating all day, was continuously stressed and almost got fired because of AMAZON and I was a loyal Amazon Prime customer for years.

Desired Settlement: I want the $20.00 certificate AMAZON offered to me (but did not deliver) and I would like a year of AMAZON PRIME with no cost to me for all of the inconveniences and also the time I had to take away from my job to fix their mistake. I was almost fired! I may still get wrote up during evaluation time! I would also like Amazon to update their policy so at the end of the year they may inquire (via email) with the consumer if they enjoyed having AMAZON PRIME (what or if anything AMAZON can improve upon) and then if they agree to continue with Amazon Prime for the next year, to inform them that they will be deducting the $99.00 from their account on (this) certain date. Professionalism as well as communication is important and so valueable!

Business Response: Hello *****,


I'm Jahnavi 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.


I'm sorry to hear you were charged a subscription fee of $99.00 for the Prime membership without your authorization and the I regret to hear how this situation affected your work.


I've looked into your account and see that your trial was set to automatically renew, and thus you were charged the $99.00 for annual Prime membership fee on January 1, 2015. To ensure you have uninterrupted access to your Amazon Prime benefits, renewal of your membership is automatic. At the end of current prime membership, we'll automatically upgrade your current membership to  another full 12-month membership at a cost of $99.00, plus any available taxes. I'm sorry, you weren't aware of this.


More information about Amazon Prime, including membership Terms & Conditions, can be found on our Help pages:


http://www.amazon.com/gp/help/customer/display.html?nodeId=********


I've checked your account and confirmed your Amazon Prime membership has been canceled and a confirmation email was sent to you on January 17, 2016 1:58 PM (PST) regarding the refund of $99.00 to your original payment method.


While we won't be able to fulfill your request of offering a year prime at no cost, I've added a total of $40.00 (Added $20 extra in addition to the $20.00 promised by customer support) to your account, which you can use the next time you order an item sold by Amazon.com. For more information about promotional certificates, including the terms and conditions of use, visit our Help pages:


http://www.amazon.com/help/promotionalcertificate


We do appreciate your feedback *****, and I've shared it with our Prime business team for their future consideration. I'm sorry but I won't be offering you any further compensation.


We value your business and hope we’re able to continue serving your all your shopping needs. Best wishes and thanks for choosing Amazon.


Please feel free to contact us directly by replying to bbb@amazon.com if we can be of further assistance.


Regards,


Jahnavi K.
Amazon.com
http://www.amazon.com

Consumer Response:

Better Business Bureau:

As stated in my complaint, when AMAZON deducted $99. from my bank account last January 2015, I was unable to complain in a timely manner. This was explained in my complaint.  Then they charged me $99.00 again for the 2016 year. I did not pursue a complaint last year.  I also was not aware of the rules of the uninterrupted service, you will notice that I DID NOT CHECK THE BOXES THAT GIVE A CHOICE TO CONTINUE TO ALLOW AMAZON TO DEDUCT FUNDS, OR TO BECOME INFORMED OF THE DEDUCTION OF $99.00 BY AMAZON because there were NONE. This was told to me by a fellow employee, that Amazon now gives options to check specific boxes when enrolling in AMAZON PRIME. It must be a new addition.

May I ask when did the Policy change to allow consumers to "Check a box" to allow Amazon to continue deducting payments each year or to notify the consumer?  I don't recall checking any box and I would be darn sure to want to know when money is being taken from my account. 

 

You say you're "sorry I was not aware" of this".  Don't you think you should have brought this to my attention?  You would not have offered me that $20.00 "goodwill" certificate if you knew I checked a box. you would have brought THAT to my attention and we would have been done with this issue, instead it is being dragged along. I guess I have to accept the $40.00 certificate.  If I have to...If you cannot admit AMAZON was wrong and provide Amazon Prime for a year, I will have to let others know of my inconveniences AMAZON has provided me.   Thank you for showing me you don't have to be an honest person in your position. 

Have a nice day.  

 

***** ******

1/27/2016 Problems with Product/Service | Complaint Details Unavailable
1/27/2016 Problems with Product/Service | Complaint Details Unavailable
1/27/2016 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: I pay an annual fee for two day shipping. Over the last year Amazon has increasingly failed to meet the two day shipping promise. They have extended deadlines and shipped via methods that do not, and can not, arrive in two days. The most recent example was a product that showed to arrive next day if I chose one day shipping but 4 days away if I chose two day shipping. I chose two day shipping, it shipped same day but in a method that didn't arrive in two days. This is common practice for them these days. Putting a estimated delivery time of 4 days away doesn't excuse them from shipping in the method that was promised. I've asked for a Customer Service supervisor to contact me on numerous occasions without result.

Desired Settlement: At this point I'd settle for someone to contact me that has the ability to affect change in the shipping system.

Business Response: Hello ****,


I'm Mahesh 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.


I'm sorry that you aren't satisfied with Prime shipping recently, I understand you are disappointed and upset.


****, we take pride in our Prime shipping and deliver packages with in 2 days, however, there are sometimes reasons know or unknown which causes the packages to be delayed and not delivered in time. While in the course of business delays are common, but if this happens on a continuous basis we investigate to find the reasons and make sure to not repeat.


I've checked the order #******************* tracking and see that the order was placed on January 13, 2016, shipped on January 14, 2016 and delivered to you on January 15, 2016 as per the Prime two shipping, although the estimated delivery date was mentioned as January 18, 2016, the package was delivered to you on time as promised. Please check the tracking from the link below which shows the correct delivery time and date:


https://tools.usps.com/go/TrackConfirmAction.action?tRef=fullpage&tLc=1&text28777=&tLabels=**********************+


Having said that, We appreciate the time you took to provide us with your feedback about our Prime shipping. We welcome the opinions and suggestions of our customers.


Further, we always ask our customers to contact us via phone and then asked to be transferred to a supervisor,I apologize, if this wasn't the case. We'll consider your feedback as we plan further improvements.


Please feel free to contact us directly by replying to bbb@amazon.com if we can be of further assistance.


Best regards,


Mahesh.V
http://www.amazon.com

1/27/2016 Delivery Issues
1/26/2016 Problems with Product/Service | Complaint Details Unavailable
1/26/2016 Delivery Issues | Complaint Details Unavailable
1/26/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I have been banned from using Amazon.com simply because I am married to someone who has had his account banned. He has been banned from using Amazon for returning to many items all within the return policy. He did nothing wrong either. Anyhow I decide to open my own account and they have closed it simply because I am married to him and share the same computer, joint credit card, billing, and shipping address.

Desired Settlement: I would like my account to be reopened and to no longer be discriminated against.

Business Response: Hello *******,

I'm Purna Chander 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.

I've reviewed your e-mail, and I understand you're concerned about your account being closed. While I know you're disappointed with our stance on this matter, I want to assure you the information you received is correct. We've found your account is directly related to another account which has been previously closed due to the abuse of our policies.

Due to the proprietary nature of our business, we're unable to discuss other accounts with you, and the decision to close your account is a final one. I’m sorry for any disappointment caused and appreciate your understanding.

Per our Conditions of Use which state, we reserve the right to refuse service, terminate accounts, remove or edit content, or cancel orders in their sole discretion.

You can review our Conditions of Use here:

www.amazon.com/conditionsofuse

*******, I’m sorry for any disappointment caused and appreciate your understanding. While we won’t be able to comment further on this matter, we’re always happy to help if you have any other questions - you can click a button to contact us by e-mail or phone from any Help page on our website.


Regards,

Purna Chander N.
Amazon.com
http://www.amazon.com

Consumer Response:


Complaint: ********

I am rejecting this response because:
The relation to an account that they have closed is my husband. I feel that they are discrminating against me simply for being related to him. I also feel that this will carry on to other familly members of mine. My husband was banned for excesive returns however they never specify an acceptable return number in the policy. Anyhow that was him and it should be illegal to ban me simply because of whom someone is related to. I feel that this is discrimination and in the USA that is illegal.

Sincerely,

******* ****

1/26/2016 Billing/Collection Issues | Complaint Details Unavailable
1/26/2016 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: January 07th 2016, I received an email informing me that purchases were made by an unauthorized party using my payment information which resulted in a total of $219.98. I called Amazon immediately to resolve the issue and I was assured that the problem would be resolved in 48 hours. Upon checking my bank statement, I also saw a charge for an audible service that I previously cancelled with Amazon at the end of November/beginning of December. I also alerted them to that charge as well which was in the amount of $14.99. I was told that my account was put on hold in an attempt to resolve this issue. while I do understand the reasons for doing so, I have yet to be given any real updates or progress. Whenever I call customer service, I am promptly told that I must wait 24-48 hours for someone to contact me and that has yet to happen. Today marks two weeks since the incident occurred. Additionally, I have asked to speak to a manager or supervisor or at the very least, someone from the accounts department who can give me the necessary details regarding my account. My requests are always being denied and I am constantly being told that someone will contact me in 24-48 hours. I have alerted my bank and they conducted a separate investigation which lead to a permanent credit in the sum of $219.98. However I am still waiting to hear from amazon about the unauthorized access and the unauthorized audible charge.

Desired Settlement: I do like the amazon services and I am currently a prime member. I would like a detailed explanation of how someone was able to access my account. Additionally, I would like the refund for the audible charges and to have my account restored.

Business Response: Hello *****,


I'm Mahesh 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.


*****, I'm so sorry for all the inconvenience this situation has caused, I understand you'd like the remaining charges from Audible account be refunded.


I've contacted our Audible team and have reported the issue to them, who'll be investigating further and send an update to me with in the next 2-3 business days, *****, I'll be out of office until January 26, 2016, I'll send you an email with an update on January 27, 2016.


Further,we are unable to say how your sign-in information was obtained since the activities used to obtain these details occur away from our websites. Some techniques used to gain unauthorized access include using malicious software to capture a user's keystrokes and Internet activity, trying commonly-used passwords, and sending fraudulent emails requesting recipients provide or update personal, financial, or other account information (commonly known as "phishing").


This situation requires you to reset your password to Amazon.com account, if in case you've not reset your password, you will need to reset your password when you return to the Amazon.com site. To reset your password, click "Your Account" at the top of any page on Amazon.com. On the Sign In page, click the "Forgot your Password?" link to reach the Amazon.com Password Assistance page. After you enter your email or mobile phone number, you will receive an email containing a personalized link. Click the link from the email and follow the directions provided.Your new password will be effective immediately. We recommend that you choose a password that you have never used with any website. You will need to re-enter your complete credit or debit card number the next time you place an order.


Please feel free to contact us directly by replying to bbb@amazon.com if we can be of further assistance.


Best regards,


Mahesh.V
http://www.amazon.com

Consumer Response:
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

***** ******

1/26/2016 Problems with Product/Service | Complaint Details Unavailable
1/26/2016 Problems with Product/Service | Complaint Details Unavailable
1/26/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Amazon received my return on Dec. 8th and I used there Amazon app on my phone, which you can still purchase items without a email address, I keep getting the run around about my refund ,because I can`t get any help since there was no email address with the order, the app on my phone says refund issued, but it only takes 2 days for the credit to show back on my credit card, I was told that my account was on hold and i can`t get anymore info, it was 992.99 that i have not received yet back on to my credit card, the order # ******************* *** *** ***************** *** ******** *******************, I just want my refund.

Desired Settlement: I just want a refund.

Business Response: Hello ******,


I'm Mahesh 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.


I'm sorry for the delay in processing of the refund on the order #********************


I've checked the return status and see that it is still pending and not completed. Once the return processing is completed refund would be issued to your payment card. Please allow another 3-5 business days for the refund to issued.


If in case you do not receive the refund before December 24, 2015, please feel free to contact us directly by replying to bbb@amazon.com if we can be of further assistance.


Regards,


Mahesh.V
Amazon.com
http://www.amazon.com

Consumer Response:
Complaint: ********

I am rejecting this response because: I will not close this complaint until I see the refund and credit back to my Credit card, so this complaint will stay open until I get refund 

Sincerely,

****** **********

Consumer Response:
Complaint: ********

I am rejecting this response because:you guys have basically told me to get lost, you guys have basically have stolen my 998.00 dollars, you wont help me at all, you wont refund my money, I need to email some higher up corporate person to get then taken care of ?

Sincerely,

****** **********

Business Response: Hello ******,


******, I understand you are disappointed with this situation. However as per our policy, we will not be able to return or refund the items to you. We have exercised our option under our Conditions of Use to sever our business relationship. Our ''Conditions of Use'' policy states ''Amazon reserves the right to refuse service, terminate accounts, remove or edit content, or cancel orders in its sole discretion". You can read the full details of this policy at the following link:


http://www.amazon.com/gp/help/customer/display.html/?nodeId=******


As informed earlier, we will not be able to offer any additional insight or action on these matters and any emails won't receive a response.


Best regards,

Mahesh.V
http://www.amazon.com

1/26/2016 Advertising/Sales Issues | Complaint Details Unavailable
1/26/2016 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint:

Gentlemen:
December 28, 2015

The main reason why Better Business Bureau is being contacted at this time. I honestly feel that
Amazon.com has not resolved this matter with the identity thief involving my wife ******* and myself.
We contacted Amazon.com on Friday, 12/04/15. That we never opened any on-line Visa accounts with
Amazon.com or pay for any of those purchases with a Chase Bank card. The customer service agent
stated that all the accounts would be closed immediately. My wife and I have just one MasterCard a
piece, it' s a Bank of America charge. The person or persons unknown also opened on-line accounts with
Lowe's and other retail companies.

The two emails form Amazon. com one on December 21, 2015 for a refund on Gucci Unisex watch for
$914.25. The other on December 24, 2015 for Gucci Men's Digital watch for $1,113.51. Those two items
were mailed back to Amazon.com on Monday, December 7, 2015. If these accounts were closed the
refunds should not of been placed in those accounts. They must still be active accounts in their system. I
have enclosed all the paperwork involved with Amazon.com.

Hopefully, this matter can be resolved soon. Thank you in advance for your concern.

****please see attached****

Desired Settlement: Please see complaint

Business Response: Hello *****,


I'm Mahesh 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.


I'm sorry to hear the problem caused by fraudulent activity on your account, I understand you are disappointed and upset.


*****, thank you so much for writing with more details and address about the fraudulent activity, you did the right thing by contacting your local law authorities. Unfortunately, fraud is common on the internet at this time, you may also want to look up the tips provided by the FBI to help you spot a scam, protect yourself and family, and report scams:


http://www.fbi.gov/scams-safety


Please know, we will not be able to reinstate your Amazon.com account as your financial institution has filed a charge back for $4965.28 on the order ********************* With your permission, we can charge any valid card that you have registered to your account. To pay for this order, please reply to this email with the last two digits of the card that you want to use, the card type, and your statement allowing us to charge the card. If you want to use a card that you have not registered to your account, you can send the information below to our secure fax line:


-- The full credit or debit card number and the type of card.
-- The name, address, and phone number that the cardholder registered to the card.
-- Your order number.
-- The total amount of your payment. For your security, do not send full card numbers by email.


You can find our fax number on the Amazon.com Help page: https://www.amazon.com/help/addressverification


Please feel free to contact us directly by replying to bbb@amazon.com if we can be of further assistance.


Regards,

Mahesh.V
Amazon.com
http://www.amazon.com

Consumer Response:


Complaint: ********

I am rejecting this response because:

Gentlemen:
January 9, 2016
My complaint ID ******** assigned to my case submitted on 01/06/2016 against Amazon.com. I
received an email from them on 01/09/2016. (Copy Enclosed) Amazon. com still feels that Breiting
Men's watch order# ******************* is our responsibility in paying for it. This watch and the
other two watches were never ordered by my wife or me. Also Amazon.com can close my account. I
just ordered one product from them Black Flag ant and roach chalk over a year ago. All the information
dealing with these three watches were sent to their Customer Service office in Seattle, Washington. Also
please tell Amazon.com to get the police report filed with Howard County Police Department. Those
complaint numbers were also submitted to their Customer Service Department. As a member of
Ufelock they said, We are not obligated in paying for that Breiting Men's Watch.
This complaint was filed to clear my wife's name and also mine. Hopefully, Better Business Bureau can
do this for us. Thank you.

Sincerely,

***** ******

****please see attached****

Business Response: Hello *****,


I understand you are disappointed and want Amazon.com to file a police report, please know we will not be able to file report with the local authorities.


As informed earlier, we will not be able to reinstate your Amazon.com account as your financial institution has filed a charge back for $4965.28 on the order ********************* With your permission, we can charge any valid card that you have registered to your account. To pay for this order, please reply to this email with the last two digits of the card that you want to use, the card type, and your statement allowing us to charge the card. If you want to use a card that you have not registered to your account, you can send the information below to our secure fax line:


-- The full credit or debit card number and the type of card.
-- The name, address, and phone number that the cardholder registered to the card.
-- Your order number.
-- The total amount of your payment. For your security, do not send full card numbers by email.


You can find our fax number on the Amazon.com Help page: https://www.amazon.com/help/addressverification


I realize you're upset, and I regret we've been unable to address your concerns to your satisfaction. However, we'll not be able to offer any additional insight or action on these matters, and any further inquiries on this matter will not receive a response.


We appreciate your business and hope to have the opportunity to serve you again in the future.


Best regards,

Mahesh.V
http://www.amazon.com

1/26/2016 Problems with Product/Service | Complaint Details Unavailable
1/26/2016 Problems with Product/Service | Complaint Details Unavailable
1/25/2016 Problems with Product/Service | Complaint Details Unavailable
1/25/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: In September of this year, Amazon advertised low prices on their "Fire" Cellphone. The pricing was especially attractive since it came with an offer of free Prime service for a year. I purchased the phone. by that time from a third party service, but with the same offer of free Prime service for a year. It was my expectation that in December, my Prime subscription of 3 years would be extended for another year for free. In December, I received an automated notice that my credit card had expired and my Prime service was at risk for termination at the end of December. I emailed Amazon support with a description of my invoice promising one free year of Prime service. They emailed me back saying that only Amazon and AT&T purchases qualified for free Prime. Nowhere did it say that on the offer, and Amazon apparently allowed the third party to continue to make the offer. The Amazon email further suggested that I seek a refund from the seller. I attempted on several occasions to contact the seller, who ignored my attempts to communicate. I then called Amazon support. The support service person, with her halting english seemed to be reading a prepared set of responses: 1) The offer expired at the end of September. I told her I purchased it in September. She said it was not activated until October. Nowhere did the offer say "activated" by September. 2) Then she read rules to me that said the offer could only be made by Amazon or AT&T. The same as the email. I asked for a supervisor. The supervisor "read" me the same set of rules. Apparently the two were based in the Phillipines. The supervisor further stated that it was all he was permitted to do in the way of restitution for Amazon's errors. He further said that there was no further level of supervisor available to address my complaint.

Desired Settlement: I purchased the phone for emergency use, expecting a bargain price as Amazon was discontinuing the device, but would continue to support it. I am a senior living on a fixed income and cannot just spend scarce funds for no return, brought on by a lack of commitment to advertising. Amazon allowed the vendor to advertise the offering. Nowhere was there stated any limitations on the offer, neither from Amazon nor trom the vendor. Given Amazons tacit acceptance of the vendors advertising, Amazon has an implied commitment to either deliver my free year of Prime service or refund the $99 excess charge for the phone.

Business Response: Hello,


I'm Madhavilatha 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.


I understand your concern about the free Prime offer for fire phone. The situation you described requires further research, and I've reached out to our kindle team, and they're looking into the issue further. We'll contact you soon with an update usually in 2-3 business days.


Thank you very much for your patience. We hope to see you again soon.


Please feel free to contact us directly by replying to bbb@amazon.com if we can be of further assistance.


Regards,

Madhavilatha A.
Amazon.com
http://www.amazon.com

Consumer Response:


Complaint: ********

I am rejecting this response because:

The amazon representative has completely missed my point.  Having the rules quoted to me all over again (4th time) does not address my complaint.  Specifically:

1.  The rules were not available to me at the time of my purchasing the phone. Or if they were, there was no straightforward way to access them.

2.  The vendor from whom I purchased the phone was widely publicizing the offer for tthe free Prime service for several weeks before I elected to consummate the purchase.

3.  Amazon made no attempt to monitor and prevent the site from claiming there was a free Prime service.

4.  The offer was widely publicized at many other reputable sites listing available incentives, CNET for one.

5.  Again amazon ignored such announcements, electing to not interfere with an offer they knew used their name and corporate reputation to make an invalid offer.

6.  I was not notified of the denial of prime service until 3 months after the purchase was made, and then only because amazon attempted to charge me for the service using an invalid credit card number.

Amazon needs to live up to their name and good reputation!

Sincerely,

**** ******

Business Response:

Hello *******,


I'm Mahesh from Amazon.com. Madhavi is currently out of the office until January 27, 2016. While I’ll bring your email to her attention, I’ll do my best to answer your questions to avoid making you wait for a response.


This offer was only valid on Fire phones purchased from Amazon.com or through an AT&T Wireless retail or certified reseller location, and expired on August 27, 2015. Third-party sellers are not authorized to make this offer in connection with the sale of the device.Since you purchased the Fire Phone from retail store, your device is not eligible for free Prime Membership. We will not be able to comment on offers, services promised or offered by retailers after the promotion expires.


You can find the promotion details by visiting the link below:


http://www.amazon.com/gp/help/customer/display.html?nodeId=*********


I realize you're upset, and I regret we've been unable to address your concerns to your satisfaction. However, we'll not be able to offer any additional insight or action on these matters, and any further inquiries on this matter will not receive a response.


We appreciate your business and hope to have the opportunity to serve you again in the future.

Best regards,


Mahesh.V
http://www.amazon.com


Consumer Response:


Complaint: ********

I am rejecting this response because: THERE IS NOT YET A RESPONSE TO MY COMPLAINT!

I am becoming angry at the insinuation by Amazon that I am unable to read or that I am brain-dead.  Having the same set of secret rules quoted to  me for the 6th (SIXTH!) time is not a response.  It is an insult to my intelligence.

I reiterate, in the hope that Amazon will actually read it this time.   My complaint is that in order to have a relationship with a company, the rules need to be CLEARLY and OPENLY delineated in advance of the relationship.  Amazon did not do that, and now claims immunity since I should have in some way "known" of these carefully hidden rules!  If one of their representative vendors violated this covenant, then a customer should have somehow realized they were being duped.

I would appreciate hearing from someone at Amzon who is able to do more than simply quote the hidden rule book.  I realize the responders to this point are not native English speakers and have trouble with the language.  But SURELY Amazon has a responsible and accountable supervisor who can redress my grievances without recourse to the training book labelled "RESPONSES FOR THESE COMMON COMPLAINTS".

My daughter is an attorney, and she is outraged at the arrogance Amazon has displayed to date.  Based on the rote commonality of the responses, we have concluded that Amazon has had this same complaint from many others.

I had been a PRIME subscriber for many years, and am amazed at the callousness of these non-resposive responses.  Please ask a responsible manager to review my complaint. 

**** ******

1/25/2016 Problems with Product/Service | Complaint Details Unavailable
1/25/2016 Billing/Collection Issues | Complaint Details Unavailable
1/25/2016 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I purchased 2 nuLOOM rugs from Amazon on 1/18/2016. Model: NULFG06A-508 Blossoms Rug, 5-Feet by 8-Feet and Model: nuLOOM NULFG13A-508 Tree Branch Rug, 5-Feet by 8-Feet. Amazon sent me an email saying that they would not be able to honor the sale because ".We recently discovered an error that caused the following item(s) to be displayed at an incorrect price", "In this case, we're unable to offer this item for the incorrectly posted price. Therefore, we've cancelled your order for this item." The issue is any other store in the country would legally have to honor the price as marked, but somehow Amazon can do this? The ironic part about it as well is they don't honor price matching when their price drops on a product, rather makes you return it and repurchase it (which of course costs money to ship back).

Desired Settlement: I would like the products delivered for the same price I purchased them for. It is not my fault that they marked the price wrong, and if it was a brick and mortar store I would have had the product.

Business Response: Hello ****,


I'm Bhaskar 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.


I'm sorry to learn of the recent order issues you've experienced and apologize for the disappointment.

 
Amazon Marketplace listings are created by sellers other than Amazon.com. If you buy an item at Amazon Marketplace, the individual seller will process and ship your order. I hope you understand that orders placed with registered sellers on our website work a little different from those shipped and sold by Amazon.com. The fulfillment and shipping is done by the seller--Amazon.com is not directly involved in these orders.


Please know that order cancellations can happen for a number of reasons, such as inventory issues or concerns of the product quality. While we're able to determine why an order was cancelled at times, the decision is ultimately one that's left to the seller of record and their personal business plan. This item was listed with an incorrect price on our website for a short time; this error has since been corrected. Our sellers work very hard to accurately list their products, but on rare occasion a pricing error may occur. I'm sorry for any disappointment this causes.


Only the seller can answer questions about their products and order fulfillment. While an occasional error is bound to happen, we do require sellers to keep these to a minimum. If we find that a seller's listing issues become problematic, we will take appropriate action.


Unfortunately, we do not price match as the marketplace is constantly changing and we strive to offer the lowest price, you'll see some fluctuations in our prices over time. While an occasional error is bound to happen, we do require sellers to keep these to a minimum. If we find that a seller's listing issues become problematic, we will take appropriate action.


****, I realize you're upset, and I regret we've been unable to address your concerns to your satisfaction. However, we'll not be able to offer any additional insight or action on these matters, and any further inquiries on this matter won't receive a response.


I’m sorry for any disappointment caused and appreciate your understanding.


Best regards,
Bhaskar A.


Thank you.
Amazon.com

Consumer Response:
Complaint: ********

I am rejecting this response because: Yet again Amazon thinks they are above the rules of retail and state laws. Amazon should have better control over their sellers, and make it clear (such as Best Buy does) that it is a "market place item" and NOT sold by Amazon. This is disappointing, yet expected because of the way Amazon treats their loyal customers.

Sincerely,

**** ******

1/25/2016 Problems with Product/Service | Complaint Details Unavailable
1/25/2016 Billing/Collection Issues
1/25/2016 Problems with Product/Service | Complaint Details Unavailable
1/25/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Amazon.com canceled my account 12/29/15, because they said I made too many returns. They blocked me from viewing my order history, but let's look at the couple returns. One was cover for the overflow drain on a bathtub. The cover is suctioned around the drain. There are big spaces between each suction cup, so the water still goes under the cover and is drained. Why would I keep that? Another recently was a Garmin GPS unit. As soon as I opened the unit, I connected it to my computer to update the maps on it. However, it couldn't be updated. The computer couldn't recognize the device. I did some troubleshooting with Garmin. This was Garmin's final response: From: Product.Support@garmin.com Sent: Wed 12/16/15 12:17 AM To: ****************@outlook.com Dear ******* ********, Thank you for contacting Garmin International. It will be my pleasure to assist you. Please accept our apologies for your inconvenience. Sounds like the device has lost its capacity to communicate with a computer. I would need to know the serial number of that device to determine the warranty status. That device needs to be replaced. What is the serial number of the device? Thank you. Please reply for further assistance, if the issue has not been resolved. We thank you for choosing Garmin! With Best Regards, Terry Customer Care - Automotive Team Garmin International 913-397-8200 800-800-1020 913-440-8280 (fax) Att: Terry **** www.garmin.com So, again, why would I keep a unit that was found to be defective moments after opening? Since it's Amazon's decision to close my account, they need to refund me on my Amazon Prime subscription.

Desired Settlement: 100% refund on my Amazon Prime.

Business Response: Hello *******,


I'm Raghavender 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.


I’m so sorry to learn on what happened with your account. It's unfortunate to lose a service you've become accustomed to using and I understand your frustration.


As a matter of business protocol, we periodically review customer accounts to ensure we're meeting our customer's needs. When we find an account that exhibits a higher than normal concessions of the types mentioned previously, we review the account and send a message relating our concerns. We appreciate your point of view, and I've made the appropriate team aware of your feedback. Returns/Refunds/Replacements are an inconvenience and disappointment for you the customer, and costly for Amazon.com.


I've looked into this and it appears that the review of your account has been completed and the hold has been removed.


About the refunds:


1. Order ID: ******************* -- Garmin nüvi GPS -- Refunded on December 15, 2015 at 5:00 PM (PST) for $117.99.

2. Order ID: ******************* -- Recyclable Bottomless Bath® Overflow Drain Cover -- December 15, 2015 at 5:03 PM (PST) for $6.48.

3. Order ID: ******************* -- Amazon Fire TV Stick  -- December 29, 2015 at 4:19 PM (PST) for $26.49.


I hope this helps to clarify what happened. Please feel free to contact me directly by replying to bbb@amazon.com if I can be of further assistance.


Regards,

Raghavender S.
Amazon.com
http://www.amazon.com

Consumer Response:
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

******* ********

Business Response: Hello *******,


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’m sorry for any misunderstanding and inconvenience the account issues has caused to you.


When unusual account activity like this comes to our attention, we'll evaluate each account on a case-by-case basis to determine if additional action or closing the account is necessary. Failure to comply with our policies may result in the closure of your Amazon.com account. We’ve noticed that you’ve returned a significant number of your recent orders. In our experience, high rates of returns can indicate that customers are not happy with their Amazon shopping experience.


While we welcome returns when orders don’t work out, we want to do whatever we can to ensure that you are happy with your Amazon shopping experience. We're concerned about the activity on your account and wanted to do all that we can to avoid the inconvenience you experience having to make frequent and possibly avoidable returns of the items you purchase from Amazon.com. We have contacted you in February 21, 2014 and again in the month of April 2, 2015 so we could better understand the activity on your account and learn how to improve your shopping experience.


I've confirmed that trade-in order #TRN**************** associated with "Garmin nüvi 265W 4.3-Inch Bluetooth Portable GPS Navigator" is "Completed" and that a gift card for $9.43 was issued to your Amazon.com account. I'm sorry; your submission for Samsung S425G Prepaid Phone With Triple Minutes (trade-in order #TRN-***************) was not accepted. According to the information provided by the facility processing your submission, the specific reason your item didn't meet the trade-in conditions was: Incorrect item (completely different device). All other items not accepted by the merchant will be returned to you approximately 14 days after receipt.


You can track the progress of your return package from Your Trade-In Account:


http://amazon.com/tradein/youraccount


You can find this information by clicking the rejection reason for the item in Your Trade-In Account (http://www.amazon.com/tradein/youraccount).


Since the chargeback has been filed for the prime amount, you need to contact your bank for refund information. A chargeback is created when a customer contacts their credit card company outside of Amazon.com to report a problem they have with a transaction.


You can view our Conditions of Use here:


http://www.amazon.com/gp/help/customer/display.html/?nodeId=******


We appreciate your understanding, and hope to see you again soon. Please feel free to contact us directly by replying to bbb@amazon.com if we can be of further assistance.


Regards,

Raghavender S.
Amazon.com
http://www.amazon.com
------------------------

Consumer Response:
Complaint: ********

I am rejecting this response because:And I responded to Amazon in February and April and informed you about the lousy product quality. As for the cell phone trade-in, it is exactly the correct product, because It has the same UPC number. This will be my final communication. I am not shopping there anymore.

Sincerely,

******* ********

1/25/2016 Billing/Collection Issues | Complaint Details Unavailable
1/25/2016 Problems with Product/Service | Complaint Details Unavailable
1/25/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: The Mini Smart Self Balancing Two Wheel Electric Scooter with LED Light (Red) is defective and a dangerous product. My son was charging unit as instructed by the owners manual when the unit started to smoke. My son unplugged unit and let smoke clear. This unit has not been used since. I am requesting a full refund for this product. This product should not be sold until it is designed for safety. Please process my refund right away. I had purchased two of the same product and had problems with one and filed complaint and a refund was given, and now I have the other product smoking and almost start on fire.

Desired Settlement: I am expecting a full refund for my defective unit. This product must be engineered with high safety standards so not to cause a fire.

Business Response: Hello ******,


I'm Mahesh 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.


I understand you'd like the other "Mini Smart Self-balancing Two-wheel Electric Scooter with LED Light" to be refunded.


I've checked and see that an A-Z claim is filed and claim has been received and is being investigated, please know the claim will take 1-2 weeks to be processed, sometimes the claim is processed earlier than 1-2 weeks. You can see the most current status of your claim at the link below:


https://www.amazon.com/gp/a-z-guarantee/help.html?orderID=*******************


I'd also encourage you to read though the following tips from the link below:


https://www.amazon.com/gp/help/customer/display.html?nodeId=*********


Please feel free to contact us directly by replying to bbb@amazon.com if we can be of further assistance.


Best regards,


Mahesh.V
http://www.amazon.com

Consumer Response:
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and I want to keep this complaint open until the refund has been processe4d and received on my end. Until that accrues I am not completely satisfied.

Sincerely,

****** *********

1/25/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: After making several complaints to their customer service department regarding delivery issues they completing froze my account. When I call to find out why my account was frozen they state that they don't know why. I have the original email that was sent to them complaining about delivery issues and the response from their customer service agent that stating they were disabling my account. They did not explain why. And when I call they say I must speak with a Account Specialist. Problem is I cant contact them, when they froze my account I cant make contact with their customer service department. It requires that you sign into your account in order to get help and they have disabled my account. Amazon is being unfair and unjust....just because I complained about their services and they disable my account. I have been ordering from this company for 6+ years and I pay yearly for Prime Membership. So now I have 6 months left on my prime account before renewal and they have frozen my account. Now they are literally taking money away from me. And to make matters worst my husband and I depend on Amazon for a lot of our household items. My husband had a stroke recently and I had back surgery, so we depend on the next day/2 day delivery services. Especially for heavy items. We are now forced to ask friends or use a taxi to get the items we need. No company should be allow to disable your account when you are a paying customer.

Desired Settlement: I would like for some one from Amazon to contact me directly via phone not email and to unfreeze my account and compensate me for the time I didn't have access to my account.

Business Response: Hello *******,


I'm Raghavender 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.


I'm sorry to learn of the account issues you've experienced recently and appreciate you bringing this to our attention.


At Amazon.com, we routinely perform reviews of orders and customer accounts to protect our customers.


Through the normal course of business, the occasional problem is inevitable. When unusual account activity like this comes to our attention, we'll evaluate each account on a case-by-case basis to determine if additional action or closing the account is necessary.


I've looked into this and it appears that the review of your account has been completed and the hold has been removed. I’ll be working diligently to ensure your experience is re-investigated internally and will take ownership of this responsibility on your behalf with the utmost priority. This includes passing along your feedback to the appropriate teams. We are unable to contact you through phone as you requested. While Amazon.com does have a large staff to handle phone inquiries on general topics, there are certain specialized departments that work only via e-mail.


This is corrected now and you should have no issues going forward placing orders on Amazon.


Although it won't change the poor experience, I've applied $30.00 in promotional credit to your account as a gesture of goodwill. You won't need to enter any codes - simply place an order for items sold and fulfilled by Amazon.com, and the discount will apply. For more information about promotional codes, including the terms and conditions of use and what happens when you return an order paid for with a promotional code, go to:


http://www.amazon.com/gp/help/customer/display.html?nodeId=******


Thanks again for taking the time to bring this situation to our attention. There are definitely things we can learn from how your situation was handled, and I can ensure you, the missteps that occurred are being investigated thoroughly, and will be used to help ensure they don't happen again.


I hope this helps. Please feel free to contact me directly by replying to bbb@amazon.com if I can be of further assistance.


Regards,


Raghavender S.
Amazon.com
http://www.amazon.com

1/24/2016 Problems with Product/Service | Complaint Details Unavailable
1/23/2016 Billing/Collection Issues | Complaint Details Unavailable
1/23/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Hello, On 11/26/2015, I place an order on Amazon.com from the World Trading $ Gift Corp. a Tennessee Titans 2 piece bath rug set. When the rug arrived to my house between 12/02/2015-12/07/2015, I open up the box and realized that the rug did not looks like it appears on the internet and the fabric was also shedding. I tried numerous of times trying to contact the seller about a return label that I did not have to pay out of my pocket because the rug was defective and the appearance was not as it appears. He refuse to send a free return label so I had to return the item back myself. I paid UPS $11.07 to return this item back. A few days later I call Amazon to inquire about my refund because I notice that only $27.99 was refund instead of $34.59. Amazon sent me a email explaining that the seller was charging me a restock fee of $6.60. There no advertising know where located on his site or Amazon that there is a restocking fee at all. Amazon email me stated that from A-to-z Guarantee Claim about no refund of my $6.60 or the $11.07 I paid to ship the item back. Both companies refuses to give me back all of my money that I paid them. Amazon and World Trading received the item back and they kept a total of $17.67 which is half of the $34.59 price of the rug. I am the one who lost my money to them. I call my credit card company and they refund the $6.60 back to my credit card. So now I wants Amazon or The World Trading Gifts to refund me back my $11.07 for shipping and handling. This item was return back to Amazon and ship on 12/16/2015 by UPS. I tried to make several attempted to contact the seller through email on 12/09/2015, and 12/10/2015 about the return label. Since he was not responding back as I thought he would I just sent the parcel off anyway. Both company has broken the law by selling me a defective item and refuses to refund all of my money back to my account. You can't sell defective goods or refuses to disclose agreement without displacing it.

Desired Settlement: I would like to received all of my shipping fee of $11.07 back to check form or credit the refund back to my 7550 account number asap. I have waited long enough and it is unfair to steal other people money.

Business Response: Hello *****,


I'm Jones E***** 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.


I'm sorry to hear about the disappointing experience you've had with one of our third party sellers and our Customer Service team.


I’ve forwarded your comments and feedback to our Customer Service Management. I'll be following-up with our Customer Service Management to ensure appropriate coaching and training is provided to avoid situations like this in the future.


Please know that, Amazon Marketplace listings are created by sellers other than Amazon.com. If you buy an item at Amazon Marketplace, the individual seller will process and ship your order. I hope you understand that orders placed with registered sellers on our website work a little different from those shipped and sold by Amazon.com. The fulfillment and shipping is done by the seller--Amazon.com is not directly involved in these orders.


At this time, we do not have an option to issue refund or make any changes to the orders placed with the sellers. Generally, the sellers may determine their own options for returns that are not due to their error. The seller may choose to refund only the cost of the merchandise and few sellers may not be able to issue refund for the return shipping charges. With any business, there is a cost to sellers for accepting returns. When a customer makes a "no-fault" return of an item that has no problems, we ask that the customer assume the cost of return shipping. In addition, the seller may determine their own options for returns that are not due to their error. The seller may choose to refund only the cost of the merchandise deducting restocking fees.


We allow sellers to set their own returns options, and to apply a processing fee when appropriate. However, such fees are never appropriate when an order is materially different than expected, or otherwise damaged or defective.


You can find more details about this here:


http://www.amazon.com/gp/help/customer/display.html/ref=pe_***************_pe_58...


I understand you've been charged for restocking fees and return shipping. I see that there is only one order in your account which was placed with seller. As mentioned, we do not have an option to issue refund on the seller orders and there are no orders in your account which are directly placed with Amazon.com so that we might have tried to issue refund.


In this case, I'll issue a refund of $17.67 (return shipping + restocking fees) in the form of promotional credit to your Amazon.com account, which will automatically apply the next time you order an eligible item sold and shipped by Amazon.com. The promotional certificate doesn't apply to items offered by other sellers on the Amazon.com website and won't cover the purchase of gift cards, sales tax, gift wrap, or additional shipping costs.


For more information about promotional codes, including the terms and conditions of use and what happens when you return an order paid for with a promotional code, go to:


http://www.amazon.com/gp/help/customer/display.html?nodeId=******


I realize your first order experience hasn't been as positive as you'd anticipated, but I hope you'll consider this an isolated incident and give us another chance in the future.


Please feel free to contact us directly by replying to bbb@amazon.com if we can be of further assistance.


Regards,


Jones E*****


Amazon.com


http://www.amazon.com

1/23/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I am expecting refund some of the item purchased 5 months ago.They have been processed some part of refund amount.The last portion of the refund was not processed .I have been contacting with them via email,chat and phone since at the end of Aug 2015. Every time we talk, they promised to solve the problem but we are going nowhere.I am supposed to get 409.11 as we agree on.I am copying the last email conversation to help to under stand the issue. Hello *****, I've requested a refund of $74.99 to your credit card. You'll see the refund on your credit card statement in the next 2-3 business days. Once processed, you'll also be able to see the refund request here: https://www.amazon.com/gp/css/summary/edit.html?orderID=******************* Coming to the refund of the remaining items (Baby Jogger City Select Stroller In Ruby, Silver Frame, BJ20430 & Baby Jogger City Select Second Seat Kit with Silver Frame, Onyx), we couldn't issue it right away due to certain technical reasons. However, I've escalated this issue to our payments team. They'll write back to you as soon as they have more information. This usually is within 2-3 business days. One of the benefits we try very hard to offer our customers is convenience. In this case, we haven't met that standard. I hope that you will allow us another opportunity to serve you in the future. I hope this helps! If you still need help, please contact us again I probably get 10 times this type of email promised .Since they are not serious about their job I decided to turn to BBB.I am hoping you can help me solve this issue. Best regard*******

Desired Settlement: $409.11 credit back to my credit card account.

Business Response:

Hello *****,

I'm K***** P***** 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.

We received your request and extend our apologies for any inconvenience this has caused. I understand that you've already returned the items and we've received them at our returns center. However, I see a refund isn't processed on your order yet. I'm very sorry about this.

I've contacted our billing department about this issue and requested them to process the refund on your order. I've set a reminder to get back to you once an update from our billing team. I appreciate your patience while I continue to work on this matter.

I look forward to following up with you soon. Please feel free to contact us directly by replying to bbb@amazon.com if we can be of further assistance.

 

 

Regards,

K***** K

Amazon.com

http://www.amazon.com

Consumer Response:


Complaint: ********

I am rejecting this response because:

Hi,

I attached the email(bottom one) I got from Amazon since BBB got involved.They issued a refund @ 74.99 I am still waiting for rest of the refund amount of 334.17(409.16-74.99)which was supposed to be issued 6 month ago.Here is the one of the email sent to me  on 12/3/15.I really dont understand why the case is closed based on their answer not based on my whole claim.They have been playing this game since Aug,2015.They acting funny and stupid.I have dealt with probably 20 of their superstar customer care reps. Every each one of them did little work on, issue little bit of refund and apologize. That is all what  they do.Since BBB got involved They were very quick to issue some part of the refund but still they dont act responsible and taking care of the problem.Thanks for the reconsidering my claim and communicate with Amazon regarding on this Issue.

Thanks

***** ******

Hello *****,

I'm sorry that your bank can't see your refund of $409.16 reflected in your account for *******************. I've sent your information to our Billing specialists so they can research why this is happening. We'll write back to you as soon as we have more information, usually within 1-2 business days.

We look forward to seeing you again soon.


We'd appreciate your feedback. Please use the links below to tell us about your experience today.


Best regards,
Ria G.



Sincerely,

***** ******

Business Response:

Hello *****,


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'm Raghavender from Amazon.com. While K***** is currently in a different role, I can confirm on his behalf that he did what he committed to, and I apologize for any misunderstanding. I truly appreciate your diligence to ensure we took a serious look at what happened, and you can be rest assured we've provided feedback about your experience to the management team.


Due to a technical error from our end our system was not able to process refund for most of the returns. We've reported this to our technical team, and they're working on taking care of it. However to correct this, I reached out to our Billing team to look into your order and process refund accordingly. I got a response from our billing team saying a refund was processed manually on the order. You'll see the refund on your MasterCard statement in the next 3-5 business days. Once processed, you'll also be able to see the refund here:


https://www.amazon.com/gp/css/summary/edit.html?orderID=*******************


We pride ourselves on resolving customer concerns quickly and accurately and I'm sorry this didn't happen when you contacted us earlier. Customer feedback like yours is important to us, and I'm glad you pursued this further so we could resolve it for you and the rest of our customers.


Once again, I'm sorry for any misunderstanding about the refund. I hope that you continue to shop with us in the future.


Please feel free to contact me directly by replying to bbb@amazon.com if I can be of further assistance. We look forward to seeing you again soon.


Regards,


Raghavender S.
Amazon.com
http://www.amazon.com


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1/23/2016 Advertising/Sales Issues
1/23/2016 Problems with Product/Service | Complaint Details Unavailable
1/23/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I ordered a DVD and a CD and when I filed the order I did not get any information which card was used or which address. This is unprofessional and I will remove all credit cards for automatic billing

Desired Settlement: 1)do not bill to credit card without giving the customer a choice 2) show the adresses that are on file and give the customer the choice

Business Response: Hello ******,


I'm Mahesh 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.


I'm sorry to hear the problem with the recent orders from us, I understand you'd like available payment options and addresses to be shown while ordering.


******, when you start the order process, the first thing you'll need to do is enter your e-mail address and password. After this step, you'll be asked to select a shipping address, enter gift options, choose a shipping method, and enter your payment information. It is with Customers choice that we go ahead and charge the payment method and ship the item/s to their shipping address. If you forget to enter information into a required field, you'll see a message telling you what's missing.


In the future, please review the page carefully before placing the order to avoid inconvenience and experience better shopping experience.


Please feel free to contact us directly by replying to bbb@amazon.com if we can be of further assistance.


Best regards,

Mahesh.V
http://www.amazon.com

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1/22/2016 Billing/Collection Issues | Complaint Details Unavailable
1/22/2016 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I ordered a rabbit hutch from Amazon.com. When the product arrived the box was ripped up and missing the bottom part of the box with a 3ft wish rip lengthwise across the box. After peering inside I noticed multiple pieces of the unit broken, chipped, cracked or missing a pre fabricated piece. After the package arrived I made contact with Amazon and informed them of the problem. I was initially told that in order to be given a refund I needed to return the item. I then informed them that i did not have a box around the house that could fit the damaged items and had to re explain the box it arrived in was not suitable for a return according to the UPS delivery guy. I was informed they would send a replacement unit and I could use the new box to put the old in and send back. Amazon all stated they would prepare a pick up. the next day the delivery guy showed up and stated he had a pick up and i had to explain i didn't have a box and i was told to use the new box that came with the replacement. He further stated that amazon would need to set another pick up because he could only pick it up for the next 3 days and the new unit would be here 3 days after that. When the new unit arrived it was again damaged and ripped up the side of the box with broken equipment. I contacted Amazon and they stated they would send another. I told them I would just like a refund. I asked them if they could send a new box and I would package it up and they could schedule a pick up. Amazon stated they couldn't send a new box and that I would have to provide the box. I asked them if they sold boxes and why I couldn't get one sent. I was told they do sell for offices and was told if I purchased a box from them I could send it back that way.

Desired Settlement: I would like to not have to go spend time driving to the store, buying a box big enough to fit the awkward/ large pieces of the unit, drive home, pack the box up and then have to drive to the post office and stand in line with this very large box that I will defiantly need assistance with moving as I am in my 50's and and the package is too heavy for my to handle by myself. I don't feel it should be the the customers problem that got a defective shipment two times in a row while still having to waste valuable time, money and resources like gas to fix a problem that the company doesn't want to fix when they have more than ample means and ways to fix the problem without passing along all the extra problems when something doesn't go right using their service. I attempted to provide photos of the damaged box and they didn't even want to see it. I had to ask 3 different times to speak with a manager about the problem and 10 minutes later was informed they would call me.

Business Response: Hello *****,


I'm Bhaskar 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.


I understand your situation and I'm sorry for the inconvenience.


I'm not able to send you a replacement box, but if you can use tape to fix the original box, or if you can find a different box that fits the Rabbit cage, we can still accept the return.


We've arranged the pick up for original and replacement order and these 2 pick up attempts will be made separately. I've applied a $30[$AMOUNT] promotional credit directly to your account for use on your next Amazon.com order. I hope you'll accept this as both a gesture of goodwill and an apology for this bad experience.


When you place your next qualifying order, you'll see the promotional funds listed on the Order Summary page, just before you submit your order. If the funds aren't shown, please read the following to ensure your order qualifies:


http://www.amazon.com/gp/help/customer/display.html?nodeId=*******


I’m sorry for any disappointment caused and appreciate your understanding. While we won’t be able to comment further on this matter, we’re always happy to help if you have any other questions - you can click a button to contact us by e-mail or phone from any Help page on our website.


Best regards,
Bhaskar A.


Thank you.
Amazon.com

Consumer Response:
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

***** *****

1/22/2016 Billing/Collection Issues | Complaint Details Unavailable
1/22/2016 Problems with Product/Service | Complaint Details Unavailable
1/22/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: E-mails from Amazon.com on 12/18/2015 and 12/29/2015 indicate a full refund of $293.87 for order number ******************* would be added to a gift card. Only $147.00 was put on the gift card.

Desired Settlement: The full refund of $293.87 be put on the gift card or credit my credit card.

Business Response: Hello ****,


I'm Purna Chander 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.


I'm so sorry about the problem with your refund.


I've requested a additional refund in the form of an Amazon.com Gift Card for $146.87. You should receive notification on the status of this request in one to two business days.


However, I will personally follow-up the status of your refund to ensure that this issue is taken care of so that you do not have to contact us again. I will get back to you on January 13, 2016 to check the status of the refund with you.


Your experience here has been highly unusual and is not at all typical of what you can expect when shopping with us. You're a long-time and valued customer of Amazon, and I hope you'll give us another chance.


Please feel free to contact us directly by replying to bbb@amazon.com if we can be of further assistance.


I appreciate your understanding. We hope to see you again soon.

Regards,

Purna Chander N.
Amazon.com
http://www.amazon.com

Consumer Response:
Complaint: ********

I am rejecting this response because: Again, no refund of $146.87 has been made. That is why I contacted the BBB in the first place. No e-mail on the 13th as been received.

Sincerely,

**** ******

Business Response: Hello ****,


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'm sorry to hear the gift card hasn't arrived. I've issued a $146.87 gift certificate to your Amazon.com account The current gift card balance on your account is $293.87. You can view your balance and usage history in Your Account here:

https://www.amazon.com/gp/css/gc/balance/


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.


To learn more about using your gift card, visit our Help pages:

http://www.amazon.com/help/gc


Please feel free to contact us directly by replying to bbb@amazon.com if we can be of further assistance.


Regards,

Purna Chander N.
Amazon.com
http://www.amazon.com

Consumer Response:
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

**** ******

1/22/2016 Billing/Collection Issues | Complaint Details Unavailable
1/22/2016 Problems with Product/Service | Complaint Details Unavailable
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Additional Notes

Complaint: I signed up for a seller account last summer. After getting the items setup, the website gave me instructions to package up my products to ship to Amazon for their FBA service. It said to not have more than 125 products in one box and I had 250, so I packaged up one box with 126, the other with 124. I used the same Shipping Label for UPS and shipped them. UPS shows that they received both packages and Amazon asked for me to send this proof. I did so on December 23rd, and now on January 11th they are asking again. They at first said they didn't receive the second package, but UPS shows they did. Not only that, but they are showing about 140 of the items, and since the most a box had was 126, they clearly received both packages, yet they are missing 110 of the items. They have not been helpful and are moving very slowly. They appear to have stolen my items, since they clearly received the packages, are going around in circles asking for things they already have (and can get again by scrolling down to the 23rd in their help feature, like I did), and I've given them ample time to get this resolved.

Desired Settlement: I should be repaid for the 110 that are missing, including what it cost to have to them shipped to me from the manufacturer, plus have all 140 of what they have shipped back to me at THEIR expense. This is their mistake and right now I'm out a lot of money. They need to make me whole again! Total refunded to me should be $455, and then ship me back my remaining 140 items at THEIR expense!

Business Response: Thanks for your inquiry,

The seller is inquiring about FBA shipment ID: ********** for which 125 units were sent to the fulfillment center in two separate boxes using the same tracking ID: which caused receiving errors. Case ID: ********** was created to address the issue and the seller was approved for a reimbursement for 125 units at the replacement value of the units in accordance with the FBA Lost and Damaged Reimbursement Policy: https://sellercentral.amazon.com/gp/help/help.html/?itemID=*********&ref_=id_*********_a_r1_cont_sgsearch. The remaining inventory from shipment ID: ********** was received into the sellers account as normal.

The total reimbursement initiated is in the amount of $378.16. The seller was also reimbursed for 3 months of professional subscription fees in the amount of $119.97 in Case ID: **********. The seller will be able to see the reimbursement by loggin into Seller Central, hovering over "Reports," selecting "Payments" and then click "Transaction View." The transaction title will be "Other." Thanks!

1/22/2016 Problems with Product/Service | Complaint Details Unavailable
1/22/2016 Billing/Collection Issues | Complaint Details Unavailable
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Additional Notes

Complaint: I sold a product on Amazon several weeks ago. The buyer decided he didn't want it and Amazon customer service told me I was not required to accept the return. So I didn't. About a week later, he opened a claim stating that there were missing parts to the item, which was brand new and direct from a dealer, who got it from the manufacturer. I explained this in the claim and got an email asking me to send a bunch of information to the buyer. I was confused by the email and contacted Amazon again for clarification. In the clarification email I was told that there was nothing I needed to do except wait (I even included the content of the email in my inquiry so there would be no confusion). So I waited, and Amazon sent me an email saying they granted the buyer since I never send the information asked for in the email that I contacted Amazon about for clarification. The email asked for information that didn't really make sense to me and when I asked about it I was told not to worry about it. As I am not out almost $200 because of very poor customer assistance I am very upset. Now I'm under the impression I won't even get the item back. This could have been avoided if customer service had given me correct information. I am very upset about it and want it made right.

Desired Settlement: I want this made right. Either have the buyer send the item back to me in the condition it was in (which I doubt it will be after this because I believe he is an untrustworthy buyer), or credit me the amount he paid for it so I'm not out almost $200 because of this poorly handled claim. Truth be told, I don't even want the item and would rather just be credited so I can go on with my life and hope this never happens again, but if thats my only option, please have it returned in the condition in which it was sent.

Business Response:

Hello from Amazon.com.

We are writing to address the complaint regarding order *******************. The complainant for this order is a marketplace seller that is required to accept a return for this order, as it falls within the eligible return period. As we note on our web site, all Amazon Marketplace sellers are held to a high standard and *must* accept returns as a normal part of doing business. We expect Marketplace sellers to work with buyers to resolve disputes.  Under the Return Policy sellers must accept returns postmarked within 30 days from the date of receipt.

In this case, the seller was requested to provide a return address on January 6, 2016 and was allowed three business days to respond with the information requested. Since the seller did not sufficiently respond with the return address, we took action on January 12, 2016 to resolve the buyer's dispute against this seller. Without a sufficient response, we have no way to help facilitate a return for this order or if they are going to address the buyer's concerns/claim. Unfortunately, this claim decision will remain unchanged and the seller will remain responsible for the reimbursement of this order.

Information on Marketplace returns, including instructions on how to give refunds, can be found by visiting the URL below:

http://www.amazon.com/gp/help/customer/display.html?nodeId=*******


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Additional Notes

Complaint: I have a 27" Late-2012 iMac. Amazon sells a hard drive upgrade kit for that exact model. However, they shipped me the nearly identical 2011 model kit with a 2012 sticker on the box. The included tools are different. During the hard drive upgrade, my iMac's display cracked. During my first call with Amazon, I was informed that I should contact the third-party seller. If they wouldn't help me Amazon would "take legal action" to get me reimbursed for the display. The third-party seller (Newer Galaxy Distribution / Macsales.com) explained to me that it was Amazon's mistake and they should provide the reimbursement. Finally, yesterday, I got in touch with Amazon customer service via phone. They told me I could go ahead and purchase the screen, then call back with the order number. They said they noted my account so the next rep would know to refund the next order. I ordered it, called up and they had no record of this. Twice now, I've been escalated to speak with a supervisor. Both of whom told me they'd listen to the call recordings, read my chat transcripts and call me back. I have not heard back. My latest email response from them says "Amazon is not responsible for any consequential damages (damages to their electronic product (laptop, TV, tablet, etc..) which was caused by an Amazon item (eg. a charger)." This is consequential damage caused by their inaccurate listing and wrong item labeling/shipment though. They offered me $100 credit but it will cost me far more to get a replacement display for my machine. I have not yet accepted it.

Desired Settlement: I would like full reimbursement for a replacement display. I've found the compatible one on Amazon for $529.96. They have already issued a credit of $141.21 back when I thought only the glass covering would need to be replaced. Now I know the whole LED display is damaged. So I am requesting $388.75 in Amazon credit so when I combine with the existing credit, I can purchase the replacement display. I feel owed additional credit due to the hours I've spent these last few weeks being taken for a ride by their representatives. However, the screen is most important. replacement display link: http://amzn.com/B00LEXNAAE

Business Response: Hello ******,


I'm Mahesh 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.


******, I'm sorry to hear the problem with the item and our Customer service, I understand you'd like us to honor replacement screen cost of $626.75 from a Marketplace seller.


I've checked the item from the order and it isn't an item from Marketplace seller, but a Merchant on our website, which is fulfilled by Amazon. This item doesn't come under A-Z guarantee. As you know, we've processed refund for this item in additional to you already.


We will not be able to honor the replacement screen cost, and I'll make sure that my colleagues who promised you price honor would be coached accordingly.


Please feel free to contact us directly by replying to bbb@amazon.com if we can be of further assistance.


Regards,


Mahesh.V
Amazon.com
http://www.amazon.com

1/21/2016 Advertising/Sales Issues | Complaint Details Unavailable
1/21/2016 Problems with Product/Service | Complaint Details Unavailable
1/21/2016 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I ordered a router in April of 2014. The router has been in standard use for three computer systems since then. Two of the ports have since failed, both within a month of time. The item comes with a limited warranty but I believe only covers the initial 30 days. Amazon's ToS states they sell AS IS, except where inapplicable by law. They will not take the return as it is over the 30 day return period, however, MS (my state) has a statute of limitations of 6 years for implied warranty failures. I believe that this router's failure breaches both implied warranties of fitness and merchantability; the item has been only in normal use but has failed, meaning that it was not fit for its implied purpose and the gear itself is not fit as sold. When a router is bought, it is implied that all of its ports can be used at a reasonable pace without breaking (we are not running servers here, obviously, just browsing the internet and occasionally using voice chat!). No damage has ever been done to the router - it's been in the same place since it was bought, protected from movement or the elements. I would like a replacement of the item; I believe that Amazon counts as the 'merchant' of the item as it is listed in the receipt that it is Sold by: Amazon.com LLC . If this is incorrect and ASUS is the 'merchant' that I should be complaining about then I will happily change my complaint to them, but from my understanding Amazon would be accountable as the merchant for my purchase as per: The word “Merchant” is defined by § 2-104 of the UCC as a person that deals in goods of the kind or otherwise holds itself out by occupation as having knowledge or skill peculiar to the practices or goods involved in the transaction. They do deal in "goods of the kind" and they are clearly listed as the seller. (Also ASUS wants to deal with me as little as Amazon, so as I said, if I'm misunderstanding the term 'merchant' please refer me to a clarifying text and I will move my complaint to them.)

Desired Settlement: I want a replacement router, plain and simple. I can send the damaged one back if necessary though I feel like the merchant should pay shipping costs. If Amazon is deemed not to be the merchant I would like clarification as to how/why they are not and I will move my complaint to ASUS instead.

Business Response: Hello ******,


I'm Vivek 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.


I realize your disappointment with 'ASUS RT-N66U wireless router' turning out to be a defective one.


I've checked your order #******************* and see that this item was placed as sold and shipped by Amazon on April 26, 2014


In general, we'll issue a full refund when an item is returned in new condition within 30 days of the delivery date. Here's the link to our return policy:


http://www.amazon.com/gp/help/customer/display.html/ref=hp_left_v4_sib?ie=UTF8&nodeId=********


However, as an appreciation of your business with us, I've created a replacement item at no charge. at no additional charge. Here are the details:


Order Number: *******************

Shipping Speed: Two-Day Shipping

Estimated Delivery Date: Tuesday, January 19


Here is a direct link to check on the status of your replacement order:


https://www.amazon.com/gp/css/summary/edit.html?orderID=*******************


We kindly request you to return defective original item using UPS drop-off pre-paid return label at our expense. You may wait till replacement order arrives and then use that packaging to return defective original item:


https://www.amazon.com/gp/orc/rml/DPbJqdLVRRMA


This page contains instructions on printing your label, preparing your package for return shipment, and finding the UPS drop-off location nearest you. If you don't have a printer, you may want to ask a friend or family member to print this for you. Also, public libraries usually have computers and printers you can use - often free of charge.


We appreciate that you took the time to reach out to us to bring this to our attention, so that we have the opportunity to correct the problem. I realize that your experience reflects on our company as a whole.


Please feel free to contact us directly by replying to bbb@amazon.com if we can be of further assistance.


Regards,

Vivek Y.
Amazon.com
http://www.amazon.com

Consumer Response:


Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

 

I will return the defective router ASAP.

Sincerely,

****** ******

1/21/2016 Problems with Product/Service | Complaint Details Unavailable
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Additional Notes

Complaint: I have ordered from amazon 3 times and out of the three they have messed up the order every time. I have been in contact with a lot o ppl, very few have helped me. I did get refunded for the first order that was wrong, but the second was so very wrong I myself am not sure what's went on. I then gave them a 3rd time I ordered three cases of phones and reviewed only ONE, the zte speed case. As for the Kyocera hydro and the galaxy core prime. They "say" it was delivered them to me, but I have yet to see them! Ive called and emailed several times with no avail. I hope you can help me resolve this issue.

Business Response: Hello ****,


I'm Vijay K**** 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.


I'm really sorry for the trouble you've had with your recent orders for cases.


Regarding the Kyocera Hydro Wave Cyber Defender Case:


I've checked and see you've placed 3 orders for this item in November, 2015. Due to Insufficient address, we're unable to deliver them and the refund was processed for all the three items in the amount of $23.91 ($7.97x 3 cases) in the same month.


Regarding the Samsung Galaxy Core:


I understand you haven't received the package even though the tracking shows delivered. To make this right for you, I've processed a full refund in the amount of $9.99 to your Visa card. You'll see the refund on your statement in the next 2-3 business days.


Once processed, you'll also be able to see the refund request here:


https://www.amazon.com/gp/css/summary/edit.html?orderID=*******************


Please feel free to contact us directly by replying to bbb@amazon.com if we can be of further assistance.


I hope this helps!













Regards,



Vijay K.
Amazon.com
http://www.amazon.com
============================

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Additional Notes

Complaint: I had signed up for a seller account with amazon and initially put in the wrong tax information for my business. They then suspended my account until I put in the correct information. I recently corrected it and emailed them to let the support team know, who then reinstated my account. 6 hours later I received an email saying that they suspended my account due to opening another account while one was suspended. I informed them that they had incorrect information as I did not open another account. They continued to say that I violated their terms and opened another account. I again told them that I did not have another account. They continued to say that I was not allowed to sell on amazon and would not talk to me anymore.

Desired Settlement: I would like them to reinstate my account so that I can continue my business, which is based on amazon.

Business Response:

Hello,

 

We have reinstated this seller account and sent them messaging stating the same.

 

Regards,

 

Amazon.com

Seller Performance

Consumer Response:
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

******** *******

1/20/2016 Problems with Product/Service | Complaint Details Unavailable
1/20/2016 Billing/Collection Issues | Complaint Details Unavailable
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Additional Notes

Complaint: On November 18th I received a refund for an order. Later that month I had to unexpectedly go out of town to care for my ill father and asked for an extension on the return date. I was given until January 31st, 2016. Today, January 8th, I woke up to see charges on my account for the item. I contacted Amazon and the representative was very unhelpful, telling me that because I got an advance refund that I only had 30 days to send it back. I understand that's the norm, but I specifically requested longer and was granted the time.I even have emails and a copy of the return label that say the 31st. She said there was nothing she could do to reverse the charge until the package was sent out. I had to ask my friend to go to my apartment and package it up for me because I am still out of town. Such an inconvenience when I thought I had, and SHOULD, have until the 31st. Why was I lied to?

Desired Settlement: I want my refund of $19.99 and some sort of apology. I think it's ridiculous and irresponsible to tell me multiple times either via chat or email that I have until the 31st and then charge me 3 weeks sooner.

Business Response: Hello ******,


I'm Purna Chander 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.


I've confirmed that we mistakenly charged you for order ******************** . I've fixed this error, and we won't be charging you again for the item.


I've requested a refund of $19.99 to your Visa card. This refund will go through within 2-3 business days and will appear as a credit on your next statement.


Once processed, you'll also be able to see the refund request here:

https://www.amazon.com/gp/css/summary/edit.html?orderID=*******************

If you haven't returned the item, there's no need to return it. You're welcome to keep, donate or dispose of the item--whichever option is most appropriate and convenient for you.


Please feel free to contact us directly by replying to bbb@amazon.com if we can be of further assistance.

Regards,

Purna Chander N.
Amazon.com
http://www.amazon.com

1/20/2016 Billing/Collection Issues | Complaint Details Unavailable
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Additional Notes

Complaint: I purchased a top US Amazon child seat, worth $ 250, wrapped in December 28 courier companies in this sign, but has not yet been found, the customer unwilling to solve, dragged, but also refused compensation.

Desired Settlement: refund or find out the item

Business Response: Hello *******,


I'm Mahesh 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.


I'm sorry to hear that you did not receive the Car seat, I understand you'd like the item delivered or be refunded.


I've checked and was able to find the item in a different Amazon.com account. Due to security policies we will not be able to provide details from another account, you will have to write from that particular account. Once, you write back from that account, I'll be able to assist you accordingly.


Please feel free to contact us directly by replying to bbb@amazon.com if we can be of further assistance.


Regards,

Mahesh.V
Amazon.com
http://www.amazon.com

1/20/2016 Problems with Product/Service | Complaint Details Unavailable
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Additional Notes

Complaint: I ordered two swagways for my sons for christmas! Then saw on TV that amazon was not selling them anymore because they were catching on fire. So I went on and canceled order! The order was still shipped and now I can't get any response about sending them back.

Desired Settlement: I want a full refund for product! They catch on fire.... I do not want

Business Response: Hello *******,


I'm Mahesh 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.


I'm sorry to hear the problem with the "Swagway X1 Hands-free Smart Board - The Fastest, Most Customizable Model Available! (Green)  & (Midnight Garnet)". I understand you do not want them and would like to be refunded.


*******, I've requested a refund in the form of an Amazon.com Gift Card for $799.98. You should receive notification on the status of this request in one to two business days.


Please feel free to contact us directly by replying to bbb@amazon.com if we can be of further assistance.


Regards,

Mahesh.V
Amazon.com
http://www.amazon.com

1/20/2016 Problems with Product/Service | Complaint Details Unavailable
1/20/2016 Billing/Collection Issues
1/20/2016 Problems with Product/Service | Complaint Details Unavailable
1/19/2016 Problems with Product/Service | Complaint Details Unavailable
1/19/2016 Billing/Collection Issues | Complaint Details Unavailable
1/19/2016 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I opted in for the 30 day free trial for Amazon Prime membership. It was not made clear and was not explicit about the membership requiring no further action in order to continue membership. After the 30 day trial amazon charged me 99$. I received no invoice or billing statement. The only reason I noticed is because I checked my credit card balance. Then to cancel the subscription I have to change to a monthly payment plan. So I am charged 9.99$ for one month. Then the next month I am charged 21$ for a cancellation fee. I cannot find a resource to contact customer support. This practice is a sly technique used to muscle people out of 20-30$ after the holidays. I should be refunded the 99$, then charged for my one last month of service (9$ for Jan) and that's it. The 21$ fee on top of the paid month of service is unethical and intentionally misleading.

Desired Settlement: I will pay the 9.99$ for my last month of service but not a 21$ cancellation fee.

Business Response: Hello ****,


I'm Mahesh 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.


I'm sorry to hear the problem with Prime Membership, I understand you'd like to be refunded for the membership.


****, I'd request you to check the welcome email about Prime membership sent to you on December 7, 2015 at 2:20 PM (PST). If you could scroll down the email to the end, it says : "Your Amazon Prime membership will continue after your free-trial until cancelled. If you do not wish to continue for $99/year plus any applicable taxes, you may cancel anytime by visiting Your Account and adjusting your membership settings." As you did not change the renewal option or cancel the membership, we went ahead and charged your Payment card for $99.00. I see that a refund of $99.00 was issued to your payment card on January 6, 2016. Please click the link below to see our Terms & Conditions clearly noted about fees and renewal :


https://www.amazon.com/gp/help/customer/display.html/ref=pe_854610_141391590_hp_left_cn?ie=UTF8&nodeId=********


Further, the last month Prime trial was a free subscription, you weren't and wouldn't need to be charged. In this situation, I'd suggest you use Prime benefits and let the membership expire/cancel on or after February 16, 2016. I'd request you to write us back in February, I'll go ahead and refund the cancellation fee, I'm unable to refund them or cancel the charge at the moment.


Please feel free to contact us directly by replying to bbb@amazon.com if we can be of further assistance.


Best regards,


Mahesh.V
http://www.amazon.com

Consumer Response:


Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Terms being as follows:

I will pay for any months I had an account other then the free trial months (at a rate of $9.99)

I will not be charged the cancellation fee or will be credited back the cancellation fee.

Sincerely,

**** *******

1/19/2016 Problems with Product/Service | Complaint Details Unavailable
1/19/2016 Problems with Product/Service | Complaint Details Unavailable
1/19/2016 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: Dear BBB, I have a complaint against amazon.com They band my account for allegedly "requesting to many refunds" when they are the ones who Do not know how to deliver packages and do not alert their carriers how to properly place packages. We have so many package thieves in our area its sickening. I am still missing my item from them, it was the Sharper Image $80 speaker that I paid with my gift card. The tracking shows delivered but if you want to search me go ahead, because I never receive the item, I sent you guys an email and you guys basically told me theirs nothing you guys can do. Is this how you treat all your customers? The order number us *******************.

Desired Settlement: I would like a replacement of the speaker because I never receive the product, I am unable to log onto amazon.com because my account has been suspended for requesting refunds. I just want my product that I wasn't able to enjoy and what I payed for and worked hard for.

Business Response: Hello *****,


I'm Jahnavi 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.


I'm sorry to learn that you've not received the order #*******************. It looks like the e-mail address you contacted us with, ************@yahoo.com, isn't associated with an Amazon.com account. For your account's protection we're only able to provide account/order information and make changes when the request comes from the e-mail address associated with the account.


If you know the e-mail address your account is under, please write from that e-mail address so we can help you right away. If you're unsure what e-mail address your account is under, please visit the contact page below to give us a call or chat with us.


https://www.amazon.com/gp/help/customer/contact-us


Please feel free to contact us directly by replying to bbb@amazon.com if we can be of further assistance.


Regards,


Jahnavi K.
Amazon.com
http://www.amazon.com

Consumer Response:
Complaint: ********

I am rejecting this response because:
The email address used was ************@yahoo.com. Attached is my order number and the order itself. I am the account owner and I still never received the item.
Sincerely,

***** *****

Business Response: Hello *****,


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've reviewed your account and I understand you're unhappy about the closure of your account.


We contacted you so we could better understand the activity on your account and learn how to improve your shopping experience. When unusual account activity such as this comes to our attention, we'll evaluate each account on a case-by-case basis to determine if additional action or closing of the account is necessary.


A careful review of your account indicates that you've requested refunds on a majority of your orders. However, the rate at which such problems have occurred on your account is extraordinary, and it cannot continue.


I see that the order#*******************  was delivered on December 23, 2015. As a result we won't be able to issue any refunds or replacements. Since the problems continued, we closed the account to avoid further inconvenience to both the parties.


As a result, your Amazon.com account is closed. We will not reopen your closed Amazon.com account. You can review our Conditions of Use here:


www.amazon.com/conditionsofuse


I realize you're upset, and I regret we've been unable to address your concerns to your satisfaction. However, we'll not be able to offer any additional insight or action on these matters, and any further inquiries on this matter will not receive a response.


Regards,

Jahnavi K.
Amazon.com
http://www.amazon.com

Consumer Response:


Complaint: ********

I am rejecting this response because: I still do not have the package! I want to speak with someone higher up because this isn't right! Someone stole my package!


Sincerely,

***** *****

1/19/2016 Billing/Collection Issues | Complaint Details Unavailable
1/19/2016 Problems with Product/Service | Complaint Details Unavailable
1/19/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I sold a book on Amazon seller account around Dec 22, it was shipped and received around Dec 24, per the USPS tracking number. The account has some issues with needing some updated information to collect payment, however I called to settle the issues. The Amazon rep said my funds would be deposited into my checking account on Jan 15 2016, because they do not send payments to credit or debts cards. However, on Jan 15th I get another notice that my payment has been delayed, because my credit card information is was not up to date on one credit card on the account. At that time I have two credit card on the account, one had expired the other one was fine, the purpose of the credit card was to identify that I was the correct person before sending funds. After looking at the email it also stated that the card could be used to charge any other outstanding balance on the account, which I had none, but they want me to update my card so I can re-sign up for Amazon prime, which had nothing to do with the book that I sold on the account. My seller account had limited access until I updated my credit card, which I didn't owe no accounts money, the sellers account owes me 141.9 for selling my book thru Amazon which has been paid for.

Desired Settlement: I would like to have my money that is owed to me, the book was shipped and verified thru there online website, there should be no delays in sending me my money for a product that has been received by the customer for over 3 weeks ago.

Business Response:

Thank you for your inquiry.

The seller has not received payment because they do not have a valid credit card on file, and per Amazon policy, this is required to own and operate a selling account at full capacity. Once they have updated this information, their funds will be disbursed on their next settlement date, which is currently scheduled for January 22nd, 2016.

For more information, please visit the following help page:

Credit Card Information for Your Seller Account
https://sellercentral.amazon.com/gp/help/***

Please let us know if you have any additional questions.


Consumer Response:
Complaint: ********

I am rejecting this response because:

Sincerely,

*********** ****

1/19/2016 Problems with Product/Service | Complaint Details Unavailable
1/19/2016 Problems with Product/Service | Complaint Details Unavailable
1/19/2016 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Amazon is claiming that they have secure check out and they gave a 3rd party the wrong credit card to use for a purchase. I do not want to take back the purchase, because it is a gift. I used a amazon rewards card to make the purchase, and amazon claims that I used my amazon store card to make a $30 purchase. I chatted with an amazon associate while making the order and asked about the 3% back on the amazon rewards card for this purchase, and they said that my purchase qualified for the 3% back. I went online to verify that I had used my rewards card to make the purchase. Amazon also sent the seller incorrect billing information on my credit card to the seller. Amazon put the shippers information as my billing information. Amazon gave the seller the wrong phone number for the shipping address. They corrected the phone number and the billing address information, but Amazon refused to admit that they had charged the wrong card and claimed that the information to place the order is secure and that Amazon cannot change that. I assert that someone from Amazon did change my credit card information for this purchase, and changed my card information from my rewards card to the amazon store card. I am positive that I checked on the Amazon website after placing the order, and verified visually that I used my amazon rewards card. Amazon sent me a confirmation email for the purchase, but this does not contain card information in the receipt or proof of what card that I used for the purchase, Additionally, the email that I received from the seller contained incorrect information on the phone number and wrong billing address, and an amount for the purchase, but did not contain what card the seller was given by amazon for the purchase, I feel that amazon used my information to place a purchase with a card that I did not authorize for this purchase. They want me to call the seller to work it out with them.

Desired Settlement: Report Amazon acting on behalf of my interests in a purchase and giving the seller my card information that I did not authorize the seller to have

Business Response: Hello ********,


I'm Mahesh 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.


I'm sorry to hear the problem you've had with the Marketplace order ********************, I understand you are disappointed and upset.


********, please allow me to explain you about ordering process on Amazon.com:


After you select an item >add to the cart > Proceed to check out > sign-in > you are shown a list of all the addresses that are in your account, after you select the address, you are shown the shipping methods, once the shipping methods are selected, you are provided with a list of all the payment cards, gift card balance, promotional credit in your account. According to the payment card you select, the billing address associated with that particular payment card is added to the order as a Billing address. As you know, phone numbers are already added to the shipping, billing addresses while adding them to the account.


Every change that is made to the order, account is done by the Customers or by us with Customers permission. There are very limited changes that Customer service can make, like cancelling the order before entering the shipping, changing payment method on the orders that are sold and shipping , or fulfilled by Amazon. Orders placed from Marketplace sellers aren't eligible for payment change from Customer service end. Please know that Amazon does all the payment, billing on all the orders not the sellers, they aren't provided with any of the payment card details. I see from the seller communication that you've contacted the seller and asked them to proceed with the order, and seller replied saying they do not have the payment information and proceeded to fulfill the order, an email from the seller dated 1/14/16 6:39:37 AM PST was sent to your email.


Later, you've contacted our Customer service on January 13, 2016 at 11:05 PM (US/Pacific) and informed that "amazon store card has better cash back then the amazon reward card and I yelled at you for the wrong reason." For every issue that Customer should have with a Marketplace order, we contact sellers and ask them to correct the error, although in this case it wasn't necessary as billing and payment is done by Amazon. I'll ensure to pass any training opportunities to my colleagues.


A small suggestion from my end for a better shopping experience, please make sure to check all the details before confirming to place the order.


Please feel free to contact us directly by replying to bbb@amazon.com if we can be of further assistance.


Best regards,


Mahesh.V
http://www.amazon.com

Consumer Response:
Complaint: ********

I am rejecting this response because: I did check all the details before placing the order. I did check the payment method that I selected both before and after placing the order. Someone from Amazon substituted from my original payment method. As I told Amazon, I did not expect that I needed to take  a screen shot of my order after I placed it to validate what payment method that I chose. I am offended that I am being treated as though I made a mistake. I rarely make a mistake placing an order and I am certain that I did not make a mistake in this case. No real harm was done, and I will limit my payment information to Amazon in the future.

Sincerely,

******** *****

1/19/2016 Problems with Product/Service | Complaint Details Unavailable
1/19/2016 Problems with Product/Service | Complaint Details Unavailable
1/19/2016 Problems with Product/Service | Complaint Details Unavailable
1/19/2016 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: In the last week, both my father and mother had to contact Amazon to reverse unauthorized charges stemming from their Amazon prime program. I became involved because I received notice my American Express card, to which my mother has a card, was used to purchase a prime membership. I asked my mother if she purchased one and she did not. I then called American Express to cancel the card thinking it has been stolen because my mother did not make the purchase. I then learned that my dad made a purchase on Amazon.com and it automatically signed him up for Amazon prime causing his account to go overdrawn because he did not knowingly sign up for the membership. I learned that you have to opt out of the program or you will be charged however neither one of my parents knowingly opted in. I think this practice should be illegal. They never signed up for Amazon prime so why would they think they needed to cancel the free membership prior to being charged? This has caused so much trouble for my family between my father paying overdraft fees and my having to cancel a credit card. I think this practice is completely unfair. You should not be charged for something you did not knowingly sign up for and I think they should be stopped!

Desired Settlement: Amazon should stop automatically signing people up for Amazon prime and instead, should only charge people when they've knowingly signed up for Amazon prime. More needs to be done to protect consumers from being charged rather than Amazon having a small, unnoticeable box of small unreadable text telling customers they will be charged for a program they did not opt into.

Business Response:

Hello ********,


I'm Vijay K**** 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.

 

I'm sorry for the trouble your parents had with the Prime Membership program on our website.

 

I understand your father has not signed up for Prime Membership, but he might have selected Prime One Month Free Trial while placing an order on our website. They've got an option to turn off the auto renew program after signing up for Free Trial.

 

In this case, please ask your father to contact us directly using their email address/account so that we can assist him accordingly.

 

I've also forwarded your comments as a feedback to our appropriate department. Your comments and suggestions will help us improve our store and offer better service to our customers.

 

Please feel free to contact us directly by replying to bbb@amazon.com if we can be of further assistance.

 

Thanks for your patience and understanding.

 

 

 

Regards,

Vijay K.
Amazon.com
http://www.amazon.com
============================

1/18/2016 Delivery Issues | Complaint Details Unavailable
1/18/2016 Delivery Issues | Complaint Details Unavailable
1/18/2016 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Amazon.com will not ship my package containing my childrens Christmas gifts, do to my credit card being declined. Amazon already accessed my funds and and took from me enough to cover the price of the pacage I ordered. I dont understand why they still feel the need to continue to attemt to access my funds. I have over 20 declined transactions for various amounts and no one from the company can tell me why. I have called to try settle this dispute multiple times and spoke with at least 15 different agent all to no avail some seemed to understand my concerns but told me they could do nothing for me. Today I talked to a supervisor who actually hung up on me. I believe this companies actions to be unethical and I am at my wits end . It saddens me because my children are the ones who will have to pay for this company's incompetents when their Christmas is ruined.

Desired Settlement: I dont belive Amazon.com can make this situations right, as Christmas is in four days, but I would like to see them make an attempt to make it up to my kids form ruining the Christmas that they very much deserve.

Business Response: Hello ******,


I'm Naseema 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.


I certainly understand your concern regarding payment decline of items  " VTech Kidizoom Smartwatch DX - Special Edition - Floral Swirl with Bonus Vivid Violet Wristband  " and  " LeapFrog My Pal Violet "  in your order#*******************.


While I know you're disappointed with our stance on this matter, I want to assure you the information you received from our customer service is correct.


As mentioned, We're not sure why your credit card declined in this case. You may want to contact your issuing bank to ask about their restrictions regarding electronic or Internet purchases, as this may be the source of the problem.


Upon checking, I see that these items ha been cancelled form your order.  If you still want the items, you're welcome to place a new order. If you'd like to update your credit card information before placing a new order, please visit our Help pages for instructions:


http://www.amazon.com/gp/help/customer/display.html?nodeId=******


******, I realize you're upset, and I regret we've been unable to address your concerns to your satisfaction. However, we'll not be able to offer any additional insight or action on these matters, and any further inquiries on this matter will not receive a response.


We appreciate your business and hope to have the opportunity to serve you again in the future.


Regards,

Naseema S.
Amazon.com
http://www.amazon.com

Consumer Response:
Complaint: ********

I am rejecting this response because:
This company did not make an attempt to resolve the issuse. She pretty much told me to "screw off" in a nice way. She mentioned that its a policy issue and at the same time insinuated that my bank was the problem. Well, which is it? She still failed to address the fact that Amazon.com tried to access my bank account multiple times for various amounts of money that didnt reflect the amount that I owed them for my package. Why? I spoke with my bank and they assurd me that they where awaiting a conformation from Amazon for the amount initially placed on hold by amazon. Instead amazon continued to submit new transaction for different amounts of money which is the resason for the declined transactions. I tried to explain this to the many amazon.com associates I spoke with but most of them seemed uninterested in helping me or didn't know how to help. Regardless of who was at fault for my packages not being delivered, I recived poor service form some of the representatives of this company and never even received as little as an apology for it, but she made sure to invite me to continue a business relationship with ithis company,  why would I?
Sincerely,

****** ******

Business Response: Hello ******,


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 understand your concern regarding multiple authorizations on your order.


Please do understand that even though you placed a single order, your purchase may be split into multiple shipments. Since we charge for items when they're shipped, you may see separate charges if the order is split into multiple shipments.


As communicated earlier, you might want to contact bank for any lingering authorizations in accordance with your issuing bank's procedures for holding authorization as we are unable to receive any additional insight.


We look forward to seeing you again soon.


Regards,

Naseema S.
Amazon.com
http://www.amazon.com

1/18/2016 Billing/Collection Issues | Complaint Details Unavailable
1/18/2016 Problems with Product/Service | Complaint Details Unavailable
1/18/2016 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: ON OCT 18,2015. I ORDERED A SUNBEAM STAND UP MIXER THAT STATED WAS BRAND NEW IN SEALED BOX. FOR 217.14 FROM E-Z CASH SALES ON AMAZON. BECAUSE IT WAS A GOOD PRICE AND WAS A CHRISTMAS GIFT. WAS OPENED AT CHRISTMAS BOX WASNT NEW. AND THE MIXER WAS USED AND MISSING PARTS AND THE BOWL AND ATTACHMENTS WERE NOT THERE IT WAS DIRTY AND SCREATCHED UP. HAD FOOD AND MOLD ON IT. CONTACTED E-Z SALE BY E-MAIL AND WAS TOLD BECAUSE IT DIDNT RETURN IT IN 30 DAYS NOTHING THEY CAN DO. AND THEN CONTACTED AMAZON AND THEY TOLD ME THE SAME THING. THEY STOLE MY MONEY AND SENDT ME AUSED PRODUCT. AND I WANTED TO SEND AMAZON PICS AND THEY KEPT CHANGING THE SUBJECT. NOTIFIED E-Z CASH SALE ABUT 7 TIMES AND STILL NOTHING. I CONTACTED AMAZON 2 TIMES AND GOT NOWHERE.

Desired Settlement: I WANT A REFUND IT IS NOT WHAT I ORDERED. IT WASNT NEW . IT WAS USED AND BROKEN. I DIDNT GET WHAT I PAID FOR. I WAS RIPPED OFF AND THEY TOOK MY MONEY

Business Response: Hello,

We are writing regarding BBB complaint #********.

We determined that the buyer is not eligible for an A-to-z Guarantee claim as they did not contact the seller within 14 days of receipt to report the issue or return the item within 30 days from the date of receipt.

As as result the Guarantee claim for order ******************* has been closed.

Thank you.

1/17/2016 Problems with Product/Service | Complaint Details Unavailable
1/17/2016 Problems with Product/Service | Complaint Details Unavailable
1/17/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Product: Amazon Fire Tablet My family purchased 4 tablets total over Black Friday, 2 for my mom and myself to keep, 2 to donate to the community Christmas is Sharing Program. When I opened the tablets for my mom and I to keep I noticed all my private information was already preloaded on the tablet- most disturbingly, my credit card information was already view able. This next step is where I become very angry, frustrated and feel violated as a consumer. As mentioned before, the other 2 tablets, purchased by my mom, where bought to donate to foster children in the community through the Christmas is Sharing Program. Knowing all the information on my tablets, I was under the belief if I completely factory reset the tablets prior to donating, this would erase all my mom's information and delink the tablets from her completely. This unfortunately, was not the case. Yesterday after an hour of talking to someone in Kindle Support (who refused to give us a direct line phone number to the department), we were assured the tablets were delinked from my mom's account. My mom's name is ***** ******. After donating the tablets, the recipient of the tablet was able to gain access to my mom's Amazon account and completely change my mom's user name to: Samantha H........ I find it very disturbing, aggravating, violating, and disgusting that without my knowledge, permission, or consent, my personal data was put at risk by your company. I would have NEVER bought the tablets if I known someone thought it was a good decision to preload customer data. I can only imagine how many of these tablets were bought and given as gifts and customers are unaware of the MAJOR issue with the preloaded data content.

Desired Settlement: 1. Explanation as to why this was done 2. Explain why factory resetting didn't resolve the issue 3. Why were there no efforts to let me know the tablets were preloaded with my personal data 4. Who thought it was appropriate to preload personal data 5. Why was there no way for the consumer to easily delink the device from themselves, especially during the holiday season when it's safe to assume, thousands were bought as gifts. 6. Why is Kindle Support refusing to give a direct contact number so if I continue to have issues with the recipient of the Fire Tablet having access to my families data I can get help ASAP?

Business Response: Hello *****,


I'm Raghavender 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.


First, please allow me to extend a sincere apology for any frustration this matter has caused.


I see that you've written to us about multiple questions. I'll do my best to provide a thorough answer to each of your inquiries in this message.


1. Explanation as to why this was done


To order a Kindle as a gift, place Kindle in your Shopping Cart and check the box next to Show Gift Options when completing your purchase. This step determines whose account the device is registered to and who will pay for any content purchases. Designating your Kindle purchase as a gift means the device ships unregistered, ensuring future content purchases such as books, newspapers, magazines, and blogs will be charged to the appropriate Amazon.com account.

Please also note that when gifting Kindle Fire it means your recipient will receive their free trial of Amazon Prime provided they haven't used Prime Videos over the past year, or they're not already a paid or free trial member of Prime. The cost of your Kindle purchase will not appear on the packing slip, and we'll ship your gift in an unmarked outer box to keep it a surprise. You can change the gift settings any time before an order ships in Your Account (http://www.amazon.com/your-account) by viewing the order details and clicking "Change" next to Gift Options.


2. Explain why factory resetting didn't resolve the issue


Because a factory reset will remove any content you've downloaded to your tablet, make sure to back up your personal content to your computer first. You'll be able to download your Amazon purchases from the Cloud after registering the tablet again.

Any in-app items may be lost during a factory reset. Please check with the app developer for more details on their in-app policies before completing a factory reset. If you have parental controls enabled on your tablet prior to the factory reset, you will need to turn them back on once the device is re-registered.


3. Why were there no efforts to let me know the tablets were preloaded with my personal data


This order was not marked as a gift order this step determines whose account the device is registered to and who will pay for any content purchases. To ensure your comments are heard about notifying preloaded personal data, I've shared your message with our Kindle team for their reference. I know they'll find your thoughts informative.


4. Who thought it was appropriate to preload personal data


It is for customer’s convenience, so that they can directly use the device once it is reached.


5. Why was there no way for the consumer to easily delink the device from themselves, especially during the holiday season when it's safe to assume, thousands were bought as gifts.


You can deregister your Fire tablet if you would like to register it to a different Amazon account or if you no longer want to use it to purchase books, apps, games, movies, TV shows, and other digital content. After you deregister your Fire tablet from your Amazon account, you won't be able to access items stored in the Amazon Cloud or items previously downloaded through other devices and Kindle reading applications.

You can also deregister your Kindle online through the Manage Your Content and Devices page (www.amazon.com/mycd). Click the Your Devices tab to view all devices registered to your Amazon account. Select the device you want to deregister, and click Deregister.


6. Why is Kindle Support refusing to give a direct contact number so if I continue to have issues with the recipient of the Fire Tablet having access to my families data I can get help ASAP?


Unfortunately, there is no direct contact number. If you'd prefer to contact them via phone, you can reach them by clicking Contact Us on our Kindle Support pages at:

http://www.amazon.com/kindlesupport


Once again, I'm really sorry the service we provided was not up to the usual standards you've come to expect from us at Amazon.com. I hope you'll give us another chance to prove the high quality of service we normally provide.


Please feel free to contact me directly by replying to bbb@amazon.com if I can be of further assistance. We value your business and hope we’re able to continue serving your shopping needs.

Regards,


Raghavender S.
Amazon.com
http://www.amazon.com

1/17/2016 Problems with Product/Service | Complaint Details Unavailable
1/17/2016 Problems with Product/Service | Complaint Details Unavailable
1/16/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I received a large shipment of baby shower gifts which my mother ordered from Amazon.com, and I wanted to return a large majority of them, as per Amazon policy. I packaged up each return as it arrived, some individually, and some with multiple items per package (Again, exactly how they arrived). I used Amazon's free shipping label for the returns and was able to track them back to the facility, showing Amazon received the returns on 12/24/15. While all of the small packages were promptly refunded when received, the large package containing over $230 in item returns, was not. I contacted Amazon support on many occasions. I was originally advised that the credit would be on in 1-2 days. Then when I contacted them back because it wasn't applied, an agent promised to have their supervisor place the credit the next day if it wasn't on. That agent failed to honor their promise so I reached another agent claiming to be a team lead. They promised me that they would issue the credit themselves, however then came back to say that they couldn't get it to go through. They promised to contact the gift card team and have them issue it. The gift card team then contacted me with a generic email asking for me to wait until 1/4/16 and if it wasn't applied, they'd immediately credit the "lost" items to my gift card balance. Well, upon using their link to contact them again, it takes me back to general chat support with agents who have no idea what is going on or what to do to fix it. At this point, I've lost all confidence in Amazon service and I'm incredibly frustrated at all my time spent trying to fix their issue. I want the credit for all of the items which I returned for the order ending in ****.

Desired Settlement: I want the refund I am entitled to per Amazon's return policy, as I did my part and promptly returned all items from the RMA in new condition with their original packaging/ tags.

Business Response: Hello ******,


I'm Jones E***** 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.


I'm sorry to hear about the poor experience you've had with our customer service team. I’ve forwarded your comments and feedback to our Customer Service Management. I'll be following-up with our Customer Service Management to ensure appropriate coaching and training is provided to avoid situations like this in the future.


I understand your concern regarding the refund for the items you've returned to us.


I've checked your order and see that a refund of $205.53 ($3.35+$8.70+$14.99+$73.59+$45.15+$56.31+$1.72+$1.72) was issued as a Gift card to your Amazon.com account on January 7 and January 8, 2016. Also, I see that a refund of $20.00 was issued in the form of Gift card to your Amazon.com account on December 28, 2015. The balance will be automatically applied to your next eligible order.


You can view your balance and activity here:


https://www.amazon.com/gp/css/gc/balance/


Once again, I'm sorry for the problems you've had and I hope you'll give us the opportunity to serve you again in the future.


If you need further assistance regarding this refund, please feel free to contact us directly by replying to bbb@amazon.com, so that we will assist you further.


We hope to see you again soon.


Regards,


Jones E*****


Amazon.com


http://www.amazon.com

1/16/2016 Delivery Issues | Complaint Details Unavailable
1/16/2016 Problems with Product/Service | Complaint Details Unavailable
1/16/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I contacted Amazon on 1/5/16 due to fraudulent activity noted to my account. Someone had ordered two items that were not ordered by me. Amazon asked me to change my password, which I did. I have changed my password five to six times at their request. The next day I discovered that someone had contacted Amazon and had them to transfer $75 from my Amazon gift card balance. I've contacted Amazon every 1-2 days to try to get this situation rectified. I received an e-mail from Amazon customer service, indicating that they had transferred the $75 to an e-mail account that I have never heard of, without my consent. They keep telling me that someone will notify me in 24 - 48 hours after they've had a chance to investigate. Amazon has failed to investigate or notify me of what corrective action they intend to take. Amazon allowed someone to contact them and have my funds transferred to an unknown account. Amazon has the information of the account that it was transferred to, but they have made no effort to correct their error.

Desired Settlement: I would like for Amazon to correct their error and return the $75 that they transferred from my gift card balance. This type of issue should not have happened. If a customer has already submitted a complaint involving fraudulent activity, it shouldn't have been that easy for someone to contact them and have funds transferred. My account should have been flagged, after fraudulent activity had been discovered. I have copies of the items that had been ordered via e-mail sent to me from Amazon. Amazon has completely removed the two gift cards that I had uploaded to my account. All evidence of my two gift cards, one for $50 and the other one for $25, has been transferred to the other individual account without my consent or request. I have credit card receipts of my purchased gift cards. I do not have the actual gift cards, because I got rid of them once I uploaded the funds to my account.

Business Response: Hello *****,


I'm Mahesh 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.


I'm so sorry to hear the problem with your Amazon.com account, I understand you'd like the us to issue $75 to your gift card balance.


I've checked and see that our Account specialists are investigating the situation and will take appropriate action on the account to which the gift card balance was transferred. In order not to make you wait further, I've issued $75 to your gift card balance, which would be returned with in the next 1-2 business days. These funds will be available for your next order. You can view your balance and activity here:


https://www.amazon.com/gp/css/gc/balance/


I've issued gift card balance to your account via the order #*******************, you will receive an email confirming the refund for the order, please ignore the email.


Please feel free to contact us directly by replying to bbb@amazon.com if we can be of further assistance.


Best regards,

Mahesh.V
http://www.amazon.com

Consumer Response:
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

***** *******

1/15/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Amazon.com banned me for life as a customer in September, 2015, because of “excessive returns” and “complaints about shipping.” Being banned is a disheartening situation as this has never happened to me before and while there are a litany of other places to shop, Amazon is a vehicle to sell things that you can’t purchase anywhere else. (i.e. Anker products, Lightphoria lamps), and I am also censored, in theory, from viewing their exclusive Studio programming (i.e. Transparent). In theory, Amazon is turning against me because I wrote a story that painted them in a bad light, and while I admit fully to overdoing returns, I vow to never return anything again and be a good faith customer. Timeline 9/2000 - 9/2015: Over 250 orders with Amazon 7/2015: Received a “warning” from Amazon about excessive returns 8/2015: Abided by return warning but, purchased some clothing which to me seemed okay to return, then I returned it 8/2015: For my prior employer, ********, I wrote a story about Amazon’s new competitor, *** and how it was better than Amazon, which included some remarks against Amazon: *********************************************** 9/2015: I received an email from Amazon indicating my account was officially shut down and I was unable to shop on the site ever again nor be able to purchase or consume additional digital content (i.e. Amazon Studios programming). 9/2015: I reached out for clarity and was told that this was not going to be reversed 11/2015: I reached out to Jeff B**** directly (which means executive customer relations responds) and they responded saying the reason was more about my complaints about shipping issues. I was also told future messages to Amazon would be ignored. 12/2015: Twice, attempted to open new accounts but they were promptly closed 12/2015 - 1/2016: I sent 4 pleas to Amazon executives asking them to humbly restore my account and offered a sincere apology for the over-returning and complaints. I have received no response.

Desired Settlement: Restoration of my existing account or permission to open a new account that won't be closed. Allow me to shop and buy products and consume content. No request for any type of compensation.

Business Response: Hello ****,


I'm Mahesh 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.


****, the closure of your account was associated with the return rate you mentioned and not with how much packaging or carrier feedback you submitted.Although we regret the fact we'll no longer be able to serve you, please understand our decision was made after careful deliberation and is final.


The digital content you've purchased can still be accessed through a web browser or any of the compatible devices (such as your Tivo) already registered to your account. If using a web browser, you'll be able to access your account via www.amazon.com/manageyourkindle and then select the appropriate content type in the filter on the left.


I realize you're upset, and I regret we've been unable to address your concerns to your satisfaction. However, we'll not be able to offer any additional insight or action on these matters, and any further inquiries on this matter will not receive a response.


We appreciate your business and hope to have the opportunity to serve you again in the future.


Best regards,

Mahesh.V
http://www.amazon.com

Consumer Response:


Complaint: ********

Thank you BBB for the opportunity to rebuttal. 

I am rejecting this response because it is a copy of an email sent by customer relations on 1/14 and doesn't address two things: the actual attached email where there was an alternate reason provided for excessive complaints, nor the concern about this being directed at me due to the story I wrote for my then employer. Additionally, I was told by customer relations that they tried to call me on the phone to discuss the email but since I was unable to log in, I could not update my phone number. I am also attaching an updated copy of my case as a PDF in case the dates were removed from the email sent earlier. I also am completely okay with the existing account being gone forever if it has to be so, but what I am not okay with is the inability to open a new account. I would like to compromise and be permitted to open a "new" account, with my credit card and address in there, with no fear of it being deleted. 

Sincerely,
**** *******

1/15/2016 Problems with Product/Service | Complaint Details Unavailable
1/15/2016 Problems with Product/Service | Complaint Details Unavailable
1/15/2016 Problems with Product/Service | Complaint Details Unavailable
1/15/2016 Billing/Collection Issues | Complaint Details Unavailable
1/15/2016 Delivery Issues | Complaint Details Unavailable
1/15/2016 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: My order took longer to arrive to me than it should have especially since it came from a neighboring state. I wanted a partial refund for the service I had received and the quality of the product wasn't great. They fowrwarded my complaint to another area and o hadn't heard anything in almost a month so I wanted a full refund after that. They are telling me I need to return the product to receive my refund but I don't agree with that because of multiple reasons being the service I had received and that they would try to sell it as if it were new when obviously it wouldn't be cause it had already been opened.

Desired Settlement: I want a full refund with no further issues

Consumer Response:

 
Better Business Bureau:

Amazon had provided me a full refund

Sincerely,

******* ******

1/15/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Amazon constantly keeps shutting my account down and asking me to verify the billing address on my Amazon account, even though everything on my Amazon account, the billing address and billing phone numbers on my credit cards is absolutely correct. I have FAXed to Amazon billing statements of my credit cards, everything and they know that the billing address is correct and all is legitimate and yet they keep shutting down my account for no reason.

Desired Settlement: That Amazon stop molesting me and keep my account open in good standing.

Business Response: Hello *******,

I'm Purna Chander 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.

I checked your account and see that we have removed your access to this account because the billing details for your MasterCard did not match the details on file with the card issuer.

As you have already faxed the details, We have restored your access to this account and processed any pending orders

I’m sorry for any inconvenience you had while your account wasn't available.  We appreciate your cooperation and understanding.

Please feel free to contact us directly by replying to bbb@amazon.com if we can be of further assistance.

Regards,

Purna Chander N.
Amazon.com
http://www.amazon.com

Consumer Response:


Complaint: ********

I am rejecting this response because:  Amazon continues to suspend my account every few days, and then request the exact same information again.  For example two days ago I FAXed them the billing statement for my master card ending in **, and account was reinstated, and then tonight I received an identical email asking for the exact same billing statement for master card ** and shutting down my account again!

Obviously there is confusion a Amazon and one hand doesn't know what the other is doing.  I ask that Amazon once and for all reinstate my account and stop playing this tiring game of suspending it one day, reinstating the next, then starting the same cycle again - just because one person at Amazon doesn't know what the other has already done or is doing.


Sincerely,

******* *******

1/15/2016 Problems with Product/Service | Complaint Details Unavailable
1/15/2016 Problems with Product/Service | Complaint Details Unavailable
1/15/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: i have bought an blackberry on amazon, and the device i get have a quality issue , so i return it. (next day i got an email about my account got close, i don't understand. and account Specialist refuse my offer to investigate) the package is arrive to the return center on Dec 7th. before the returning they said will be contact me once they receive the package. The package is arrive to the return center already. after that , 23days passed. ACCOUNT SPECIALIST NEVER CONTACT ME

Desired Settlement: let the account specialist contact me about the refund

Business Response: Hello,



I'm Madhavilatha 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.



I understand your concern about the return of your order #*******************. I've checked with our account specialist and LEXINGTON return center where the provided tracking # ************* was delivered. And they have confirmed that no return was received related to above order.



Hence, we are unable to process any refund as no return was received.



About your closure of your account,  while I know it's disappointing news, the response you received from our Account Specialists is correct. We've closed your account because our records show we closed another account of yours for not meeting the terms of our Conditions of Use agreement.



If you had open orders on this account, those orders were canceled when we closed the account.



Any digital content you purchased with this account is still available to you. To access the content, click the “Manage Your Content and Devices” link on the Your Account menu on Amazon.com (www.amazon.com/manageyourkindle).



However, your account will remain closed. You can review our Conditions of Use here:



www.amazon.com/conditionsofuse



Please feel free to contact us directly by replying to bbb@amazon.com if we can be of further assistance.


Regards,

Madhavilatha A.
Amazon.com
http://www.amazon.com

1/15/2016 Delivery Issues | Complaint Details Unavailable
1/15/2016 Advertising/Sales Issues | Complaint Details Unavailable
1/15/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I opened an Amazon credit card to buy a tv for $2100. I received an email telling me that $25 was due on 12/05/15. But they have given me no means to pay. I tried to register online, but did not have account number. So I sent a check for the whole amount, about $2135. I called a couple of weeks later to see if they received the check, they told me that they did not receive the check and the balance was about $2300+. I paid it in full over the phone and requested the account be closed. They withdrew the $2300+ from my checking and the check for $2100+ At the same time (dare and time), therefore causing many checks to bounce from my bank account. However, they told me I have a balance of -$2100+ in the account and they refuse to refund it to me.

Desired Settlement: I want the money that they withdrew from my account back and the bank fees of $75 ($25 x 3) I have faxed them all my bank statement. If I were late, they charge me a penalty, how could they keep my money and making a profit and interest out of it?

Business Response:

Hello ******,

I'm Kalyan P***** 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.

We received your request and extend our apologies for any inconvenience this has caused. I understand that you've already cleared the due when contacted them via phone but they've still used the check to clear the balance. I've contacted Synchrony about this issue and requested them to provide me with an update on this. Once I receive the update, I'll get back to you with an answer.

I appreciate your patience while I continue to work on this matter.

I look forward to following up with you soon. Please feel free to contact us directly by replying to bbb@amazon.com if we can be of further assistance.

 

 

Regards,

Kalyan K

Amazon.com

http://www.amazon.com

Consumer Response:


Complaint: ********

I am rejecting this response because:

I have been calling them for the past two weeks and they have been telling me the same thing that they would send my money back. But they never did. I was forced to forgo my plan to buy Christmas gifts because they are holding my cash hostage.

How difficult is it for them to cut a check and mail it? Why did they tell that they did not receive payments when they cashed the first check? Why do they process the second payment even the account balance was zero? etc.

Sincerely,

****** ********

Business Response: Hello ******,


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 certainly understand your concern about the delay in processing your refund check.


I wanted to send you a quick e-mail to let you know that Synchrony still researching issue. It usually takes 1-2 business days for this sort of research, but in this case it's taking a little longer. I'm very sorry about this delay.


I'll be in touch shortly with an answer for you. Thanks for your patience.


Regards,

Naseema S.
Amazon.com
http://www.amazon.com

1/15/2016 Problems with Product/Service | Complaint Details Unavailable
1/15/2016 Delivery Issues | Complaint Details Unavailable
1/15/2016 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: My complaint is about the Amazon Prime service, awhile back I had been checking out and saw the option to get free shipping and that I could try prime. Upon clicking the advertisement, my card was charged $99 that was eventually refunded. The issue I have is that it's misguiding advertisement, there was no second window warning the user it was going to make a purchase. I wasn't able to get my money back on time because of them. $99 maybe not seem like a lot to some people, but it was the difference from me being able to pay a bill or not. They were of no help at all, I had to call my bank to try to release the funds and my bank kept insisting it was amazon's end. I was just ran around in a circle. I spent probably over 4 hours of my time of the phone fighting to get them to release funds and cancel prime which I never wanted. All I was given for this was $30 credit which is insulting because my first offer was $10. You guys messed up big time, who puts an ad that with 1 click, charged somebody's debt card?! That's insane. my 4+ hours of time I invested in it was worth more than that. You guys never even got me the money back till 3 business days I don't think.

Desired Settlement: Compensation for my time invested in trying to fix issues that were caused by your misleading advertising that charged me debt card $99 without notice. Making me argue and plead for help to have it reverted back in a timely matter, in which it was not. Thanks

Business Response: Hello *****,


I'm Jones E***** 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.


I certainly understand your disappointment with our Amazon Prime membership.


I've checked your account and see that you've already tried our Amazon Prime free trail on January 12, 2014.


To ensure you have uninterrupted access to your Amazon Prime benefits, renewal of your membership is automatic. Amazon Prime membership will automatically renew at the end of each term unless you choose not to continue. When we tried to charge your card for yearly Prime membership, your payment method was declined by the issuing bank, preventing us from activating your Amazon Prime membership.


Please know that, Amazon Prime Free trail can only be availed once. If you click on try Prime, you'll be charged $99, for yearly membership. This is what happened in your case. I'm sorry, if you weren't aware of this.


More information about Amazon Prime is available on our Help pages:


http://www.amazon.com/help/prime


I see that your Prime membership was cancelled and a refund of $99 was already issued on February 7, 2015. Our system indicates that the refund has been completed. In general, once a refund is initiated, it would be processed from our end immediately. However, it depends on our bank processing time. Few banks may process it with-in 2 to 3 business days and few banks with-in 3 to 5 business days. You'll need to contact your bank to know the status of your refund.


I'm sorry, at this time we won't be able to issue any compensation regarding this matter. I've forwarded your feedback and comments to our Prime team for future improvements. Customer feedback like yours really helps us continue to improve our store and provide better service to our customers.


Please feel free to contact us directly by replying to bbb@amazon.com if we can be of further assistance.


Regards,


Jones E*****


Amazon.com


http://www.amazon.com

1/15/2016 Billing/Collection Issues
1/14/2016 Advertising/Sales Issues | Complaint Details Unavailable
1/14/2016 Advertising/Sales Issues | Complaint Details Unavailable
1/14/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I sold on Amazon a brand new phone as "like new" because the original box was thrown in the garbage. The buyer on Amazon didn't like the item and declared himself as "dissatisfied" plus he said he could not activate the phone while I have evidence that the IMEI is perfect and the phone can be activated without a problem. Buyer filed an A-Z claim that apparently says that he can keep the item and the money as well. I asked the buyer to ship the item and the buyer is giving attitude because he says he doesn't need to return the phone and I am quoting he "never shipped anything in his life" and this is what I am dealing with. I have evidence that I am prepared to show. This whole process is completely illegal. I don't have a company, I don't represent a company. I did a favor to a family member who is a senior citizen who could not sell the item online by herself and now the money have been taken out of my account and I have to go insane and beg to have the item back? For somebody who buys an item online and then knowing he can just keep the item for free that costed a whole lot of money is completely wrong and for Amazon to fully support and encourage this consumer behavior is beyond illegal. If the buyer is entitled to get his money back I am definitely entitled to get my item back and I should NOT be bullied and/or go crazy for getting back the item that does not belong to this buyer since he has been fully refunded and I should not be paying proper packaging (item is worth over $500, if not properly wrap it can break and there is no insurance) shipping and handling again to have the item back.

Desired Settlement: I need a full refund for the item including shipping, packaging and handling.

Business Response:

Hello from Amazon.com.

 

We are unable to assist the seller in the recovery of their merchandise for this transaction.  As per Amazon policy noted within our Condition Guidelines, items classified as like new must include the original packaging.  Additionally all sellers are required to accept returns as a normal part of selling on Amazon.com.  As our holiday return policy states, items purchased in November or December can be returned until the end of January. 

The buyer's purchase was made on November 20th, and the buyer's complaint was filed on December 12th.  Amazon notified the seller and upon receipt of the seller's response investigated the issue.  We found the seller was in violation of Amazon policy, obligating them to refund the customer in full.  The buyer was also within the normal time frame in which sellers are required to accept returns, whether the listing was in violation of policy or not.  On December 13th, Amazon notified the seller of their obligation to accept the return and provided them a time frame of three business days to respond with a valid return address or they would be found responsible for the buyer's reimbursement.  The seller however was non-compliant within this process.  Their response indicated they were unwilling to accept the return because the buyer activated the phone, and because they were out of the country at the time. 

We wrote back to the seller on December 13th, reiterating their need to respond within 3 business days with this information or they would be found responsible for the buyer's claim, this time inclusive of the information regarding the listing infraction.  They again were non-compliant.  On December 14th, Amazon again informed the seller they would need to supply their return information or would be found responsible for the buyer's reimbursement.  December 17th we once more reiterated the need to respond and shortened the deadline for response to two business days. 

On December 22nd, the seller's account was debited after providing 4 opportunities to respond with the information needed for us to ensure the return of their merchandise prior to issuing the customer a refund.  Unfortunately we now lack the leverage necessary to ensure the buyer's cooperation within the return process, as the seller declined to assist us in our attempt to protect them by ensuring the shipment was returned prior to refund. 

At this time we suggest the seller send the buyer a prepaid return label as incentive for them to return, as they are no longer obligated to assist the seller in the return process. 

You may reference Amazon's policies at:

http://www.amazon.com/gp/help/customer/display.html?nodeId=*******&#returns

http://www.amazon.com/gp/help/customer/display.html?ie=UTF8&nodeId=*******

Thank you,


Consumer Response:


Complaint: ********

I am rejecting this response because:

Amazon is stating multiple untrue facts and many lies.

I called Amazon before posting the item for sale and I was told I could list the phone as like new because they said that partial packaging might be missing and the phone was never activated, regardless, I am attaching the original description in which I never lied and clearly described the item as it arrived in the hands of the buyer.

I also called numerous times trying to follow and schedule a pick up for the buyer and a return label through Amazon and I kept being blown off and then randomly getting these emails that had no connection with all the phone conversation occurred. I did provide the very same return address that was printed on the package the buyer received to have the phone returned to me because the seller eventually admitted that he didn't care for the phone activation, he just didn't want the phone so at that point I understood that the activation was just NOT the reason and I already asked the buyer to return the phone until the issue was dragged and the buyer was told he could just keep the phone for free and he had all the power to keep the money and the phone and get away with it and started giving me attitude as in "I don't have to return the phone". And I have evidence. So for Amazon to say that I am or was in violation of the policy is completely false. 

How illegal, appalling and disgusting is for a company to determine that a random person gets a free phone worth over $500 and I am just going to have to accept this decision like it's absolutely normal? As far as I am concerned if Amazon doesn't take responsibility, this is theft and I will be filing a police report and I will be considering Amazon as liable as the buyer and I am ready to bring this in front of a judge too. Please send the serving agent name for Amazon so the company can be properly served while for the buyer I already have full contact details and address.

 

 

Sincerely,

***** ******

Business Response: I reviewed all emails sent between the buyer and seller concerning this order through the Amazon Buyer-Seller Messaging system.

During the A-to-z Guranatee Claim investigation, the Seller was requested to provide the buyer with their Return Address since there was no record of them having done so. it included clear steps to message the buyer and copy the investigations team on the email. An email was not sent according to these instructions, and the A-to-z Claim was resolved according to our guidelines and resolved in the buyer's favor since the listing was advertised and sold in an incorrect condition.

The buyer has offered to return the item, as indicated in emails sent to the seller on December 22nd and 23rd. The buyer is requesting the seller pay for the return shipping on the basis they were sold a defective phone. The seller has not provided a return address in these emails, but has offered to supply a shipping label or schedule a UPS pickup. We would encourage the seller to continue working with the buyer to have their item retunred to them. 

Consumer Response:


Complaint: ********

I am rejecting this response because:

 

Amazon keeps repeating the very same things and they are all lies.

Buyer never offered to return the item and never asked for an address.

During endless communications over the holidays I might have mentioned once to an Amazon agent that I was away and traveling and my po box does not take packages for me so the item would have been sent back because I have no residential address to provide, I am not a resident of the US. I am a resident of the ******** ***** and I am on a Visa studying in the US.

I wonder why Amazon doesn't attach any evidence of their lies?

The buyer knew he could keep the phone for free if he would complaint and I can prove it. Amazing Amazon.

Why would the buyer keep the phone after I begged him countless times to simply wait at home at any preferred time he would provide so the item could be picked up by UPS or Fedex?

If the buyer is not satisfied with the item, why would he keep the item sitting on his table if it can be picked up at no cost and no efforts at all for him?

Well, congratulations to Amazon that is able to rip off college students who sell their brand new phone online FOR FREE. Why not? Who cares, right?

Buyer simply says seller didn't give a return address and he wins for free a Samsung Galaxy S5 never activated and never used before.

I have plenty of photographic evidence that the only return address available was clearly printed on the package anyway.

And I have all the emails as well. Buyer never offered to return the item and never asked for an address.

Plenty of evidence will be shown in court. I already told the buyer as well I am filing a small claim against him.

And I will seek further legal actions until I get my phone back in my hands or its equal monetary value which at this point is not anymore the price posted on Amazon for sale but its actual value of over $500 that will be supported by original retail receipt.

Cannot wait to bring to court both the buyer and Amazon.

Sincerely,

***** ******

1/14/2016 Billing/Collection Issues | Complaint Details Unavailable
1/14/2016 Problems with Product/Service | Complaint Details Unavailable
1/14/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: The following is a complaint that I had regarding a product purchased through Amazon: The radio controls for the drone I was sent was malfunctioning. Not only were the controls rendered inoperable, but the 'return home' function/button - a laughable title considering - caused the drone to fly away from the operator. And not only did it fly away from the operator, but it kept flying in the opposite direction - far past the 100 meter range - and on into the sunset. Of course we were sure we would find it since it was lit up like a ET over area 51, but, to our surprise, we never saw it come down. So after two hours of searching we are assuming it continued to fly over the lake and where it eventually crashed. I'm very displeased with this product, especially considering that last night was the first night out of the box and, also, the night it flew into the sunset never to be seen again approximately ten minutes later. No answer has been received from either the marketplace seller nor Amazon.

Desired Settlement: I would like either a replacement or refund since the product was defective.

Business Response: Hello *****,


I'm Naseema 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.


I'm sorry about the problem with your item " Holy Stone F180C Mini RC Quadcopter Drone with Camera 2.4GHz 6-Axis Gyro Bonus Battery and 8 Blades ".


Upon checking, I see that you've contacted seller  "Holy Stone®" regarding this and seller confirmed that a replacement drone will be sent and email confirmation which is listed below.


The following message was sent to you by "Holy Stone®":

-----------------------------------------------------------------------------------------------------

Hi *****, Thank you for your reply. We had arranged resending the new drone to you. Amazon might take a few days to deal with your order.Would you please wait with patience ? Your persistent understanding will be highly appreciated. Have a nice day! Best, Anny Holy Stone Toy

-----------------------------------------------------------------------------------------------------


I request you to please wait for replacement order. If you no longer wants to wait and prefer for a full refund please contact us directly by replying to bbb@amazon.com so that we can process refund since we can't replace items sold by seller that are Fulfilled by Amazon


We look forward to seeing you again soon.


Regards,

Naseema S.
Amazon.com
http://www.amazon.com

Consumer Response:
Complaint: ********

I am rejecting this response because: I am happy to accept a refund, but I haven't seen one to my account nor have I received a drone. 

Sincerely,

***** *****

1/14/2016 Problems with Product/Service | Complaint Details Unavailable
1/14/2016 Problems with Product/Service | Complaint Details Unavailable
1/14/2016 Problems with Product/Service | Complaint Details Unavailable
1/14/2016 Problems with Product/Service | Complaint Details Unavailable
1/14/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I never signed up for a free trial of Amazon Prime, nor did I authorize Amazon to charge my account for a prime membership. It has now been three days since I contacted Amazon and informed them of this. They state they have credited my account but the money is not back in my account. I have talked to a supervisor who refused to assist me, and now thanks to them, I do not have gas in my car to get to work or food in my house to feed my family. I will never order from Amazon again!

Desired Settlement: I want my money refunded now! ($105.03)

Business Response: Hello ******,


I'm Srikanth 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.


I'm sorry to learn about the unauthorized Prime charges on your account and our customer service couldn't assist you in appropriate manner. I appreciate you taking the time to bring this to our attention.


I've made sure the appropriate supervisory personnel are aware of your experience to make sure we provide proper training for the future, as this is not at all the level of service we aim to provide our customers.


I understand that you haven't signed up for this membership but was still charged in the amount of $105.93 on December 31, 2015. I've reached out to our Prime team for an investigation as to why you were charged for this membership. I'm personally following up with this issue and will get back to you with an update as soon as I hear from them.


Further, I've checked and can confirm that a full refund of $105.93 has been processed on January 1, 2016. Refunds typically process within 2-3 business days and appear as a credit on your statement. You should have received this refund amount by now. If you don't see the refund, you may want to contact your bank to ask about its status.


Please feel free to contact us directly by replying to bbb@amazon.com if we can be of further assistance.


Regards,


Srikanth.G
Amazon.com
http://www.amazon.com

1/14/2016 Delivery Issues | Complaint Details Unavailable
1/14/2016 Problems with Product/Service | Complaint Details Unavailable
1/14/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: after returning an item to amazon, they issued a credit as a gift card and would not credit my amazon visa card account, now i can not have the credit and have to use it to buy more items, when i called customer service, they would not help mel

Desired Settlement: i want them to issue me the appropriate credit amount to my amazon visa credit card

Business Response: Hello ****,


I'm Raghavender 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.


I'm sorry for the recent difficulties you experienced with Customer Service when contacting about the refund. I hope I can explain on what happened.


Our returns system is set up so that advance refunds result in a Gift Card placed on your account. We simply don't have the ability to refund original payment method. This is a refund at first scan. The carrier confirmed they received your return, so we were able to issue your refund early. I've confirmed your advance refund of $244.35 has been added to your Amazon.com Gift Card balance. You can view this balance in Your Account here:


www.amazon.com/gp/css/account/payment/view-gc-balance.html/


At this point of time; the advance refund was applied to your account as an Amazon.com Gift Card and can't be reversed. I reviewed your account and see that this gift card refund is partially used. Please note that there isn't a way to request an refund after another refund method has already been applied to your return or partially used.


To use the rest of your balance, simply make a purchase for an amount that totals or exceeds the remaining funds on your gift card. When you fill out our order form, you'll have the opportunity to apply these funds and can use your credit or debit card to cover any leftover balance.


Once again, I apologize for any inconvenience you may have experienced as a result of this issue.


Please feel free to contact me directly by replying to bbb@amazon.com if I can be of further assistance. We look forward to seeing you again soon.


Regards,


Raghavender S.
Amazon.com
http://www.amazon.com

1/13/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I rented a book in September of 2014. That book was returned in January of 2015. On December 24, 2015 my card was charged $75.67 without notice. The charge claimed the book was "damaged". The book was not damaged when it was returned almost a year prior. I called Amazon customer service starting January 3, 2016. They said they would be refunding the cost because the charge was not correct. On January 9, 2015 the charge was still not refunded. The first individual I spoke to told me he could not find the charge and there was not a manager there are that time I could talk to. The second individual told me I would be refunded, but I then later received a message saying the opposite. I called a third time around 11:00pm on that same date sent me an email that said "your refund was issued to your Visa Card for $75.67 on January 10, 2016". The date was still January 9, 2016, which made this impossible. There was not refund code, link, confirmation, etc. Something happened to this book the year after I returned the book, and instead of charging the correct person, the seller charged me because Amazon gave them my card information. I simply wanted this problem corrected and my money refunded, but for some reason no one at Amazon can help me and there is not a manager or supervisor available at any point to help me either. I have been told several times they were correcting the problem and have yet to see my refund. I am very upset and have spent hours on the phone dealing with this problem with no end result.

Desired Settlement: A refund of the $75.67 that was wrongly charged to my card.

Business Response: Hello ********,


I'm Vivek 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.


I'm sorry to hear about the trouble you'd with Textbook Rental 'Nutrition & You: Core Concepts for Good Health'.


I've shared your comments and a summary of the series of events as a feedback with our Textbook Rental team. Customer feedback like yours really helps us continue to improve our store and provide better service to our customers.


I've confirmed that a refund was issued to your Visa Card for $75.67 on January 09, 2016.


After the refund has processed in their system, your bank should be able to locate it using this information. In most cases, once a refund has been submitted, the issuing bank will post it to your account within 2-3 business days. This time frame may vary from one financial institution to another.


Here's the Settlement Verification Code: ******


Please feel free to contact us directly by replying to bbb@amazon.com if we can be of further assistance.


Regards,

Vivek Y.

Amazon.com

http://www.amazon.com

Consumer Response:
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********.  Although the refund was not completed on the date the company replied about it has been done.

Sincerely,

******** ********

1/13/2016 Problems with Product/Service | Complaint Details Unavailable
1/13/2016 Problems with Product/Service | Complaint Details Unavailable
1/13/2016 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: My son a text book on December 29th it was to be delivered on January 5th (even though I have a Prime subscription and selected 2-day shipping, I went along with it because I figured there may be a holiday break), but a severe issue arose. Not only did the fulfillment center fail to send the book with UPS to be delivered, but I received no e-mail or other notification that this had happened. Unknowing, I waited until Wednesday the 7th to contact Amazon customer service, and only THEN did I find out what had happened. The course I am taking that requires this book is accelerated, as it is 2 weeks long and every day in the course is equivalent to a week's worth of class time. I was then promised a new book would be shipped and arrive by the next day, January 8th. I was in contact with the instructor for my class letting her know the situation as it progressed. I was convinced that Amazon would fulfill the promise to deliver a replacement book as soon as possible to make up for its uncharacteristic mistake. I was, however, wrong. The book that Amazon had claimed was shipped January 7th and would arrive January 8th arrived today, January 9th. I am now 5 days into the course with no way to complete the work assigned to me as I have no book. This is equivalent to not having the book 5 weeks into a class. He now has to withdraw from this class and the university will not refund the $830 for this class, I have spoken to Amazon several times and they are not willing to compensate us for the class.

Desired Settlement: I want a refund for the full cost of the class. It's bad enough that his transcripts will show this withdraw even though it was not his fault.

Business Response: Hello ********,


I'm Srikanth 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.


I'm sorry to learn about the disappointing experience you've had with the recent order #******************* for "Mass Media Revolution (2nd Edition) " and I appreciate you taking the time to bring this to our attention. I understand that this order was placed on December 29, 2015 with Prime Two day shipping but never arrived and you weren't notified about the delay as well.


Most of our orders are delivered on time and without any issues, however, we do depend on the carrier's ability to deliver the packages as per the schedule, to a large extent. Unfortunately, despite our best efforts in shipping the order out on time, delivery of packages is delayed/lost on rare occasions. Further, I realize that our customers sign up for Prime membership expecting their deliveries to be quick, efficient, and stress-free.  We've come up short on those expectations here and for that please accept my apologies. I've engaged the appropriate channels to fully understand what happened with these orders.


I've checked and see that the replacement order ******************** has been successfully delivered on January 8, 2016. I also see that we've issued a full refund of $103.47 for this purchase. I do realize the importance of this item as it was ordered for a specific reason and clearly, we've let you down.


I understand that you would want us to refund the full cost of the class. Unfortunately, we are unable to process any further refunds on this order since the replacement order has been delivered and a full refund has been processed for this purchase. I hope you understand our limitations in this regard.


On priority, I've forwarded this issue to the shipping team in our company, I know they'll want to hear about your experience and rest assured this will be taken care of. We're aware that our choice of delivery services reflects on our business as a whole.
 

Your experience here has been highly unusual and is not at all typical of what you can expect when shopping with us. You're a long-time and valued customer of Amazon, and I hope you'll give us another chance.


Please feel free to contact us directly by replying to bbb@amazon.com if we can be of further assistance.


Regards,


Srikanth.G
Amazon.com
http://www.amazon.com

Consumer Response:
Complaint: ********

I am rejecting this response because: I still feel strongly that Amazon dropped the ball on this shipment.  I have attached the UPS tracking which I just received for the first book that was originally ordered.  Jan. 3 through Jan. 10 it seems the book was in transit to a UPS facility.  The book must have been available to have been given a tracking number to begin with, so why did Amazon Prime take 8 days??  This not only cost me the $830 for the class but it was a pre-requisite for his Spring semester.  Now he has to wait and redo his entire schedule when he gets back to campus, the problems keep building up all due to lack of communication on Amazon's part.  They failed to provide a service which we paid for in my students $48 annual Prime fee. 

Sincerely,

******** ******

1/13/2016 Problems with Product/Service | Complaint Details Unavailable
1/13/2016 Problems with Product/Service | Complaint Details Unavailable
1/13/2016 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Ordered products off of amazon and didn't get my products I ordered or my money back. I got proof they billed me the same day I placed the order and proof of my full order.they billed me the day I placed the order and tryed to charge me again for the same order. I got proof of that to.

Business Response: Hello ********,


I'm Bhaskar 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.


Thank you for taking the time to share with me your concerns over being charged for items that you have not received.


I realize you're upset, and I regret we've been unable to address your concerns to your satisfaction. Please know the information that you received from customer service was correct. Of the 2 orders that were processed, ******************* & *******************, only 2 of the 6 items were approved by your bank. The Tommy Hilfiger Women's Long Parka, Black, X-Large and the teeth whitening system. Your bank will reflect the authorizations up to potentially 10 business days. You will continue to see these on your account until they release them.


I realize you're upset, and I regret we've been unable to address your concerns to your satisfaction. However, we'll not be able to offer any additional insight or action on these matters, and any further inquiries on this matter will not receive a response.


We appreciate your business and hope to have the opportunity to serve you again in the future.


Best regards,
Bhaskar A.


Thank you.
Amazon.com

Consumer Response:
Complaint: ********

I am rejecting this response because:

Sincerely,

******** ****

1/13/2016 Advertising/Sales Issues | Complaint Details Unavailable
1/13/2016 Delivery Issues | Complaint Details Unavailable
1/12/2016 Problems with Product/Service | Complaint Details Unavailable
1/12/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: On or about Nov. 25th of 2015 I received a birthday gift from a friend. The gift was a bag and the seller did not send the right color. I immediately returned it to Amazon and they confirmed that they had received and would credit me with gift card in the amount of approx $1260. Since that time I have spent countless hours on the phone to customer service and written many emails to ask that they credit my account. I have received multiple email from their customer service department assuring me that the money would be credited to my account in 1-2 business days. Over the last 2 weeks I think I have been told that 4 times. I think this is absolutely unacceptable and I would like them to credit me for the bag so I can order the correct color that my friend initially intended me to have.

Desired Settlement: I only want the credit to my gift card account that is due to me.

Business Response: Hello ****,

I'm Purna Chander 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.

In general, when items are bought through a seller, there's an agreement that's made that all transactions would only be between the buyer and seller.

I checked  your order and see that a refund was initiated for order #******************* on January 4, 2016 in the amount of $1260.98 to the original payment method used.

I'm really sorry your gift return was refunded to the purchaser, and not to you as a gift card. I've reviewed the return request and confirmed it was correctly marked as a gift which should've prompted a gift card refund to you. Please know I'm thoroughly investigating these details at a high level to determine exactly what went wrong, and what improvements can be made to ensure something similar doesn't happen again to others.

I know it creates a very uncomfortable situation when a purchaser is aware an item they gifted was returned, and I again sincerely apologize this occurred. I recommend contacting the person who bought the gift  for more information about the refund.

I've applied a $100.00 promotional discount directly to your account for use on your next Amazon.com order. I hope you'll accept this as both a gesture of goodwill and an apology for these bad experiences.

When you place your next qualifying order, you'll see the promotional funds listed on the Order Summary page, just before you submit your order. If the funds aren't shown, please read the following to ensure your order qualifies:

http://www.amazon.com/gp/help/customer/display.html?nodeId=*******

Your experience here has been highly unusual and is not at all typical of what you can expect when shopping with us..

****, I’m sorry for any disappointment caused and appreciate your understanding. While we won’t be able to comment further on this matter, we’re always happy to help if you have any other questions - you can click a button to contact us by e-mail or phone from any Help page on our website.

Regards,

Purna Chander N.
Amazon.com
http://www.amazon.com

Consumer Response:
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

**** ******

1/12/2016 Problems with Product/Service | Complaint Details Unavailable
1/12/2016 Problems with Product/Service | Complaint Details Unavailable
1/12/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Amazon falsifies its 3rd party seller rating by wrongly nullifying negative results therefore giving them falsely higher ratings. I left a negative review about a 3rd party sellers false advertising. When I left a negative review, it was nullified by Amazon putting a line through it and having it not count toward the sellers rating. The message "Message from Amazon: This item was fulfilled by Amazon, and we take responsibility for this fulfillment experience." was also added below my comment. This gives the seller a falsely higher rating. It also gives the consumer an incorrect feeling of security that they are dealing with a higher quality business than they actually are. After searching other 3rd party sellers reviews, I have seen this dozens of times.

Desired Settlement: I would like Amazon to stop this shady practice of false consumer security.

Business Response:

Hello *****,

I'm Vijay K**** 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.

I understand your concern about the review for Ty Beanie Babies - Mac the Cardinal.

We've removed this review since it's not a review of the product itself, but rather about your shopping experience with us. You can see our review guidelines here:

http://www.amazon.com/review-guidelines

Please feel free to contact us directly by replying to bbb@amazon.com if we can be of further assistance.

I appreciate your patience and understanding.

 

 

 

 

 

Regards,

Vijay K.
Amazon.com
http://www.amazon.com
============================


Consumer Response:
Complaint: ********

I am rejecting this response because: my complaint was a false advertising issue. Had the item been labeled correctly, I would not have purchased it. Their excuse is that my issue is a shipping issue, it is not. How can they explain 

"The box says dated 2012 but there is no date on the ornament. perhaps seller was not aware of this?

Sincerely,

***** **********

Business Response:

Hello *****,

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.


We thoroughly check all the reviews submitted by the customers. If the review does not comply with our guidelines, it may be rejected or removed.


You can find complete information using this link:


http://www.amazon.com/review-guidelines


If you still have any issue with your Ty Beanie Babies - Mac the Cardinal, please let me know by replying to this email so that I can assist you further in returning it for a full refund.


I realize you're upset, and I regret we've been unable to address your concerns to your satisfaction. However, we'll not be able to offer any additional insight or action on these matters, and any further inquiries on this matter will not receive a response.


We appreciate your business and hope to have the opportunity to serve you again in the future.

 

 

 

 

Regards,

Vijay K.
Amazon.com
http://www.amazon.com
============================

Consumer Response:
Complaint: ********

I am rejecting this response because: They obviously do not thoroughly check every review because I have seen dozens of negative reviews that were wrongfully nullified. Their response does not stop their shady practice.

Sincerely,

***** **********

1/12/2016 Guarantee/Warranty Issues | Complaint Details Unavailable
1/12/2016 Billing/Collection Issues | Complaint Details Unavailable
1/12/2016 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: Amazon Seller Services verified my credit card information and everything was fine until they started to initiate payment. Now they're giving me the run around on what I need to do saying "update your credit card info" The only problem is everything was perfectly fine with the credit card and it was verified until they had to give me my money and now all of a sudden their system can't "verify" my card and the support is not doing anything to help me. I've contacted them 4 times and only received two responses both saying to update my information when I've told them my information has completely matched my banks information that's on my statement. They refuse to answer anymore of my support questions or offer me any support and they're withholding my money without initiating my money to go into my account. They're keeping $233 of my money that I earned selling through their services and the support team refuses to help me or give me my money. I just want my money so I can shut down my seller account and never be affiliated with them again. This customer service is the worst and they don't listen to your problems they just hold your money and keep it saying "too bad so sad to you your credit card is messed up" It's a valid card. It has money on it. It was just fine and verified as I said before they initiated payment and now it's not "verifying". I just want my money.

Desired Settlement: My desired outcome is to have the BBB make the support team send me my money which I know they have the power to. They refuse to listen to me and they want to keep my money and it's not right. I sold my personal items through them and they won't initiate my money transfer and I really need that money. In short, I just want the money I earned through Amazon that they refuse to give me because their system all of a sudden after a month almost can't verify my card.

Business Response: Thank you for your inquiry.

The seller has requested account closure and funds disbursement; however, they have not yet met the criteria needed to proceed.

Account Closure:

Per Amazon policy, the selling account cannot be closed prior to 90 days following the last order, which is designed to cover any chargebacks, returns, or A-to-z Guarantee claims that might occur. The seller was given this information previously, through case ID **********, which explained that their last order was processed on 12/22/15. They are encouraged to contact Seller Support once 90 days has elapsed so that we may proceed with this request.

Funds Disbursement:

The seller's funds have not been disbursed due to an invalid charge method on file. Our records indicate that the seller may be using a pre-paid credit card, which would be considered invalid. If the seller's credit card is invalid, payment will be delayed until the credit-card information is updated in the seller account. After the card information is updated, we will ask the seller's bank for authorization. After the bank authorizes the card's use, we can process payment on the next settlement date. For more information, please refer to the following help page.

Credit Card Information for Your Seller Account
https://sellercentral.amazon.com/gp/help/help.html/?itemID=861&ref_=ag_861_a_r4_cont_sgsearch

If the seller does not wish to update their credit-card information or does not have alternative payment methods, we ask that they write back to us 90 days from the last order date so that we may close their account and process a manual check.

Please let us know if you have any additional questions.

Consumer Response:


Complaint: ********

I am rejecting this response because:

The support has not helped at all. They can't verify my card when they owe me money but can verify the same exact card with the same verification method for a free trial of amazon prime. I'm not waiting until March to get my money because your support and company are a bunch of theives and can't explain to me why all of a sudden the same exact card that was verified before won't verify now that you owe me money. I'm tired of hearing this crap about updating my info I've talked to 30 of the useless support people and they've all said the same thing over and over and over but don't answer my questions. I want a manual check I don't care about closure of my stupid account I want my check or my money one way or another I'm not waiting for 3 months to get the money I deserve. You people charge a fee to sell on your website you took 30 dollars of my money for what? For a useless site that steals your money. Then they lie and have 20 different useless support people assigned to your case who never answer your questions or help. Their phone support is just as useless I was complaining about not getting my money on a seller account and the support guy sends me information on how to set up a seller account? I want my money and I'm tired of your stupid excuses. I'll get my lawyer involved if I have to. I have Bank statements verifying that you've verified my card for amazon prime but all of a sudden the same exact card won't verify the same exact way now that you owe me money. I highly doubt that's accurate. I want my money. I sold items because I was in desperate need of money this month and I thought oh amazon never ripped me off before when I sold one thing before I never had an issue. But this whole service is a joke. My family and I are starving because you people are unable to read customers concerns and fix problems.

Sincerely,

******* ******

1/12/2016 Delivery Issues | Complaint Details Unavailable
1/12/2016 Problems with Product/Service | Complaint Details Unavailable
1/12/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: over two months ago i sold for a total 2669 dollars when i open the account back in October amazon say i will get pay 14 days now it been over two months payments i receive a email say need bank account to get i add the bank account and the next day my account been close say all your listing been removed i never did any wrong i sale good product on amazon also a buyer order id ******************* after customer receive the items adn file a false claim the next day i contact the post office say the buyer took the laptop form the locker amazon took my money and give to the buyer now i lost my money please help me with this company who refuse to pay for my hard work also let this theft fraud me on amazon for my money Expected Delivery Day: Wednesday, November 4, 2015 Product & Tracking Information Postal Product: Priority Mail 2-Day™ Features: USPS Tracking™ Up to $50 insurance included Restrictions Apply Priority Mail Insurance info icon Date & Time Status of Item Location November 4, 2015 , 10:45 am Delivered, Parcel Locker *********, ** ***** Your item was delivered to a parcel locker at 10:45 am on November 4, 2015 in *********, ** *****. November 4, 2015 , 7:49 am Out for Delivery *********, ** ***** November 4, 2015 , 5:23 am Arrived at Post Office *********, ** ***** November 4, 2015 , 12:36 am Arrived at USPS Destination Facility ***********, ** ***** November 2, 2015 , 10:42 pm Arrived at USPS Origin Facility *** *****, ** ***** November 2, 2015 , 6:52 pm Departed Post Office **** **** *****, ** ***** November 2, 2015 , 11:20 am Acceptance **** **** *****, ** *****

Desired Settlement: refuse to pay me over two months after after i open the first sale amazon say i will get pay in 14 days now it been over two months no payments

Business Response:

Hello,

 

This seller was suspended for failing to meet our Order Defect Rate goal on 25-Dec-2015. They were informed of the decision by email at that time. They have subsequently not provided a viable plan of action for the defects on their account. For this reason we have blocked their selling account as of 4-Jan-2015. They can appeal this decision to seller-performance@amazon.com but if they continue to not provide a plan of action going forward their account will remain permanently closed. The fastest way for them to appeal is through seller-performance@amazon.com.

 

Regards,

 

Amazon.com

Seller Peformance

Consumer Response:


Complaint: ********

I am rejecting this response because:

hello amazon never pay us yet


Sincerely,

**** ****

1/12/2016 Delivery Issues | Complaint Details Unavailable
1/12/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I received an email days ago telling me that my amazon account is closed for another account of mine's violation of Conditions of Use. However, the fact is that I only have one account and I've done nothing said in the email.I emailed back to appeal the decision.After a few emails, I was told that the decision is final and they are not going to reopen my account.Besides, I have 270 dollars of gift card balance and it's all gone. The orders I placed before the account being closed is canceled too. They just take away my 270 dollars without telling me exactly which policy of theirs I've violated. All they were telling me is that they cannot offer more information on this.

Desired Settlement: I want my account reopened and that's it.

Business Response: Hello,



I'm Madhavilatha 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.



I've reviewed your account with our Account Specialists, and confirmed the closure and messaging you received were in error - I apologize for any added inconvenience it may have caused you over this busy holiday season.  I've confirmed your account has been reinstated, and shared feedback with the team about your poor experience.



You should be able to sign in without any further problems. Please know the measures we took to verify your information was to protect you, and I regret it only resulted in frustration.



If you're still experiencing difficulty in logging into your Amazon.com account, please reach out our customer service team for assistance.



The current gift card balance on your account is $278.24. You can view your balance and usage history in Your Account here:



https://www.amazon.com/gp/css/gc/balance/



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.



To learn more about using your gift card, visit our Help pages:



http://www.amazon.com/help/gc



Please feel free to contact us directly by replying to bbb@amazon.com if we can be of further assistance.



Regards,

Madhavilatha A.
Amazon.com
http://www.amazon.com

1/12/2016 Delivery Issues | Complaint Details Unavailable
1/12/2016 Billing/Collection Issues | Complaint Details Unavailable
1/12/2016 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I purchased an item that was miss labeled using a visa gift card when I contacted the business they said they could only put the money back on the card used WHICH I DON'T HAVE ANY MORE it was a gift card i contacted Amazon 3 times to see if i could get a credit on my account they refused to work with me or listen that it was a gift card i dont have anymore and so they put the money on the gift card i can't Use so im still out my money andcant use the card

Desired Settlement: I dont have the VISA GIFT CARD so returning the money to the card is futile i cant use it so even just putting a store credit or special discount code for the amount spent attached to my Amazon account would be ideal

Business Response: Hello ******,


I'm Bhaskar 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.


Unfortunately, I'm unable to change your refund to another credit card. Due to debit and credit card regulations, we're required to process all refunds to the original payment method used for the purchase.


If you have another card with the same card issuer, the card issuer can usually apply the refund to your other card. If you don't have an account with the issuer anymore, they'll issue a refund check to you. Please get in touch with the card provider to ask about the options available.


To help you in this issue, I've made an exception and added $35.00 promotional credit to your account which will automatically applies to your next order for the items which are Shipped and Sold by Amazon.com. Your available balance appears in the payment section when you place a qualifying order for new items shipped and sold by Amazon.com. Eligible funds will be automatically applied to your qualifying order.


This promotional balance doesn't appear in Your Account (you'll only see gift card balances there).


To view the Terms and Conditions for using your promotional funds, go to our Help pages:


http://www.amazon.com/gp/help/customer/display.html/?nodeId=*********


We've forwarded your comments to the appropriate team for review. I appreciate the time you've taken to share your thoughts.


Best regards,
Bhaskar A.


Thank you.
Amazon.com

1/12/2016 Billing/Collection Issues | Complaint Details Unavailable
1/12/2016 Problems with Product/Service | Complaint Details Unavailable
1/12/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: A customer service representative made changes to my account without my consent. First they cancelled my Prime account without my asking, then they signed me up and charged my credit card again without my consent. This is a violation of my trust with the store, I let them store my credit card information and they took it upon themselves to violate that trust and make unauthorized charges.

Desired Settlement: I want to prevent this from happening to anyone else, please train your employees to ask before making changes.

Business Response: Hello ********,

I'm Purna Chander 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.

I'm really sorry the service we provided wasn't up to the usual standards you've come to expect from us at Amazon.com. We pride ourselves on resolving customer concerns quickly and accurately, and it's disappointing to see Customer Service wasn't able to provide you with the correct details surrounding your account - I've made sure to personally share your experience with our management team, so we can be sure proper training is provided in the future.

I understand your concern about the charge to your card without any notification towards Prime membership.

I see that your Amazon Student Program free trial was ended on December 26, 2015 and you were automatically upgraded to paid Prime membership.

When you sign-up for the Prime membership we display the terms of the program. This membership is initially offered as a trial and after the trial it is automatically upgraded to a paid membership, for this reason we ask you to enter the credit card details.

If you don't want to automatically renew your benefits when your membership expires, you may change the auto renew setting to "Do Not Renew." Unless you notify us before a charge that you want to cancel or do not want to auto renew, your prime membership will automatically upgrade to regular Prime membership.

I've confirmed your Amazon Prime membership has been canceled.

You'll receive a refund of $53.41 for the Amazon Prime membership fee. Refunds typically process within 2-3 business days and appear as a credit on your statement.

I've forwarded a suggestion to the Prime team about notifying the prime charge prior is a big help to customers. It's always important for us to hear how customers react to all aspects of shopping at Amazon.com. Customer feedback like yours helps us continue to improve the selection and service we provide.

Please feel free to contact us directly by replying to bbb@amazon.com if we can be of further assistance.

Regards,

Purna Chander N.
Amazon.com
http://www.amazon.com

1/12/2016 Problems with Product/Service | Complaint Details Unavailable
1/12/2016 Delivery Issues | Complaint Details Unavailable
1/12/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased hoverboard and was told I could return for credit due to safety issues - mainly fire After many emails back and forth and on line chats I received an address which was fake and no retail name give to return to They claimed the put thru A-Z claim that was never done and after many on line/phone chats I was told I did not have return but would receive full credit

Business Response: Hello ****,


I'm Srikanth 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.


I'm sorry to learn about the experience you've had with your recent order ******************** placed for "Two Wheels Smart Self Balancing Scooters Drifting Board, Electric Personal Transporter-outdoor Sports Kids Adult Transporter, Max 15 km/h (Blue) " and the seller couldn't assist you. I appreciate you taking the time to bring this to our attention.


Looking at your order, I see that it was placed with Candy Smile-Ships From Hongkong , a seller on our website. Orders through Amazon Marketplace work a little differently than those made directly from Amazon.com. These third-party transactions are between the individual buyer and seller, with Amazon.com serving as the venue for the exchange. Amazon.com is not directly involved in these orders--all fulfillment and shipping is performed by the sellers.


I understand that you wanted to return this item due to safety issues and the seller provided incomplete return address. All the seller orders that aren't eligible for Amazon Prime are covered by our A-to-Z Guarantee.  I've checked and see that the A-to-z Guarantee Claim was filed on December 21, 2015 for order ******************** . You can see the most current status of your claim at the link below:

https://www.amazon.com/gp/a-z-guarantee/help.html?orderID=*******************


Processing should be completed within 1-2 weeks of the date the claim was submitted. Once approved, your Guarantee reimbursement will be credited directly to the same payment method used for your purchase.


I'd like to ask you to send a report to our investigations team about this. Each report they receive is investigated and the appropriate action is taken. However, we won't be able to release the outcome of the investigation. Please go to the link below and select "Report a violation of our rules" as the subject line:

http://www.amazon.com/gp/help/reports


You may include the order ID if available. If the order ID isn't available, please include the ASIN in the comments and fill out the seller name field when submitting the form.


Please feel free to contact us directly by replying to bbb@amazon.com if we can be of further assistance.


Regards,


Srikanth.G
Amazon.com
http://www.amazon.com

1/12/2016 Billing/Collection Issues | Complaint Details Unavailable
1/12/2016 Problems with Product/Service | Complaint Details Unavailable
1/12/2016 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Amazon is trying to charge me for items I did not receive. I called and spoke to their customer service department four times about it. Each time thinking the issue was resolved only to later get an email that they plan to charge my credit card if I don't return the items I never received. My husband works from home and is here to receive packages and was home the day they say the items were delivered. They were not delivered or received. With the first call, I found out their records were falsified about the delivery. UPS damaged the order and it was returned to Amazon, NOT delivered to me as indicated on my order summary. The customer service rep, Jen, said she reordered the items (except for one that was no longer available) for me. Those (supposedly) reordered items were never received so I called again and spoke to Judd. Speaking to him was very difficult and frustrating because he could not speak English very well. I told him to cancel it all and refund the charges back to my credit card. He told me he credited those charges back to my credit card. I then got an email from Amazon stating they were refunding me less than they should have so I called a third time and spoke to Rachel. She told me I would be given the full refund and that it was all corrected. Then today, December 30, 2015, I received an email that if I didn't return the items (that I never received) that they had given me a refund for, my credit card would be charged $46.19 on January 13, 2016. I called a fourth time after receiving that email and requested to speak to a supervisor. I was put on hold for 35 minutes (by an unnamed man) and never got to speak to a supervisor. I'm still waiting for a supervisor to call me back. Needless to say, I will be contacting my credit card company to stop payment and I will no longer order anything from Amazon ever again.

Desired Settlement: I want to make sure I am not charged for the items not received.

Business Response: Hello ******,


I'm Bhaskar 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.


I'm sorry you received an e-mail notification indicating you were required to return the item; you shouldn't have received that e-mail notification.


I've fixed this error, and we won't be charging you again for the item.


I also want to confirm that we don't expect you to return the original shipment because you never received it.


Please feel free to contact us directly by replying to bbb@amazon.com if we can be of further assistance.


Best regards,
Bhaskar A.


Thank you.
Amazon.com

1/10/2016 Problems with Product/Service | Complaint Details Unavailable
1/9/2016 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: They suspended my selling privileges for 90 days and holding over $4,887.16 .of my money for poor selling performance. This is not true. We have been selling 2 pet windows a day. Some windows was ordered the wrong size and were return for a replacement for the right size. WE SOLD OVER 120 PET WINDOWS IN THIS PAST YEAR. They also suspended my account last year for not shipping TIKI ski poles which i never sold. I told them if you don't sell them you can't ship them. i need my money so i can pay my bills. if they keep this money for 90 days they should pay me HIGH interest @ 25%. many of my buyers said this is a great product and ordered a second pet window. They have no right to suspend me when my product has 5 stars listed AND KEEP ALL MY MONEY also I have a score of 91 THEY ALSO SAID MY CREDIT CARD IS NO GOOD. THIS IS NOT TRUE. ALL MY CREDIT CARDS ARE VALID.

Desired Settlement: They owe me $4,887.16 and I want it ASAP Also to cancel the suspension so i can continue my selling on AMAZON

Business Response: In accordance with the terms of this seller’s agreement with Amazon Services, we removed their selling privileges and placed a temporary hold on any funds in their seller account on May 14, 2015. The seller was notified of this decision by e-mail on that day.

The funds in the seller’s account are not eligible for transfer until August 12, 2015. The seller can write to us at **************@amazon.com on or after that date to request a transfer of any funds remaining in their seller account.

After thoroughly reviewing the accounts, we have decided not to reinstate their selling privileges.

Sincerely,

Merchant Review Team
Amazon.com

Consumer Response:


Complaint: ********

I am rejecting this response because:

Second complaint is Amazon prime. It seems that Amazon don't ask
you if you want prime, they just take it. They have every one's credit
card on file. They charge me $101.18 for prime that I never ordered.
They call it cash advance on my credit card. If they have a million
customers that adds up to $100,000,000. I had to call my credit card
to have the charge reversed. See all papers enclosed. I also
cancelled my chase amazon credit card.
Amazon on May 14 held $4,431.24 for three months. They claim
negative feedback, late shipments, pre-fulfillment order cancellations.
See paper enclosed. I ask Amazon to supply me the names and they
refuse to. Many of the customers ordered the wrong size. FED EX in
shipping broke the glass in the pet window and had to be reshipped.
Please see my web site****************** ********* *** *******
See complaints by customer on amazon corporate office
headquarters. see papers enclosed.
See how they kept my money for 3 months, starting on May 3, 2015
and on August 9, they paid me with no interest. and after spending
thousands of dollars on my pet window, i am left out in the cold, shut
off by AMAZON. I can't tell them that the customer ordered the wrong
size or the window got broken by FED EX


Sincerely,

****** ****

Business Response: While we appreciate the seller’s interest, we are unable to provide information on our investigation methods.

After a thorough review of their account and all information they have provided, we will not be reversing our decision.

Sincerely,

Merchant Review Team
Amazon.com

1/9/2016 Billing/Collection Issues | Complaint Details Unavailable
1/9/2016 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: I received a Netflix gift card that doesn't work or has already been used.

Desired Settlement: Give me a Netflix gift card that works and hasn't been used already.

Business Response:

Hello *******,


I'm Vijay K**** 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.

I'm really sorry for the trouble you've had in using the Netflix gift card.

Unfortunately, we'll not be able to send a replacement for your gift card. To make this right for you, I've processed a full refund so that you can purchase a new gift card. You'll see the refund in next 2-3 business days.

Once processed, you'll also be able to see the refund request here:

https://www.amazon.com/gp/css/summary/edit.html?orderID=*******************

Please feel free to contact us directly by replying to bbb@amazon.com if we can be of further assistance.

I hope this helps!

 

 

 

 

 

Regards,

Vijay K.
Amazon.com
http://www.amazon.com
============================

Consumer Response:
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

******* *****

1/9/2016 Delivery Issues | Complaint Details Unavailable
1/9/2016 Delivery Issues | Complaint Details Unavailable
1/8/2016 Problems with Product/Service | Complaint Details Unavailable
1/8/2016 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: There is a hard inquiry on my credit report from Amazon on August 30, 2014. I did NOT nor did I authorize anyone to EVER apply for credit with Amazon. This has negatively affected my credit scores and I would like it removed immediately. Theres no account listed...it was apparently just someone fraudelently trying to use my identity to open an account up and you all apparently denied it. But the hard inquiry remains and I would like that removed.

Desired Settlement: I would like Amazon to inform the credit bureaus that they want this hard inquiry from August 30, 2014 removed from my credit reports immediately.

Business Response: Hello *****,


I'm Mahesh 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.


I'm sorry to hear the problem with hard inquiry on your account. I understand you'd like it to be cleared.


I've checked your account under Amazon.com and see that there are no transactions, orders, declines, inquiries. I apologize we will not be able to contact your bank and inform them about the hard inquiry.


In this situation, please contact your bank or write us back with the Transaction details, we will investigate further.


Please feel free to contact us directly by replying to bbb@amazon.com if we can be of further assistance.


Regards,


Mahesh.V
Amazon.com
http://www.amazon.com

Consumer Response:
Complaint: ********

I am rejecting this response because: It has Amazon/Synergy Bank on the hard inquiry.  I would just like it removed from my credit reports.  

Sincerely,

***** *******

Business Response: Hello *****,


*****, I've reached out to our internal team who in turn has contacted Synchrony Bank. Synchrony Bank will contact you directly and resolve the issue, please allow them sometime.


If the Synchrony Bank doesn't contact you, please feel free to contact us directly by replying to bbb@amazon.com if we can be of further assistance.


Regards,


Mahesh.V
Amazon.com
http://www.amazon.com

1/8/2016 Problems with Product/Service | Complaint Details Unavailable
1/8/2016 Problems with Product/Service | Complaint Details Unavailable
1/8/2016 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I am both a seller and buyer (with an Amazon prime account). I am just an independent seller, with no major business. On Jan 3, 2016 I received an order to buy my 4 Lenox napkins. I noticed Amazon charged this poor woman $19.96 for shipping, when it was only $2.22! I contacted customer service and they said that their "system" charger this woman correctly! So I had to figure out how to partially refund her on my end, which I did. I then noticed that I was also charged 400% on my seller fees. I tried talking to 3 different customer service agents who were all foreign speaking, unhelpful, & rude. (An American company should employ AMERICAN workers!) I then tried to go through email and customer support e-mailed me back and said their "system" was right and they wouldn't be able to refund the seller fees that were overcharged! So I decided right then that I would never do business with Amazon again as a seller or buyer. On my seller account I deleted all inventory and sent a refund to that lady who bought the napkins (I also sent her an email explaining how Amazon would not fix the overcharges on their end!) I then submitted my request to have me seller account shut down. This morning I received am email from Amazon stating they couldn't shut down my account because I have a positive balance on my account. The balance is from the Lenox napkin order that I already submitted a refund for! So I called Amazon and demanded my account gr shut down and they refused!!!! In regards to my Amazon prime account, when I tried to cancel I couldn't! It said I wasn't entitled to a refund and it would still be active until October 16, 2016!!!! That is 10 1/2 months away! I have submitted a dispute to my bank for partial refund!

Desired Settlement: 1) Refund the customer her money that I sent back 2) CLOSE MY SELLER ACCOUNT 3) Close and refund my Amazon prime account in the amount of $45.87 (10 1/2 months I haven't used) 4) Stop sending American jobs overseas and give Americans who call in to customer support an AMERICAN whose first language is ENGLISH!

Business Response: Thanks for your inquiry,

The seller has requested that Order ID: ******************* be refunded to the buyer. A refund in the amount of $14.97 was applied on Sunday, January 3, 2016 5:10 PM (PST) and a subsequent refund in the amount of $36.95 was applied to the order on Sunday, January 3, 2016 9:38 PM (PST). The full amount of the order was refunded to the buyer. Additionally, I have initiated a refund in FBA fees to the seller in the amount of $24.22. This should cover the outstanding amount that is currently owed on their account.

Before the seller can close their account, they will need to pay the balance of FBA fees on their account (covered by above reimbursement). They can pay the balance by following the below resource page:

Making a Payment: https://sellercentral.amazon.com/gp/help/*********

Once the balance is paid, the seller can close their account using the following self-service resource page:

Close Account: https://sellercentral.amazon.com/gp/case-dashboard/workflow-details.html?ie=UTF8&workflowId=26

The seller also requested that their prime membership be cancelled and refunded. The seller's prime membership has been cancelled an a reimbursement to the original card on file has been applied in the amount of $52.43.

Pending reimbursements will take 3 - 5 days to process. If the seller has questions about the prime reimbursement they can reach out to customer service. If there are additional questions about how to close their account using the self service mechanisms, the seller can connect with seller support. Thanks.

Consumer Response:


Better Business Bureau:

As long as the seller fees will come out of the reverse transaction from the payment they shouldn't have sent over a couple of days ago from my seller account, then I agree. I should owe $0 in seller fees. Also, I did receive notice of my Amazon prime account being cancelled. I will also update the dispute with my bank when the refund for Amazon prime is received.

 

Additionally, I need to make sure Amazon will completely close my seller account within 48 hours of my seller account being at $0. Before I was told 90 days. That time frame is unacceptable.

 

As long as the above requirements are met, then the business response I accept.

 

I would like to request that this matter stays open until confirmation of the my seller account is closed and that my Amazon prime membership is refunded to my bank account.


I have reviewed the response made by the business in reference to complaint ID ********.

Sincerely,

***** *******

1/8/2016 Guarantee/Warranty Issues | Complaint Details Unavailable
1/8/2016 Problems with Product/Service | Complaint Details Unavailable
1/8/2016 Billing/Collection Issues | Complaint Details Unavailable
1/7/2016 Billing/Collection Issues | Complaint Details Unavailable
1/7/2016 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: On November, 2, 2015 I ordered a "Dell Ultra HD 4k Monitor P2715Q 27-Inch Screen LED-Lit" Monitor. It was supposed to deliver on Nov 03, 2015, but I did not received it at that day. I waited two more days, still received nothing from Amazon. So I decided to contact Amazon through chat system. I was told to wait 3-5 business days for them to process the refund request. I waited 10 days without a single call or email from amazon, so I tried to call them again. This time a lady told me to wait 2-3 business days to receive a refund. 5 days later I did not hear anything back from them, I was so mad and contacted them, they about to tell me to wait 2 more days, but I asked them to speak with their supervisor. Their supervisor promised me that I will receive my refund within 3 business days. I was so tired of dealing with them, so I filed a claim to my Bank and get my money back, but after a while amazon send me a letter shows me that I owned Amazon 514$ and they put my account on hold and sending another email forcing me to pay the balance.

Desired Settlement: I want Amazon to remove the hold from my Amazon.com account, and adjust the error. don't ask me to pay fees that I'm not supposed to pay.

Business Response: Hello *****,



I'm Raghavender 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.



I'm very sorry to learn about the difficulties you've encountered with your Amazon.com account and TRS--it's definitely not the experience we wanted you to have.



Our payment processor, TRS Recovery Services, has been notified by your financial institution that it was unable to process a transaction relating to your recent Amazon.com order(s). As a result, you will need to contact TRS Recovery Services directly to resolve this matter.



Amazon.com uses TRS Recovery Services, Inc. ("TRS Recovery Services") to process customer payments made via electronic bank account transfers. Some of the more common reasons that this may occur include, mis-keying account numbers and/or routing numbers, omitting digits to account numbers or recent changes to your financial institution's ABA Routing Number and/or account number structure. You may be receiving, or have already received, a telephone call from TRS Recovery Services regarding this issue. This contact was authorized by Amazon.com.



Most processing errors are correctable with some simple changes to the electronic funds transfer request. TRS Recovery Services has a toll-free number you may use to contact them in order to provide the information necessary to reprocess this transaction. This call should take just a few minutes, provided you have your banking information readily available.



Please call (800) 366-1049 (outside of the US, call 713-567-0499), Monday through Friday, between the hours of 7:00 a.m. to 9:00 p.m. CST, or Saturday between the hours of 8:00 a.m. to 5:00 p.m. CST. Both TRS Recovery Services and Amazon.com appreciate your response and attention to this matter within the next three business days. Once you have addressed this issue with TRS Recovery Services, Inc., please allow two to three business days for your payment to clear.



Please note that your Amazon.com account will be placed on hold until TRS Recovery Services has collected the total funds due. This means that you will not be able to access your account/order information online.



We will remove the hold from your account when TRS Recovery Services confirms that the amount in question has been paid in full.



Thank you for your prompt attention to this matter. Please feel free to contact us directly by replying to bbb@amazon.com if we can be of further assistance.


Regards,


Raghavender S.
Amazon.com
http://www.amazon.com

Consumer Response:
Complaint: ********

I am rejecting this response because: Why do I need to pay for something that I did not receive. Amazon fail to delivery the item to me, and they ask me to pay for it? This is a crime. As I stated I did NOT receive the item, so why Amazon forces me to pay for the item?  In the Amazon's letter that respond to me in this complaint, all they did was copy  and paste from automatic system . It is clearly that they have no respect to this complaint.

Sincerely,

***** ******

1/7/2016 Delivery Issues | Complaint Details Unavailable
1/7/2016 Advertising/Sales Issues | Complaint Details Unavailable
1/7/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased a netgear router from Amazon.com on August 9th which was delivered on Aug 13th 2015. All of a sudden it stopped working on Jan 2nd 2016. I asked for a replacement since I paid $117 for this and I don't expect it to stop working after just 4 months of use. Amazon.com denied my request.

Desired Settlement: I need a replacement.

Business Response: Hello *****,


I'm Raghavender 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.


I’m sorry to hear that you've had a problem with your "NETGEAR N450 WiFi DOCSIS 3.0 Cable Modem Router (N450-100NAS)."


I see that you've placed this order #******************* on August 9, 2015. Because more than 30 days have passed since you received this item, we can no longer accept a return/issue replacement. Our returns procedures state that within 30 days of delivery of your order, you may return most merchandise in new condition, with the original packaging and accessories, or any defective merchandise, for a full refund.


I'd recommend contacting the manufacturer to see if the problem in question is covered by the manufacturer's warranty. Please get in touch with the manufacturer immediately, they may offer a repair or replacement service.


Here’s their contact information:


Netgear
Phone: ************
http://www.netgear.com/


When contacting the manufacturer, you may want to have the following information handy: the model number, serial number, and part numbers.


The manufacturer may require a proof of purchase, such as an invoice. You can view and print an invoice for your order from this link:


https://www.amazon.com/gp/css/summary/print.html?orderID=*******************


While our goal is to provide our customers with as much information and assistance as we can, the manufacturer has more specific information than we do about their products. Usually customers will receive the information they need from the manufacturer in a helpful manner.


If the manufacturer can't help to fix the defect or replacement, contact us again by replying to email so we can determine how best to proceed.


Please feel free to contact me directly by replying to bbb@amazon.com if I can be of further assistance. We hope to see you again soon.


Regards,


Raghavender S.
Amazon.com
http://www.amazon.com

Consumer Response:
Complaint: ********

I am rejecting this response because:

 

I already contacted through their site and this is what I got:

 

Contact NETGEAR Support
Thanks! We’re ready to help you with this product:
Product Model : *******
Purchase Date : 13-Aug-2015
Warranty Replacement
Our records indicate that your product warranty coverage has expired.
If you believe your product is still covered under warranty, you can contact our experts who can validate 
your product warranty. Please note that you will be required to submit a proof of purchase for this claim.
 


Sincerely,

***** ****

1/7/2016 Guarantee/Warranty Issues | Complaint Details Unavailable
1/7/2016 Problems with Product/Service | Complaint Details Unavailable
1/7/2016 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I placed an order for 3 16oz jars of almond butter at $26.49. A week later I was informed of an availability issue and that my order was cancelled. The email informing me of the cancellation included a link to a page for the same product at $37.98. Alarmingly, this 48 ounces of almond butter was also listed with a price per ounce of "$0.59" making it appear much cheaper than in my local stores when in fact the price per ounce is $0.79.

Desired Settlement: Taking a quick browse around other food products, it appears that the price per ounce in Amazon's food product listings is frequently inaccurate. Amazon should either remove price per ounce or insure accuracy.

Business Response: Hello ******,


I'm Suresh of 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.


The items on our website can be broadly classified into 3 categories - :


1. Items that are "Shipped and Sold by Amazon" = Amazon stores item at Fulfillment center, Amazon ships item, Amazon takes care of all order issues.


2. Items that are "Fulfilled by Amazon" = Seller provides item to Amazon, Amazon ships item, Amazon takes care of all order issues.


3. Items that are "Shipped and Sold by Seller" = Seller gets inventory of item, Seller Ships Item, Seller takes care of all order issues.


We consistently offer competitive prices/promotions on everything we carry; however, the prices/promotions on our website are subject to change. We look at several factors to make sure that our prices reflect the item's market value and to make sure that it's a good value for you and all of our customers.


However, pricing for merchant items are determined by the individual merchant--not by Amazon.com. Sellers on our website are allowed to sell items at any price they feel is fair. However, we do have rules sellers must follow:


http://www.amazon.com/gp/help/customer/display.html?nodeId=*******


I appreciate the time you took to write to us with your comments, and will be sure your feedback is passed on to the appropriate people in our company. We'll consider your feedback as we plan further improvements.


Please feel free to contact us directly by replying to bbb@amazon.com if we can be of further assistance.


Regards,

Suresh P.
Amazon.com
http://www.amazon.com

Consumer Response:


Complaint: ********

I am rejecting this response because:

Your response did not address the actual concern raised in my complaint.  I am not objecting to prices changing periodically.  I am pointing out that you have pages listing a price next to a price-per-ounce that is inaccurate. 


Sincerely,

****** ******

1/7/2016 Problems with Product/Service | Complaint Details Unavailable
1/7/2016 Advertising/Sales Issues | Complaint Details Unavailable
1/7/2016 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I sold a book on Amazon; the seller received it. Amazon claimed I did not confirm shipment, which I DID. I did not have the tracking number handy at the time to add to that confirmation, however. They have since cancelled the sale and are REFUSING to pay me for it, even though the seller HAS received the book. The ship/received dates are below. I am also an Amazon seller who spends thousands at Amazon.com I WANT PAYMENT IMMEDIATELY or will plan to file a lawsuit for this very minimal amount. Tracking number: **** * **** * **** * **** * **** * ** Ship Date: 11/25/15 Received by Buyer on: 12/01/15

Desired Settlement: I want to be paid the amount that I am OWED by Amazon. This small amount does not seem worth losing a longtime customer who spends thousands of dollars each year with Amazon. Extremely disappointed.

Business Response: The seller has 30 days after the order is shipped to confirm it. It is stated in the Help Section for managing orders:  "If you do not confirm shipment of an order within 30 days of the order date, we will automatically cancel the order and will not charge the buyer, even if you already shipped the order." (https://www.amazon.com/gp/help/customer/display.html?nodeId=*********).

The order was placed on 11-19-2015, the seller shipped it. Based on the tracking information provided by the seller on the correspondence sent to the BBB, the order was shipped on 11-25-2015. The seller had 30 days to confirm he had shipped this order. Several email reminders were sent to the seller on November 11-25-2015, 11-27-2015, 12-20-2015 and 12-24-2015 informing him his order was not confirmed and that is was at risk of being cancelled. After these 4 reminders were sent, the order was not confirmed and therefore cancelled.

Consumer Response:
Complaint: ********

I am rejecting this response because: I DID confirm the shipment! I just did not have the tracking number to add to it at the time. NO COMPLAINTS HAVE BEEN LEFT BY THE BUYER – BUYER RECEIVED THE BOOK.

Sincerely,

***** ********

1/7/2016 Problems with Product/Service | Complaint Details Unavailable
1/7/2016 Delivery Issues | Complaint Details Unavailable
1/7/2016 Delivery Issues | Complaint Details Unavailable
1/6/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Concerns: No response from Amazon concerning Credit Card: I have tried to contact Amazon by all methods and have had no response . Therefore, I am asking if you can get some response from this very large group. I have asked for your help many times and have always gotten response from the b7fOUp involved. I do thank you for this help. 1 have enclosed two letters I have written. Also a word for word from Amazon regarding the Credit Card I requested." Amazon Rewards Card from Chase $80.00 Amazon. com Gift Card will be instantly loaded into your Amazon.com account approved of your CC application. Start using you CC." I was placing an order, and this offer was presented. If the application was not accepted, I should have the knowledge of the problem. No questions asked. I had to give my Social Security number several times to obtain the status of the application. This is a concern. Thanking you again for your help and would appreciate any response you can get from Amazon or Chase. I have no idea as to where to get help. 1 have used Amazon for many years and have Prime membership so this problem is baffling.

Desired Settlement: ***Please See Above****

Business Response:

Hello *****,

I'm Vijay K**** 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.

I've researched and see Chase bank has already approved your card and added the gift card balance to your account. You can use your Amazon Visa card to place your future orders.

The current gift card balance on your account is 80.00. You can view your balance and usage history in Your Account here:

https://www.amazon.com/gp/css/gc/balance/

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.

To learn more about using your gift card, visit our Help pages:

http://www.amazon.com/help/gc

Please feel free to contact us directly by replying to bbb@amazon.com if we can be of further assistance.

 

 

 

Regards,

Vijay K.
Amazon.com
http://www.amazon.com
============================

Consumer Response:


Complaint: ********

I am rejecting this response because:

December 27,2015
BB complaint ** ******
Thank you for responding to my complaint. I have had a response from Amazon via
Yijay K****. It was an apology for the problem and would get an update from Chase
bank. Since all communications were through Amazon phone number 888-2 80-3321 and
talk ing to a person at this number and the gift card would be loaded instantly into your
Amazon .com account, I do not understand why Chase would be the one to contact.
Yijay K**** stated that this issue would be forwarded to the appropriate team. I hope to
hear from this team soon.
Thanking you again for your help. This problem will only be resolved when 1 hear from
Amazon and hope they wi ll communicate with BB.
***** ******
*** ***** *** ********** ***** ********** **
Sincerely,

***** ******

Consumer Response:


Better Business Bureau:

A response was received December 28th from Amazon.
I use this group many times as we live several miles from a shopping area. 1 use my
Prime membership. For this reason, I will reluctantly continue using Amazon.
The notice from Amazon: "Congratulations you were approved for the Amazon. com
rewards Visa." "You will receive via mail in two weeks". 1 wi ll try to print all of the
notice and send it but will need to wait for a knowledgeable grandchild who knows how
the communicant from I-pad to printer. If you would like to read it use my e-mail address
and click in to the notice************ @gmail.com.
- Again, I thank BBB for your help. Consider this problem resolved.(I hope) Can' t
understand why it took you(BBB) to get their attention.


Sincerely,

***** ******

1/6/2016 Problems with Product/Service | Complaint Details Unavailable
1/6/2016 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: I have not received my package from Amazon.com I called to my a clean that told me they was closing my account did't give me a reason for the closing.

Desired Settlement: I world like to get my account reopen.

Business Response: Hello *****,


I'm Swetha 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.


I've reviewed your e-mail and understand you're concerned about our decision to close your account.


We closely examined your account, your order history, and your related accounts to ensure that any decision regarding your account was made according to our policies.


I can confirm that the information you received from our Account Specialist team is correct. The decision to close your account is a final decision and we won't be considering further requests to reinstate them. Please know, any attempt to open a new account will result in the same action.


We have exercised our option under our Conditions of Use to sever our business relationship. Our ''Conditions of Use'' policy states ''Amazon reserves the right to refuse service, terminate accounts, remove or edit content, or cancel orders in its sole discretion". You can read the full details of this policy at the following link:


http://www.amazon.com/gp/help/customer/display.html/?nodeId=******


I realize you're upset, and I regret we've been unable to address your concerns to your satisfaction. However, we'll not be able to offer any additional insight or action on these matters, and any further inquiries on this matter will not receive a response.


Regards,


Swetha K.
Amazon.com
http://www.amazon.com

Consumer Response:


Complaint: ********

I am rejecting this response because:

The reason why I am writing to you guys because my amazon.com account got hacked some got my password in someone open a amazon credit card in my name. when I change my password on my account in when I did that I want to buy something on amazon but I could not because you guys close my account. You guys said I got a an item in you guys said I said I don't receive it I don't have any ide about this. so I want to my local police department to file a police report so I would to get this fix.

I just need my account I have already contact the credit bureau about this so they are working on it. I just need a brand new account if this dose work I will get a lawyer I hope we can settle it from her.

Sincerely,


***** *******

Business Response: Hello *****,


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'm sorry for the disappointment of your closed account.


I can confirm that the information you received from our Account Specialist team is correct. A careful review of your account reflects that you've ordered with us a number of times, but we're having difficulty getting your packages to you.


It's very important to us that our customers receive the products they purchase from Amazon.com. We appreciate your business and regret that these items haven't been delivered to you. Certainly, such lost shipments are inconvenient for you and costly for Amazon.com.


When unusual account activity such as this comes to our attention, we'll evaluate each account on a case-by-case basis to determine if additional action or closing of the account is necessary.


A review of your account indicates that you've requested refunds on a majority of your orders. However, the rate at which such problems have occurred on your account is extraordinary, and it cannot continue.


Since the problems continued, we closed the account to avoid further inconvenience to both the parties.


Regarding the Order#******************* which you specified you did not received. We contacted Ontrac and they confirmed that the order was delivered to you on August 19, 2015 02:37:00 PM. In this case, we are unable to issue refund.


The decision to close your account is a final decision and we won't be considering further requests to reinstate them. Please know, any attempt to open a new account will result in the same action.


We have exercised our option under our Conditions of Use to sever our business relationship. Our ''Conditions of Use'' policy states ''Amazon reserves the right to refuse service, terminate accounts, remove or edit content, or cancel orders in its sole discretion". You can read the full details of this policy at the following link:


http://www.amazon.com/gp/help/customer/display.html/?nodeId=******


I realize you're upset, and I regret we've been unable to address your concerns to your satisfaction. However, we'll not be able to offer any additional insight or action on these matters, and any further inquiries on this matter will not receive a response.


Regards,


Swetha K.
Amazon.com
http://www.amazon.com

1/6/2016 Problems with Product/Service | Complaint Details Unavailable
1/6/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Faulty products from a vendor, getting hung up customer on by customer service reps and lack of timely refund so I can purchase a Christmas gift for my child. Amazon customer service reps inability to listen or provide resolution has created a stressful and unacceptable lack of resolution

Desired Settlement: Since Amazon is unable and unwilling to do an immediate refund I am willing to accept and exchange with a Lenovo Flex 3 with an additional charge to my credit card. In addition I would like the company in question, XP Pen banned from Amazon. And other options of resolution need to come from someone in Amazon who has the authority to deal with the situation.

Business Response:

Hello,

 

I'm Madhavilatha 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.

I'm sorry this has been a disappointing order experience for you; this normally doesn't happen.

 

 

I understand you want to cancel the order # ******************* placed with third party seller XP-PEN Technology.

 

Orders placed with registered sellers on our website work a little different from those shipped and sold by Amazon.com. The fulfillment and shipping is done by the seller--Amazon.com is not directly involved in these orders. Order assistance including order information, order changes, returns, replacement or refunds is provided by each seller based on their policies.

Unfortunately, I'm unable to cancel your order (#*******************) myself because it's being shipped by a seller on our website. We're slightly limited in that we're not able to exchange or issue refund for the seller order. Please check the seller's return options; if the item is eligible for return, return it to the seller when it arrives. The seller should request a refund for the order upon receiving your return.

 

 

I've applied a $30 promotional discount directly to your account for use on your next Amazon.com order. I hope you'll accept this as both a gesture of goodwill and an apology for this bad experience.

When you place your next qualifying order, you'll see the promotional funds listed on the Order Summary page, just before you submit your order. If the funds aren't shown, please read the following to ensure your order qualifies:

http://www.amazon.com/gp/help/customer/display.html?nodeId=*******

 

If you don't receive a refund from the seller four weeks after returning the item, you're eligible to submit an A-to-z Guarantee claim here:

https://www.amazon.com/gp/a-z-guarantee/submit-claim.html

Your claim will be processed in 1-2 weeks. Once approved, your Guarantee reimbursement will be credited directly to the same payment method used for your purchase.

 

 

I've reviewed all your correspondence with the seller, we're fully aware your interactions with the sellers on our site reflect on us as a whole. Please know we monitor each seller's performance and will take appropriate action if their listings become problematic. Asking you to change the seller rating or feedback you submitted is a violation of our Community Rules posted here:

http://www.amazon.com/gp/help/customer/display.html/?nodeId=*******

Violations of our Participation Agreement, of which these Community Rules are a part, can result in suspension of the seller's Amazon.com account.

However, I've filed a report to our Seller team on your behalf. All reports are investigated thoroughly, though for privacy reasons we do not share the results of our investigations.

I also regret customer service assistance you received, I've personally follow-up with our Customer Service Management team on any coaching opportunities to ensure proper training is provided to avoid situations like this in the future.

Information about A-to-z Guarantee claims, including processing times and how to check your claim status, can be found here:

http://www.amazon.com/help/a-to-z-guarantee

 

 

We regret the frustration you've experienced and hope that you'll feel comfortable returning to our site in the future.

 

 

Please feel free to contact us directly by replying to bbb@amazon.com if we can be of further assistance.

Regards,

Madhavilatha A.

Amazon.com

http://www.amazon.com

1/6/2016 Billing/Collection Issues | Complaint Details Unavailable
1/5/2016 Billing/Collection Issues | Complaint Details Unavailable
1/5/2016 Delivery Issues | Complaint Details Unavailable
1/5/2016 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: I have made about 10 purchase fro amazon.com each time I requested that my deliveries will be signature confirmed and that means the delivery driver will not leave the package at my front porch and must get my signature before releasing the package! That request was denied from me each time resulting in 50% of the packages never received by me even though it would show that it was delivered on my front porch where I live on a busy street. 17 days ago a package I purchased was reported to be left at my front porch but I never received that package. I have contacted Amazon.com several times to request a a refund but they keep denying me that. I I have been told 6 to 7 times that I will be contacted by someone within 24 hours but I never do, as a matter of a fact each time I contact them they tell me there is no record of me involving this incident with not receiving this order so then they tell me the same thing that they will contact me within 24 hours but they never do!

Desired Settlement: I would love my refund of course and I want them to never deliver a package with out getting my signature first is that too hard to ask????? Really?????

Business Response:

Hello,

 

I'm Madhavilatha 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.

 

I'm sorry for the trouble you had with the delivery of your recent order #*******************.

 

I've checked UPS tracking and confirmed that this package was delivered to mentioned address. As mentioned, since carrier tracking confirms the delivery of this package, we're no longer able to replace item or refund it.

 

Tracking link: https://wwwapps.ups.com/WebTracking/track?track=yes&trackNums=******************&loc=en_ie

 

However, you may want to report this incident with the carrier to your local inspector.

 

 

 

Pursuant to our "Conditions of Use", noted under "Risk of Loss" online:


"All items purchased from Amazon.com are made pursuant to a shipment contract. This means that the risk of loss and title for such items
pass to you upon our delivery to the carrier."

 

I realize you've asked for signature delivery for your orders, but this is not a service we offer as a shipping option.

 

Due to the value of some items, a signature will be required at delivery for certain orders. Some carriers, such as UPS, allow customers to set their delivery preferences on their website. However, the signature requirement from Amazon will override these delivery preferences.

 

Carriers may also require a signature if the package is delivered to an apartment, condominium, or business complex, or if the driver feels there isn't a safe place to leave the package at the delivery address. If you won't be home when you expect the delivery, you might want to leave a note asking the driver to leave the package with a neighbor or building manager or at secure location. Otherwise, it may be easier to have the package delivered to your business address instead.

 

We take this type of feedback very seriously and I will be personally forwarding your feedback about requiring signature on the delivery to our Transportation business team. It's important that they hear from our customers about what makes them happy and what causes inconvenience and all of this feedback is taken into consideration as we plan improvements within Prime and our shipping.

 

Please feel free to contact us directly by replying to bbb@amazon.com if we can be of further assistance.

 

 

Regards,

Madhavilatha A.

Amazon.com

http://www.amazon.com



Consumer Response:


Complaint: ********

I am rejecting this response because:

 

I am supposed  to be covered by the A to Z guarantee for buyers! If I do not return my money back my Lawyer told me he will get my money back and then you will have to pay for all the Lawyers fees which will cost about $ 3,200 dollars. What is it going to be? 

 

Sincerely,

****** *****

1/5/2016 Problems with Product/Service | Complaint Details Unavailable
1/5/2016 Billing/Collection Issues | Complaint Details Unavailable
1/5/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I ordered a LG Electronics 55LF6300 TV from Amazon on 10/31/15 ORDER # *******************. I was careful not to open the TV in case it needed to be returned. Unfortunately, I discovered that the television doesn't have a certain feature advertised in the manual / technical documentation. The reason I ordered this off amazon is their (normally) great return policy. At no point in the checkout process was I informed this was a "no returns" item, or any sort of return policy which might differ from their normal return policy. Clearly, I wouldn't have ordered this if I had been aware of the changed return policies. I attempted to return the television fairly promptly after discovering the issue, but the seller and amazon don't allow any sort of return even in an unopened package. I like amazon and hope to continue ordering from you with the same confidence as before after this has been resolved.

Desired Settlement: Refund of $819.99 which is the purchase price. Still glad to return the unopened TV.

Business Response:

Hello from Amazon.com.

All third party sellers on Amazon.com have a return policy published and available for consumer review prior to purchase.  Although many sellers match Amazon's retail return policy, not all sellers will. The seller's return policy can be viewed at:

http://www.amazon.com/sp?_encoding=UTF8&asin=&isAmazonFulfilled=&isCBA=&marketplaceID=ATVPDKIKX0DER&orderID=&seller=A17MC6HOH9AVE6&tab=returns&vasStoreID=#aag_returns

As the seller states, they do not accept returns on televisions which exceed 47 inches.  Amazon strives to maintain a platform which is fair to both buyers and sellers.  As such, we have no way to compel the seller's willingness to revise their posted policies to accept a return. 

Thank you,


Consumer Response:


Complaint: ********

I am rejecting this response because:

After adding the item to the shopping cart, at no point during the checkout process does it say the return policy is different than the amazon.com policy. Also, there's no reason to not accept returns on this item. It is still unopened in the original box.

Sincerely,

***** *****

1/5/2016 Problems with Product/Service | Complaint Details Unavailable
1/5/2016 Advertising/Sales Issues | Complaint Details Unavailable
1/5/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Purchased a memory card from Amazon.com. The brand is Amazon Basics. The card corrupted while we were on vacation. We were devastated as it contained all of our vacation pictures. We thought we lost all pictures until we found a Data Recovery company that recovered all our pictures. The Data Recovery company told us this is a poor quality memory card and not surprised that the controller failed and corrupted. We couldn't believe Amazon would put their name behind this product..

Desired Settlement: Reimburse us for the recovery service fee.

Business Response: Hello ***,


I'm Jahnavi 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.

I apologize for the inconvenience you've experienced due to the failure of the memory card. However, I'm glad that you're able to recover photos.


I understand you'd like us to compensate for the amount you've incurred to recover the photos. I've checked the order and see that it was ordered on September 27, 2011. According to the warranty, we'll replace defective AmazonBasics products for up to a year after they're purchased or for 90 days from shipment of a replacement, whichever is longer.


While I completely sympathize with your situation, I'd like to confirm that we won't be able to reimburse for the recovery service fee given that the product purchased four years ago.


Our ''Conditions of use'' policy under disclaimer of warranties and limitation of liability states 'amazon will not be liable for any damages of any kind arising from the use of any amazon service, or from any information, content, materials, products (including software) or other services included on or otherwise made available to you through any amazon service, including, but not limited to direct, indirect, incidental, punitive, and consequential damages, unless otherwise specified in writing."


I realize you're upset, and I regret we've been unable to address your concerns to your satisfaction. However, we'll not be able to offer any additional insight or action on these matters, and any further inquiries on this matter will not receive a response.


We appreciate your business and hope to have the opportunity to serve you again in the future.


Please feel free to contact us directly by replying to bbb@amazon.com if we can be of further assistance.


Regards,

Jahnavi K.
Amazon.com
http://www.amazon.com

Consumer Response:
Complaint: ********

I am rejecting this response because: Amazon sold a defective product which resulted its customer a huge loss. In addition, Amazon refuses to take any responsibility in this matter. I've attached the receipt for the data recovery service.

Sincerely,

*** ****

1/5/2016 Problems with Product/Service | Complaint Details Unavailable
1/5/2016 Problems with Product/Service | Complaint Details Unavailable
1/5/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: My account at Amazon had the e-mail address changed without my authorization,. I was able to log in with my password and then change it back. Later in the afternoon, attempts to log into my account led to bad password errors. I contacted amazon only to find out that my account has been disabled and i have to wait 1-2 days for the issue to be investigated and my account be reactivated. I was told that if I needed to purchase anything from amazon now I would need to create a new account, and would not have access to the prime membership that I subscribe to yearly. There was no better solution and I am missing out on 2 days of my prime membership and potential purchases,

Desired Settlement: I should be compensated for the time I am without my account and there should be better security measures in place to prevent this happening to users.

Business Response: Hello ******,


I'm Srikanth 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.


I'm sorry to learn about the issues you've had with your Amazon.com account and you had to change your password multiple times. I appreciate you taking the time to bring this to our attention.


Please understand that our account specialists believed that an unauthorized party might have accessed your account and took the following actions:

-- Disabled the password to your account.
-- Reversed any changes made by this party.
-- Canceled any pending orders.


I hope you understand that we've taken the above actions only to protect your account information but not to cause any inconvenience to you. Rest assured, your account is reinstated now and you can continue to place the orders and use your Prime benefits.


I realize the hassle you had to go through during this process where you were asked to reset your password multiple times. I've taken this as a feedback and have forwarded to the appropriate people in our company who'll want to hear about your experience.


Thank you for your patience with this security measure.


Please feel free to contact us directly by replying to bbb@amazon.com if we can be of further assistance.


Regards,


Srikanth.G
Amazon.com
http://www.amazon.com

Consumer Response:


Complaint: ********

I am rejecting this response because:

I just keep getting the same explanation with no offer to compensate me for my troubles.


Sincerely,

****** ********

1/5/2016 Problems with Product/Service | Complaint Details Unavailable
1/5/2016 Problems with Product/Service | Complaint Details Unavailable
1/5/2016 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: amazon.com Very upset tonight spent 300.00 on a christmas present that was to arrive by 8pm tonight......when i called to find out why it had not arrived was told it would not be here by christmas but according to their web site it had been shipped. all i asked was to have my money refunded to my credit card and was told that would not happen also....very upset as a prime member for many years....

Business Response:

Hello *****,

I'm Kalyan P***** 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.

We received your request and extend our apologies for any inconvenience this has caused. I've checked the status of the order #******************* and see the tracking shows delivered on Tuesday, December 22, 2015 at your front door. Please let us know if you were able to locate the package, so that we can investigate further and do the needful.

Your experience here has been highly unusual and is not at all typical of what you can expect when shopping with us. You're a long-time and valued customer of Amazon, and I hope you'll give us another chance.

Please feel free to contact us directly by replying to bbb@amazon.com if we can be of further assistance.

 

 

Regards,

Kalyan K

Amazon.com

http://www.amazon.com

 

1/5/2016 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I placed order ********************* on December 13, 2015 with GUARANTEED delivery by December 16th, 2015. The items were to arrive in 4 separate packages. One package (containing 6 items) did not arrive on the 16th, so I checked my tracking. Tracking was not uploaded and the delivery date had been changed to December 18th, 2015. Again, my package did not arrive and I still did not have a tracking number. On December 19th I was issued a refund (without my knowledge or request) by amazon. My wife called Amazon customer service and was informed that the items "were out of stock" and "could not be delivered by Christmas". We were informed that Amazon had automatically issued a refund. HOWEVER, when I checked online, the items were still showing as in stock with GUARANTEED arrival before Christmas. On the 20th, I again failed to receive a package ( order #: *******************) with GUARANTEED delivery. I called and was informed that my package would definitely arrive by 8pm. While on the phone, I addressed the previous issue with order ******************* and was informed that the first customer service agent "lied" about the items being out of stock. This representative stated that my package was undeliverable by fed-ex. The representative then proceeded to call fed-ex on a conference call who stated they never received the package to ship. They stated that a label was printed, but the package was never in their possession. The amazon agent said she would call me back about both orders. At 8pm, my package had still not arrived and the agent had not given me a callback. I called and spoke with Julia. Julia stated that although their website says "GUARANTEED" delivery, that it is not actually guaranteed and is only an estimate. If this is true, then offering GUARANTEED delivery on their website is false and deceptive advertisement. I have requested a refund on my prime membership (which I have not been granted), as I no longer want to do business with this company

Desired Settlement: I want a full refund of the amount I paid for my prime subscription, which was $99. I subscribe to this service for convenient and dependable shipping. I have not received what I have paid for.

Business Response: Hello ****,


I'm Bhaskar 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.


I understand your concern about your recent experience with Amazon.com and I'm sorry for the inconvenience.


In general, if your order qualifies for Guaranteed Accelerated Delivery, your shipping costs can be refunded if we miss our promised delivery time. If you received free shipping through Amazon Prime, you may be eligible for a free one-month extension when the promised delivery date isn't met. Prime Extensions are limited to one per free trial and 12 for an annual membership.


You can find these details in the following help page:


https://www.amazon.com/gp/help/customer/display.html/ref=pe_584750_33951330_help_search_1-2?ie=UTF8&nodeId=201117450&qid=1448578925&sr=1-2


As you are not happy with the prime membership, we've canceled it and issued full refund of $108.41 in 2 parts ($81.30 + $27.11). This refund has been issued by making an exception to our standard policy.


Refunds typically process within 2-3 business days and appear as a credit on your statement.


Please feel free to contact us directly by replying to bbb@amazon.com if we can be of further assistance.


Best regards,
Bhaskar A.


Amazon.com
http://www.amazon.com

1/5/2016 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: Amazon states that Prime members get two-day shipping on all Prime items; however, almost everything I have ordered for Christmas in the last 10 days has not arrived within two days. Two of the items will not be arriving until Christmas Eve even though I ordered them five days ago. Amazon should not be advertising that an item is a Prime shipping product if they can't deliver it within two days. Very misleading!

Desired Settlement: I want Amazon to honor their Prime shipping promise.

Business Response: Hello ******,


I'm Jones E***** 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.


I'm sorry for any disappointing experience you've had with Prime Two-day shipping.


I completely agree that your package should arrive with-in 2 business days when an order is placed using Prime two-day delivery. Please know that, the estimated/guaranteed delivery date for an order is based on a number of factors like availability of items, shipping method chosen, special requirements for an item etc., to name a few. Such requirements may affect the delivery date for the order.


The estimated delivery date is provided during the checkout itself. It's not our intent to mislead customers about estimated delivery dates. The date(s) provided during the checkout process are absolutely when we expect your items to arrive, and packages that are late are the anomaly rather than the norm. For instance, some items are in stock but not at a fulfillment center that can ship items with guaranteed next day delivery. We don’t ever want the delivery date to be a surprise, and that’s why we provide the date during the checkout process for review.


In each case, the delivery estimate accounts for one/two business days in transit, and it doesn't include any preparation time or weekend days. I'm sorry, if you aren't aware of this.


I've shared your experience with our shipping department so that they will review and work on future improvements. Customer feedback like yours really helps us continue to improve our store and provide better service to our customers.


Please feel free to contact us directly by replying to bbb@amazon.com, and let us know if any of your orders were delivered after the estimated/guaranteed date so that we will investigate further.


We appreciate your business and hope to see you again soon.


Regards,


Jones E*****


Amazon.com


http://www.amazon.com

1/5/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I ordered a product with promotional credit. When I received the item, the box was damaged and the item was defective although seemingly unrelated. I called to return the item and was told that since I purchased with promotional credit, I could not return. However, after discussing further and explain that the product was defective they agreed to issue the promo credit back. They also agreed to issue promo credit for the cost of the box to return the item and back and forth wither their customer service. The main issue is now that I've returned the item, first they say It has not been received despite confirmed delivery by UPS three days ago. Second, after calling customer service to discuss that issue, they say there is no notes of the previous discussions regarding the return or promotional credit. So now I'm out the cost of the box (27$), no item regardless of defectiveness, and wasted 40$ in promotional credit.

Desired Settlement: Amazon to contact me and fix the issue by confirming receipt of return and issuance of promotional credit.

Business Response: Hello *****,


I'm Jahnavi 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.


I'm sorry to learn that the product was defective and you had to return it for refund. I understand that promotional credit was applied on order #******************* and thus refund wasn't processed.


I'm sorry for any misunderstanding. As out lined in our policies, you do not receive a refund for any promotional discounts or coupons that were applied to an order -


http://www.amazon.com/gp/help/customer/display.html?nodeId=******


However, I see that a promotional credit of $62.11 (item cost : 34.99+ $27.12) was added to your account. Your available balance appears in the payment section when you place a qualifying order for new items shipped and sold by Amazon.com. Eligible funds will be automatically applied to your qualifying order.


This promotional balance doesn't appear in Your Account (you'll only see gift card balances there).


To view the Terms and Conditions for using your promotional funds, go to our Help pages:


http://www.amazon.com/gp/help/customer/display.html/?nodeId=201134220


I hope this solution helps! Please feel free to contact us directly by replying to bbb@amazon.com if we can be of further assistance.


Regards,

Jahnavi K.
Amazon.com
http://www.amazon.com

1/5/2016 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I was an Amazon Prime member from December 30, 2013 till December 29, 2015 when I switched to Amazon Prime Student. I did not know they had prime student. I was told by a friend about it in November 2015. Student Prime pay $49.00 a yearly and a regular Prime member pays $99 a year. I have contacted them and asked if they can refund me the 2 years I was paying a regular member when I was a student or credit my account and use it for the next two years. They told me they could not do it because I used the membership but I do not want a full refund just the difference from the regular membership to the student ($50). I told them I could prove I was in school for the last 2 years as well with school transcripts. They told me there is nothing they can do since I already switched to Amazon Student Prime. When I signed up in 2013 there was nothing on the sign up page for are you a student. I had to contact Amazon about student prime to get the web address to sign up because it was not on the main screen. I have been a customer since 2009.

Desired Settlement: I would like either a refund for the two years I was a regular Prime member and not a student member or a credit to my account for further yearly membership fees.

Business Response: Hello ******,


I'm Suresh of 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 contacting us at Amazon.


It looks like the e-mail address you contacted us with, *******@msn.com, isn't associated with an Amazon.com account. For your account's protection we're only able to provide account information when the request comes from the e-mail address associated with the account.


If you know the e-mail address your account is under, please provide us with that e-mail address so we can investigate further.


We look forward to seeing you soon.


Please feel free to contact us directly by replying to bbb@amazon.com if we can be of further assistance.


Regards,

Suresh P.
Amazon.com
http://www.amazon.com

Consumer Response: I forgot my email I use for Amazon is **************@msn.com
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

****** ******

1/5/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I have tried to cancel my Amazon account. My home computer has been hacked by someone on the Internet. My credit card number on my account with Amazon is at risk. My Amazon account is not a prime account just a normal one. They won’t let me. There web page tells me to contact them but they will not give me any telephone numbers to call or a web address to contact them. Amazon just gives us a run around. From what I have seen on the internet I am just one of multitudes of people who want to cancel there accounts. But Amazon won’t let us.

Desired Settlement: Cancel my account

Business Response: Hello ****,


I'm Srikanth 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.


I'm sorry to learn about the difficulties you've been facing in finding the contact information of our customer service and I appreciate you taking the time to bring this to our attention.


I understand that your home computer has been hacked and you would want this account to be closed.  I want to make sure that closing your Amazon.com account won't cause problems with any open transactions or other websites you might visit.


Here are some things to keep in mind:

-- If you use your Amazon.com log-in on other sites (e.g., MYHABIT.com, Audible.com, international Amazon sites except for Amazon.cn/ and Amazon.co.jp, etc.), you'll also lose access to those accounts.
-- If you've placed orders on AmazonLocal, you'll no longer have access to your vouchers.
-- Any open orders you have will be canceled.
-- All subscriptions will be canceled (Amazon Prime, Subscribe and Save, etc.).
-- If you have a remaining Amazon.com Gift Card or promotional credit balance, you won't have access to use the funds.
-- Returns and refunds can't be processed for orders on closed accounts.
-- You won't be able to initiate Textbook Rental returns and will remain responsible for outstanding rentals.
-- You won't be able to access Kindle, Amazon Video or Amazon Appstore content.
-- You won’t be able to re-download content from your Games & Software Library.
-- Your Amazon Payments account will be closed and can't be reopened.
-- We can't transfer the history of an account to another account.
--We will delete your customer profile as well as all your reviews, discussion posts and customer images.
-- You'll no longer have access to your Associates, Amazon Web Services, Seller, Author Central, Kindle Direct Publishing and/or Mechanical Turk accounts.
-- If you have an Amazon Web Services account, please contact AWS customer support for assistance with closing your AWS account :
https://aws-portal.amazon.com/gp/aws/html-forms-controller/contactus/aws-account...


If you still want to close your Amazon.com account after reviewing the items above, please write back by visiting this link and state that you want to close your account:

https://www.amazon.com/gp/help/rsvp/rsvp-mi.html?q=acc1


If you do need to contact us in the future, here's a link to our Contact Us page:

http://www.amazon.com/gp/help/contact-us/general-questions.html


Please feel free to contact us directly by replying to bbb@amazon.com if we can be of further assistance.


Regards,


Srikanth.G
Amazon.com
http://www.amazon.com

1/5/2016 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: Order ********************. Filed an A to Z Claim for reimbursement on an order that was never even shipped on 12/10/2015. All emails from Amazon indicate that the process will take 2 weeks maximum. It has been 18 days since the claim was filed and emails sent to Amazon result in only a copy/paste response. Phone calls result in, "I don't know what's going on but it will be another day or two." Amazon is failing to honor their own guarantees and standing behind their customers in a dispute. I've been a Prime member now for around 7 years, this is my first A to Z claim and am disgusted by Amazon's response. I have a marketplace seller account under another email where I've just requested all of my inventory returned to close that account, Prime will not be renewed, and I have an Amazon Store Card through Synchrony that will be closed as well. Amazon used to be amazing at taking care of customers.

Desired Settlement: I just want my money back on the order. I've spent over an hour of time and frustration with them on the phone and via email about getting a refund for something that was never even shipped just to get a never ending run around.

Business Response: Hello ******,


I'm Purna Chander 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.


I'm really sorry the service we provided wasn't up to the usual standards you've come to expect from us at Amazon.com. We pride ourselves on resolving customer concerns quickly and accurately, and it's disappointing to see Customer Service wasn't able to provide you with the correct details surrounding your account - I've made sure to personally share your experience with our management team, so we can be sure proper training is provided in the future.


About the refund, I’d like to offer my sincere apologies for the situation you’ve experienced with this third party seller. I’m happy to inform you the A-to-Z Claim filed for your Order ID: ******************* has been granted and a refund of $349.48 issued on December 29, 2015. The refund will be reflected on your next billing statement within 2-3 days of processing.

 
Also, because of this unfortunate situation, I’m issuing a discount to your account for $20.00  We hope you’ll accept this with our further apologies for this experience. Which will automatically apply the next time you order an eligible item sold and shipped by Amazon.com. The promotional certificate doesn't apply to items offered by other sellers on the Amazon.com website and won't cover the purchase of gift cards, sales tax, gift wrap, or additional shipping costs.

 
Your promotional balance doesn't appear in Your Account, but will always display at checkout when you place an order through the Shopping Cart for an eligible item shipped and sold by Amazon. For additional information, please see the link below:

 
http://www.amazon.com/gp/help/customer/display.html?nodeId=565778


I'm sorry that this experience has been a disappointment. Even though your purchase was made from one of our independent sellers, we realize that this experience may influence your decision to visit our stores again.


Please be assured that the vast majority of such purchases go very smoothly, and can be an easy and convenient way to find the items you need.

Please feel free to contact us directly by replying to bbb@amazon.com if we can be of further assistance.

Regards,

Purna Chander N.
Amazon.com
http://www.amazon.com

Consumer Response:
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

****** ******

1/5/2016 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: In November of this year I started selling professionally on Amazon Sellerl Central then I had issues with my supplier I fixed that issue. They suspended my seller account, so I can't sell any products which screws with my reputation on my seller account, now I own $295 dollars in seller fees which sucks then today they let me be able to sell again. I add my products into my inventory then they suspended my seller account again now I have to go through their appeal process again I don't have time for this. This company is garbage when I comes to selling with them. How the Hell you don't have a customer service line for your sellers this is total bull. I just can get a break. I am just trying to make a living then maybe someday I can become a success and get away from this rat race

Desired Settlement: I just want my seller account restored, and my seller fees back to zero balance, if this is not resolved asap I going to venture somewhere else and file a lawsuit against amazon for damages

Business Response: In accordance with the terms of this seller’s agreement with Amazon Services, we removed their selling privileges and placed a temporary hold on any funds in their seller account on December 27th, 2015. The seller was notified of this decision by e-mail on that day.

We took these actions because this seller did not meet our performance targets.

Amazon places a high importance on maintaining the trust of our millions of satisfied buyers. We have established targets for seller late shipment, order cancellation, negative feedback, and payment dispute rates so that buyers can shop with a sense of safety and security about their third-party transactions.

These targets are published on our Seller Performance Measurement page in seller Help (http://www.amazon.com/gp/help/customer/display.html/ref=hp_rel_topic?ie=UTF8&nod...). Amazon may remove the selling privileges of any seller that fails to meet these targets.

The funds in the seller’s account are not eligible for transfer until March 27th, 2015. The seller can write to us at payments-funds@amazon.com on or after that date to request a transfer of any funds remaining in their seller account.

After thoroughly reviewing the seller’s account and appeal, we have decided not to reinstate their selling privileges.

Sincerely,

Seller Performance Team
Amazon.com

1/5/2016 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: I placed an order at Amazon on November 27, 2015. Order is *******************, Payment Method is credit card end in ****. But i do not get my package now. Although the track information shows the package was delivered to a agent,I did not receive it. I connect with amazon for many times, they just said the usps delivered. I suggest they could connect with USPS. they refused. they said they would not reship my order also. I require evidence that can prove the package was delivered, Amazon said they can not do it.

Desired Settlement: I want the Amazon issure a refound to my credit card

Business Response:

Hello *****,

I'm Madhavilatha 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.

I'm sorry to hear you didn't receive your package for order #*******************, even though tracking says it's been delivered. I see that package was delivered to freight forwarder address. When our customers use a freight forwarder to complete the delivery of their orders, we have certain steps which we must adhere to when there are issues with delivery or with the products.

Amazon won't be responsible for damage, defect, material difference, or loss that occurs to goods after they're delivered to you or a freight forwarder. This means that Amazon isn't able to provide a replacement of, or refund for, any such goods delivered to you or a freight forwarder. The goods lost after being received by you or the freight forwarder will be your responsibility.

Please also be aware that orders from Amazon.com shipped to a freight-forwarder are subject to additional terms and conditions located here:

http://www.amazon.com/gp/help/customer/display.html/?nodeId=201117950

I've reviewed your correspondences with the customer service team, I understand that you've already sent the screenshot of the tracking page from the freight forwarder's website to us. I've checked with our appropriate team and they have confirmed that we haven't received any screenshot.

 

 

I suggest you to upload the screenshot on the BBB portal and let us know, we will reach out to the appropriate team and take further action. I realize that at this point of time asking you to contact us again would be disappointing, however, we would really like to assist you better.

Please feel free to contact us directly by replying to bbb@amazon.com if we can be of further assistance.


Regards,


Madhavilatha A.
Amazon.com
http://www.amazon.com

1/5/2016 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: So I purchased an Astro A30 headset system on Christmas day while they were having a flash deal. When I ordered the item, the item was in stock. When I contacted them on Saturday, the 26th, they told me my item would not ship out till some time in January for they did not have it in stock. Mind you, I am a prime membership owner so my items are guaranteed, especially since this is in stock. They gave me the option of cancelling and purchasing from a different vendor, ignorant suggestion since I bought these on sale and now they're back to retail prices, or just wait it out till "some time" in January. Neither of these suggestions are acceptable on any standard. I was told to buy it full retail and they would give me back Amazon credit, which infuriated me even more. You want me to spend cash and get amazon credit? Did your customer service reps have any training? H

Desired Settlement: Here were the suggestions I advised Amazon to take to settle this complaint. They have turned me down every single time so I am resorting to a BBB complaint. I asked they send out the "White" version of the Astro A30 system since they have those in stock. They were actually cheaper on Christmas day, when I made the original purchase. OR Amazon suggests comparable replacement that has the SAME MSRP as the Astros since they were on sale. That would be $200 since that's what they normally go for.

Business Response:

Hello ****,

I'm Kalyan P***** 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.

We received your request and extend our apologies for any inconvenience this has caused. I understand you've purchased gaming headset in a deal and the item is longer in stock. I've checked the availability and see it will usually ships within 6 to 10 days. On rare occasions, our availability messaging listed online may not accurately reflect the most recent information from our vendors.

In this case, please wait a little longer for your order to arrive until Wednesday, December 30, 2015. Your experience here has been highly unusual and is not at all typical of what you can expect when shopping with us. You're a long-time and valued customer of Amazon, and I hope you'll give us another chance.

Please feel free to contact us directly by replying to bbb@amazon.com if we can be of further assistance.

 

Regards,

Kalyan K

Amazon.com

http://www.amazon.com

 

1/5/2016 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: I ordered a Christmas gift from the seller on 20 December 2015 with 2-day Amazon Prime shipping. Amazon "guaranteed delivery by Christmas." The item is being sold directly by Amazon, LLC, and is in stock. As of 24 December, the item still has not shipped. The estimated delivery date is 28-29 December, days after Christmas. I called and spoke with Amazon customer service, including a supervisor named Alex V., but they were unable to offer any resolution. The item was in stock in Amazon's warehouse and delivery was guaranteed by Christmas. Had I not been guaranteed delivery by Christmas, I would have chosen a different gift. Now the gift recipient will not receive this gift on Christmas.

Desired Settlement: Amazon guaranteed delivery by Christmas. This is a Christmas gift. Christmas is tomorrow. Amazon is delivering gifts until 11:59 PM tonight, 24 December. Hence, Amazon should deliver the gift in time for Christmas. A refund is not indemnifying, because had I not been guaranteed delivery by Christmas, I would have chosen a different gift. Now the gift recipient will not receive this gift on Christmas.

Business Response: Hello ******,


I'm Mahesh 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.


I'm sorry for the delay in the shipping of "Zak! Designs Insulated Travel Mug with Wonder Woman Graphics, 15-Ounce", I understand you are disappointed and upset.


******, I've checked the order confirmation email and see that we've informed the delivery of this item as December 30, 2015. Please know we did not guarantee the delivery of this item by Christmas. You may  check your order confirmation email on December 20, 2015 at 11:00 AM (PST).


The delivery date of this item is now December 28, 2015 - Tuesday, December 29, 2015. However, not to disappoint you further, I've waived the complete price of the item, you aren't charged for this item, if you see a charge on your item, it is just an authorization, which would be cleared by your bank as per their clearing policies.


If you do not receive the item by the end of December 29, 2015, please feel free to contact us directly by replying to bbb@amazon.com if we can be of further assistance.


Regards,


Mahesh.V
Amazon.com
http://www.amazon.com

1/5/2016 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I clicked a button on Amazon offering me "another free trial", and was promptly charged $99 instead of receiving a free trial. A customer service person assured me I wasn't, but I was, then another one assured me the charge didn't go through, but it did. Now I have to wait 2-3 business days to get my money back, and that money was to buy Christmas gifts. 2-3 days is after Christmas, so that is too late. I asked if I could at least have the free trial I was originally offered, and was told by yet another customer representative that they "don't give Prime discounts", which is not what I was asking for. Their customer service is terrible; a different person every time, and they clearly aren't reading and fully comprehending the past emails to understand what my problem is. They also make it very difficult to cancel my account. To cancel, I have to contact them, only they aren't answering my emails now requesting to cancel my account (I have sent 3). I no longer trust Amazon.

Desired Settlement: I want them to cancel my account.

Business Response:

Hello *****,

I'm Kalyan P***** 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.

We received your request and extend our apologies for any inconvenience this has caused. I understand that you've been charged for prime and you haven't received the free trail. I apologize for the incorrect information you've received. I see that you've already taken advantage of prime free trail in December 18, 2010. So, you'll not be eligible for the trail even though it is displayed at the checkout. I see that we've already issued a full refund of $99.00 on Monday, December 21, 2015 and you should see the refund on your card statement by now.

Further, I understand that you'd like to close your account. Before proceeding further, I want to make sure that closing your Amazon.com account won't cause problems with any open transactions or other websites you might visit.

Here are some things to keep in mind:

-- If you use your Amazon.com log-in on other sites (e.g., MYHABIT.com, Audible.com, international Amazon sites except for Amazon.cn/ and Amazon.co.jp, etc.), you'll also lose access to those accounts.
-- If you've placed orders on AmazonLocal, you'll no longer have access to your vouchers.
-- Any open orders you have will be canceled.
-- All subscriptions will be canceled (Amazon Prime, Subscribe and Save, etc.).
-- If you have a remaining Amazon.com Gift Card or promotional credit balance, you won't have access to use the funds.
-- Returns and refunds can't be processed for orders on closed accounts.
-- You won't be able to initiate Textbook Rental returns and will remain responsible for outstanding rentals.
-- You won't be able to access Kindle, Amazon Video or Amazon Appstore content.
-- You won’t be able to re-download content from your Games & Software Library.
-- Your Amazon Payments account will be closed and can't be reopened.
-- We can't transfer the history of an account to another account.
--We will delete your customer profile as well as all your reviews, discussion posts and customer images.
-- You'll no longer have access to your Associates, Amazon Web Services, Seller, Author Central, Kindle Direct Publishing and/or Mechanical Turk accounts.
-- If you have an Amazon Web Services account, please contact AWS customer support for assistance with closing your AWS account :
https://aws-portal.amazon.com/gp/aws/html-forms-controller/contactus/aws-account...

If you still want to close your Amazon.com account after reviewing the items above, please contact us directly by replying to bbb@amazon.com.

 

Regards,

Kalyan K

Amazon.com

http://www.amazon.com

1/5/2016 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: Amazon.com charges a premium to deliver products in two days, and advertises as much. On at least 3 occasions i have not received the items promised, Most recently, an order was promised in two days, and it was ordered on the 16th of Dec. Then Amazon sends a message it will be received on the 21st. i was patient and prudent. Now the 21st. arrives and the amazon website stated it is to be delivered. I contact Amazon, and they simply say it will be delivered on the 22. I try and track the package through UPS, and the number does not exist. I wonder how fraudulent is Amazon. They charge 100 per year for Amazon prime, which includes two day delivery. Now because of Amazon or UPS, I am out of time and me the customer is at a loss again. There response is to give me a month's extension on my Amazon account. So throw me a dry bone and i will shut up. This is an insult to consumers.

Desired Settlement: I want my product this evening when promised, That is not going to happen though. Amazon wants to enter in small claims tort and offer me a cheap settlement, then give me a life time prime account. In fact they should do that with everyone they fail to fulfill orders with, maybe then they will pay attention to the consumer, and stop the false advertisement.

Business Response: Hello ****,


I'm Jones E***** 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.


I'm sorry to hear about the delivery problems you've had with your recent orders.


I agree that missing the Guaranteed/Scheduled Delivery for orders is unacceptable. I hope you'll understand that we do our best to ensure that all orders leave our fulfillment centers in time to meet the availability and shipping estimates listed on our website. In spite of our efforts, there are unforeseen delays with some shipments on occasion.


As a token of apology for the delay, I've extended your Amazon Prime membership by one month. The membership will now renew on August 20, 2016. I understand extending Prime membership doesn't actually compensate for the inconvenience caused. Please accept this as a goodwill gesture.


Upon checking the tracking, I see your order was delivered on December 22, 2015. I hope you've received the package.


I'm forwarding this instance to our shipping department--I know they'll want to hear about your experience. We’re aware our choice of shipping carriers reflects on our business as a whole, and we’re truly interested in preventing issues like this from happening again.


Once again, I'm sorry for the delay caused with this order and I hope you'll give us the opportunity to serve you again in the future


Please feel free to contact us directly by replying to bbb@amazon.com if we can be of further assistance.


Regards,

Jones E*****

Amazon.com

http://www.amazon.com

1/5/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Hello. At the end last month I returned a package to Amazon. Here is the tracking number for that shipment. Use UPS.com ******************. After it had been delivered and signed for, I contacted them about the refund. They said they received it and to wait until December 14 for it to process and that I should get an email saying it did so. If not, then contact them. The date came and no one contacted me so I emailed the representative. He changed that date to the 23rd of December. I was outraged. I waited until that date anyways since I knew I was fighting a losing battle. That date is today and since no one emailed me again, I emailed them. This time, instead of changing the date, he claimed that they never even received it! It was clearly delivered and signed for as you can see with tracking number I provided. They are now lying to me! A multi billion dollar corporation is fighting me for 65$! Can you please email them and get me my refund. Thank you so much for your time.

Desired Settlement: I would like my full refund of $66.29.

Business Response: Hello *********,


I'm Vivek 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.


I realize your concern regarding the refund status of returned order #*******************.


Even though UPS tracking shows that the package reached our returns center, there has been certain delay in processing it. Due to the huge volume of return packages we're received during this Holiday season, there was an unexpected delay in processing your return. I apologize for the delay with this refund.


To make things right for you, a full refund of $66.29 has been issued to original payment method used on this order. Since the order was paid by gift card, $66.29 will be returned to your Gift Card balance in 1-2 business days. These funds will be available for your next order. You can view your balance and activity here:


https://www.amazon.com/gp/css/gc/balance/


Please feel free to contact us directly by replying to bbb@amazon.com, if we can be of further assistance.


Regards,

Vivek Y.
Amazon.com
http://www.amazon.com

1/5/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: My account was closed in relation to another unassociated account. I was charged for items which were not received. Blocked from retrieving my records of Sale and transactions. Refused to Refund.

Desired Settlement: Fully restore account and access to records. Refund or Deliver Ordered Items. Prime membership adjustment due to inaccessibility.

Business Response: Hello ****,


I'm Purna Chander 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.


I understand your concern regarding cancellation of your Amazon.com account.


We have closed this account because our records show that we closed another account of yours for not meeting the terms of our Conditions of Use agreement. When we close your account for violating the terms of an agreement, you cannot open a new account or use another account to place orders on our site.

 
If you had open orders on this account, those orders were canceled when we closed the account. We closely examined your account, your order history and your related accounts to ensure that any decision regarding your account was made according to our policies.


As mentioned in our Conditions of Use: “Amazon reserves the right to refuse service, terminate accounts, remove or edit content, or cancel orders in its sole discretion.”


You can review our Conditions of Use in their entirety here:


www.amazon.com/conditionsofuse


Please know, any attempt to open a new account will result in the same action.


Regarding your Prime subscription, this account was closed for misconduct. As a result, it is not eligible for a refund of the Prime membership fee.


We do not give refunds when we close accounts for conduct that we believe violates the terms of our agreements or involves misuse.


To learn more about this policy, search for "Amazon Prime Terms & Conditions" in the Help section of Amazon.com. Our refund policy for cases of misconduct is in the "Termination by Us" section.


If you require any further assistance, please contact us directly at ***@amazon.com.


Regards,

Purna Chander N.
Amazon.com
http://www.amazon.com

1/5/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I ordered two LEGO BRANDED architecture sets. I received two counterfeit chinese knockoffs. One is made by Dr. Luck and the other by Wange. This is not what I ordered nor what I excpected to receive.

Desired Settlement: I expect that the Hotel Architecture set will be refunded and I expect the London Bridge to be replaced with the GENUINE LEGO BRANDED SET LOCATED AT THE FOLLOWING LINK: http://www.amazon.com/LEGO-6038577-Tower-Bridge-10214/dp/B003Q6BQOY/ref=sr_1_1?s=toys-and-games&ie=UTF8&qid=1451188160&sr=1-1&keywords=lego+london+bridge. I EXPECT TO BE CONTACTED ONLY VIA EMAIL. PHONE CALLS WILL NOT BE RETURNED! I have spent a collective 4 hours trying to get this issue resolved and as such expect compensation for my time and effort in the amount of 100 dollars of promotional credit in addition to the above replacement and refund.

Business Response: Hello ******,


I'm Srikanth 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.


I'm sorry to learn about the experience you've had with the recent orders placed and I appreciate you taking the time to bring this to our attention. I understand that the items you received are counterfeit and you want a refund and replacement for these items.


Regarding the order ******************** placed for "The **** ** **** ***** of Dubai BUILDING BLOCKS 1307 pcs HUGE GIFT box !!! World's great architecture series ", I see that our customer service team has processed a full refund of $54.75 on December 26, 2015 and provided you with a prepaid return lable to return this item.


Regarding the order #*******************, I see that it was placed with ******* ,a seller on our website. Orders through Amazon Marketplace work a little differently than those made directly from Amazon.com. These third-party transactions are between the individual buyer and seller, with Amazon.com serving as the venue for the exchange. Amazon.com is not directly involved in these orders--all fulfillment and shipping is performed by the sellers.


I understand that you want this item to be replaced. I see that our customer service has already contacted the seller on December 26, 2015 and the seller has responded on the same day. The following message was sent to you by ******* :
-----------------------------------------------------------------------------------------------------
Dear friend We are on holiday now,We will give you a reply on Monday. So sorry for the inconvenience.
-----------------------------------------------------------------------------------------------------


Further, I see that A-to-z Guarantee Claim was filed on December 26, 2015 for this order. You can see the most current status of your claim at the link below:

https://www.amazon.com/gp/a-z-guarantee/help.html?orderID=*******************


Processing should be completed within 1-2 weeks of the date the claim was submitted. Once approved, your Guarantee reimbursement will be credited directly to the same payment method used for your purchase.


I've reported this seller to our investigations team. Each report they receive is investigated and the appropriate action is taken. However, we won't be able to release the outcome of the investigation. If you'd like to send more details to this team, please go to the link below and select "Report a violation of our rules" as the subject line:

http://www.amazon.com/gp/help/reports

Please be sure to include the order ID if available. If the order ID isn't available, please include the ASIN in the comments and fill out the seller name field when submitting the form.


Your experience here has been highly unusual and is not at all typical of what you can expect when shopping with us. You're a long-time and valued customer of Amazon, and I hope you'll give us another chance.


Please feel free to contact us directly by replying to bbb@amazon.com if we can be of further assistance.


Regards,


Srikanth.G
Amazon.com
http://www.amazon.com

1/4/2016 Billing/Collection Issues | Complaint Details Unavailable
1/4/2016 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I am a customer of the Amazon Register service which allows me to accept credit cards in my real estate business. My business consists of renting apartments and we charge our clients to run their credit reports before submitting their applications to the landlord. Amazon sent me a notice that they were suspending my service because I violated their terms of service. This is pasted from their email: We have removed your selling privileges because your transactions may be in violation of our Acceptable Use Policy. This policy prohibits the use of Amazon Register for these transactions: [1.Selling real estate or property 2.Providing real estate licenses to real estate brokers ] My business does neither and after I explained this, they reinstated my account. One of my clients, ***** *******, charged the fee he owed us for finding him a rental apartment ($1,350) to his credit card and we processed it using Amazon Register. They terminated my service, saying I violated their TOS and were going to hold onto the money for 90 days. I explained this to the client and he asked that we cancel the charge, so he could pay us using an alternate method. I emailed them repeatedly, called their customer service department and initiated a request and have heard nothing. They have disabled my account so I cannot even get a contact number to follow up on my request. This is not something I expected from a company like Amazon and I'm extremely disappointed.

Desired Settlement: I would like Amazon to refund the $1,350 to the client, ***** *******, and release the remaining funds they are holding, without valid reason.

Business Response: Hello ****,


I'm Mahesh 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.


I'm sorry for your experience with us, I understand you are disappointed and would like to be refunded.


****, I've checked your correspondence and contacted our Registries team and was informed that these funds will be held for 90 days from the final transaction date of 12/14/2015 which is 3/10/16. Per the Amazon Register Terms of Service:


We may inspect your Payment Account for any reason. In our sole discretion, we may suspend or disable your account, including access to funds within the account, if we determine that your account has been used to engage in deceptive, fraudulent, or illegal activity.


Additionally, Suspension or Termination by Us. We may suspend this Agreement or any of the Services, or terminate this Agreement and close your Payment Account for any reason at any time upon notice to you. This policy prohibits the use of Amazon Register for these transactions:


Property Management Companies


The Acceptable Use policy is available in our Help section at http://register.amazon.com/help/201754400/acceptable-use-policy .


Please feel free to contact us directly by replying to bbb@amazon.com if we can be of further assistance.


Regards,

Mahesh.V
Amazon.com
http://www.amazon.com

Consumer Response:
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

**** ******

1/4/2016 Problems with Product/Service | Complaint Details Unavailable
1/4/2016 Delivery Issues | Complaint Details Unavailable
1/4/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I am a Amazon affiliate for more than 1 years. Few days ago I got a email from Amazon said my affiliate account was closed and they will not pay the $1300 in my account because of violation of rules. I reply the email and ask which rule I violated. They told me it is because I am spamming a forum by post affiliate link.I told them I have the permission of the forum administrator to post link there. It is a special sub-forum just for people to post discount, coupon information.if my post is spam and violated the rule of the forum, my forum account should be banned since day one. But I have been posting link on the forum for more than 1 year. Then they told me I can only post affiliate link on my own web site. I asked them where is this term. They send me the below link, but I checked again and again and didn't find it say we I only post link on our own web site. **************************************************** I ask them if they can copy and paste term which clearly stated we can only post affiliate link on our own web site to me, but I didn't get any reply.

Desired Settlement: I follow the rules and do nothing wrong, I need them to restore my account and pay the money

Business Response: Hello ****,


I'm Vijay K**** 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.


I'm really sorry for the trouble you've had with your associate account.


I've forwarded this issue to our appropriate team and requested them to look into this on priority. I just wanted to let you know I'll write back in 3-4 business days with more information.


Please feel free to contact us directly by replying to bbb@amazon.com if we can be of further assistance.


Thanks for giving me time to find the best solution.






Regards,



Vijay K.
Amazon.com
http://www.amazon.com
============================

Consumer Response:


Complaint: ********

I am rejecting this response because:

Amazon never process my case, they just reply to me on Dec 23 and said they will write back in 3-4 business days with more information. But I never get any further information since then. Please keep my case and urge Amazon to get back to me ASAP.
Thanks
****

 

Business Response:

Hello ****,


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 apologize for the delay in responding to your e-mail message.

I've checked with our appropriate team and confirmed that we'll not be able to reopen your account. As informed earlier, we found that you are in violation of the Associates Program Operating Agreement. You can review the complete terms of the Operating Agreement, including Participation Requirements, by following this link:


https://associates.amazon.ca/gp/associates/agreement


Note: Please review the 3rd point for more information.


Because of this, your payment of all advertising fees withheld. Any other accounts you may have or may open in the future which are found in violation of the Operating Agreement terms may be closed and advertising fees withheld without notification.

I realize you're upset, and I regret we've been unable to address your concerns to your satisfaction. However, we'll not be able to offer any additional insight or action on these matters, and any further inquiries on this matter will not receive a response.


Thank you for your interest in the Associates Program.

Consumer Response:


Complaint: ********

I am rejecting this response because:

After review the requirement again and again, I still can't see where it said I can't submit post on social media forum, the reply said Note: Please review the 3rd point for more information. I have copied the full content of third point here:

After you have been notified that you have been accepted into the Program, you may display Special Links on your site. “Special Links” are links to the Amazon Site that you place on your site in accordance with this Operating Agreement, that properly utilize the special “tagged” link formats we provide, and that comply with the Associates Program Linking Requirements. Special Links permit accurate tracking, reporting, and accrual of advertising fees.

You may earn advertising fees only as described in Section 7 and only with respect to activity on the Amazon Site occurring directly through Special Links. We will have no obligation to pay you advertising fees if you fail to properly format the links on your site to the Amazon Site as Special Links, including to the extent that such failure may result in any reduction of advertising fee amounts that would otherwise be paid to you under this Operating Agreement.


Sincerely,

**** *******

1/4/2016 Problems with Product/Service | Complaint Details Unavailable
1/4/2016 Problems with Product/Service | Complaint Details Unavailable
1/4/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: The supervisor I was transferred to by the very nice customer service agent was very rude and did not want to assist. I asked for an upgrade in shipping just one step higher on the chart or a chance to pick my own shipping company would suffice. He didn't bother explaining the situation, he just said no and he can't do that for me. I pay $253.99 for a processor and he can't upgrade me to one step higher shipping? So I ask to speak to his supervisor and he says he is the supervisor and there is no one else I can speak to. It would have been fine to just get an apology and an explanation on why I couldn't get an upgrade. If anyone else got that upgrade then I have the right for an upgrade. I would have honestly appreciated an apology but I didn't get one. When I threatened to complain to the BBB, the manager said have a nice day and hung up on me. This isn't customer service.

Desired Settlement: Give me a store credit or a credit towards future shipping. It's that or I'll never use Amazon again.

Business Response: Hello ****,


I'm Swetha 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.


I'm sorry about the unsatisfactory experience you had with your recent order# *******************.


I've reviewed your previous correspondence with our customer service and It's disappointing to hear that the supervisor wasn't able to resolve this concern for you. I'll be sure to follow-up on any helpful training opportunities to ensure we do everything possible to avoid situations like this in the future.


I've checked the order and see that the Free shipping was selected when the order was placed. We strive to treat all our customers equally, whether they make one purchase or a hundred and our delivery estimates are calculated by taking the estimated shipping date and adding the transit time (the time it takes a package to travel from our facilities to your destination address), based on the shipping speed you've chosen. Further, customers need to pay for the shipping charges if they would like to receive the order early or upgraded.


We use a variety of carriers that we've found provide the best service for our different shipping options and assign a carrier automatically when we ship your order. Unfortunately, there is no way to request a specific shipper.


Further, I see that the shipping method was upgraded to One-day shipping at no extra cost to you when you contacted Customer service on December 31, 2015.


In this case, as shipping method was already upgraded we are unable to issue any further compensation.


I realize you're upset, and I regret we've been unable to address your concerns to your satisfaction. However, we'll not be able to offer any additional insight or action on these matters, and any further inquiries on this matter will not receive a response.


Regards,


Swetha K.
Amazon.com
http://www.amazon.com

Consumer Response:
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

**** *******

1/4/2016 Advertising/Sales Issues | Complaint Details Unavailable
1/4/2016 Billing/Collection Issues | Complaint Details Unavailable
1/4/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased a grandfather clock from Quality Wares on Amazon.com. The clock as purchased June 3rd, 2015. The clock stopped working, I contacted the seller stated the problem, they told me to contact the manufacturer without supplying the contact information. Basically they indicated they were sorry for the issues, that the bad merchandise they sold was my problem. I paid $344. order no. *******************. I didn't pay that type of money for the clock to work 6 months. I don't appreciate Quality Wares hiding behinm Amazon and not taking responsibility for selling inferior merchandise. I have ordered more than 75 items from Amazon in the past, the bulk of which were of excellent quality. I am deeply disappointed for the LACK of excellent customer service and poor quality products. The public needs to be protected from such sellers who refuse to take responsibility for the type of products they sell to the public..

Desired Settlement: I am requesting a refund or partial refund which I think is fair compensation for a useless, poor quality product.

Business Response:

Dear ******,


I'm Vijay K***r 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.

I'm sorry to hear there was a problem with order #*******************  from Quality Homestead Wares. Because the order was placed more than 90 days ago on June 3, 2015, you aren't eligible for reimbursement under the terms of our A-to-z Guarantee. I really apologize for any inconvenience this may cause.

As informed earlier, you may want to contact your local postal inspector or a national consumer protection agency, such as the Internet Fraud Complaint Center.

For more information about our A-to-z Guarantee, please go to our Help pages:

http://www.amazon.com/help/a-to-z-guarantee

I realize you're upset, and I regret we've been unable to address your concerns to your satisfaction. However, we'll not be able to offer any additional insight or action on these matters, and any further inquiries on this matter will not receive a response.

We appreciate your business and hope to have the opportunity to serve you again in the future.

 

 

 

 

Regards,

Vijay K.
Amazon.com
http://www.amazon.com
============================

Consumer Response:


Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

****** *******

 

Amazon later contacted me and took responsibility for the situation.  I am satisfied with their previous response, not this one.   Thank you.  The clock never worked correctly and finally stopped working.

1/3/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I sold two books through Amazon.com and haven't been paid yet, they send me emails saying that my account information is not right. I have no number to contact them, I was able one time, and the person helping me said all the bank information required was ok. So , I don't understand the problem, I didn't get paid and no number to contact for support or for finding answers to this issue. Thank you

Desired Settlement: Receive my payment for the items Amazon sold.

Business Response:

The merchant successfully sold two books and does have a positive balance of $23.98 in their Seller Central account. The seller entered their Bank Account information on December 16th.

There is a short three day security hold on disbursements when a bank account is added or updated. The normal cycle for disbursements is every 14days, and the next scheduled disbursement date for the funds to be sent to the bank is December 24th.

https://www.amazon.com/gp/help/customer/display.html/ref=hp_left_sib?ie=UTF8&nodeId=*******

On December 24 the funds currently in their account will be disbursed to the bank they uploaded, and should be available to the Merchant in 3-5 business days (depending on how quickly the bank processes the ACH transfers.)

 

 

 

 

 


Consumer Response:


Complaint: ********

I am rejecting this response because:December 16th was the second time I updated my bank account information. The account information was there since October and at some point I was able to reach a customer representative, who verify with me the bank account information and confirmed is was ok, but since I continue to receive emails from Amazon seller saying that they try to transfer money and were unable because the account information was missing. Yes, two days ago, I added again the same account information as the one I had before. I never understood what was the problem with my first account information. I was planning this week to go in person to my bank so they can help me. This issue could have been taken care in just one second if they provide me with a phone number to call , which is nowhere to find now. I have been sending several emails explaining the issue and they always write me back with the same answer which doesn't solve the problem and the money they owe me is still in their account.

Thank you


Sincerely,

******* *******

Business Response:

The seller registered the account as a professional account on 10-15-2015. This means disbursements would be made to the account every 14 days from the registration date, only if there is a bank account registered. A sale was processed on 11-2-2015, which based on the seller's selling plan meant the funds for this order would be released on 11-12-2015. We attempted to process the disbursement, however no bank account was found on file. That same day we sent out an email to the seller which informed her about the same.

We attempted to disburse her funds 14 days after, on 11-26-2015, however no bank account information had been added to the account. We sent another email reminder on 11-26-2015 to the seller requesting her to update her bank account information.

We attempted to disburse her funds 14 days after, on 12-10-2015, however no bank account information had been added to the account. We sent another email reminder on 12-10-2015 to the seller requesting her to update her bank account information.

On 12-15-2015 the selling account was changed from professional to individual which modified the disbursement scheduled, from every 14 days to every 7 days. Based on this a disbursement was scheduled to be processed on 12-17-2015, however a day before that, on 12-16-2015 the seller added bank account information to the account. This new information submission places a 3 day security verification information which delayed the disbursement to the next scheduled date which is 12-24-2015.


1/3/2016 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: I've ordered 5 different orders at different times in tge last week. They have given me a delivery date and the first order didn't come by the date. The second just emailed me and said it's coming Saturday instead of today and the third changed dates from Saturday to tuesday. I called in on the third one the are changing it back to Tuesday hopefully that us accurate. When I called in on the other two I was treated horrible your customer service reps are not friendly at all they are so rude and no one I mean no one helped me. The agent transferred me to escalations and that person told me no you can't speak to a manager I'm the only one to deal with it and that's that. If this is how ypur company is ran I will never make another purchase with you all ever again. I want my packages delivered on the dates.

Desired Settlement: I think you all should send my packages and send me a gift card for ypur site that us worth the major headache and disrespectful encounter I have had!

Business Response: Hello ********,


I'm Mahesh 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.


I'm sorry for your experience with us, I understand you are disappointed and upset.


********, I've checked all the orders that were placed on December 13, 2015 & December 17, 2015, the status of those orders is as follows:


Order ID: ******************* for two items :modern-twist Kids Set of 6 Dry-Erase Markers, Assorted Colors , NBA 2K16 - PlayStation 4, shows delivered on December 18, 2015.
Order ID: ******************* is replacement order for the above order. One of the items "modern-twist Kids Set of 6 Dry-Erase Markers, Assorted Colors" shows delivered on December 19, 2015, the other item that is the game isn't delivered yet.


Order ID: ******************* is for the item "Scotch Duct Tape, Monster High, 1.88-Inch by 10-Yard" shows delivered on December 19, 2015.


Order ID: ******************* is for the item "Note 3 Case, Galaxy Note 3 Case, Joopapa Note 3 Wallet Case,Pu Leather Case Magnet Wallet Credit Card Holder Flip Cover Case Built-in 9 Card Slots & S" isn't shipped yet, but entered the shipping process and would be shipped soon and delivered to you.


Order ID: ******************* is for the item "Washington Redskins Hunting Camo Can Koozie" would be shipped soon and delivered on December 22, 2015. An email would be sent confirming the shipping along with the delivery date and the content of the package.


While I agree that this delay isn't expected, we were waiting for our suppliers to supply the inventory to us. When you placed your order, we believed we had access to more inventory.However, all of our distributors have rapidly sold out of these two items.


I'd request you to allow us until December 22, 2015 for these items to be delivered. Now that we did not deliver the packages on time, I've issued a $30 promotional certificate to your Amazon.com account, which will automatically apply the next time you order an eligible item sold and shipped by Amazon.com. The promotional certificate doesn't apply to items offered by other sellers on the Amazon.com website and won't cover the purchase of gift cards, sales tax, gift wrap, or additional shipping costs. Your promotional balance doesn't appear in Your Account, but will always display at checkout when you place an order through the Shopping Cart for an eligible item shipped and sold by Amazon.


Please feel free to contact us directly by replying to bbb@amazon.com if we can be of further assistance.


Regards,


Mahesh.V
Amazon.com
http://www.amazon.com

Consumer Response:
Complaint: ********

I am rejecting this response because: I was told and assured my different supervisors that my order would be here on Saturday still no package. The phone case still hasn't arrived that was suppose to be here on Thursday. Still no monster high tape that was suppose to be here on Saturday. Still no replacement game that was suppose to be expedited and still no replacement game. Your credit isn't correct its only for 10.00. Your company is horrible, I thought that I could pay to make sure that I receive my items with in the 2 days and still that cant be right. I continue to get lied to and lied to and the dates getting pushed back further and further! This is unacceptable! 

Sincerely,

******** *******

Business Response: Hello ********,


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'm sorry that you did not receive the Phone case and monster high tape yet. I've checked the tracking details on both the orders and see that they are delivered to you on December 21, 2015 and December 22, 2015.


I'd request you to check your household members to see if they've accepted the delivery of the High tape. As you've not received the phone case yet, I've now issued a refund of $9.99 to your payment card.You'll see the refund on your PIN-less debit card after 10 business days. Once processed, you'll also be able to see the refund request here:


https://www.amazon.com/gp/css/summary/edit.html?orderID=*******************


If in case you've not found the high tape yet, please feel free to contact us directly by replying to bbb@amazon.com if we can be of further assistance.


Regards,


Mahesh.V
Amazon.com
http://www.amazon.com

1/3/2016 Problems with Product/Service | Complaint Details Unavailable
1/2/2016 Delivery Issues
1/2/2016 Problems with Product/Service | Complaint Details Unavailable
1/2/2016 Problems with Product/Service | Complaint Details Unavailable
1/2/2016 Problems with Product/Service | Complaint Details Unavailable
1/1/2016 Problems with Product/Service | Complaint Details Unavailable
1/1/2016 Problems with Product/Service | Complaint Details Unavailable
1/1/2016 Problems with Product/Service | Complaint Details Unavailable
1/1/2016 Problems with Product/Service | Complaint Details Unavailable
1/1/2016 Billing/Collection Issues | Complaint Details Unavailable
1/1/2016 Delivery Issues | Complaint Details Unavailable
1/1/2016 Billing/Collection Issues | Complaint Details Unavailable
1/1/2016 Delivery Issues | Complaint Details Unavailable
1/1/2016 Billing/Collection Issues | Complaint Details Unavailable
12/31/2015 Problems with Product/Service | Complaint Details Unavailable
12/31/2015 Billing/Collection Issues | Complaint Details Unavailable
12/31/2015 Problems with Product/Service | Complaint Details Unavailable
12/30/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased a Kindle ebook for my father for Christmas, Tom Clancy Commander in Chief. The gift was sent via email, which had three links: one for help, one to return the book, and one to accept. My dad doesn't want a Kindle, and asked me to get a hardcopy instead. So we clicked the 'return' link- which was a dead link at amazon.com. The 'help' link said to go under 'content and devices' and return the book- but the book was not visible until we accepted it. The 'help' link also said we could get a return or exchange within 7 days. So we accepted the book, with the intent of returning it once it was viewable on the amazon 'content and devices' tab. Unfortunately, the 'return' menu item was not available. I contacted amazon.com via chat, and they said their policy was no returns or exchanges on gifted ebooks that were accepted. I believe the broken links on the gift email, in combination with their stated vs. actual policies are not good practice.

Desired Settlement: Return or exchange on the ebook, "Tom Clancy Commander in Chief" Correct links in emails sent out for ebook gifts Clearly stated return policy on the ebook gift email, and on the amazon.com website when purchasing an ebook.

Business Response: Hello ***********,


I'm Naseema 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.


I understand your concern regarding exchange of Kindle book gift for an Amazon.com gift card.


Please do understand that as mentioned you can exchange Kindle book gift for an Amazon.com gift card within seven days of receiving the gift giver's email if it was not downloaded.


I do understand that since you're unable to locate option for exchange, you've redeemed it on the account. As the gift order is claimed, we don't have an option  to refund or exchange.


Upon checking, I see that as you've placed a new order #******************* for "Tom Clancy Commander in Chief: A Jack Ryan Novel ".


However, as an onetime exception I've reduced the price of the item to $19.48 from $34.47 which is ($34.47  - $14.99) since we're unable to issue refund for an Amazon.com gift card.


In future, to exchange your gift for an Amazon.com gift card, click the "Learn how this works or exchange for gift credit" link in the gift email message, and then select the link to request a credit.


More information about Kindle book gifts is available in our Help pages at:


http://www.amazon.com/help/kindlegift


Please feel free to contact us directly by replying to bbb@amazon.com if we can be of further assistance.


Regards,

Naseema S.
Amazon.com
http://www.amazon.com

Consumer Response:
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Thank you for the quick response and positive customer service.

Sincerely,

*********** *******

12/30/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: On 11-10-15 I received my order ******************* & I emailed Amazon advising the 2 six pack Comfort Zone products were leaking & asked for a replacement. 11-10-15 at 618p Karthik G wrote back saying "There's no need to return the broken "Comfort Zone with Feliway Refill, 6 Pack". You can dispose of it at your convenience." On 12-3-15 I received 2 emails saying Amazon was now charging me for the leaking Comfort Zone 6 packs totaling $130.44. I again wrote to Amazon on 12/03/15 13:43:55 & Ansh K wrote in the email below that, once again, I didn't have to return the Comfort Zone & that I would be issued a refund which I was. I received 2 more emails on 12-22-15 saying I was again being charged for failing to return these 2 Comfort Zones that I had now been told twice NOT to return. I called Amazon & spent 40m speaking to Rezina who said to email her all the info. I did so & 2 different people responded saying to call them & that it would take a week to investigate. I'm clearly getting the run around and they are trying to charge me for items they said to throw out twice. From: Amazon.com Sent: Friday, December 4, 2015 6:43 AM To: ****** ******* Subject: A Message from Amazon Customer Service Hello, I'm sorry to know that you were asked to return Comfort Zone with Feliway Refill. Please accept my sincere apologies for the inconvenience caused. I've checked and found that earlier you were asked by my colleague to keep the item. So, I assure you that there is no need to return the item and you will not be charged for this. I have now passed your feedback along to the appropriate department for consideration as they'll want to read about your experience and I'll make sure the appropriate people will take necessary action so that this will not happen again in your future. We value your business and look forward to see you again.We'd appreciate your feedback. Please use the links below to tell us about your experience today. Best regards,Ansh K.

Desired Settlement: I want the charges of $130.44 reversed immediately and I want the request to return these 2 items wiped from my account once and for all. This is now the 3rd time I have had to deal with this run around. I want a response in writing from Amazon confirming the above and providing me with the name of a Customer Service Manager located in the United States and their direct line phone number and email so I can contact that person should this happen again. Breakdown of charges is below Order Id: ******************* 1 Comfort Zone with Feliway Refill, 6 Pack Due Date: Dec 17, 2015 Charge Amount: $59.99 Shipping Amount: $0.56 Tax: $4.67 1 Comfort Zone with Feliway Refill, 6 Pack Due Date: Dec 17, 2015 Charge Amount: $59.99 Shipping Amount: $0.56 Tax: $4.67 Total Principal: $119.98 Total Shipping: $1.12 Tax: $9.34 Total: $130.44

Business Response: Hello ******,


I'm Naseema 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.


I understand your concern regarding charges of $130.44 on your account. I'm so sorry to hear about the experience you had when you contacted us. I'll be sure to pass your comments along to the appropriate people on our Customer Service team.


I've confirmed that we mistakenly charged you for the items. I'm so sorry about this error. I've fixed this error, and we won't be charging you again for the items.


I've requested a refund of $130.44 to your Visa card. This refund will go through within 2-3 business days and will appear as a credit on your next statement.


Once processed, you'll also be able to see the refund request here:


https://www.amazon.com/gp/css/summary/edit.html?orderID=*******************


I hope this refund helps. Please feel free to contact us directly by replying to bbb@amazon.com if we can be of further assistance.


Regards,

Naseema S.
Amazon.com
http://www.amazon.com

Consumer Response:
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

****** *******

12/30/2015 Problems with Product/Service | Complaint Details Unavailable
12/30/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: june 5th i signed up for amazon prime student. it was free for the first six months , and after that it was going to be 50% off. i signed up with my school account and everything was fine. until i started to get nsf letters in the mall for my account being overdrawn. come to find out i was charged for the prime membership. 53.41. once i was this last night 6-16 i called amazon and they said i would be getting the credit within a couple of days. im pretty annoyed with this all. im not even sure why i was charged for anything to start with because it was free for the first 6 months, but for some reason i was charged and it messed my account up really bad. i had many bank fee for items that came trough. my email address is for the prime account is . ********@yahoo.com they charged my account ending in ****. visa. phone number would be ************ im not sure what else would be needed in order to pull up the account.

Desired Settlement: since the 53.41 is already being sent back to my bank account im not looking for that, but i was charged $140 in fees, and my bank said " since it was not bank error, they are not able to help me remove any fees. because of this inconvenience im expecting something to be done. some gift card of kind or something like that, since i have had to pay $140 in bank fees.

Business Response: Hello ****,


I'm Purna Chander 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.


I understand your concern about the Six Month Free Trial Prime Plan for Amazon Student Program and I can certainly understand your frustration for being charged.


While the Student Plan includes Prime shipping benefits, access to Prime Pantry, Prime Photos, and Prime Early Access Deals, it doesn't include Prime Instant Video, Prime Music, Kindle Owners Lending Library, or sharing.


If you try to use the benefits which are not available for free student prime, your subscription will be automatically upgraded to the One Year Paid Amazon Student Prime membership.


Our records show you signed up for the 6 Month Student Prime Free trial on June 4, 2015 and that same day, and plan was upgraded to the One Year Paid Amazon Student Prime membership.


The paid plan does include Prime Instant Video, Kindle Owners Lending Library, Prime Music, Prime Photos, Prime Early Access Deals, Prime Pantry, and Prime shipping benefits and like the free trial, does not provide an option to share.


I see that we've already re-enrolled your account in the six-month free trial of Amazon Prime offered by Amazon Student on June 17, 2015. As part of your Amazon Student membership, you get six months of Free Two-Day Shipping on millions of items and secure unlimited photo storage with Prime Photos. Access to Prime Instant Videos, Prime Music and the Kindle Owners Lending Library are not included during your free trial period. Upgrading to a paid Prime membership will give you access to these features. With your Amazon Student membership, you are eligible for 50% off the annual Prime membership.


To learn more about Amazon Student, visit:

http://www.amazon.com/help/student


You can see when your Amazon Prime benefits will end on the Manage Your Prime Membership Page in Your Account:

https://www.amazon.com/gp/subs/primeclub/account/homepage.html


As you mentioned that you were charged an overdraft fee, as a goodwill gesture, I hope you'll accept the $140.00 promotional certificate which I've applied directly to your Amazon.com account for immediate use on your next purchase.


When you place your next qualifying order, you'll see the promotional funds listed on the Order Summary page, just before you submit your order. If the funds aren't shown, please read the following to ensure your order qualifies:

http://www.amazon.com/gp/help/customer/display.html?nodeId=*******


Please feel free to contact us directly by replying to bbb@amazon.com if we can be of further assistance.


We look forward to seeing you again soon.


Regards,

Purna Chander N.
Amazon.com
http://www.amazon.com

Consumer Response:
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

**** *****

Business Response: Hello ****,


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 understand your concern about the Amazon Student Program and I can certainly understand your frustration for being charged. Also, I understand your concern about the charge to your card without any notification towards Prime membership.


I see that you've subscribed to Six Month Free Trial Prime Plan for Amazon Student Program on June 17, 2015. The free trail was ended on December 17, 2015 and you were automatically upgraded to paid One Year Paid Prime Plan for Amazon Student Program.


When you sign-up for the Prime membership we display the terms of the program. This membership is initially offered as a trial and after the trial it is automatically upgraded to a paid membership, for this reason we ask you to enter the credit card details.


If you don't want to automatically renew your benefits when your membership expires, you may change the auto renew setting to "Do Not Renew." Unless you notify us before a charge that you want to cancel or do not want to auto renew, your prime membership will automatically upgrade to regular Prime membership.


I've forwarded your comments about notifying the prime charge prior is a big help to customers. It's always important for us to hear how customers react to all aspects of shopping at Amazon.com. Customer feedback like yours helps us continue to improve the selection and service we provide.


I can confirm that we have issued a refund of $280.00 for your overdraft fee for Prime membership on December 21, 2015. We have processed the refund, and it will show in your account according to your bank's policies.


You can check back with your bank for a refund confirmation and write back if you don't see the amount in your account.


Please feel free to contact us directly by replying to bbb@amazon.com if we can be of further assistance.


Regards,

Purna Chander N.
Amazon.com
http://www.amazon.com

Consumer Response:
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

**** *****

12/30/2015 Delivery Issues | Complaint Details Unavailable
12/30/2015 Problems with Product/Service | Complaint Details Unavailable
12/30/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I bought a laptop on Amazon.com on Nov.22, but it was lost on the way according to the delievey company. So Amazon said will give me a refund on Dec 8. But it's ten days gone I still not get my money. Every time I asked them and they only asked me to wait. I hope get my money as soon as possible cause I should pay my credit card within severl days.

Desired Settlement: Just give my money back before Dec.20

Business Response: Hello ***,


I'm Raghavender 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.


I'm sorry to hear that you haven't received your order *********************


I've checked and can confirm that your order was sent from our Fulfillment Center via DHL on November 24, 2015. I've reviewed available tracking information for your package, and it looks to have been delayed in customs.


Due to varying customs restrictions, officials in some countries may need to inspect and, in some cases, refuse packages that contain items which may not be imported into your country. I'm very sorry for any inconvenience this may cause. As per customs regulations, carrier needs additional details to clear customs. When tracking is available for a DHL Deutsche Post shipment, the package is tracked until it reaches the destination country. Because the final delivery is made by the local postal service, confirmation of final delivery is not provided.


The quickest way to resolve the situation would be for you to contact the carrier. You can contact them at: 10-6466-2211 or 1-800-CALL-DHL


Please feel free to contact me directly by replying to bbb@amazon.com if I can be of further assistance. We look forward to seeing you again soon.



Regards,


Raghavender S.
Amazon.com
http://www.amazon.com

12/30/2015 Problems with Product/Service | Complaint Details Unavailable
12/30/2015 Billing/Collection Issues | Complaint Details Unavailable
12/30/2015 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: Ordered a TV on 11/27/15 from Amazon. Amazon scheduled delivery with Pilot Freight Company on 12/15/15. I called Pilot on 12/15/15 at 6pm to find out why I have not received package. Found out package was lost. I spent 7 hours on the phone between Amazon and Pilot to try and figure out where my lost package is. At 3pm today 12/17/15 I have finally received confirmation of a replacement that will be sent to me on 1/4/16. That is unacceptable customer service.

Desired Settlement: An apology first off would be nice and to get my order in a timely manner. Why do I have to wait until 1/4/16 to get it. Your telling me a multi-billion dollar company like Amazon cannot spend a few extra dollars to expedite ship my package so I can have it for Christmas. WOW!

Business Response: Hello ***********,


I'm Srikanth 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.


I'm sorry to learn about the experience you've had with the recent order #******************* and there wasn't proper assistance from our customer service team. I've made sure the appropriate supervisory personnel are aware of your experience to make sure we provide proper training for the future, as this is not at all the level of service we aim to provide our customers.


I understand that this order never arrived and you had to contact the carrier to check the status of the package and was informed that it was lost. Most of our orders are delivered on time and without any issues, however, we do depend on the carrier's ability to deliver the packages as per the schedule, to a large extent. Unfortunately, despite our best efforts in shipping the order out on time, delivery of packages is delayed/lost on rare occasions.


I've checked and see that a replacement order# ******************* has been created and is scheduled to be delivered by January 4, 2016. Rest assured, we'll do everything which is possible from our end to deliver this order at the earliest.


Your experience here has been highly unusual and is not at all typical of what you can expect when shopping with us. You're a long-time and valued customer of Amazon, and I hope you'll give us another chance.


Please feel free to contact us directly by replying to bbb@amazon.com if we can be of further assistance.


Regards,


Srikanth.G
Amazon.com
http://www.amazon.com

12/29/2015 Problems with Product/Service | Complaint Details Unavailable
12/29/2015 Problems with Product/Service | Complaint Details Unavailable
12/29/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I rented a college text book in August 2015 with a return date after the fall semester. Testing for the class for the book we rented was on 17th of December. I was given only a day to return it with no notice and no return slip. On Monday the 20th I get a notice of the book return being late. How cheezee is that to act like a shark at feeding time to attack when no notice of the time return AND no return label? The book was due back on the 18th but the test was on the 17th so how are you to study for the test if you have to return the book by the 18th?

Desired Settlement: Refund my late fee and act a little more professional and give proper notice, like a week and include the shipping label with the notice.

Business Response: Hello *****,


I'm Jahnavi 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.


I'm sorry to learn that you're unable to return the book before the due date as the test was on December 17, 2015.


I see that we sent courtesy return reminder e-mails before the due date, in which instructions to return the book are included. We request you to check the emails from November 20, 2015 to December 17, 2015. On December 20, 2015, an email confirmation for 15 days auto extension was sent and you've been charged $10.74 (rental extension fee $9.98 + tax $0.76).


While I won't be able to process refund for the tax charged ($0.76), I've issued refund for extension fee of $9.98 to your original payment method on the order #******************* as a one time exception.


Textbook rentals are due at the end of the semester for which you're renting unless you choose to extend your rental period. Prior to your due date, you'll have the option to extend your rental for additional 15 day terms, an additional semester, or to purchase the textbook.


I hope this solution helps. Please feel free to contact us directly by replying to bbb@amazon.com if we can be of further assistance.


Regards,

Jahnavi K.
Amazon.com
http://www.amazon.com

Consumer Response:


Complaint: ********

I am rejecting this response because:  This is unacceptable because you are charging me tax for essentially nothing.  How is this legal.  Please provide the law that says you can tax for nothing.  I will be calling the IRS and asking for their assistance.

 

This is a perfect example of having the wrong people in charge.

Sincerely,

***** *****

12/29/2015 Delivery Issues | Complaint Details Unavailable
12/29/2015 Delivery Issues | Complaint Details Unavailable
12/29/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On December 3, I placed an order (ORDER # *******************) for a pet carrier. However, my cat did not like this carrier at all, and I have no further use for it. I proceeded to start a return with Amazon (as I've has issues in the past and have made hassle-free returns quite easily) and was advised the seller would be contacted as it was a "third party". That's fine, the seller contacted me and asked if I was willing to cover shipping costs for the return, and if I needed assistance I just needed to let them know. The carrier itself was $69 with free shipping. The return shipping would cost me 25-30 dollars, almost half the cost of the carrier. I'm a college student with a tight financial situation, and the christmas season has my budget even tighter, so I sought out help from the seller for the return shipping. The seller refused in several occasions to help me out. I contacted Amazon Customer Service and they couldn't help either. I'm now stuck with a pet carrier I can't use and without a way to return it.

Desired Settlement: I would like Amazon Customer Service to please, please provide me with a prepaid return shipping label so I can return the item to the seller and receive my refund. Nothing else. I just want to return the item and put the situation (and seller) behind me. I won't be doing business with this seller anymore.

Business Response: Hello *****,


I'm Srikanth 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.


I'm sorry to learn about the experience you've had regarding the order #******************* and you haven't received proper assistance from the seller and our customer service. I've made sure the appropriate supervisory personnel are aware of your experience to make sure we provide proper training for the future, as this is not at all the level of service we aim to provide our customers.


Looking at your order, I see that it was placed with U-pet , a seller on our website. I understand that you no longer need this item and need a prepaid return label to return this item as the return shipping costs are high. Unfortunately, we do not have the option to provide a prepaid return label for the seller orders. Orders through Amazon Marketplace work a little differently than those made directly from Amazon.com. These third-party transactions are between the individual buyer and seller, with Amazon.com serving as the venue for the exchange. Amazon.com is not directly involved in these orders--all fulfillment and shipping is performed by the sellers.


I've checked and see that the seller last responded on December 20, 2015. The following message was sent to you by U-pet :
-----------------------------------------------------------------------------------------------------


Hello,we just calculated the shipping fee on the USPS.com,It show the shipping fee of the return only was $18.9(see attachment).

-----------------------------------------------------------------------------------------------------


With any business, there is a cost to sellers for accepting returns. When a customer makes a "no-fault" return of an item that has no problems, we ask that the customer assume the cost of return shipping. In addition, the seller may determine their own options for returns that are not due to their error. The seller may choose to refund only the cost of the merchandise. Please contact the seller directly for return shipping options.


When reviewing whether a seller has upheld fair standards in these matters, we apply the same guidelines used by Amazon.com. You can find these guidelines outlined on our Help pages:


http://www.amazon.com/gp/help/customer/display.html/?nodeId=******


However, I've once again contacted the seller to check if they can provide you with better return options. You'll receive a copy of this e-mail shortly. Please give sellers two business days to respond. In most cases, you'll receive a reply much sooner. When the seller replies, you’ll be able to respond directly to the seller’s e-mail. Seller orders are covered by our A-to-Z Guarantee. If they aren't able to help, please click on the link below to learn more about the A-to-Z Guarantee.


http://www.amazon.com/help/a-to-z-guarantee


Please feel free to contact us directly by replying to bbb@amazon.com if we can be of further assistance.


Regards,


Srikanth.G
Amazon.com
http://www.amazon.com

Consumer Response:
Complaint: ********

I am rejecting this response because it does not solve my issue. The seller of the item decided to have me use a prepaid return label and then subtract the return shipping fee from my refund, and the fact that Amazon took the seller's side does not help my original complaint at all. 

Sincerely,

***** ******-******

12/29/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We are working with amazon for 5 to 6 months. But now suddenly our account was put on hold without any reason. Our payment also on hold without a reason and contact window like phone # or a real person email. all we got is automated email reply said they revived our complains. Our payment to our vendors are coming up but amazon still no reply or a date of releasing our money. amazon are jeopardizing our ability to replenish inventories and stay in business. This is a scam. If they can hold up to couple hundred small business like us the funds could go up to couple billion dollars. I wonder wonders if Amazon’s real purpose is to use sellers’ money as an interest-free float to prop up its balance sheet.

Desired Settlement: Please have amazon to release our funds asap and contact us.

Business Response: In accordance with the terms of this seller’s agreement with Amazon Services, we removed their selling privileges and placed a temporary hold on any funds in their seller account on November 30, 2015. The seller was notified of this decision by e-mail on that day.

We took these actions because this seller’s account is under review at this time.

Amazon places a high importance on maintaining the trust of our millions of satisfied buyers. We have established targets for seller late shipment, order cancellation, negative feedback, and payment dispute rates so that buyers can shop with a sense of safety and security about their third-party transactions.

These targets are published on our Seller Performance Measurement page in seller Help (http://www.amazon.com/gp/help/customer/display.html/ref=hp_rel_topic?ie=UTF8&nod...). Amazon may remove the selling privileges of any seller that fails to meet these targets.

We have asked the seller for information to assist in this review of their account to be investigated for possible reinstatement.   The seller has been informed of this request and information needed via email.

Sincerely,

Seller Performance Team
Amazon.com

Consumer Response:


Complaint: ********

I am rejecting this response because:

Hi BBB, 
We received your email from amazon reply. But the link they provided has no reply at all and we try so many way to contact them, only automatic reply. 
http://www.amazon.com/gp/help/customer/display.html/ref=hp_rel_topic?ie=UTF8&nod
And according to amazon. "We have established targets for seller late shipment, order cancellation, negative feedback, and payment dispute rates so that buyers can shop with a sense of safety and security about their third-party transactions. We are all positive in their monitoring system, that is why we are for a reason of this hold or review. 
 
Our payment deal line of the goods that we sold to amazon has passed. They can review our account with the time that they need, but we are asking them to release our money to we don't need to file bankrupt and continuous our business. 
Sorry we passed the 7 days to reply, but we are running in-between banks to get loan to recover for amazon. They hold our money with out any interest and now we have to go to bank for loan with interest for amazon. 

****Please See Attached****
 
thanks
 
*********




Sincerely,

**** ****

Business Response:

Hello,

The seller's account is still under review. We ask for their patience while buyers leave feedback for them.

We will send them an email when our review is complete.

Regards,

Amazon.com

Seller Performance

Consumer Response:


Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********.

They reply you with the same automatic message, so make no different for BBB.

But on our end, we see the fund is schedule to release. which seems like an improvement.

So I would say we are satisfy for now.


Sincerely,

**** ****

12/29/2015 Problems with Product/Service | Complaint Details Unavailable
12/29/2015 Problems with Product/Service | Complaint Details Unavailable
12/29/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: ORDER #'S ******************* & ORDER ******************* are sent incorrectly - AMAZON says its for the customer 3rd party - and I feel that they facilitated it - should send me new ones - the sellers want me to return them and wait for replacement

Desired Settlement: I want both items apparently SIZE 9 since size 8 isn't the right size..although i measured my wrist and in the picture you can clearly see the difference

Business Response: Hello *****,


I'm Srikanth 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.


I'm sorry to learn about the experience you've had with the recent orders placed on Amazon.com. I understand that you've received the items which are different from what you've ordered. Looking at the items you contacted us about, I see the orders were placed with several sellers on our website.


Regarding the order #*******************, I see that it was placed with bostonred2010 , a seller on our website. I've checked and see that the seller has requested you to return the item for a full refund and has provided you with the return address. Please return the item to the below address:

********************************************************


Regarding the order #*******************, I see that it was placed with Fort DeTroyon Survival , a seller on our website. I've checked and see that the seller has agreed to send you the correct size and requested you to keep the incorrect item.


Orders through Amazon Marketplace work a little differently than those made directly from Amazon.com. These third-party transactions are between the individual buyer and seller, with Amazon.com serving as the venue for the exchange. Amazon.com is not directly involved in these orders--all fulfillment and shipping is performed by the sellers.


Please feel free to contact us directly by replying to bbb@amazon.com if we can be of further assistance.


Regards,


Srikanth.G
Amazon.com
http://www.amazon.com

12/29/2015 Billing/Collection Issues | Complaint Details Unavailable
12/29/2015 Billing/Collection Issues | Complaint Details Unavailable
12/29/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased a Amazon fire stick around black Friday from Amazon. I Then got a fire T.V.game controller from Sears. I'm just getting the time to try to set up the controller & it wouldn't pair but it says on the box the 2 are compatible. After disconnected on a chat on 12/14/15 I called again late on 12/15/15. During this painful call with this rep who spoke poor english she had me go through steps I told her the other tech already had me do. After multiple long holds my controller still wasn't paired. At this time she returns to the line & apologized saying that Amazon has been having problems with this & that the 2 devices aren't actually compatible. I told her it says on the box it is as well as in the fire stick's settings. She replied it only works with fire T.V. I asked what I was supposed to do with the merchandise? That I'd bought the controller just for the fire stick. She said they'd refund the fire stick since it was purchased from them. So I asked what am I to do with the controller? I can't return it to Sears. She says to buy the fire T.V. then I'll have 2 matching devices. I told her this is false advertising. Didn't Amazon cause this issue? She says yes. So why should I have to spend more money due to Amazon's error? I said I'm going to be stuck with this controller & nothing to use it with if you refund me. Amazon should give me the fire T.V. & only charge me the cost I paid for the fire stick for the $60 lost I'm going to take on controller. She said they can't. I asked who created this problem? She said Amazon. I asked who should fix it then? She said Amazon. Then I was disconnected. I have also got bad service & hung up on like 3 times in 2 weeks trying to get refunds that I still haven't gotten all of and had to go through my credit card company.

Desired Settlement: I'd like for Amazon to give me the fire T.V. gaming system for no additional cost after I return the fire stick to offset the $60 I'll be losing from the controller I purchased and for all this inconvenience & terrible customer service.

Business Response: Hello *******,


I'm Bhaskar 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.


I understand your concern with the controller which you've purchased from Sears.com. I'm very sorry for the encounter you had with our Customer Service department.


It's our goal to provide exceptional customer service every time we're contacted, and I apologize this wasn't what you experienced. I've shared your experience with our management team, so we can be sure proper training is provided in the future.


Before you pair a game controller, make sure it's compatible. It looks like your Amazon Fire Game Controller which was purchased from a retailer other than Amazon is not connecting to the Amazon Fire stick. If you'd like to return it, you'll need to contact that retailer for more information about their return policy.


I'm sorry but we can't honor Fire TV by creating a replacement for Fire TV Stick. If you are not happy with the Fire stick, you are welcome to return the device for full refund.


You can reach Fire TV Stick Customer Support by phone directly and toll free from many countries by clicking the Contact Us option on the support pages:


Fire TV Stick: https://www.amazon.com/firetvsticksupport


Contacting us through the website allows you to verify security before a call is placed and ensures we have your account information ready when we call you.


If you need help with your Amazon Fire TV Stick, please make sure you have it with you when you contact Fire TV Customer Support, along with your power adapter and any additional accessories.


I realize you're upset, and I regret we've been unable to address your concerns to your satisfaction. However, we'll not be able to offer any additional insight or action on these matters, and any further inquiries on this matter will not receive a response.


We appreciate your business and hope to have the opportunity to serve you again in the future.


Best regards,
Bhaskar A.


Thank you.
Amazon.com

12/29/2015 Problems with Product/Service | Complaint Details Unavailable
12/29/2015 Problems with Product/Service | Complaint Details Unavailable
12/29/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: We recently signed up for Amazon Payment/Register. We used it for a payment of $125.00 for our first payment received, and were immediately told we violated a policy and now they are withholding our customer's payment. They are attempting to say we violated their Acceptable Use Policy by accepting a payment for purchase of an animal. The sent us a link to their acceptable use policy which does not specify anything regarding animals under their Prohibited Items and Activities. Further, when you look at their list of supported categories, it clearly states Pets & Animals as a supported category. They are telling us they will hold the funds for as long as 90 days and will not give us the option at this point to refund the customer their money or release these funds.

Desired Settlement: I want them to immediately release the funds as they are holding them for a completely unsupported reason. Further, this is causing damage to my reputation with my customer and I would like for Amazon to compensate me for the time I have spent attempting to resolve this with them as well as for the reputation damage they have caused.

Business Response: Hello ****,


I'm Swetha 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.


I'm sorry to learn that your Amazon register account has been closed.


I've contacted the appropriate team and they specified that as an exception you have been allowed to withdraw funds from your account. You have 72 hours to withdraw funds before the account is permanently closed.


Your account is in violation of our Acceptable Use Policy for selling animals in a non face-to-face setting. Though it is not expressly indicated in the online Acceptable Use Policy, the Amazon Register User Agreement expressly states in section C-4:


"C-4.2 Account Limits; Availability of Funds. Your Payment Account may be subject to certain limits, which may affect your ability to send, receive, or withdraw funds. Any limits may be modified at any time. These limits may be affected by several factors, including without limitation our assessment of the risk associated with your Payment Account, the amount of pending or potential Chargebacks, the information you provide, our ability to verify your account information, and requirements of law. In addition to account limits, we may restrict transactions to or from your Payment Account or limit or deny access to funds in your Payment Account in an amount and for a period of time we deem necessary to protect us, your customers, or Other Users including without limitation if:


(a) we are subject to financial risk,


(b) you have violated any term of this Agreement,


(c) you have pending Chargebacks, we believe you may have Chargebacks, or your account is suspected of being associated with fraudulent activity,


(d) any dispute exists involving your Payment Account or transaction conducted in connection with your Payment Account,


(e) needed to protect the security of our systems, or


(f) required by law or court order or if otherwise requested by law enforcement or any governmental entity.


We may inspect your Payment Account for any reason. In our sole discretion, we may suspend or disable your account, including access to funds within the account, if we determine that your account has been used to engage in deceptive, fraudulent, or illegal activity."


Please click on the below link to find the complete Amazon Register User Agreement:


http://localregister.amazon.com/user-agreement


The decision to close your Amazon register account is a final decision and we won't be considering further requests to reinstate them.


I realize you're upset, and I regret we've been unable to address your concerns to your satisfaction. However, we'll not be able to offer any additional insight or action on these matters, and any further inquiries on this matter will not receive a response.


Regards,


Swetha K.
Amazon.com
http://www.amazon.com

12/28/2015 Problems with Product/Service | Complaint Details Unavailable
12/28/2015 Delivery Issues | Complaint Details Unavailable
12/28/2015 Billing/Collection Issues | Complaint Details Unavailable
12/28/2015 Problems with Product/Service | Complaint Details Unavailable
12/28/2015 Problems with Product/Service | Complaint Details Unavailable
12/28/2015 Problems with Product/Service | Complaint Details Unavailable
12/28/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I signed up for Amazon prime to buy one item I am a student so I signed up student prime (6 months not 30 days so it's "claimed") shortly after I got a notice about a bad credit card (my old bank so? Was a "free" trial and there was enough money on my Amazon account for the one item) it said my account would be cancelled in 30 days! That's NOT the 6 months I was under the impression of! No addition to REQUIRING I verify with a student email (I have) the SINGLE item I was going to buy wouldn't have qualified for shipping from prime and despite Facebook what appears advertising it on Facebook as a "stocking stuffer" when I looked (before seeing the Facebook ad) it would have gotten here Jan 8-10 which is well after Dec 23rd!

Desired Settlement: I want simply any trace of the prime that I have made NO use of removed from my account! The chat people couldn't be bothered to fix the mistake and clearly couldn't understand English or basic logic --I want to at some point in the future have the OPTION should I choose to to renew the student 6 month AS 6 month not 30 days and not 0 use which is what I have gotten so far

Business Response: Hello ****,

I'm Kalyan Prasad 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.

I've reviewed your account and understand you're concerned about student prime membership. While I know you're disappointed with our stance on this matter, I want to assure you the information you received from our customer service team on December 16, 2015 is correct.

As mentioned, you'll only receive the 6 months free trail benefits only if a valid payment method is associated with your membership. Since the $1 authorization failed on your card, you haven't received the complete benefits. I see you've already requested our customer service to cancel the membership and we've cancelled it completely. You'll receive any further e-mails to update your payment for prime.

****, I’m sorry for any disappointment caused and appreciate your understanding. While we won’t be able to comment further on this matter, we’re always happy to help if you have any other questions - you can click a button to contact us by e-mail or phone from any Help page on our website.

Regards,
Kalyan K
Amazon.com
http://www.amazon.com

Consumer Response:


Complaint: ********

I am rejecting this response because:

I want ANY trace REMOVED that I ever had it because I got no benifit from it --and why couldn't the 25 buck gift card I had on the account been enough to verify that I had any money? As a student IF you ever went to school you should know how tight money really can get! So even that dollar is worth something 


Sincerely,

**** *******

Business Response:

Hello ****,

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.

We received your request and extend our apologies for any inconvenience this has caused. I can confirm you that the membership has been cancelled on your account. I do understand that you have gift card balance on your account but we're unable to use it for authorizing prime membership. We need to have a valid payment method associated with the membership.

I realize you're upset, and I regret we've been unable to address your concerns to your satisfaction. However, we'll not be able to offer any additional insight or action on these matters, and any further inquiries on this matter will not receive a response.

We appreciate your business and hope to have the opportunity to serve you again in the future.

 

Regards,

Kalyan K

Amazon.com

http://www.amazon.com

Consumer Response:


Complaint: ********

I am rejecting this response because:

unwilling to realise 6 months free means NO charge for 180 days instead is glad to charge after 30 days refuses to do anything to help as far as I can see and I simply want the traces removed so if I ever return after people die I don't have to go thru an extra hassle to get a trial reinstated of a service I NEVER used! 

 

From prime the ONE thing I wanted to ship wouldn't ship prime I've seen what looks like it advertised on Facebook my posts about it arriving in Jan (8-10 was what I was quoted) keep getting deleted because addressing them is just so hard? 

I read not one book with unlimited (I have over a thousand that were "0.00" or FREE on my account) 

i saw not one video clip made no use of audio or video services 

i have no further knowledge of what "prime" entails but I know I received nothing from it so why do I have to go thru MORE trouble to get a 6 month free being I have my student stuff? Why is it so hard to just say "OK used nothing delete whatever it is so can reinstate it herself from the online if she ever chooses to"?

 

should I really be suprised? I have heard plenty of complaints including "2-day" shipping taking in excess of double to triple what you would expect it to! 


Sincerely,

**** *******

12/28/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: As of this typing Amazon has assaulted my checking account without authorization and caused my account to incur NSF fees, extended NSF fees, and other businesses charging me $25 collection fees. I placed an order on November 3, 2015, (ORDER # *******************,) via the website for $282.31. None of the order arrived. After investigating issue, an order to refund my account was requested from Amazon and the refunds posted on November 9 and 10, 2015. November 13, 2015, Amazon posted four "retry" attempts to my account in the amounts of $10.69, $15.63, $73.26, and $3.68 ($103.26.) Each of these unauthorized charges caused NSF fees to be take out of my account plus 5 more totaling $306 plus two extended NSF fees of $15 each totaling $30. Business charges for collections are $25 each with Amazon and others totaling $225 and eight more NSF fees as of 11/30/2015 & 12/2/15 totaling another $272! My account has been drained of $936.26 as of this writing without my consent or authorization! I have attempted to contact Amazon, (hung up on several times - spoke with Jaime (manager) on 11.30.2015 for almost an hour with conversation ending with him hanging up on me and nothing being resolved.... I sent an email 12.2.2015 with no response. This needs to stop!! I don't have the funds for anyone to take my money without my consent! I have tried to get Amazon to stop, but just today I was hit with FOUR more charges from them!!

Desired Settlement: I need Amazon to reimburse my account for all charges incurred due to inappropriate and unauthorized charges made by their direction. (As of today it has reached approximately $936.26.) They also need to stop these "retry" charges for this order!!

Business Response: Hello ********,

I'm Kalyan Prasad 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.

We received your request and extend our apologies for any inconvenience this has caused. I've checked your account and see that we've only charged you once for your order #******************* in the amount of $282.31. There are no additional charges for this order. Further I see that our customer service team has already issued a full refund for you order on Saturday, November 7, 2015 considering it as lost. It can take up to 10 business days for the refund to be processed and posted to your account.

I hope this helps. Please feel free to contact us directly by replying to bbb@amazon.com if we can be of further assistance.


Regards,
Kalyan K
Amazon.com
http://www.amazon.com

Consumer Response:


Complaint: ********

I am rejecting this response because:

I have been trying to resolve this with Amazon since November 13 (phone call.)

I have tried working to keep my bank account from being totally ruined, but Amazon will not stop taking money out. (See bank copies with Amazon clearly listed as the entity to whom the ACH attempt belongs.)

I do not arbitrarily ask businesses to stop taking my money. I am distraught at having to go to these lengths this time. I have ordered from Amazon for years, they are my daughter's favorite place to shop, and this has never happened before.

I have attached documents pertinent to this case. Each day Amazon withholds my money, and all the charges incurred from the November 13 "retry" charges, my account goes deeper in the red and more NSF charges are being incurred to the point I can't pay my bills! 

This has got to stop. I need Amazon to rectify and replace all my monies.

Sincerely,

******** ******

Business Response:

Hello ********,

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've reviewed the previous correspondence with you and the information provided in our last message correctly represents our policy at this time. The original transactions returned as NSF (insufficient funds). So essentially processing additional refunds on an order that was never charged and they had to recollect these refunds. That is the reason why you're seeing additional authorization on your account as the initial authorizations failed. The refunds and returns both took place on 11/09/15, so this was a timing issue. TRS have confirmed that they've waived $25.00 fee for each item. They've also confirmed that the collection on the additional refunds is complete and your account is now cleared. Please call TRS if you're still having any issues with the refund. You can reach them at (800) 366-1049 (outside of the US, call 713-567-0499), Monday through Friday, between the hours of 7:00 a.m. to 9:00 p.m. CST, or Saturday between the hours of 8:00 a.m. to 5:00 p.m. CST.

I realize you're upset, and I regret we've been unable to address your concerns to your satisfaction. However, we'll not be able to offer any additional insight or action on these matters, and any further inquiries on this matter will not receive a response.

We appreciate your business and hope to have the opportunity to serve you again in the future.

 

Regards,

Kalyan K

Amazon.com

http://www.amazon.com

Consumer Response:


Complaint: ********

I am rejecting this response because: They have destroyed my bank account and accept no responsibility for their involvement. Their latest letter was quite demeaning as well, "Any further contact will get no response." I am utterly flabbergasted at how Amazon has been allowed to do this to me, let alone knowing they can do this to anyone.

I have not been heard nor compensated for shady business transactions by Amazon/per Amazon's directives

Sincerely,

******** ******

12/28/2015 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: I placed an order online 12/21/15, with the promise the items would be received on or before Christmas with 2 day shipping. Every single item I needed before 12/24 & 12/25 were Amazon LLC items - not some secondary party. They were all also in stock. So absolutely nothing should have held things up. I went ahead and placed my order - again confirming the shipping date/information. ANO time was a delay mentioned in the shipping times. Yes a couple shirts came back as shipping after the holidays, which was fine. So if there were any issues it should have come up during the ordering process - allowing me the option to use the only gift money we had for Christmas on other options. Instead I placed the order with the guarantee & promise of the items arriving 12/23. Overnight part of the payment was rejected - no problem. I put in a new payment early in the day & all should have been well as it was 12/22 & with 2 day shipping - they arrive 12/24. Then I look online & decided I'd not take the chance & opted for overnight shipping. We absolutely could not have our son have his only presents not arrive, right? Especially the year after a house fire where we lost everything - we can't have 2 ruined Christmases in a row. On the 23rd I received notification that the items I needed most wouldn't be arriving until 12/28. I contacted Customer Service & after awhile I received some half hearted email about a 3rd party supplier, which is NOT true it was Amazon not someone else. And that if I didn't get my order by the end of business on the 28th, which means Monday night when Christmas is days earlier - So sad too bad, we will refund your shipping. So over the next day - after its too late to fix the mess Amazon caused - what exactly am I supposed to do with $60 refunded on more than $200 of gifts? And how am I supposed to fix the mess Amazon caused on Christmas Eve when there's no possible way to shop before stores close for some cheap $60 replacement on his gifts.

Desired Settlement: I not only want ALL of my shipping credited - I want a very large credit for my son to go shopping for something he may want above and beyond what may arrive days after Christmas. Amazon.com knowingly misrepresented what they could & would provide - duping me in to purchasing thru them when I could have easily bought rival company items locally instead & been assured of the items when needed. So the fair thing is for Amazon.com to place a credit for my son to shop the site for whatever he wants that is equal in value to what didn't arrive as promised. This won't make up 100% for what Amazon has done to him, our family & our Christmas - but it would be a small start.

Business Response: Hello *****,


I'm Srikanth 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.


I'm sorry to learn about the disappointing experience you've had with the recent order #******************* placed and I appreciate you taking the time to bring this to our attention. I understand that the delivery date for some of the items in this order was changed and they haven't arrived yet.


I've checked the order details and see that this order was split into 6 separate shipments. When we prepare your orders for shipment, we'll try to combine multiple orders into the same shipment when possible. We're usually able to do this if your items are shipping from the same Amazon fulfillment center around the same time to the same address. There are times when we won't be able to combine shipments. These types of orders won't be combined with other orders when shipped:

* Orders that can't be shipped from the same fulfillment center to meet your promised delivery date.
* Orders shipping from different fulfillment centers.


I've checked and see that the payment for the shipment #1 wasn't successful initially when the order was placed and we've sent you two payment decline notifications on December 22, 2015. I see that you've updated the payment method and we were able to authorize the payment successfully once you've updated the payment method. Please be informed that when you make certain changes to an order via Your Account, our system tries to determine the best fulfilment plan for your order given the new information. Sometimes, this results in a change to the expected dispatch and delivery dates for the order.


In this particular case, updating the payment method has prompted our system to re-evaluate our inventory as described. I'm sorry if this wasn't clear and I do realize the importance of these items as they were ordered for a special occasion.


I've checked and confirm that the items from shipment #1 have been shipped and will be delivered by December 27, 2015. Further, I see that our customer service team has issued a full refund of $70.13 for the shipping charges to your original payment method. While we've issued a complete refund for the shipping charges, we are unable to issue any further concessions on this order.


We appreciate your understanding in this regard.


Please feel free to contact us directly by replying to bbb@amazon.com if we can be of further assistance.


Regards,


Srikanth.G
Amazon.com
http://www.amazon.com

Consumer Response:


Complaint: ********

I am rejecting this response because:

Your response was inaccurate - the items were from an Amazon facility, not a 3rd party.

 

also on the initial order page the items were said to arrive by 12/23 with 2 day shipping.  On the payment & order page - same information was listed.  After the 2nd payment was corrected early on the 22nd - the shipment was slated to arrive (per your site) on 12/24.  I didn't want to run any risk of it not arriving & therefore opted for 1 day shipping to receive the 23rd.  

All of this was per your information & per your pages - not my decision or actions.

 

Sometime between the night of the 23rd & early 24th the items were changed to 12/27.  I immediately contacted customer service & instead of offering a FULL refund to somehow purchase additional gifts last minute - I received back shipping costs.

 

these items were all for 1 child & they get 3 things.

1 they wear - backpack

1 they want/need - Kindle

1 they read - House of Fire (or whatever the name of the book)

 

so so when you kept the $$ which is the ONLY money I had for Christmas presents at all for my child & then didn't tell me until it was too late to even go to a dollar store for something - and shared that not only were you not shipping until the 27th - you hadn't even put the order together as of the 24th.

 

you completely misrepresented your shipping policy and procedures.  You guaranteed delivery by 12/23 with the shipping I selected.  Thru no fault of mine - Amazon completely ruined Christmas for a child.

 

so no I don't accept your "resolution" because it doesn't make things right for my child who thanks to your company had nothing to open Christmas morning.

 

your lies and shoddy business practices are not acceptable!!

Sincerely,

***** ******

12/28/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Amazon offers a A-Z guarantee against bad sellers but this seller blatantly sent me a used pair of boots without tags and than tried to trick me into returning product at my own expense despite a disclaimer that any products returned without tags do not get a refund?? I asked Amazon for a immediate refund based on sellers response but Amazon is more frustrating than the bad seller filing wrong claims and being rude!

Desired Settlement: I want my money back in full and than I want a prepaid shipping box sent here to return this used boots without tags and obvious wear.

Business Response: Hello *****,,


I'm Srikanth 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.


I'm sorry to learn about the disappointing experience you've had with the order #******************* and the seller couldn't assist you. I understand that you've received used boots and asked you to return the item at your own expenses. Looking at your order, I see that it was placed with ActivInstinct , a seller on our website.


Orders through Amazon Marketplace work a little differently than those made directly from Amazon.com. These third-party transactions are between the individual buyer and seller, with Amazon.com serving as the venue for the exchange. Amazon.com is not directly involved in these orders--all fulfillment and shipping is performed by the sellers.


I've checked and see that the seller has last responded on 12/24/15. The following message was sent to you by ActivInstinct :
-----------------------------------------------------------------------------------------------------
Hi *****,Again I do apologise the goods were sent you in an unacceptable condition, but we cannot refund your money until the boots are returned. I appreciate this is adding further inconvenience, but we do not have a pre paid facility for you to return the items with. We will be more than happy to cover the cost and issue a full refund once the items were received.
I do apologise once again for the inconvenience caused.
-----------------------------------------------------------------------------------------------------


All our seller orders are covered by our A-to-Z Guarantee. I've checked and can confirm that A-to-z Guarantee Claim was filed on December 23, 2015 for this order. You can see the most current status of your claim at the link below:

https://www.amazon.com/gp/a-z-guarantee/help.html?orderID=*******************


Processing should be completed within 1-2 weeks of the date the claim was submitted. Once approved, your Guarantee reimbursement will be credited directly to the same payment method used for your purchase.


I'd like to ask you to send a report to our investigations team about this. Each report they receive is investigated and the appropriate action is taken. However, we won't be able to release the outcome of the investigation. Please go to the link below and select "Report a violation of our rules" as the subject line:

http://www.amazon.com/gp/help/reports


You may include the order ID if available. If the order ID isn't available, please include the ASIN in the comments and fill out the seller name field when submitting the form.


Your experience here has been highly unusual and is not at all typical of what you can expect when shopping with us. You're a long-time and valued customer of Amazon, and I hope you'll give us another chance.


Please feel free to contact us directly by replying to bbb@amazon.com if we can be of further assistance.


Regards,


Srikanth.G
Amazon.com
http://www.amazon.com

Consumer Response:
Complaint: ********

I am rejecting this response because: I bought these boots on Amazon.com, I feel Amazon.com is totally responsible for the vendors that sell on their site 3rd party or otherwise..THERE IS NO DISCLOSURE THAT IF YOU BOUGHT OFF ACTIVINSTINCT THAT IT IS A 3RD PARTY SALE? I bought these boots in good faith but received a terrible/used product that ruined my Christmas forcing me, a handicapped man on ontario disability to go out in this mess shopping putting me at risk!...and now this shady business who it seems Amazon.com is trying to pawn off with the 3rd party rant wants me to send used boots back at my expense despite their own waiver that states..NO TAGS, NO REFUND"...look at the complaints about returns against this company in the month of December alone...this is not acceptable, I want my money back and return box sent with prepaid postage..I FEEL AMAZON.COM IS RESPONSIBLE FOR ANY SELLERS ON THEIR SITE 3RD PARTY OR OTHERWISE!...I GUARANTEE WHEN THEY PAY THEIR PERCENTAGE TO USE YOUR SITE THAN THEY ARE "YOUR" SELLER, end of story.

Sincerely,

***** *****

12/28/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: My husband placed a simple order on 12/17/2015 for an order under 100.00 ($98.31) Order #***************** When the order processed we got the thank you for your order confirmation email and the 98.31 went into pending status at our bank. Shortly after the order was placed my husband realized he had not updated the shipping address, we called back and were advised to go online on a desk top, we did. All was still confirmed. My husband received an email on 12/18/2015 that the payment information needed to be updated and the payment had declined. Long story short we have been on the phone with your office, I cant even tell you how many times since then. Our bank has verified the 98.31 has been pending since 12/17/2015 and today I have been on the phone with my bank, with your office, left my job twice to go to the bank to get this issue resolved and the only resolution was to cancel the order and wait for my funds to come back to my bank. WELL, amazon says we never had your funds, the bank will not credit back the pending charge so now we have NO MONEY, and the surprise Christmas Present my husband was trying to get for me is NOT a Surprise and now is not even coming and did I mention...We HAVE NO MONEY, until my bank can try to get it back from a place that says they don't have it. With all the time we have spent, the time I have lost from work today having to go to the bank not only have lost wages today, I have no money in my bank for my husband to even go and get me something else. The bank said we would have to wait up to 72 hours then they will file a dispute. THE BOTTOM LINE THIS IS AMAZONS' issue that has caused all of this...... At this point the right thing to do is send the surprise printer as a gift to customers who are now not feeling so Merry~ ******* ******

Desired Settlement: I feel at this point AMAZON should send this product to us overnight for guaranteed deliver by Christmas EVE at no charge. 98.31 is less than a Prime Membership which we were going to complete right after this free trial that has not proven to us that AMAZON is worth that. My heart breaks for my husband. He recently had major surgery and this was a surprise gift he wanted me to have not only for Christmas but to show how much he loves me for caring for him during his recovery while working full time.

Business Response: Hello *******,


I'm Jones Edward 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.


I'm sorry to hear about the problem you've had with the payment used on order #*******************.


I've checked your order and see that your order was cancelled by our customer service team. We're unable to determine exactly why your bank declined our attempt to charge your card.


Please know that, when you place an order shipped and sold by Amazon.com or one of our merchant partners, we contact your bank for a purchase authorization to verify your card but don't actually charge you until the order ships. An authorization isn't an actual charge to your credit card or bank account. Rather, it confirms the card and reserves the funds until the order ships. These authorizations will usually show as “pending” or “memo” on your bank statement and it may reflect on your actual balance.


I'd also like to inform you that we are not able to contact issuing bank regarding the removal of authorizations due to security reasons. Hence, I'd request you to contact your bank for assistance. They can tell you why funds on your account may be unavailable and clarify how long they hold payment authorizations for online orders. This hold time may vary from bank to bank and may sometimes be up to 10 days.


I can provide you with the settlement verification code. It depends on the policies of your bank, but this may be able to help your bank locate and remove the authorization in question. Here’s that information:


- Settlement Verification Code: ******


I see that a new order for "Epson WorkForce WF-3620 WiFi Direct All-in-One Color Inkjet Printer, Copier, Scanner", was placed on December 22, 2015 which is scheduled for delivery by December 24, 2015. At this time, i won't be able to issue complete refund on the order. However, because of circumstances, I've issued a refund of $19.66 which is 20% off the total order costs. You'll see the refund on your credit card statement in the next 2-3 business days.


Once processed, you'll also be able to see the refund request here:


https://www.amazon.com/gp/css/summary/edit.html?orderID=*******************


If clicking on the link doesn't work, please make sure you're signed into the account you used to place the order. After you're signed in, try clicking it again or copying and pasting it into your browser's address window.


Please feel free to contact us directly by replying to bbb@amazon.com if we can be of further assistance.


Happy Holidays!


Regards,

Jones Edward

Amazon.com

http://www.amazon.com

Consumer Response:


Complaint: ********

I am rejecting this response because:

Sincerely,

******* And *** ******

 

Good morning,

 

I would like to thank you for your response, however I would like to clarify some of the statements you have provided. My bank never declined, or rejected the funds. I made two trips to the bank to try to figure out the issue, the second trip was with one of your reps on the phone. This representative was the only one who took the time to listen to not only me but my banker. Our bank showed the fund were in pending status waiting for Amazon to take, that is when the representative, after 3 days decided to cancel the order feeling at that point there may be something wrong in AMAZONS system associated with our order. There was NEVER a money issue on our side, other than with confirmation from our bank the funds were there per the request of AMAZON and in waiting for your systems to take.  24 hrs. after the order was canceled the funds were back in our account, rcvd from AMAZON and we were able to place a new order and did get the printer on Christmas Eve.

We have received the 19.00 refund as per your response offer and do appreciate that. No further action is requested.

12/28/2015 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: I ordered a game for a Play Station on 12-14-15 and I paid for 2 day shipping. That meant that my game should have been delivered on 12-17-15. I received an e-mail confirming my order and the delivery date. The order would be delivered on 12-17-15 by 8pm. I had plans for that day but because of all the theft going on I cancelled my plans and stayed home all day waiting for it and all day Amazon it kept telling me that it was out for delivery. I kept going on line and tracing my order, and it kept saying it would be delivered by 8pm EST. At 5pm EST (2pm west coast time) Amazon changed my e-mail to read they were out of stock and my order wouldn't be delivered until 12-22-15 but they still were charging me for the 2 day delivery! Now how could it have been out for delivery when they were out of stock? When I called they denied that the game had ever been given a tracking number since it hadn't been shipped! When I asked how can that be I had been following the tracking number all day! They still insisted I couldn't have since they never gave it a number! This is not the first time Amazon has pulled this stunt! Now they finally refunded my charge for a 2 day delivery and gave me 1 day delivery for free. The e-mail I received says that the estimated delivery date is Monday Dec. 22. When I demanded that the word "ESTIMATED" be removed the woman refused. When I asked her what happens if it doesn't come she told me we'd cross that bridge when we came to it! And as far as contacting my credit card company to refund the shipping cost Amazon is NOT supposed to charge you UNTIL YOUR ORDER IS SHIPPED!! Amazon thinks that they can solve every problem by throwing money at it. It's time for Amazon to be held accountable for it actions! And they must be stopped from going into your personal computer and changing times and dates without your permission. If there is a change they must be made to send you a new e-mail. By their method you have no proof because they have changed the original times and date!

Desired Settlement: I would like a confirmation that the game will be delivered by Dec.22. And that Amazon be stopped from changing the contents of e-mails that they already sent to you and are now your private property. This seems like theft to me. If I went into their company and began to change things they would have me in jail so fast I wouldn't know what hit me! Please get them out of my private mail! Thank you

Business Response: Hello ******,


I'm Mahesh 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.


I'm sorry for the delay in the shipping of the order #*******************, I understand you are disappointed and upset.


******, I've checked the emails that were sent to you and see that we did not provide tracking number in any of the emails that we've sent from the time you've placed the order. I see that the order is delivered to you on December 21, 2015 as per the tracking details below:


https://wwwapps.ups.com/WebTracking/track?track=yes&trackNums=****************************


You may write us back with the tracking #*********************************88, that you've been using to track the package. We send emails when ever there is a delay in obtaining the item from our suppliers, shipping it from our fulfillment centers along with updated delivery date. We do not ask to contact you about refund of the shipping charges, however, in this case, as we waived the shipping charges even before the item is shipped, we asked you to contact your bank for confirmation.


We do not log in to your account and change the estimated delivery dates or any other information and we do not remove the word "Estimated" from our emails.


Please feel free to contact us directly by replying to bbb@amazon.com if we can be of further assistance.

Regards,


Mahesh.V
Amazon.com
http://www.amazon.com

Consumer Response:


Complaint: ********

I am rejecting this response because: This is exactly the same response they ALWAY'S give! It's word for word They already sent me this e-mail and this guy has had NOTHING to do with this mess! They did NOT change the stunts they pull! Please do what I asked you to do. It's the only thing that will get their attention and stop this nonsense they keep pulling. In plain English they will lie, cheat and throw money at a problem. They will do ANYTHING but change their practice's!

Thanking you in advance

Sincerely,

****** ****

12/28/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Amazon sales have gone up more than anticipated. However Amazon states They only pay out every 15 days, and does not want to pay me for products sold. I have vendors I have to pay for products they have bought from me but they are not willing to pay for items even though they have been delivered. I have spend all day from 8am to 8 pm trying to contact someone about paying the money owed for items or retuning the items ordered. Customer services reps hang up on me several times pass me off to other reps which I have to explain my situation over again. I have tried calling corporate office and no one will talk to me about the matter. A few customer service reps have gave me mailing address and email address which I have corresponded to with no response. I need to be paid for what has been ordered so I do not ruin my business practices or fall deliequent on my bills. Also they have enough nerve to charge me for their services when they owe me money.

Desired Settlement: I want to be paid for products ordered on a more timely mainner someone from corporate office contact me as soon as possiable, so that we maintain a healthy business partnership.

Business Response:

Greetings from Amazon,

 

The seller contacted seller support and he was provided with the correct information.

 

Amazon does hold for a 14 days period the sales made trough seller accounts as stated on our Business Solution agreement:

 

S-6 Remittance of Sales Proceeds & Refunds.
Except as otherwise stated in this Agreement, we will remit to you on a bi-weekly (14 day) (or at our option, more frequent) basis, which may vary for each Elected Country, any Sales Proceeds received by us or our Affiliates but not previously remitted to you as of the date that is two (2) business days prior to the date of remittance (the "Remittance Calculation Date") (which you will accept as payment in full for Your Transactions), less: (a) the Referral Fees; (b) the applicable Variable Closing Fee; (c) any Selling on Amazon Subscription Fees; and (d) any other applicable fees described in this Agreement (including any applicable Program Policies). When you either initially provide or later change Your Bank Account information, the Remittance Calculation Date may be deferred by up to 14 days. You will not have the ability to initiate or cause payments to be remitted to you. For sellers that registered after October 30, 2011 and are on the Individual selling plan, the remittance amount will not include Sales Proceeds from the 14-day period before the date of remittance. If you refund money to a customer in connection with one of Your Transactions, and the refund is routed through us (or our Affiliate), on the next available Remittance Calculation Date we will refund to you the amount of the Referral Fee paid by you to us attributable to the amount of the customer refund (including refunded taxes and customs duties only to the extent specified in the applicable Tax Policies), less the Refund Administration Fee for each of Your Products refunded that is not a BMVD Product, which amount we may retain as an administrative fee; provided, however, that in the case of a complete refund of Sales Proceeds for a Media Product, we will refund to you the full amount of any Variable Closing Fee paid by you to us (and in the case of a partial refund of Sales Proceeds for a Media Product, we will not refund to you any portion of any Variable Closing Fee paid by you to us). We will remit any amounts to be refunded by us pursuant to this subsection from time to time together with the next remittance to be made by us to you. “Refund Administration Fee” means the applicable fee described on the Refund Administration Fee Schedule for the applicable Amazon Site.

We have provided the correct information trough seller support cases as well seller signed for the solution agreement.

For more information please have the seller looking for the Amazon Services Business Solutions Agreement on the amazon seller central help pages.

 

Best regards.

 

 


Consumer Response:
Complaint: ********

I am rejecting this response because: no agreement was sent to me I was set up with an account over the phone with amazons representitive will. I was under the impression I was paid once a order was purchased. Money is owed for the items bought I need to be paid immediately. Also, second complaint I have made is that someone from Amazon corporate contact me. This has not been accomplished. Where I come from a man is paid for the work he does. Not sit around as you make money off of someone else. 

Sincerely,

**** ********

12/28/2015 Billing/Collection Issues | Complaint Details Unavailable
12/28/2015 Delivery Issues | Complaint Details Unavailable
12/28/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: Amazon is supporting businesses that are falsely advertising products availability. I purchased an item from a seller (Audio Watt Store) on their website. In the advertisement the seller claimed to have 11 items in stock and ready to ship. After waiting 5 days for the order to ship the seller contacted me stating that the item they were going to ship was damaged and that they did not have any more in stock. The seller also stated that they do not hold the stock with them but in fact receive the items from a second party distributer after purchase. The seller is advertising having items in stock that they do not actually have and amazon is guaranteeing these item to ship and be on time while the seller does not in fact have any clue as to what is in stock from their second party distributer. Upon contacting Amazon they stated that all though they support this seller and allow them to do business on their website they will do nothing to correct this situation.

Business Response:

Hello ****,


I'm Srikanth 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.


I'm sorry to learn about the experience you've had regarding the order #******************* and the seller couldn't assist you. I understand that the seller stated that this item was damaged and couldn't ship this order. Looking at your order, I see that it was placed with AUDIO WATT STORE , a seller on our website.


Orders through Amazon Marketplace work a little differently than those made directly from Amazon.com. These third-party transactions are between the individual buyer and seller, with Amazon.com serving as the venue for the exchange. Amazon.com is not directly involved in these orders--all fulfillment and shipping is performed by the sellers.


I've checked and see that the seller has last responded on 12/22/15. The following message was sent to you by AUDIO WATT STORE :
-----------------------------------------------------------------------------------------------------


Hi ****, You know what, since it's holiday, let me see if I can find another similar box for you. I'll send it to you for free. Give me a few days, i'll get you that box for you.
-----------------------------------------------------------------------------------------------------


Anytime you buy from a seller, we encourage you to rate the seller's performance through feedback. You have 90 days from the date of your order to leave a rating and comments on your experience.

To rate a seller, use the link we send in our reminder e-mail or visit Your Orders page in Your Account. You'll find the "Leave seller feedback" link next to the order.

Your experience here has been highly unusual and is not at all typical of what you can expect when shopping with us. You're a long-time and valued customer of Amazon, and I hope you'll give us another chance.


Please feel free to contact us directly by replying to bbb@amazon.com if we can be of further assistance.


Regards,


Srikanth.G
Amazon.com
http://www.amazon.com

Consumer Response:
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

**** ********

12/28/2015 Problems with Product/Service
12/28/2015 Problems with Product/Service | Complaint Details Unavailable
12/28/2015 Billing/Collection Issues | Complaint Details Unavailable
12/28/2015 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: I pre-ordered a launch edition game, but they could not and would not deliver it in a new condition. I told them what they were doing wrong, but they just ignored me and packaged it the same way expecting it to arrive unscathed.

Desired Settlement: I would like them to package the game in a sturdy box sufficiently big enough to put bubble wrap or air cushion all around the game and won't easily be crushed and deliver it.

Business Response: Hello *****,


I'm Vijay K. 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.


I've researched your account and see that one of my colleagues has already created a replacement order for you at no additional charge on November 6. As per the available information, your package was delivered to the given address on November 8. I hope you enjoy your game.

 
Please feel free to contact us directly by replying to bbb@amazon.com if we can be of further assistance.



Regards,

Vijay K.
Amazon.com
http://www.amazon.com
============================

Consumer Response:


Complaint: ********

I am rejecting this response because:

I've been busy and couldn't take care of it, but they sent the game yet again wrapped in cardboard and of course it suffered the same way as the all the rest.

Please, just put the game in a box with enough protection. I have more photos of damages, but it only lets me add four attachments.

Why is it so hard to put something in a box and ship it instead of a bubble pack or a cardboard wrap?

Sincerely,

***** ***

Consumer Response:


Complaint: ********

I am rejecting this response because:

 

I returned the game a while back, but I haven't gotten a refund yet.

 

I contacted the company and they said they'd look into it, but nothing after that.

 

Thank you.



Sincerely,

***** ***

Business Response: Hello *****,


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 understand your concern about the refund for your return.


To make this right for you, I've requested a refund of $38.46 to your payment method.


Since the order was paid by gift card, $38.46 will be returned to your Gift Card balance in 1-2 business days. These funds will be available for your next order. You can view your balance and activity here:


https://www.amazon.com/gp/css/gc/balance/


We hope to see you again soon!





Regards,



Vijay K.
Amazon.com
http://www.amazon.com
============================

12/28/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: wasn't willing to honor there own online promotion discount of 50% that was mailed to my FB account

Desired Settlement: honor there own media marketing campaign of 50% off

Business Response: Hello ******,


I'm Raghavender 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.


Thanks for bringing this to our attention.


Unfortunately, without knowing the exact details of the promotion, we are unable to investigate the problem further.


Please write back with specific details of the problems you encountered and any specific details of the promotion you were attempting to use. Some details we would like to have are:


- The promotional claim code for the offer.
- The URL or directions to where the promotional offer was located.
- Any dates listed within the offer.
- The product category or feature the offer is related to.
- If applicable, the name of any specific items eligible for the offer.
- And, any other specific details of the offer you can locate.
- If you can attach the message offer to this email.


Once we've received this information, we will investigate the situation and contact you back with further information.


We request you contact us directly by replying to bbb@amazon.com at your earliest convenience so that we may assist you further.


Regards,

Raghavender S.
Amazon.com
http://www.amazon.com

Consumer Response:
Complaint: ********

I am rejecting this response because: I have asked to be reached directly so that all the requested information can clearly be directed at one time with a LIVE person at ************

Sincerely,

****** *************

Business Response: Hello ******,


I'm Raghavender 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.


I'm sorry we're not able to contact you by phone as you requested.


While Amazon.com does have a large staff to handle phone inquiries on general topics, there are certain specialized departments that work only via e-mail. Because of the size of our department and the specialized nature of our work, providing phone support would hamper our ability to serve the majority of our customers.


I reviewed the message you sent to us and the e-mail didn't contain any link to the promotion. I couldn't find the exact item you asked about. I'll need more information to locate the item on our website and answer your questions:


1. Complete name of the item.
2. ASIN or ISBN (you can find it in the Product Details section of the item detail page).
3. URL of the promotion detail page
4. Any dates listed within the offer.


Once we've received this information, we will investigate the situation and contact you back with further information.


We request you contact us directly by replying to bbb@amazon.com at your earliest convenience so that we may assist you further. Your understanding is greatly appreciated in this matter.


Regards,

Raghavender S.
Amazon.com
http://www.amazon.com

12/28/2015 Problems with Product/Service
12/27/2015 Advertising/Sales Issues | Complaint Details Unavailable
12/27/2015 Problems with Product/Service | Complaint Details Unavailable
12/27/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: In July 2015 I noticed several (16) unauthorized purchases that were made between 06/05/15 and 07/07/15 on my company credit card. After filing a fraud claim with the bank, we realized that the charges were inadvertently made by a physician that I work for. The physician that inadvertently used my credit card to make the purchases contacted Amazon and had the purchases put on his personal credit card. Amazon has refunded me for ten of the charges, but I still have not been refunded for the remaining six ($7.49 on 06/08/15, $16.99 on 06/08/15, $13.83 on 06/08/15, $113.12 on 06/29/15, $24.99 on 07/07/15 and $52.98 on 07/07/15). My supervisor and I have contacted Amazon at least a dozen times, and each time we are either told that the issue will be taken care of, or that the issue has already been taken care of, yet four months later I still have not received all of the refunds.

Desired Settlement: I would just like to be refunded for the charges that were made inadvertently since they have already been recharged to the correct card.

Business Response: Hello ******,

 
I'm Naseema 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.

 
I understand that you want us to issue refund for mentioned charges.

 
Upon checking, I see the orders were placed from other account. For security reasons we will only be able to take action when the request comes from the account from which the orders placed. At this time we may not be able to issue a refund for the mentioned charges.

 
In this case, we ask you to contact the person who placed the orders and ask him to write from the account. In order to issue refund for the orders we will need to charge another payment method.
 

Once we receive permission we will charge the payment method and issue refund for the orders.
 

Please feel free to contact us directly by replying to bbb@amazon.com if we can be of further assistance.
 

Regards,
 
Naseema S.
Amazon.com
http://www.amazon.com

Consumer Response:
Complaint: ********

I am rejecting this response because: The person who placed the orders (******* ******) has already contacted Amazon several times without any resolution. This is why I have contacted the BBB. I'm not going to ask him to call again so that we can continue to get the run around. I provided account login information in my complaint (**********@gmail.com), and can provide the billing address for that account (*** ** ***** ******** *** | **** **** ****, ** *****). The appropriate payment method has already been provided to you more than once. Please refund the MasterCard ending in **** for orders *******************, *******************, *******************, ******************** ******************* and ********************

Sincerely,

****** ******

Consumer Response:


Complaint: ********

I am rejecting this response because: You have not provided a viable resolution. I contacted the person who placed the orders (******* ******) and he contacted you from his account earlier today. I attached an e-mail from him that includes what was written to you.

Sincerely,

****** ******

Business Response: Hello ******,


I'm Naseema 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.


Thanks for providing us with the email from the person who placed the orders providing permission to refund charges.


I've contacted our billing team to check and process refund for the charges mentioned in the attached email. I just wanted to let you know I'll write back to you with more information once refund gets processed.


Thanks for giving me time to find the best solution.


Regards,

Naseema S.
Amazon.com
http://www.amazon.com

12/26/2015 Problems with Product/Service | Complaint Details Unavailable
12/26/2015 Problems with Product/Service | Complaint Details Unavailable
12/26/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I opened an amazon account several years ago. I would like to have my purchasing account reopened due to and error with someone using my account card and contact information Amazon online store. My account was straightened out with the issuing bank; now I am informing Amazon that the problem was due to someone utilizing my account and identity. *********@aol.com is my email.

Desired Settlement: I would like to use my Amazon account to shop online. Thanking you in advance for your cooperating in resolving a matter.

Business Response: Hello ******,

I'm Purna C****** 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.

I've reviewed your account, and understand you're concerned about its status. A careful review of your account indicates that you have required refunds on a majority of your orders for a variety of reasons.

Through the normal course of business, the occasional problem is inevitable. However, you seem to have had an unusually high rate of problems in your account history.

Effective January 7, 2013, your Amazon.com account was closed and you were no longer able to shop in our store.

As noted in our Conditions of Use, in the section, "Your Account": "Amazon reserves the right to refuse service, terminate accounts, remove or edit content, or cancel orders in its sole discretion."

You may review our full Conditions of Use by selecting the link below:

https://www.amazon.com/gp/help/customer/display.html/ref=help_search_1-1?ie=UTF8&nodeId=508088&qid=1449711028&sr=1-1

Due to the proprietary nature of our business, we're unable to discuss other accounts with you, and the decision to close your account is a final one.

I’m sorry for any disappointment caused and appreciate your understanding. While we won’t be able to comment further on this matter, we’re always happy to help if you have any other questions - you can click a button to contact us by e-mail or phone from any Help page on our website.
Regards,

Purna C****** **
Amazon.com
http://www.amazon.com

Consumer Response:


Complaint: ********

I am rejecting this response because:  It was explained my identity was being used without my permission.  This was reported to my credit card company and it has recently been resolved with my other accounts.  I was not the person returning orders someone internally intercepted my account info from my home along with other personal data.

This was explained when it was discovered what was happening, but Amazon employee were extremely negative.  What is ironic it wasn't only Amazon this had happened with; and has taken two and one half years to get my identity clear with legalize help.  I am asking Amazon to reconsider their decision; or I will need to close the dormant account with the bank.  

I am positive Ms. C****** will get to the bottom of clarifying my account status.  A suggestion to Amazon when a customer suspects they are a victim of identity theft and it is brought to the banks and Amazon attention early, allowing a grace period so the customer can get to the bottom of the situation would be a wise decision.  Being a senior citizen it is more difficult straightening things out quickly. My issue was resolved in July 2015.  
Sincerely,

****** *******

Business Response: Hello ******,


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.


We have considered your request for reinstatement. Upon careful consideration, we have decided your account will remain blocked.

As mentioned, we've closed your Amazon.com account as we've found this account to be related to previously closed accounts.

As noted in our Conditions of Use, in the section, "Your Account": "Amazon reserves the right to refuse service, terminate accounts, remove or edit content, or cancel orders in its sole discretion."
You may review our full Conditions of Use by selecting the link below:

https://www.amazon.com/gp/help/customer/display.html/ref=help_search_1-1?ie=UTF8&nodeId=508088&qid=1449711028&sr=1-1

******, we regret that we've not been able to address your concerns to your satisfaction, or take the actions you requested regarding your account with us. Regretfully, we will not be able to offer any additional insight or action on these matters.

Regards,

Purna C****** *.
Amazon.com
http://www.amazon.com

12/26/2015 Problems with Product/Service | Complaint Details Unavailable
12/26/2015 Problems with Product/Service | Complaint Details Unavailable
12/26/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I was a trying the amazon market place Sellers account sales... option. We listed items and sold lots all of the listed items and fulfilled all the shipping to our customers orders. We shipped all items and they where all received on time by my amazon customers. No major issues, (1) miner but resolved it by issuing a refund to the order and customer. We have done and completed al sales. I was sent a letter not clear but for what ever reason amazon decide to suspend our account for no reasons directly given only a general list of possibility's, but not specific. Ok fine we said.. but AMAZON decided to as policy, place a 90 hold on our final last (2) sales .. to ensure the buyers had no faults with items ordered from us. We allowed the time to pass as we had no options. We waited the (90 days) as they stated placing our final payment on August 19th, 2015 to pay out in November 19th, 2015 Since November 19th, 2015 We have not been able to get the funds, they send us emails stating we need to LOGIN to our Seller Account to update our bank or credit card file for the payment, BUT THEY LOCKED US OUT (THE SUSPENTION) So we cant log in to fix it or update the bank info for our payment. We have made 9 calls to fix or resolve this NO HELP AMAZON REPS RUDE HOSTEL AND DONT CARE, I CALLED CORP,AMAZZO OFFICE to receive no help from them. ALL WE WANT IS OUR FINAL PAYMENT AND MAIL IT TO US THEN THEY HAVE YET TO DO SO.. I HAVE DOCUMENTS EMAILS FROM THE PROVING WEEKLEY THEY OWE US TO CORRECT OUR ACCOUT TO GET THE FUNDS BUT WE CANT DO SO.. very dumb system they have, WE WANT OUR $187.98- DUE TO US FOR SALES WE PROVIED SHIPPED AND BUYERS RECIVED NOT PROBLEMS ALL ORDERS SENT RECIVED BY MY CUSTOMERS AMAZON OWES US WE WANT OUR PAYMENT SENT BY CHECK IN FULL TO US A.S.A.P.. They are hold up our pay roll.now NEVER WILL WE I, FAMILY EMPLOYEES USE THEM OR RECOMEND THEM THEY HAVE BY FAR THE WORST CUSTOMER SRVICE ON EARTH, WORST COMPANY WEV EVER DELT WITH :(

Desired Settlement: MY PAYMENT SENT BY CHECK TO US OVER NIGHT WITH TRACKING PROOF $ 187.98- THE FINAL PAYMENT DUE

Business Response: Originally the funds in the amount of 187.98 were held for 90 days because the account was suspended.  Once the 90 day hold had expired Amazon began to attempt to disburse the funds on the Sellers settlement dates.  However, the disbursements failed.  The Seller was not able to log into their account to update their banking and/or credit card information and the payments continued to fail. Amazon has reached out to the Seller for the address to mail a paper check to, as there was not an address listed within the account.  We have been in communication with the Seller and they have provided the address to mail their check to.  Currently the Amazon Payments Team is reviewing the check request and the Seller has an open case with the Executive Seller Relations Team to track the request.  The case will remain open until the Payments Team has responded back that they have mailed the check to the Seller.

12/26/2015 Problems with Product/Service | Complaint Details Unavailable
12/26/2015 Problems with Product/Service | Complaint Details Unavailable
12/26/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I live in Atlanta, where you can't find many stores that sell snowboard gears and clothes. As I was with Amazon for many years, 7+ years, and I was a prime member, I chose Amazon to shop my snowboarding gears and clothes. Because snowboard gears have differnent size, intuitively you have to try and return those brands or size don't fit. I did that. After a few returns, Amazon closed my account without notice. The reason they gave was too many returns. That's ridiculous. How do you expect your customer keep all of the clothes that don't fit? I don't many returns in the past. And they closed my account without many explanations or reason. Not only that, they don't refund my prime membership and closed my kindle account. That means all the books I bought, they wiped out. That's insane. Those books are mine!!! And they don't allow me to read them. They are like monopoly robbing your personal belongings.

Desired Settlement: Fix my books and other digital contents access Fix my account or return my prime membership fees

Business Response: Hello *******,


I'm Mahesh 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.


I'm sorry to hear the problem with your Amazon.com account, I understand you'd access to Kindle content.


*******, when we close Customers account due to consistently returning large number of orders, we do not close access to your access to Kindle content. Any digital content you purchased with this account is still available to you. To access the content, click the “Manage Your Content and Devices” link on the Your Account menu on Amazon.com (www.amazon.com/manageyourkindle).


As informed earlier, we will not be able to refund Prime subscription fee.


I realize you're upset, and I regret we've been unable to address your concerns to your satisfaction. However, we'll not be able to offer any additional insight or action on these matters, and any further inquiries on this matter will not receive a response.


We appreciate your business and hope to have the opportunity to serve you again in the future.


Regards,

Mahesh.V
Amazon.com
http://www.amazon.com

12/25/2015 Guarantee/Warranty Issues | Complaint Details Unavailable
12/25/2015 Guarantee/Warranty Issues | Complaint Details Unavailable
12/25/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: They offered me store credit if I agreed to "no-rush shipping". So I have on several occasions. I now want to redeem that credit and they cannot tell me if I have any until after I buy something. I called and when the person I spoke to refused to answer I asked for a supervisor and they hung up on me.

Desired Settlement: I would like payment for the 50 times that I have selected "no-rush shipping" or have them put a place on my account where I can see what credit I have and clearly be able to tell where I can use it.

Business Response: Hello ******,


I'm Purna C****** 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.


I'm sorry for any misunderstanding. No-Rush credit is issued per order, not for each shipment on an order.  Any promotional offer related to No-Rush Shipping will only automatically apply if No-Rush Shipping is selected during checkout.


The type of product the credit applies to will be advertised during checkout. The credit will automatically be applied to your Amazon.com account once the item ships. There is no limit to the number of times you can select No-Rush and accept the credit.


For more information about No-Rush Shipping, visit:

http://www.amazon.com/b?ie=********************


Please feel free to contact us directly by replying to bbb@amazon.com if we can be of further assistance.


Regards,

Purna C****** *.
Amazon.com
http://www.amazon.com

12/25/2015 Delivery Issues | Complaint Details Unavailable
12/25/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: **** ***** ***.'s seller account was suspended on October 27, 2015. We just discovered this on November 18, 2015, and it showed our order defect rate was too high and our account has been blocked. I believe that these alleged order defects of Amazon's policies are all a huge misunderstanding in that we had changed our email systems on August 18, 2015 with GoDaddy.com, and unbeknownst to us the GoDaddy.com representative removed our ***************** email address from our email package. Orders were received through the end of September 2015, so we did not know there was any correlation between the email change with GoDaddy and any unreceived correspondence. Our orders are automated, so as soon as they are received from Amazon, they are routed directly into our QuickBooks accounting software, and all tracking is uploaded online through our automated system as well. Therefore, we did not notice order notification emails were not received since those emails were not necessary for us to know we had new orders. There were 3 orders in total that show there were A-to-z claims filed that we never responded to since we had unreceived emails notifying us of any such concerns. We believe that the primary misunderstanding that led to our account being deactivated stems from our unreceived messages. Due to our unreceived messages, we did not know there were any A-to-z claims placed, and therefore did not respond. One of these 3 claims (Order ID ***********-*******) was for a Buyer's Remorse issue where the buyer purchased our item by mistake since they required a much larger commercial unit. Another of these 3 orders (Order ID *******************) was simply for a small missing part from the manufacturer that we would have sent immediately to the buyer had we received the email stating it was missing. Due to this unexpected and unusual communication breakdown, we were unable to resolve these issues for our buyers.

Desired Settlement: I wish to have the suspension lifted from our account and our selling account reinstated. I have taken steps to be certain this does not happen in the future. First, I have resolved the unreceived emails issue by manually re-creating our Amazon email address myself as well as testing it to be certain it is operating correctly. Second, I have updated our Notification Preferences for our Amazon account to email me directly for all Pending Returns Reminder emails as well as all Claims Notification emails instead of our Amazon email account. Third, I have spoken with the manufacturer of the seat cushion (Order ID *******************) and requested that they double-check all packages before shipping to avoid any missing parts or accessories in future. Please clarify why ** **** account is presently blocked / deactivated and what steps we can take to have our account reinstated forthwith. Thank you for your assistance with this matter.

Business Response:

Hello,

 

We have reinstated the account related to email address ***************** and sent the seller messaging stating the same.

 

Regards,

Amazon.com

Seller Performance


12/25/2015 Billing/Collection Issues | Complaint Details Unavailable
12/25/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I recently received numerous emails from Amazon.com regarding my account. Some of these appeared to be Spam, so I checked my Amazon.com account and discovered that I had some unauthorized purchases on there, all in a few days in the month of November. I tried on numerous occasions to contact this company. I emailed them numerous times and even replied to the previous emails I had received from them, to no avail. Because of these unauthorized purchases, I had to pay various fees on my personal checking account, which I had reported to Amazon. I have tried to contact Amazon.com for the last two weeks and cannot get any reply back. I want a reply from them to resolve this matter.

Desired Settlement: I want this company to contact me regarding this matter. I want to figure out a way to get this money returned to me and I want them to stop ignoring my complaints and emails.

Business Response: Hello *******,

I'm Kalyan P***** 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.

We received your request and extend our apologies for any inconvenience this has caused. I understand that you've like to know the details of the unauthorized orders on your account. I've checked your account and couldn't find any orders that match the specific description that you've provided. I've contacted our account specialists about this issue and requested them to provide me with an update on this. Once I receive an update from them, I'll provide you the details.

I appreciate your patience while I continue to work on this matter.

I look forward to following up with you soon. Please feel free to contact us directly by replying to bbb@amazon.com if we can be of further assistance.


Regards,
Kalyan K
Amazon.com
http://www.amazon.com

12/25/2015 Guarantee/Warranty Issues | Complaint Details Unavailable
12/24/2015 Billing/Collection Issues | Complaint Details Unavailable
12/24/2015 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: Their website offers the opportunity to select free 2-day shipping with an Amazon Prime Membership, and when the option is selected (thinking it would tell me a price, and other important information when purchasing a $100 service), it simply took me to a Amazon Prime Membership purchase confirmation page. I immediately cancelled my membership, and called customer service and was told it will take 2-3 business days to refund. This is ridiculous. The option does not allow you the chance to review billing/cost before making a purchase of the membership.

Desired Settlement: The option to select "free 2-day shipping with prime membership" should allow you the chance to review in full disclosure, the cost of purchasing the membership.

Business Response: Hello *****,


I'm Vivek 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.


I understand your concern in getting charged for Prime directly instead of being provided a preview of complete amount towards Prime membership.


I can tell you've given this a lot of thought, and we're grateful you took the time and opportunity to send us your ideas. To ensure your ideas are reviewed, I've shared your comments with website listing team for their consideration when planning future improvements. We are always happy to hear our customer's feedback on how we can improve the services we offer.


I've checked your account and confirmed that Prime membership has been completely canceled and a full refund of $104.94 was issued on December 15 itself.


This refund will go through within the next 2-3 business days and will appear as a credit on your billing statement. Please note that this does not include your bank's processing time. On the date the refund is completed, we'll send you an e-mail confirming the date, amount and payment details.


We appreciate your thoughts. Customer feedback like yours really helps us continue to improve our store and provide better service to our customers. Thanks for taking time to offer us your thoughts.


Please feel free to contact us directly by replying to bbb@amazon.com if we can be of further assistance.


Regards,

Vivek Y.
Amazon.com
http://www.amazon.com

12/24/2015 Delivery Issues | Complaint Details Unavailable
12/24/2015 Delivery Issues | Complaint Details Unavailable
12/24/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Product arrived damaged and not as described. Contacted Amazon. A-Z claim filed on November 30th. I provided the seller with the return of damaged item and was only refunded 1/2 of purchase price with seller claiming 50% damaged product fee. Amazon contacted seller on December 10th and it's been 5 days with no return contact from seller and they keep telling me they give all parties substantial time to respond yet when I filed claim, I was told 1-2 weeks to resolution and we are on day 16 and I'm being told another 1-2 weeks. Item was returned and had to pay out of pocket for shipping. Seller got item back and is refusing to continue contact. Amazon is refusing to help me and refund the rest of the money. Seller has many bad complaints and issues, while I have none.

Desired Settlement: I want the rest of my refund. It's been too long already.

Business Response:

Hello from Amazon.com.

 

We have no refused to assist the buyer.  The buyer's claim with Amazon is still open, and we are still in the process of arranging a resolution.  While most claims are resolved within 1-2 weeks, some may take longer than this, particularly if there is a return require or unique circumstances.  We expect the resolution to be provided within the next 24-48 hours, as the time frame given for the seller to act will have expired, enabling Amazon to take action on their behalf. 

We would ask the buyer's continued patience in the resolution, as we have never strayed from our commitment to provide them a resolution in this matter, we simply have asked for additional time to communicate Amazon's policies to the seller who fulfilled the purchase. 

Thank you,


12/24/2015 Problems with Product/Service | Complaint Details Unavailable
12/24/2015 Advertising/Sales Issues | Complaint Details Unavailable
12/24/2015 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: I made a trade-in of iphone 5S gold with Amazon.com. ( Trade-In ID: TRN****************) I used the shipping label provided by Amazon, however, the package was lost by UPS during transit.(UPS tracking# ******************) I contacted Amazon immediately, but the agent asked me to contact UPS. This is from Amazon " Hello, I understand your concern regarding the Trade-In ID: TRN****************. We will not be able to refund you unless we receive and process it. Please contact the carrier for further assistance. You need to file a lost claim with the carrier. We will not be able to assist you regarding this issue. We will be able to refund you only if we receive the trade-in. We appreciate your understanding. Best regards, Account Specialist Amazon.com" I called UPS and they said only the shipper can open a claim for the lost package but they are nice enough to open a claim on behalf of me for courtesy. I then submitted all the required documents to UPS for view. after one week, I called UPS to check the status of this claim, they told me the case was voided out by Amazon.

Desired Settlement: I ask Amazon to refund me the trade-in value of this package of $209.01 since the package was lost.

Business Response: Hello ********,


I'm Suresh of 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 understand your concern regarding the Trade-In ID: TRN****************.


I've checked with the concerned department and found the current status of trade-in for Apple iPhone 5s Unlocked Cellphone, 16GB, Gold is yet to be received.


Normally once we receive your Trade-In and if your submission is accepted by the merchant, Amazon Gift Card funds in the amount of the quoted trade-in value for your item(s) will be automatically deposited in your account.


We will not be able to refund you unless we receive and process it.


Please feel free to contact us directly by replying to bbb@amazon.com if we can be of further assistance.


Regards,

Suresh P.
Amazon.com
http://www.amazon.com

Consumer Response:


Complaint: ********

I am rejecting this response because:

The package has been lost in transit, so Amazon can never receive the package.

I use UPS shipping label provided by Amazon.

like I said on my 1st email, I contacted UPS and they confirmed the package was lost.

UPS asked amazon to contact them in order to find the package.

I should not be responsible for the lost package because it is not my fault.

can you check UPS tracking #?

Sincerely,

******** **

Business Response: Hello ********,


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'm writing to followup about your Trade-In ID: TRN****************.


I've contacted the appropriate department and we've filed a claim with UPS. At this time we'd like to issue a refund of $209.01 to your MasterCard.


I'd like to have your permission to issue a refund to your MasterCard. Please feel free to contact us directly by replying to bbb@amazon.com so that we can issue a refund for your Trade-In.


We hope to see you again soon.


Regards,

Suresh P.
Amazon.com
http://www.amazon.com
==========================

Consumer Response:


Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

please wait after I receive the refund from amazon to close the case

Sincerely,

******** **

12/24/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: September 25, 2015 charged $67.00 for Amazon Prime September 27, 2015 canceled Amazon Prime and received e-mail from Glen C. at Amazon.com promising a credit on my statement with in 2-3 business days. Did not receive a credit on credit card statement as promised. Currently I have filed a dispute with credit card company awaiting the outcome.

Desired Settlement: Full Refund to my credit card as promised.

Business Response: Hello *********,


I'm Naseema 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.


I'm sorry to hear that refund of your Prime Membership has been issued to your Gift card balance instead of your Credit card that was associated to your account.


To make it right for you, I've contacted our payments team and removed Gift card balance amount from your account and issued refund of $67 to your Visa card.


Refunds typically process within 5-7 business days and appear as a credit on your statement.


I hope this refund helps. Please feel free to contact us directly by replying to bbb@amazon.com if we can be of further assistance.


Regards,

Naseema S.
Amazon.com
http://www.amazon.com

12/24/2015 Billing/Collection Issues
12/24/2015 Delivery Issues | Complaint Details Unavailable
12/23/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Amazon closed my account because of some weird transactions going on with my account. They did not warn me that this was going on they just closed my account one day with out even sending out a warning email.

Desired Settlement: My account should be reopened because I never got a warning email about any of the transaction in regard to my account (this should be illegal) How are you going to close someone's account without even sending out a warning? I need to contact the news about this.

Business Response: Hello *****,


I'm Jones E***** 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.


I understand you received an email from our account specialist about the closure of your account.


I've checked and confirm the information you received from our Account specialist correctly represents our policy at this time.


We closely examined your account, your order history, and your related accounts to ensure that any decision regarding your account was made according to our policies. As mentioned in our Conditions of Use: “Amazon reserves the right to refuse service, terminate accounts, remove or edit content, or cancel orders in its sole discretion.”


You can review our Conditions of Use on our help pages here:


https://www.amazon.com/conditionsofuse


Also, our Account Specialist has confirmed that there is no unauthorized activity on your account.


Your account will stay closed. I realize you're upset, and I regret we've been unable to address your concerns to your satisfaction. However, we'll not be able to offer any additional insight or action on these matters, and any further inquiries on this matter won't receive a response.


We appreciate your understanding.


Regards,


Jones E*****


Amazon.com


http://www.amazon.com

Consumer Response:

Dear Sir or Madam,

Why did they say I could appeal this decision if Amazon is not going to honor the appeal that they said I could do? Can I please speak to someone that is not reading a script?  Why did Amazon send me an appeal email? If you check the FIRST email that was sent to me, it said that I COULD APPEAL THIS CLOSING. Thanks!

Best,

 

 

Complaint: ********

I am rejecting this response because:

Sincerely,

***** ****

12/23/2015 Problems with Product/Service | Complaint Details Unavailable
12/23/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: #TRN-*************** I sent Amazon.com my iphone 5 for trade-in and was told that I will get the Amazon credit in 2 days. They received it on 16th December and today is 21st December and I have yet to see any Amazon credit. Tried to contact customer service by web chat,also, sent numerous emails to cs-reply@amazon.com but my request falls on deaf ears . I want my credit ASAP.

Desired Settlement: I want the promised Amazon.com credit ASAP.

Business Response: Hello *****,


I'm Jones E***** 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.


I'm sorry; your submission for "Apple iPhone 5 Unlocked Cellphone, 16GB, White", (trade-in order #TRN-***************) was not accepted.


According to the information provided by the facility processing your submission, the specific reason your item didn't meet the trade-in conditions was: Data could not be reset on Green T or iTunes.


Please understand that the Trade-In submission is accepted by the merchant and item should be on merchant's condition guidelines as listed on our website. If the items doesn't meet merchant's expectation and condition guidelines, items will be returned to the customers. All the items not accepted by the merchant will be returned to you approximately 14 days after receipt.


It looks like your return package is in transit. You can track the progress of your return package from Your Trade-In Account:


http://amazon.com/tradein/youraccount


The items you trade are thoroughly inspected against the conditions described here:


http://www.amazon.com/gp/help/customer/display.html/?nodeId=*********


For full details, please read the Trade-in Program Terms and Conditions:


http://www.amazon.com/tradein/terms


If you haven't received the return by January 16, 2016, please feel free to contact us directly by replying to bbb@amazon.com so that we will look into it and assist you further.


Thanks for your patience and understanding.


Regards,


Jones E*****


Amazon.com


http://www.amazon.com

Consumer Response:
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

***** *****

12/23/2015 Delivery Issues | Complaint Details Unavailable
12/23/2015 Problems with Product/Service
12/23/2015 Problems with Product/Service | Complaint Details Unavailable
12/23/2015 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: I placed an order with Amazon (Order # *******************), for a total of $2,587.94. According to Amazon's tracking, they were delivered and signed for by "****" on November 19th. According to Amazon, this is the office manager in my building's residential management office. I contacted the office and they do not have the packages. I contacted Amazon, and received a response from "Chris", without any means of replying to his correspondence. Chris ends his e-mail with "When the product has been returned, I will be happy to process the refund" suggests that I am in receipt of the items - I am not! Is the implication that I am trying to defraud Amazon? The facts of the matter are this: I receive packages from Amazon all the time, packages which are often left with the building's office. According to Chris, these packages were signed for by Sue ****, and that she says I picked them up. As I am frequently picking up packages from the office (usually in batches), how is she to know the specific packages that this refers to were actually collected? The system they operate in the office is this: they pile all the packages up as they accumulate, and allow people to just grab what's theirs. This could mean that someone else took the packages, or they were misplaced by the office, but I don't want to offer unfair speculation. I have emailed Sue, and she has confirmed that there are no packages still in the office under my name. The people in the office seem honest, so I'm guessing that there has been some unintentional mix-up. Either way, I did not receive these packages -- they have either been stolen or lost. Nowhere is there any record of me having taken receipt of these items, so I am deeply upset by Amazon's response. They had no authorisation to leave these packages with anyone other than me! This is their responsibility, not mine.

Desired Settlement: I would like a full refund, and will settle for nothing less.

Business Response: Hello *****,


I'm Swetha 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.


I'm sorry to learn that you've not received the order#******************* though tracking specifies that it was delivered.


It's disappointing to hear our customer service team wasn't able to resolve this concern for you. I'll be sure to follow-up on any helpful training opportunities to ensure we do everything possible to avoid situations like this in the future.


In this case, I've contacted UPS customer support and they confirmed that the order was delivered on November 19, 2015 and signed by ****.


As UPS has confirmed that the orders were delivered we are unable to issue refund or replacement.


I request you to contact the person who signed for the packages and check with them.


Further, if the building has a mail room, concierge or manager on duty, then the carrier may not deliver to door as some buildings don't offer access to residence without a pass of some sort.  Please note that we can't compel the carrier to deliver to the door if their policies stipulate otherwise and you may want to discuss delivery options with you buildings' management personnel.


I realize you're upset, and I regret we've been unable to address your concerns to your satisfaction. However, we'll not be able to offer any additional insight or action on these matters, and any further inquiries on this matter will not receive a response.


Regards,


Swetha K.
Amazon.com
http://www.amazon.com

Consumer Response:


Complaint: ********

I am rejecting this response because:

I did not receive these items -- I have checked with the office in question, and they do not have my items! I paid Amazon to deliver these items to me - they were delivered to a different address within my building (an office with which I have no association), and signed for by a person who I did not authorize. I do not know where they went from here, but they are not in my possession.

I don't know who is responsible for these items going missing, but it is not me. I cannot believe Amazon's response -- I paid for these items and have not received them. Considering the relative expense I refuse to let this matter drop. The office it was delivered to do not have the items - I do not have the items, and at not point did I sign for / confirm receipt.

Sincerely,

***** **********

Business Response: Hello *****,


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've reviewed your e-mail and understand you're concerned about your order#*******************.


I've once again contacted UPS and they specified that the order has been delivered on November 19, 2015.


As you specified that you've not received the order, an investigation claim has been opened by UPS, so they can investigate this situation.


The below reference numbers have been provided by UPS which can be used to track the claim status:


For tracking number: ****************** - Claim reference number is ***********.


For tracking number: ****************** - Claim reference number is ***********


For tracking number: ****************** - Claim reference number is ***********


The investigation can take up to eight business days to complete. UPS specified that they will contact you to check if you've received the package.


In this case, I request you to wait for the investigation to be completed. Once its completed we'll be able to take appropriate action.


I realize you're upset, and I regret we've been unable to address your concerns to your satisfaction. However, we'll not be able to offer any additional insight or action on these matters, and any further inquiries on this matter will not receive a response.


Regards,


Swetha K.
Amazon.com
http://www.amazon.com

Consumer Response:


Complaint: ********

I am rejecting this response because:

It is still clear from this tracking that I did not receive these packages. They were delivered to someone else - not me. I am not responsible for this oversight by Amazon / UPS.

Sincerely,

***** **********

12/23/2015 Delivery Issues | Complaint Details Unavailable
12/23/2015 Delivery Issues | Complaint Details Unavailable
12/23/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I ordered the un65js8500 Samsung tv on a black Friday sale for $2000. The package was lost by the shipping company, and after getting a runaround for a week, so I called to get a replacement. A replacement was offered, however the item was an older model without the specs I purchased. They then proceeded to claim the tv was bought through a third party vender, however I have a snap shot of the purchase that states it was sold and fulfilled by amazon.com, as a result should of been replaced with the exact same tv at no additional costs or a upgraded newer model (does not matter that the price went up after the sale as it was a binding contract). Instead of replacing the tv, that they are now selling for 3,000$ I was forced to take a refund, and as a result have to now purchase the same tv elseware for a higher price then was paid for in the contract that was issued by the purchase.

Desired Settlement: I don't want a refund, instead I want the tv I purchased. or a newer model as they were both on sale and within 500$ of each other during sale at no additional charge.. here are the 2 tvs that would satisfy me. Samsung UN65JS8500 65-Inch 4K Ultra HD 3D Smart LED TV (2015 Model) (which was what I purchased) or the upgraded model this (preferred replacement after all this hassle and wasted time) one: Samsung UN65JS9000 Curved 65-Inch 4K Ultra HD 3D Smart LED TV (2015 Model) Both are sold and shipped from amazon as the originally purchased tv.

Business Response: Hello ********,


I'm Naseema 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.


I'm so sorry to hear that you haven't received your order #******************* for  " Samsung UN65JS8500 65-Inch 4K Ultra HD 3D Smart LED TV (2015 Model)  ".


While I know you're disappointed with our stance on this matter, I want to assure you the information you received from our customer service team on December 13, 2015 is correct.


As mentioned, since the refund has been processed we're unable to create a replacement for this order.


If you prefer to place the new order for same item, as informed by our CS team please place order for the item by using the refund issued to you and the promotional certificate of $150.00 issued to your account.


Once you placed order please reply back to this email so that we'll honor the same price of $1,997.99.


Rest assure that as promised we'll make your Total order cost to  $1,997.99.


I realize you're upset, and I regret we've been unable to address your concerns to your satisfaction. However, we'll not be able to offer any additional insight or action on these matters, and any further inquiries on this matter will not receive a response.


We appreciate your business and hope to have the opportunity to serve you again in the future.


Regards,

Naseema S.
Amazon.com
http://www.amazon.com

12/23/2015 Problems with Product/Service | Complaint Details Unavailable
12/23/2015 Problems with Product/Service | Complaint Details Unavailable
12/23/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: This is regards to my latest order with Amazon- I have a complaint about how you are trying to trap the buyers- I had placed this order and on checkout I was shown this message- "YOUR COST WOULD BE 52$ INSTEAD OF 82$. If you apply for Amazon Rewards Visa Card Now and you'll get an Instant 30$ off." Now if you understand it in english that means your current order will be 30$ off when you apply for the card. And I fell into the trap, I did apply, it opened up a a pop-up it discounted me 30$ dollar but When I came back to my main screen, My order was still pending and of 82$ not 52$. I placed it to try and see if I get an ""INSTANT"" 30$ off. Which from what I understood by now that you'll get only when you buy your second order, you can use that 30$ card later not an ""INSTANT"" off as they mislead you. My concern is why is misleading language used on checkouts. Why is that ""INSTANT"" off. And I really don't want this card now. You can keep it. I contacted Chase but they say they don't cancel once applied.They even had a hard inquiry on my credit score which effects my score badly. I am really really not satisfied with this way. Please stop misleading and let me know how do I cancel my Visa card application without my Credit score being effected. And now when I call Amazon care they say Chase will give 30$ off. Chase say they don't do it, Amazon pays you gift card. What a fraud. They won't cancel your card, won't give you off. What a poor way of earning money and business. I'd rather stick to other online stores. I making hours of calls for getting what I was promised ""AN INSTANT 30$ OFF"". Bravo. Thanks amazon for forcing this card on me for nothing.

Desired Settlement: Correct the wrong Misleading text you use to offer 30$ off, its not and instant off, its once you are approved for card and can apply for your future orders not current order. Don't show customers that you'll be charged x-30 for current order, where x is your current order amount. I am already cheated but stop cheating more and forcing your cards onto people for nothing. And if possible please give me my 30$ off and I can't cancel my card now, which I am not interested in anymore.

Business Response: Hello *****,


I'm Naseema 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.


I understand your concern regarding Amazon Rewards Visa Card offer for Instant Gift Card.


Please do understand that An Amazon.com gift card is automatically added to your Amazon.com account upon the approval of your Amazon.com Rewards Visa card application. I'm sorry that this was not clear at the time of purchase.


For your reference, I've provided help page on our website to know more about Amazon Rewards Visa Card offer for Instant Gift Card.


https://www.amazon.com/gp/help/customer/display.html/ref=help_search_1-3?ie=UTF8&nodeId=201634760&qid=1450199099&sr=1-3


Since, Amazon.com Rewards Visa card is issued by Chase Bank. You'll need to contact Chase for questions regarding your account or cancellation of card.


You can contact Chase Card Services directly:


Amazon.com Rewards Visa Card: 888-247-4080
Chase Card Member Services: https://www.chase.com/amazon


*****, I realize you're upset, and I regret we've been unable to address your concerns to your satisfaction. However, we'll not be able to offer any additional insight or action on these matters, and any further inquiries on this matter will not receive a response.


We appreciate your business and hope to have the opportunity to serve you again in the future.


Regards,

Naseema S.
Amazon.com
http://www.amazon.com

12/23/2015 Advertising/Sales Issues | Complaint Details Unavailable
12/23/2015 Problems with Product/Service | Complaint Details Unavailable
12/22/2015 Problems with Product/Service | Complaint Details Unavailable
12/22/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Amazon has removed my seller privileges, so I cannot sell items on Amazon and they are saying my buying account was in violation. Amazon refused to disclose what this violation was and went ahead and removed my privileges for selling thus causing harm. I know they are a big company and they do as they wish often times bullying people without thought to how it may hurt someone. This is unjust and I request my seller account be re-instated.

Desired Settlement: I would like my account re-instated and would like to receive a credit on my account of $200.00 to help with the damage this has caused to me. Amazon needs to stop bullying people without any explanation or thought to the harm they are doing. They couldn't even call me and sent me a odd e-mail that was not specific at all.

Business Response:

Hi,

 

This seller can appeal this action to cis@amazon.com. Their seller account was only closed due to issues with the buyer side of their account and writing to this email address will help them resolve their issue.

Regards,

Amazon.com

Seller Performance

 

 

Consumer Response:
Complaint: ********

I am rejecting this response because: Amazon never gave an explanation on what the issue was with my buying account, I know I purchase a lot, so I suppose they are penalizing for over-purchasing. Amazon needs to re-instate my seller account and it would help if they would credit my account for $200.00 for the huge inconvenience this has caused.

Sincerely,

***** ****

12/22/2015 Delivery Issues | Complaint Details Unavailable
12/22/2015 Billing/Collection Issues | Complaint Details Unavailable
12/22/2015 Problems with Product/Service | Complaint Details Unavailable
12/22/2015 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: AMAZON promised deliery by dec 10 at 8 PM, then Dec 11, now Dec 12, I needed this item on the 10th or I never would have ordered it. For all of you depending on delivery dates from AMAZON dont add 4 times what they say and maybe you will get. This will be last year I use amazon

Desired Settlement: I want charger NOW iif not pAY ME FOR DAMAGES $1000 PER DAY min

Business Response: Hello *****,


I'm Srikanth 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.


I'm sorry to learn about the delivery issues you've had regarding the order #******************* placed for "Nokia Lumia Travel Charger with Detachable Micro USB Charging Data Sync Cable for Compatible with Nokia Lumia 1520, 1020, 925, 928, 920, 900, 820, 800 ". I understand that this order hasn't arrived yet and the delivery date was changed.


Most of our orders are delivered on time and without any issues, however, we do depend on the carrier's ability to deliver the packages as per the schedule, to a large extent. Unfortunately, despite our best efforts in shipping the order out on time, delivery of packages is delayed on rare occasions. It’s unusual that our carriers aren’t able to meet our guaranteed delivery dates. With that said, I've forwarded your feedback to our shipping department--I know they'll want to hear about your experience.


I've checked the tracking details and can confirm that this order has been delivered on December 11, 2015. In case, if you still haven't received this package, please let us know and we'll assist you accordingly.


Please feel free to contact us directly by replying to bbb@amazon.com if we can be of further assistance.


Regards,


Srikanth.G
Amazon.com
http://www.amazon.com

12/22/2015 Problems with Product/Service | Complaint Details Unavailable
12/22/2015 Billing/Collection Issues | Complaint Details Unavailable
12/22/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I have been a customer of Amazon.com for years and have been constantly amazed at their level of unprofessional behavior. A few months ago I ordered a cd by way of their site from an overseas seller and they allowed my credit card information stolen and I had to close the account, a prepaid account I may add, at considerable personal cost and aggravation. After a few months of cooling off I thought I would give Amazon another shot and since I had only a scant amount of money left on my prepaid mastercard for Christmas and needed to get my niece something decided to turn to them for a cd that fit my budget. I bought the aforementioned cd and left enough money in my account to cover the monthly charge to keep my account open which is NOT through a bank only to find yesterday that this crooked company charged me twice for the same item. I got in contact with customer service only to be told I was lying and there was one charge. I spoke to a customer service agent with my prepaid credit card and she said there were two charges and it was Amazon's responsibiility to take it off which they won't. This has considerably disturbed me. I've had my integrity questioned not just that my sanity and I would like them to take the erroneous charge off my card.

Desired Settlement: I want them to take the erroneous charge off my card.

Business Response: Hello,


I'm Swetha 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.


I've reviewed your e-mail and understand you're concerned about the charge on order#*******************.


I've checked and see that the payment method selected for the order was a PIN-less debit transaction.


Generally, PIN-less debit transactions post to your account when your item is being prepared for shipment. This typically happens on either the same business day as your purchase or the next available business day if your purchase falls on a weekend or holiday. Your financial institution knows your available account balance at the time of each transaction, and may decline your purchase if you don't have a sufficient balance available.


In this case, when you placed the order, the payment card was authorized on December 5, 2015. However, a new authorization was requested when the system could not use the earlier authorization and payment card was charged once the order was shipped on December 8, 2015.


As the payment method used was a PIN-less debit transaction the authorization will appear as a charge on the card. You'll need to contact your bank for assistance. They can tell you why funds on your account may be unavailable and clarify how long they hold payment authorizations for online orders. This hold time may vary from bank to bank and may sometimes be up to 10 days.


I can provide you with the settlement verification code. It depends on the policies of your bank, but this may be able to help your bank locate and remove the authorization in question. Here’s that information:


- Settlement Verification Code: ******


We appreciate that you took the time to reach out to us to bring this to our attention, so that we have the opportunity to correct the problem. I realize that your experience reflects on our company as a whole.


Please feel free to contact us directly by replying to bbb@amazon.com if we can be of further assistance.


Regards,


Swetha K.
Amazon.com
http://www.amazon.com

12/22/2015 Problems with Product/Service | Complaint Details Unavailable
12/22/2015 Problems with Product/Service | Complaint Details Unavailable
12/22/2015 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: I pay for prime membership. This impliesif I buy a prime item purchase I get 2 day shipping. Ends up that's not always true. I ordered a few items it's over a week later nothing. I had to call to find out the packages are simply missing. There are no options to allow customers to ask for a status update. Or to report a packages is missing. So I had to call to find out what I can do. I was told that this is a common problem. Why are members paying for 2 day shipping if it's not going to be shipped in 2 days. It's a breach in contract. If you go to consumers fairs.com you'll see a rating of barely over 1 star. With the majority of complaints being this exact breach in contract for prime members paying for services not there. And it seams Amazon has decided this is ok.

Desired Settlement: An option on website and app for Amazon to allow customers to ask for updates on order statuses. If the order status will not be updated within 24 hours on a 2 day shipping for the ability to cancel order. To know issues with poor service from shipping companies such as usps are being addressed. And for a discount on prime membership cost in the month there is such a problem since Amazon wants to decide it's ok for 2 day shipping to become 8 days is to be a common accurance.

Business Response: Hello ****,


I'm Swetha 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.


I'm very sorry to hear about the delivery problems with your recent order#*******************, and I appreciate you making us aware of your experience.


As a prime customer you intended to receive the items on time, but we haven't met that standard in delivering your order.


Most of our orders are delivered on time and without any issues, however, we do depend on the carrier's ability to deliver the packages as per the schedule, to a large extent. Unfortunately, despite our best efforts in shipping the order out on time, delivery of packages is delayed on rare occasions. It’s unusual that our carriers aren’t able to meet our guaranteed delivery dates.


I've checked and see that the order was shipped by us on December 4, 2015 to be delivered to you on December 6, 2015 as promised but was delayed because some issue with the carrier.


I see that a replacement order#******************* was created when you contacted our customer service as there was no tracking update on the order. I apologize for any inconvenience.


Further, I've checked the tracking on both the original order and replacement order which specifies that the orders were delivered to you on December 10, 2015.


In this case, there's no need to return the extra order. You're welcome to keep, donate or dispose of it--whichever option is most appropriate and convenient for you.


Regardless of the reason we choose to partner with UPS, USPS or any other carrier, you should still expect to receive the same level of service you’ve had with your previous orders, and I’m very sorry this didn’t happen with your latest orders. I'm forwarding this instance to our shipping department--I know they'll want to hear about your experience. We’re aware our choice of shipping methods reflects on our business as a whole, and we’re truly interested in preventing issues like this from happening again. We’ll use your feedback to immediately improve our delivery performance.


We appreciate that you took the time to reach out to us to bring this to our attention, so that we have the opportunity to correct the problem. I realize that your experience reflects on our company as a whole.


Please feel free to contact us directly by replying to bbb@amazon.com if we can be of further assistance.


Regards,


Swetha K.
Amazon.com
http://www.amazon.com

12/22/2015 Problems with Product/Service | Complaint Details Unavailable
12/22/2015 Problems with Product/Service | Complaint Details Unavailable
12/22/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I have tried to reinstate my seller account with Amazon. when I first became retired, I tried to open a seller account and was told that my previous account had been suspended and blocked. I filled out the online form and was told later that a determination was made that I was permanently unable to open a seller account with them. My ex-husband had opened a seller account with them that I was unaware of having been done. He was mentally and physically not well at the time. His doctor had prescribed two medications that were not supposed to have been taken together. As a result, he ended up in the hospital for almost a week where this was found out to be the cause of his illness. Shortly after, he suffered a heart attack. At this time I was overwhelmed with this situation ,as well as, driving 160 miles roundtrip a day five days a week for my job, and taking care of my mother in my home with advanced Alzheimer's. I do not know what my ex-husband did with amazon, and I did not know he did it. I do not understand why I am unable to get a seller account. I do not know if he owed money. I can not fix what I do not know happened. What can I do to reinstate or open a seller account with Amazon?

Desired Settlement: I would like to be able to have a seller account with Amazon. I would like the suspension and block removed so I can move forward with my life and leave this horrible time in my life behind me. What must I do to fix what happened and resolve this problem? I have uploaded the rejection from Amazon that I received. This was on December 8, 2015. The first rejection was in the latter part of 2014. Submitted letters to seller performance at Amazon were similar to the one in BBB complaint section.

Business Response:

Greetings from Amazon,

We have reviewed this customer's appeal and decided to allow the customer to have a second chance account. We have reinstated the account associated with email '*******@outlook.com' and storefront name '*******.' They may use that seller account, the latest one they tried to register with us and we blocked, to have a 2nd chance at selling on Amazon.com. We sent messaging to that email address with this information as well.

 

Regards,

Amazon.com

Seller Performance


12/21/2015 Guarantee/Warranty Issues | Complaint Details Unavailable
12/21/2015 Delivery Issues | Complaint Details Unavailable
12/21/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Called Amazon Customer Service 10/9/15 to see if I could return Ipad Air 2 & Case without restocking fee since I had opened the box. Was told, no problem and that they would initiate the shipping return and refund to my debit card. Later 10/29/15, found out Rep. issued refund to Amazon Gift Card. Took several phones & weeks to get this resolved to issue back as cash, since this was a DEBIT card purchase. I have received multiple emails asking me to call Amazon to check my status of the refund. I was then told 3 weeks ago 11/2/15, refund would be issued and show on my debit card within 10 working days. After 10 working days, nothing shows as a refund, nor does my bank show that any refund is pending. Called back on 12/3/15, Amazon said refund was processed but did not have any reference info to prove process happened. Called back today 12/7/15 and was told I would receive an email before Noon of reference information I could use for my bank to search for refund. No email has been received as of 4:30. It has now been 2 months since the products have been returned, about two dozen emails and about 8 phone calls lasting up to an hour each and Amazon has not refunded anything. At every point, especially the first refund request, it has been Amazon's fault/error and they have acknowledged this. I have no confidence that this money will be refunded without BBB intervention.

Desired Settlement: Refund Amount $548.30 Order #*******************

Business Response: Hello ******,


I'm Suresh of 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’m so sorry for the frustration you experienced after contacting our Customer Service team about the refund for your order *******************.


It's disappointing to hear our customer service team wasn't able to resolve this concern for you. I've reviewed your previous correspondences with customer service and rest assured I'm using this opportunity to provide training and feedback to customer service representative, who couldn't assist you accordingly, in hope of avoiding this type of issues in the future. We hope you'll consider this a "one-off" and something that's not typical of our customer service team.


I've checked your order and see that we've initially issued a gift card refund in the amount of $537.49 on October 29, 2015. This excluded the return shipping charges of $9.50 for your return.


I see that you've contacted us to issue the refund on original payment method instead of gift card. However you've used the amount $1.29 gift card balance on order #*******************.


I've contacted the appropriate department and can confirm that we've issued a refund of $536.20 to your original payment method. Below are the details:


1. Refund of $300.20 on November 20, and $86.00 on November 22, 2015 on this order #*******************.
2. Another $150 refund against Order # ******************* on November 20, 2015.


Our system indicates that the refund is complete. You'll be able to view the completed refund here:


http://www.amazon.com/gp/css/summary/edit.html?orderID=*******************

http://www.amazon.com/gp/css/summary/edit.html?orderID=*******************


At this time we ask you to check back with your bank for a refund confirmation and write back if you don't see the amount in your account.


This refund should have appeared on your next statement after November 22, 2015. If you don't see the refund, you may want to contact your bank to ask about its status.


I hope this information helps. We look forward to seeing you again soon.


Please feel free to contact us directly by replying to bbb@amazon.com if we can be of further assistance.



Regards,

Suresh P.
Amazon.com
http://www.amazon.com

Consumer Response:
Complaint: ********

I am rejecting this response because: there has been no refund issued.  My bank can back this up.  This response from Amazon is simply a "status" on my account that says "Refunded" with a date.  There has been no proof (no reference numbers provided) that can prove a refund has really been issued because it has not.  In a conversation I had with Amazon supervisor on Monday 12/7/15, named Tasha W, I was promised that the matter was with the banking department at Amazon to provide these numbers.  She told me I was have an email back containing these numbers before Noon on the same day.  I received an email from her the next day (attached) that proves there is still an issue with Amazon because they were unable to provide proof over 24 hours later.

Sincerely,

****** ******

Business Response:

Hello,

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 see we've exchanged a great deal of correspondence on this issue already, and I'd like to apologize for that.


I've contacted our payment processor and below are the refund reference numbers.


Order ID: *******************
Amount: $549.99
Ref #: ******
Status: Approved by bank


Amount: $150.00
Ref #: *******
Status: Denied by bank


Order ID: *******************
Amount: $300.20
Ref #: ******
Status: Denied by bank


Amount: $86.00
Ref #:******
Status: Denied


Our payment processor confirmed that the amount of $536.20 was not accepted by your bank. Please reply to this email and let us know whether you'd like a refund check or gift card for the declined refunds.


I'm very sorry about all of this. I hope you'll consider this an isolated incident and give us another chance in the future.

Regards,

Suresh P.
Amazon.com
http://www.amazon.com

Consumer Response:


Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Since this is approaching 3 months to get resolved. I do not understand why, it would require an additional 2-4 weeks to process the check.  If Amazon was indeed considering this an "isolated event", it seems they would incorporate goodwill and rush this refund check.

Sincerely,

****** ******

12/21/2015 Problems with Product/Service | Complaint Details Unavailable
12/21/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: Amozon was advertizing an item (ASIN: B00450U6CS) for 299.99 tried to purchase it sever times and could not. Customer service refused to honor the deal even with the screen print showing them the screen after i refreshed the page. It showed the price and that it was in stock. They refused to honor the deal. I feel that if they advertise something and show it in stock they should provide the item at the price it is listed at.

Desired Settlement: Provide item at price advertised.

Consumer Response: This issue was resolved. After informing Amazon that i filed the complaint they offered similer product at the advertized price.

12/21/2015 Problems with Product/Service | Complaint Details Unavailable
12/21/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Amazon charged my old and new cards with a subscription I did not authorized. They promised to refund me the money they over charged me. I've called in 3 times and they continue to lie to me and state that I will be credited 2-3 business days it's been 4 weeks. I've even spoken with a supervisor and they continue not to give me my refund. My old card has since been cancelled since I cancelled the checking account associated with that account. Amazon had absolutely positively no problem deciding to charge my brand new card with a different checking account with a different company the new subscription fee, but they can't figure out how to refund me to that same account now.

Desired Settlement: I want my 19.98 refund. I either want it sent back to my account or given to me in a gift card from Amazon that I can use to repurchase items. I do use Amazon services.

Business Response: Hello *****,


I'm Vijay K**** 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.


I completely understand your concern about the refund for your Kindle Unlimited Membership.


I've checked and see one of my colleagues has already issued a $19.98 on December 3. Refund will be processed to the same card to which you've been charged. Unfortunately, we'll not be able to change the refund to a different card. If your credit card account has been closed or canceled and you have another credit card with the same issuing bank, the bank can usually apply the refund to your other credit card. If you don't have an account with the bank anymore, they should issue you a refund check.


In this case, I've made a onetime exception and issued a $19.98 promotional credit to your account. For more information about promotional codes, including the terms and conditions of use and what happens when you return an order paid for with a promotional code, go to:


http://www.amazon.com/gp/help/customer/display.html?nodeId=******


Please feel free to contact us directly by replying to bbb@amazon.com if we can be of further assistance.


I hope this helps! We look forward to seeing you again soon.



Regards,



Vijay K.
Amazon.com
http://www.amazon.com
============================

12/20/2015 Delivery Issues | Complaint Details Unavailable
12/20/2015 Problems with Product/Service | Complaint Details Unavailable
12/20/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I submitted an order to Amazon on 11/22/15. The order was paid for in full using cash back dollars through my discover card in addition to a $25. I have an invoice showing $0 balance as well as a completed order. I received notification that my order was declined. I called Amazon on 11/30 and my call was escalated to Frankie, a supervisor. After being on the phone over an hour, Frankie could not explain the discrepancies on my account. He stated the issue will be taken care of. As a result, he removed charges from 2 items on my account, which brought the balance back down to $0 and my items would be released. On 12/1/15 I noted a charge on my discover credit card ending in **** of $78.89. I did not authorize this charge. I called and was escalated to supervisor Alex R. who confirmed that the charge was not authorized, stating it was Amazon's mistake and I would have to wait until I received the order to request a refund of the $78.89. I don't believe it is legal for a company to charge my credit card without my consent. They also removed the discover card ending in **** from my saved payment options without my consent. I also don't believe it's appropriate for them to tell me they can do nothing to correct this issue, other than having me receive the items and return them for a refund. The charge is still on my credit card, and it's a charge I didn't not authorize.

Desired Settlement: I would like my money back $78.89 which I was over-charged and I would like the items I paid for in full on 11/22/15 shipped to me.

Business Response: Hello *****,

I'm Kalyan Prasad 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.

We receive your request and extend our apologies for any inconvenience this has caused. I've checked your order and see that all the items has successfully shipped and should be delivered to you by the estimated delivery date. Further, I've checked with our billing department and they've confirmed that we've only charged you once for the order in the amount of $186.23. We've charged your credit card in the amount of $159.80 and remaining amount of $26.43 was charged on your gift card balance. There are no additional charges on your account for this order.

When you place an order shipped and sold by Amazon.com or one of our merchant partners, we contact your bank for a purchase authorization to verify your card but don't actually charge you until the order ships. Some banks may hold funds in your account for these authorizations even if the order is shipped. It is possible that the additional charges that you're seeing on your account are authorizations.

In this case, you'll need to contact your bank for assistance. They can tell you why funds on your account may be unavailable and clarify how long they hold payment authorizations for online orders. This hold time may vary from bank to bank and may sometimes be up to 10 days.

I hope this helps. Please feel free to contact us directly by replying to bbb@amazon.com if we can be of further assistance.


Regards,
Kalyan K
Amazon.com
http://www.amazon.com

Consumer Response:
Complaint: ********

I am rejecting this response because: I paid for the purchase using Discover cash back and amazon gift card. They should not have charged my credit card After I paid with cash back dollars and the gift card my balance was $0. I have called twice and my calls were escalated with customer service both times. They still charged my discover card $46.92 and I don't owe that amount due to paying with gift cards and cash back dollars
Sincerely,

***** ****

Business Response: Hello *****,

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.

Thanks for getting back to us with the additional details regarding the billing issue. I've checked with our billing team and they've confirmed that we've only charged you $186.23 for this order. We tried to charge your reward points in the amount of $138.47 on Saturday, November 28, 2015 but the authorization failed. See below:

Payment Instrument: **********************************************
Transaction ID: ************
Instrument: ExternalRewardsAccount
Shipment ID: *************
Response: 5/Insuf 5/Insufficient funds
Amount: $138.47 (failed)
Result: Unused

The unused rewards points will be made available when Discover clears the allocation of them. Amazon cannot expedite that process. Please get in touch with your bank to know the status of these reward points. Since the authorization for the reward point has failed our system has automatically charged your discover card and gift card balance to process the order. Here are the details:
--------------------------------------------------------------------------------
Thursday, November 26, 2015 - $33.99 Reward points
Friday, December 4, 2015 - $46.92 Credit card
Friday, December 4, 2015 - $26.43 Gift card
Friday, December 4, 2015 - $78.89 Credit card

These are the only charges that are posted on your account for this order and I can confirm that there are no additional charges.

Please feel free to contact us directly by replying to bbb@amazon.com if we can be of further assistance.


Regards,
Kalyan K
Amazon.com
http://www.amazon.com

12/20/2015 Delivery Issues | Complaint Details Unavailable
12/19/2015 Problems with Product/Service | Complaint Details Unavailable
12/19/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I received an Email from Amazon few days ago regarding my account. They told me I can no longer seel products on Amazon due to I am related to another account who has already been deactived by Amazon, and they think they have banned me before and this is my new account. However, this this the first time I'm selling on Amazon. I have never register another account before. When I ask for further information, they refused to provide their investgation method, and not willing to tell me which Amazon policy I have violated. So, they currently deactived my account. I could no longer sell products on it, and I will not get my money back after 90 day or longer.

Desired Settlement: I wish they could tell me which policy did I violated exactly instead of just saying they think they have banned me before, and this is my sub-account. If I did something against their policy, I will be more than willing to fix my mistake, and get my account back.

Business Response: In accordance with the terms of this seller’s agreement with Amazon Services, we removed their selling privileges and placed a temporary hold on any funds in their seller account on December 4, 2015. The seller was notified of this decision by e-mail on that day.

We took these actions because our records indicate that this seller lost their Amazon.com selling privileges under another account. Once selling privileges have been removed, sellers are not allowed to establish new accounts.

Due to the proprietary nature of our business, we do not provide detailed information on how we determine that accounts are related.

The funds in the seller’s account are not eligible for transfer until March 4,2015. The seller can write to us at payments-funds@amazon.com on or after that date to request a transfer of any funds remaining in their seller account.

After thoroughly reviewing the accounts, we have decided not to reinstate their selling privileges.

Sincerely,

Merchant Review Team
Amazon.com

12/19/2015 Delivery Issues | Complaint Details Unavailable
12/19/2015 Problems with Product/Service | Complaint Details Unavailable
12/18/2015 Advertising/Sales Issues | Complaint Details Unavailable
12/18/2015 Problems with Product/Service | Complaint Details Unavailable
12/18/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Amazon removes reviews for no reason and will NOT turn over my intellectual property as I requested a copy of all my reviews submitted to Amazon. I always write honest reviews, I disclose my reviews and I do not get paid for my reviews and I feel this decision is not right at all and would love to know why. I would like to get answers in regards to this because if this is how Amazon is going to treat me I will no longer do business with Amazon as this was not right to me. I have not been warned of anything nor did I do anything that violated the terms for this to happen as I am up to date on the review guidelines. Now my years of reviews are gone and I am no longer to leave reviews all of a sudden? I had close around 5,000 reviews I have made, which they are now gone. I accept free items in exchange for review, but I always disclose this. I even upload photos of my items not only because it's part of what I do, but as proof I really have an item and not someone going to make fake reviews. So I do not understand why all of a sudden I am in "violation".. where was a warning to even tell me I was doing anything wrong? I always disclose I got the item for free. Yet, I'm in violation for "manipulating" reviews - it makes no sense. I started leaving reviews on Amazon before it was a "trend" and to be tossed out like this is absolutely wrong; especially if I've done nothing wrong or have been warned about doing anything wrong. Amazon only gives a generic response and will not give me specifically my own reason as to what I have done. On top of that I contacted the CEO, Jeff B****, who sounded like he would help only to return a message of the SAME generic response and refuses to give me a copy of my reviews as per my request. As these include my own photos as well as my own writing, I am entitled to a copy of these and want them. Also, as a prime member, I am tired of paying for a membership for my packages to NEVER deliver on time anymore. The customer service is rude.

Desired Settlement: I want a copy of EVERY review I have submitted through Amazon and in a reasonable amount of time. Everyone knows nothing is truly deleted from Amazon and it's my right to have access to my work. Even if it's on my profile and made so only I can view them - I want them. I also want better customer service. I'd really like my reviewer account reinstated as well or someone to reach out with a full explanation of my violation as I followed their guidelines. I'm tired of the copy/paste generic responses. I want a real person giving me real information. I also think Amazon should make their prime membership free since they're not delivering in their promised time. A 1-month extension does no good when the problem continues.

Business Response: Hello ******,


I'm Vijay K**** 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.


I realize you're disappointed about your status as a reviewer. As informed earlier, we have determined that you have manipulated Customer Reviews. As a result, you may no longer post reviews on Amazon.com, and your reviews have been suppressed.


Our policies state that you may not post any review that is misleading or manipulative.


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 this issue.


I realize you're upset, and I regret we've been unable to address your concerns to your satisfaction. However, we'll not be able to offer any additional insight or action on these matters, and any further inquiries on this matter won't receive a response.


We appreciate your understanding.




Regards,



Vijay K.
Amazon.com
http://www.amazon.com
============================

Consumer Response:


Complaint: ********

I am rejecting this response because: This is the same generic response they have given me time and time again without any proof or specific evidence to the review(s) I supposedly manipulated. This letter they are sending is a copy/paste they send to EVERY reviewer they remove and give no specific answers. They also ignore further emails.

Also, they have not provided me with a copy of every review I have submitted to Amazon. While it's their business to no longer accept my reviews, although their allegations are false, I want a copy of EVERY review I have submitted through Amazon as it is my own intellectual property which I have a right to have a copy of. They are refusing to provide this information.

The fact that Amazon can't provide me with any details or a copy of my own reviews honestly makes me wonder if they are simply being bias because I've complained on their social media pages about their lack of prime service. I have witnessed real fake reviews that Amazon will not remove, even though I know for a fact they have been reported multiple times. I don't know what Amazon has to gain by removing honest reviewers like myself, but at the very least I want a copy of all my reviews and I will not be satisfied until I receive them as they are MY property and Amazon is refusing to turn them over.


Sincerely,

****** ******

Business Response: Hello ******,


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.


As informed earlier, you may no longer post reviews on Amazon.com nor we can provide any requested information. To learn more about this policy, please see our Customer Review Creation Guidelines (http://www.amazon.com/review-guidelines).


I'm so sorry, but we can't offer any additional insight or action on this matter.


Thanks for your patience and understanding.





Regards,



Vijay K.
Amazon.com
http://www.amazon.com
============================

Consumer Response:
Complaint: ********

I am rejecting this response because: This is the same generic response they keep sending without any details. They are also refusing to provide me with a copy of my intellectual property, my own submitted reviews and photos. So they are ILLEGALLY withholding my information. I will not accept any "generic" responses. I want my intellectual property which Amazon REFUSES to give to me. They have no reason to with hold my intellectual property and they are not offering anything to resolve this issue.

Sincerely,

****** ******

12/18/2015 Problems with Product/Service
12/18/2015 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: On November 27th 2015 I ordered a Samsung 55 inch TV. Order # ******************* as part of the checkout process I was prompted to choose a deliver date and time. I chose December 3rd between 12& 3 PM. I checked the tracking information early Thursday Morning and saw the following 6:49 AM Package has left the carrier facility **** *****, ** I thought all was good. Starting waiting at noon. Whenever I am expecting something I become a little anxious, and after waiting two hours I check the tracking again now it shows 1:20 PM Package arrived at a carrier facility *********, **, US Starts to seem strange that it has not departed. I wait till 2:30 pm even then I figured I would hear that it was not 3pm yet. The agent was responsive and was confused. She put me on a long hold and when she returned told me that she spoke with XPO and they gave her a shady answer that they did not know when they were going to deliver my TV & that they would call me to reschedule. I explained that waiting for a Phone call was not an option. I also stated that if it was not that I purchased this item through Amazon I would feel like I was scammed. I asked to be transferred to a supervisor Was transferred to the “large items” department. Again was not able to obtain any new information reading when my TV would be delivered. XPO would call me I was told. Now on Friday after no phone call from XPO or Amazon I attempted to call XPO with the number given to me and was greeted by a message to call during normal business hours which it was I call back Amazon again even more frustrated . Once again same answer that XPO will call me and that Amazon can not spend 45minutes on the phone waiting. Again can I speak to a supervisor and waiting for this call is not acceptable. Finally an agent helps and gets delivery rescheduled for Monday December 14th. I was not happy that I had to wait that long and decided maybe if I call Corporate someone would help me. sent back to reg que no more space

Desired Settlement: A PERSON AT AMAZON TO TAKE OWNERSHIP AND WORK TO SOLVE ONE PERSON NOT A RANDOM PERSON THAT I HABVE TO START FROM SCRATCH FROM

Business Response: Hello ****,


I'm Mahesh 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.


I'm sorry for the delay in the delivery of your "Samsung UN55JU7100 55-Inch 4K Ultra HD 3D Smart LED TV", I understand you are disappointed and upset.


****, there was delay with getting the shipment out to the carrier, XPO, which resulted in this situation. I've checked with our Large items team and was informed that the this item is scheduled to be delivered to you on December 14,2015 between 12:00pm-3:00pm.


If in case you'd like to talk to carrier personally, their contact number is : ************ and the tracking number is: *************.


Further, I'll follow up the delivery and contact you if there are any updates on the delivery of the order. If in case you do not receive the TV on December 14, 2015, please feel free to contact us directly by replying to bbb@amazon.com if we can be of further assistance.


Once again, please accept my apologies for the delay in the delivery of the order.


Regards,

Mahesh.V
Amazon.com
http://www.amazon.com

12/18/2015 Delivery Issues | Complaint Details Unavailable
12/18/2015 Problems with Product/Service | Complaint Details Unavailable
12/18/2015 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: On 11/24/15 I ordered a toy on Amazon.com website (the Barbie Glam Convertible) for $12.99 and received information stating that the order will be delivered by 12/07/15. On 12/05/15 a second email stating that the order would be delivered from 12/11 to 12/17/15. On December 8th, 14 (fourteen days) after I placed my order, I received another email stating that Amazon.com did not have the item, but that I could get it from other of their sellers. This third email had a couple of links to the Amazon.com website. I clicked on one of them which took me to a page showing the toy offered by other sellers, but for almost 3 times the price I ordered it for or more. I emailed Amazon.com, but the reply was fruitless. I then called Amazon.com yesterday and talked to Kristen R. She said she found one Barbie Glam Convertible at Amazon.com for $14.99 that would be available on 12/17/15 and that she could put it in my cart, along with a "Promotion credit" for $10 and expedite shipment for the toy as soon as it was available. I saw the item and the credit in my cart online, but the transaction did not go through. Kristen could not explain it and now no one at Amazon.com wants to honor my order. Now the toy is $29 or more and everyone I talk to at Amazon.com (2 additional employees) said that nothing can be done unless I am willing to pay the current price and shipping. There is no excuse for not honoring my order of 11/24/15. When I placed it the item was there and on the 5th the item was there. I cannot accept that Amazon.com does not have a reliable inventory system – that is just as an excuse for not honoring my order. It seems that Amazon.com is holding the item to sell it at a higher price. That should be investigated. Clients need protection from irresponsible enterprises. Clients and especially kids suffer when businesses do not honor their orders, especially in Christmas. This should be investigated.

Desired Settlement: I would like my granddaughter to have her toys for Christmas. My husband and I are traveling on December 22nd and we promised her to have her toys delivered before we leave. We are having a family dinner in ************ on Sunday the 20th and that is when we will be delivering gifts to loved ones and friends.

Business Response: Hello *******,


I'm Srikanth 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.


I'm sorry to learn about the experience you've had regarding the recent order placed for "Barbie Glam Convertible ". I understand this item was cancelled from your order and you are unable to place a new order for the same since the price has been increased.


I've checked and see that this item was cancelled due to inventory issues. I do realize the importance of this item but I hope you understand that we rely heavily on our sellers to provide us with the inventory.


I understand that you would want us to honor the same price for this item. I've checked and see that this item is available with different sellers on our website. Unfortunately, we do not price match the items which are Sold by sellers since the pricing for merchant items are determined by the individual merchant--not by Amazon.com.


However, as a one time exception, I've applied a $16 promotional discount for the price difference directly to your account for use on your next Amazon.com order. I hope you'll accept this as both a gesture of goodwill and an apology for this bad experience.


When you place your next qualifying order, you'll see the promotional funds listed on the Order Summary page, just before you submit your order. If the funds aren't shown, please read the following to ensure your order qualifies:

http://www.amazon.com/gp/help/customer/display.html?nodeId=*******


Please feel free to contact us directly by replying to bbb@amazon.com if we can be of further assistance.


Regards,


Srikanth.G
Amazon.com
http://www.amazon.com

Consumer Response:


Complaint: ********
I am rejecting this response because: I received the same email directly from Amazon yesterday and replied to it as soon as I saw it yesterday asking for clarification, but no one has replied.  In its email, Amazon is offereing a $16 "promotional discount "as a gesture of goodwill and an apology for this bad experience" but there are no details as to how the discount could be used.  I do not understand how would that discount could apply.  Also, if the discount is for the Barbie Glam Convertible, which is the item Amazon cancelled from my order, there is no way I will get it on time or at the price that Amazon committed to deliver when my order was accepted and processed. It is 4:15 PM and I have not received any further communication from Amazon.  No one has contacted me. 

Given the fact that I do not have much time available, I ordered another car for my granddaughter.  It is not the same, but I hope that she is happy with the one I ordered for her from Toys R Us.  I ordered same today, just a little while ago and was notified that same will be shipped to me within 2 days.  I am very dissapointed with Amazon.com.  Amazon did not even try to get another car (which Amazon had or could get from other associated sellers) to fulfill its promise and repair the pain they caused.  To further add to my frustration and dissapointment, Amazon recognizes that I had a bad experience, but its email with the alleged goodwill gesture and apology is not clear. 

Sincerely,

******* **** 

Business Response: Hello *******,


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'm sorry to learn about the misunderstanding regarding the $16 promotional credit issued.


Since, the same item is being offered by different sellers on our website at higher price, I've issued a promotional credit of $16 for the difference amount as we do not price match the items which are Sold by sellers.


Please understand that this promotional credit will automatically apply the next time you order an eligible item sold and shipped by Amazon.com. The promotional certificate doesn't apply to items offered by other sellers on the Amazon.com website and won't cover the purchase of gift cards, sales tax, gift wrap, or additional shipping costs.


Your promotional balance doesn't appear in Your Account, but will always display at checkout when you place an order through the Shopping Cart for an eligible item shipped and sold by Amazon.


Please feel free to contact us directly by replying to bbb@amazon.com if we can be of further assistance.



Regards,

Srikanth
Amazon.com
http://www.amazon.com

Consumer Response:
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  I appreciate that Amazon is trying to compensate for the pain caused and therefore, I decided to accept the $16 credit for a purchase of another item and end this issue. 

Sincerely,

******* ****

12/18/2015 Delivery Issues | Complaint Details Unavailable
12/18/2015 Billing/Collection Issues | Complaint Details Unavailable
12/18/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: This complaint is against the customer service department for their lack of professional and ethical handling of my call. Attempting to locate an order that was overdue I contacted Amazon by phone. The man who answered the phone spoke in rapid and broken English making it extremely difficult to get his name, or even the fact that I was calling Amazon. I explained my late delivery to him and asked for verification, he rapidly fired off information (again in broken English) which lead me to believe that the package was sent via USPS instead of UPS. I do have another order (*******************) that was not part of Prime so I expected significantly longer delivery times on it only. I attempted to explain my grievance over the delayed shipping and on four separate occasions the representative tried to cancel my Prime membership as the solution. I tried to explain that a refund was one thing but I did not want to cancel my Prime account. He attempted to talk me into stopping my membership one last time. I asked to speak to his manager and was told no, because he was “Unavailable”, and the rep would fix the issue. I was honest and explained that we were not communicating effectively, and I wanted to speak to a manager. Again I was told no because the manager was “On call” and not in the office. I asked for a voicemail system to leave the manager a message and was again told no because the manager was “In a meeting”. At this point it was clear that I was now being purposely lied to in order to avoid my speaking with a supervisor. This deceitful behavior is unacceptable from anyone working in customer service, regardless of their reason. I explained that I pay yearly for two day shipping, not 7 or more. He offered to open an investigation but made it clear that other than cancellation of my membership there was nothing he would do to help. It is unacceptable that a representative is so willing to flat out lie about the availability of a manager like that.

Desired Settlement: Even though UPS's poor delivery service is the main cause of this problem, and several others like it, my complaint is against Amazon because they continue to use them. I am also filing a complaint against Amazon due to the customer service representatives lack of clear spoken and understood English, his willingness to lie without hesitation or concern, and his continued resolution of “Just cancel your account”. I would like a full refund of $29.89 for the inconvenience of trying to receive this order, including having to purchase similar equipment locally at almost twice the cost, and the extreme delay (I am an Amazon Prime member and 2-day delivery is quickly become five to eight day delivery). It would also be nice to be able to reach representatives in the U.S. and who speak English clearly and fluently. Finally I would really like it if Amazon could utilize other carriers in my area such as FedEx, DHL, or any of the others who pride themselves on speedy delivery.

Business Response: Hello ********,


I'm Mahesh 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.


I'm sorry for the delay in the delivery of the order #*******************, I understand you are disappointed and upset.


********, I've reviewed your phone call with our customer service and I agree my colleague failed to assist you accordingly but was continuously referring to cancelling and refunding Prime membership. To make sure my colleague is coached accordingly, I've reported the issue to my colleague's Manger.


I've checked the order and see that the package was shipped via UPS Ground shipping. Packages are shipped via Ground shipping whenever a particular item isn't available from the fulfillment centers near your Zip Code. The nearest fulfillment center which had this item was at ************* **. Your package is in transit to be delivered to you at the earliest. As you did not receive the package on time, I've now issued a refund of $29.89 to your payment card, you'll see the refund on your PIN-less debit card after 10 business days. Once processed, you'll also be able to see the refund request here:


https://www.amazon.com/gp/css/summary/edit.html?orderID=*******************


If you do not receive the package after December 8, 2015, please go ahead and re order the same item from us using our One day shipping, write us back with new order #, we will be happy to refund or waive the shipping charges along with honoring the original price, please click the link below to order the item:


http://www.amazon.com/dp/**********


NOTE: Do not order the item from Marketplace sellers, we will not be able to refund.


Whenever you contact us via Phone in the future, please ask to be transferred to representatives in the US.


Further, I've forwarded your suggestion of using other carriers to deliver packages to your shipping address. Please feel free to contact us directly by replying to bbb@amazon.com if we can be of further assistance.


Regards,

Mahesh.V
Amazon.com
http://www.amazon.com

12/17/2015 Problems with Product/Service | Complaint Details Unavailable
12/17/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I've spent about 12 hours with Amazon customer service and have not received a refund for an item I returned 2 weeks ago. Just spent 3 hours today being told the same nonsense that I've heard for the past 2 weeks. "I've initiated a return and your refund will be processed in 1 to 2 business days". It's now 2 weeks and I'm beyond frustrated. I've spent tens of thousands of dollars on this billion dollar company and you would think that they'd have a knowledgeable costumer support that could resolve this issue. Amazon Order no (Business Gift Order): ******************* Returned this gift item on Nov 29th. Signed for by Amazon on Dec 2nd. The item is $577 and I want my refund or the item back. It's ridiculous that I have to constantly contact Amazon for this. I've done everything I can to try to get my money for this item and I'm at the hands of this giant retailer. I also have about $1500 in my Amazon balance that I can no longer get back. I'm fed up with Amazon and no longer wish to use their services but unfortunately I can't get my $577 and I'm forced to spend the balance I have on account there.

Desired Settlement: Send me back the $577 and I'd like a check for the remaining balance in my account. Not to mention the hours I put into this and will have to continue to do so in order to get this resolve. Really disappointed in their service and support.

Business Response: Hello *******,


I'm Mahesh 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.


I'm sorry for your experience with us this time, I understand you are disappointed and upset.


In order not to make you wait any further, I've now issued $577.03 to your Amazon.com Account in the form of Gift card. You will receive the refund with in the next 1-2 business days.These funds will be available for your next order. You can view your balance and activity here:


https://www.amazon.com/gp/css/gc/balance/


Unfortunately, we will not be able to send you a check for the gift card balance on your account, you will have to use them on Amazon.com. We will make sure that this isn't repeated in the future.


Please feel free to contact us directly by replying to bbb@amazon.com if we can be of further assistance.


Regards,

Mahesh.V
Amazon.com
http://www.amazon.com

Consumer Response:


Complaint: ********

I am rejecting this response because:

 

I've been told that nonsense for 2 weeks now. That someone there has initiated a refund and it will take 1 to 2 business days. I'll believe it when I see it in my account. It should be issued immediately.  Not sure what all this nonsense of 1 to 2 days is.


Sincerely,


******* ** **

12/17/2015 Billing/Collection Issues | Complaint Details Unavailable
12/17/2015 Problems with Product/Service | Complaint Details Unavailable
12/17/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I have sold items on amazon and now you are holding my money because of a pending chargeback from september and I have waited long enough for a resolution to this issue. I am demading you release my money that is owed to me or I will pull everything i am selling on amzon off your website and return everything i have bought from you in the past.

Desired Settlement: I am looking for my $112.48 funds to be released to me or i will never buy or sell on amazon and will return everything i have in my house back to amazon.

Business Response:

Greetings from Amazon,

 

A chargeback occurs when a cardholder contacts their bank to dispute the charge for an order placed on Amazon.com. Chargebacks are also known as "charge disputes" and they can be filed for a variety of reasons, including unauthorized use of the credit card.

As outlined in our agreement with you:

You are responsible for chargebacks filed for service-related reasons, such as non-receipt of the item, against your account.

Amazon Payments is responsible for any payment-related fraud chargebacks, such as stolen credit cards or other payment fraud attempts.

 

https://sellercentral.amazon.com/gp/seller/registration/participationAgreement.html

 

Please check section 2. Service Fee Payments; Receipt of Sales Proceeds.

 

Responding to a chargeback claim:

When a buyer contacts their credit card company to request a chargeback, the credit card company will contact Amazon.com to request details about the transaction. In turn, Amazon Payments will contact you via an email notification to request transaction information.

You can respond to a chargeback notification in one of two ways:

By issuing a refund immediately.
By representing your case to the credit card company via Amazon.
Note: You must respond to any chargeback notification within 7 calendar days of the email notification date. If you do not respond to our notification, you may be debited for the transaction. You will also need to reply to any additional requests for information within the time-frame stated in the request.

 

Representing your case:

If you choose to represent your case, we will ask you for the date you shipped the item, the shipping method you used, and any tracking information. If the buyer claims that they received an item that is materially different from what they saw on the website, we may also ask you for item information.

You are required to provide all the information outlined in our chargeback notification regarding the disputed transaction. Additionally, we encourage you to include any correspondence you may have had with the customer in your response to our notification.

To expedite the chargeback resolution, include as much information as possible in your initial response. If you do not provide a sufficient response to a chargeback claim, do not adhere to the terms and conditions of our agreement, or the card issuer decides in favor of the cardholder, Amazon Payments will debit your account for the chargeback amount.

To represent your case, follow these steps:

On the Performance menu, select Chargeback Claims.
Click Represent your case.
Read the Review the Chargeback and Order Details section.
Complete the Represent your case section. Buyers do not see your comments. The comments are for Amazon investigators only.
Click Continue to submit your response.
You also can represent your case by replying to the chargeback email notification with the requested information.

 

If you have questions about a decision on a prior chargeback, reply to the email notification or write to chargeback-billing-reply@amazon.com.

Consumer Response:


Complaint: ********

I am rejecting this response because:

 

You did not answer my response.  You are acting like you want to loose me as a customer.  I have been with you for 15 years and this is how you want to ****** treat me.  I already responded to the claim and a month in half is just uncalled for.  Also your rep told me I would have my money back in 14 days and it never happens.  I demand you to give me my ****** money or I cancel my account and sell my stuff some where else and I will return everything I I ever bought from amazon because you.  go **** your self amazon
Sincerely,

**** *****

12/17/2015 Problems with Product/Service | Complaint Details Unavailable
12/17/2015 Guarantee/Warranty Issues | Complaint Details Unavailable
12/17/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: On 11-24-15 I placed an online order from Amazon.com for $162.87. Upon receiving the completion of my order, I checked my bank account to make sure the correct amount was taken out. On 12-7-15 I noticed amazon had taken out a total of $174.94 in 4 separate charges. I did notice a credit for $7.08 posted by them on 11-27, however $4.95 was still missing - and not authorized by me when I placed my order on 11-24. I contacted their CS at 9am to find out why I was over charged. The Rep I spoke with, Camalia (?) had me on the phone for 45 minutes, placed me on hold 4-5 times to 'look into it,' and each time she came back on, she had no further information to provide me as to the unauthorized charge. I finally asked to be connected to a Supervisor only to be told they were 'all busy' and refused to give me a first name of any of them. She assured me I would get a call back by end of the business day. It has now been 48 hours and it is clear no one intends on following this phantom charge with me.

Desired Settlement: Not only am I looking for the unauthorized money placed back into my bank account, I would like an explanation as to WHO authorized an extra $12.07 taken out of my account in the first place - and Why. I am very weary of purchasing online to begin with and I thought Amazon was a trustworthy business. If I do not understand how this extra money was taken without my authorization, how do I know going forward this will not be done by them again. Thank You,

Business Response: Hello *******,


I'm Mahesh 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.


I'm sorry for this experience with us this time, I understand you are disappointed and upset.


*******, I've checked your order #*******************, and see that it was sent out in four different shipments. According to our policies, we authorize your payment card for the complete cost of the order as soon as you place the order and proceed with charging your payment card once the items are shipped out.


In this case, the item "TY Beanie Baby - ROCKET the BlueJay Bird" costs $5.91 + the item "Ty Beanie Baby Stripers Plush - Tiger" costs $6.79 = $12.70. Now that these two items shipped separately you see an additional charge of $12.70. *******, in these situations we direct Customers to their bank, who I'm sure have cleared the authorizations off of your payment card by now. As you said the four separate charges are as follows : $52.81 + $5.91 + $6.79 + $97.36 = $162.87.


Please know Amazon takes utmost care and precaution to protect Customers information and we do charge Customers with out their permission or additional to what they order with us.


I assure you that you aren't charged twice or extra other than the order cost, you could always shop with us without hesitation.


Please feel free to contact us directly by replying to bbb@amazon.com if we can be of further assistance.


Regards,

Mahesh.V
Amazon.com
http://www.amazon.com

Consumer Response:
Complaint: ********

I am rejecting this response because: The facts stated by Amazon Customer service are false. I have been in contact with my bank, who confirmed that Amazon had, in fact, taken out a total of $174.94 - in it's totality . Again, per my bank, Amazon withdrew in 4 installments for my order placed on 11-24-15. $104.44 on 11-25-15, $6.79 on 11-25-15, $4.99 on 11-27-15, and $58.72 on 12-2-15.  These charges total $174.94. Furthermore, I have spoken to two different customer service representatives from amazon.com who both confirmed an overage charge of $12.07 but could not tell me why or what it was for.

Sincerely,

******* ********

Business Response: Hello *******,


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.


*******, please allow me to explain you about the four charges once again"


$104.44 includes $97.36 + $6.79
$58.72 includes $52.81 + $5.91


$97.36 + $6.79 +$52.81 + $5.91 = $162.87.


As you said $7.08 is credited to your account November 27, 2015, we did not charge you anything extra o