Business Profile

Ecommerce

Amazon.com

Headquarters

Complaints

This profile includes complaints for Amazon.com's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

58,119 total complaints in the last 3 years.
21,756 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:12/06/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
The date of transaction was Nov 1st, 2024. I include a picture above. I have really stated that I only wanted to buy packages delivered to the Amazon hub lockers located at my apartment complex due to what happened when it was delivered. I never received a package. I would like another one to be sent or I would like my money back considering that my delivery instructions were not followed. I have said do not deliver to the front door. I would even have been happy if they deliver them to another locker that was close. Im not understanding why Amazon does not want to follow my delivery instructions ive asked for it to be delivered to the locker because there is a problem with me receiving them if not, and thats exactly what happened this time. I would like the item to be replaced or my money back so I can get that gift again it is for my my who needs one badly. I use Amazon a lot and have only asked for a refund or the product to be sent over a few times and thats only when my delivery instructions were not followed, and the package was stolen. I am very upset because I do use Amazon a lot if they would send me another one I would be greatly appreciative. Thank you for your help regarding this.
Business Response
Date: 12/12/2024
Hello ******** ********,

I am ******* from Amazon.com. I am writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I have provided the BBB with a copy of this message.

I've checked your issue regarding the delivery of your order ending with 7645.

Upon checking the details of your order, our team has already issued a refund of $26.05 to your original payment method on Dec 6, 2024.

I hope this confirmation helps. We look forward to seeing you again soon.
Initial Complaint
Date:12/06/2024
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
In the last 4 weeks I have had to reset my amazon password at least 8 times. It has gotten to the point that they can tell me the account is on hold but will not say why. They continue to send the issue over to their account specialist team that sends the exact same email back in response every time (received at least 6 times but only 4 examples provided, please see attachments). At one point we were told we needed to verify my identity but have received no paperwork or option to do so. I spend a lot of money on their site between prime, THOUSANDS in dollars of orders every year, video subscriptions, kindle subscriptions. I am not getting the service I paid for. I am unable to use my prime benefits for Christmas shopping. It does not seem fair that Amazon is locking me from my account when I pay so much for the benefits every year and they cannot or will not tell me why. If there is so security concerns here, which from a supervisor I spoke to on 12/5 there was no account concerns, they shouldn't be able to prevent me from using my account. Can you please help me figure out what is going on and get a resolution?
Business Response
Date: 12/22/2024
Hello ***** *******,

I am ******* from Amazon.com. I am writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I have provided the BBB with a copy of this message.

I've checked your issue regarding the hold on your account.

Upon checking the account, I see that the account is currently not on hold and our team has stated that they have secured your account and sent you an email confirmation.

Furthermore, they have stated that they have performed the following actions to protect your information:

-- Disabled the password to your account.
-- Reversed any modifications made by this party.
-- Canceled any pending orders. You can ignore any confirmation emails that you received for these orders.
-- Restored any gift card balance that may have been used. It may take 2 to 3 days for the gift card balance to be available in your account.
-- Disabled the Two Step Verification in your account. Please reactivate if appropriate.

We also recommend that you do the following:
-- Review all recent activity on this card and report any unauthorized charges to your financial institution. As the refund will not be issued by Amazon, your financial institution will send you forms to formally dispute the unauthorized charges. The applicable merchants will be notified and charged back, and your account will be credited.
-- Do not click on unknown URLs with suspicious hyphens or symbols in the domain.
-- Clear cookies on the browser and avoid using public networks to access your account.
-- Run antimalware scans on your frequently used devices.
-- Review and end any active remote access session on your devices.
-- Keep your operating systems up to date.
-- Reset the password of your personal email address to prevent any further unauthorized activity to your account.

If you cannot access the confirmation email, follow the steps below to regain access to your account.

1. Sign in to your account by creating a new password. We recommend that you set a strong password by following our Secure password tips provided on the Create a new password screen.

2. After signing in to your account, go to Your Account > Login & Security and complete the following tasks:
-- ********** phone number, if not already added.
-- Enable two-step verification.

3. Once you regain access to your account, you may need to:
-- Re-enter your complete payment method information the next time that you place an order.
-- Re-enter any addresses that you recently added to your account.
-- Check your subscriptions, if you have any. You may need to update them.

If you have any trouble regaining access to your account, please contact **************** and ask to be transferred to the ************************* for help.

We appreciate your patience and look forward to seeing you again soon.
Customer Answer
Date: 12/23/2024

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,

***** *******
Initial Complaint
Date:12/06/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Greetings,I am writing here because Amazon did not let me send the requested documents to complete my video verification.On November 29, 2024, I completed a video interview with one of Amazon's representatives (around 9 pm GMT+5). On the call, the representative promised to send me instructions on where to send the employment contracts for my former employees. He promised he would send a relevant email address.However, its been 7 days, and I still have not received any email from Amazon regarding where to send the documents. Moreover, the Seller Support represetative mentioned on the that I need to send the contracts within 5 days of video verification. On December 3, 2024, without any instructions, I sent the requested information to 2 email addresses: inbound-********************************* and scram-********************************* I know many sellers send their documents to these emails after video verifications. However, I did not receive a response from those emails **********, the 5 days for the document upload have passed, and I still have not received any guidance on how exactly I should provide this information. Moreover, I also did not receive any info on why this happened despite my emails to ************************* doing this, an Amazon representative endangered my business on Amazon. I kindly request somebody else from Amazon to intervene and let me pass the video verification and let me sell on Amazon ********** regards.
Business Response
Date: 01/20/2025
Hello,

Thanks for reaching out to FIRE team.
Seller has already failed the *** that was conducted on 11/29/2024 07:37 PST.

Regards,
Business Response
Date: 01/24/2025
Hello,

We have reviewed this account and the information provided. We have determined that this seller may not sell on Amazon as their account may have been used to engage in fraud or other illegal activity.

Due to the proprietary nature of our business, we do not provide details on our investigation methods.

Sincerely,
Amazon.com Seller Performance
Initial Complaint
Date:12/05/2024
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Long story short. Amazon delivered me a game called chicken and hotdog vs the underware i ordered. I took pics of the item and refused it with the driver because it wasnt what i ordered. I reached out to Amazon even sent pictures of the item that was attempted to be left at my house and i keep being told to return the underware for a refund but NEWS FLASH i didnt get the **** underware. This is because the slow people working there can barely understand English theyre outsourced which is fine by me but not when i need help. Ive emailed them now 6 times and chatted 3 times and Ive gotten no where. Attached are the pictures Id like my money back or a gift card refund honestly idgaf i just want it made right. Ill also be reaching out to their OFFICE OF THE PRESIDENT i spend almost 1k a month with Amazon and though it may not be **** ***** type of money its mine and i work hard for it and i dont appreciate the treatment im getting i need a refund or the underware shopped in the RIGHT side and color that i ordered 1. Order ID ******************* 2. Amazon essentials mens underware size xxl color (black white stripe/camo/ dark blue/ mil) 3. YOU DELIVERED A HOTDOG CHICKEN GAME VS WHAT I ORDERED AS YOU WILL SEE IN THE *** PICTURES
Business Response
Date: 12/06/2024
Hello *****,

I'm ********* 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 reviewed your complaint and I am sorry that you received a wrong item instead of "Amazon essentials mens underware"

Here in this case, you do not need to return the item and as a one time exception, I issued a credit of $19.51 in the form of gift card balance on your Amazon account.

You can donate, dispose or keep the wrong item that you received.

You'll be able to view your gift card balance in Your Account here: ****************************************************************

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.

Thank you for your cooperation.

Regards,
********* *****.
Customer Answer
Date: 12/10/2024

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,

***** *******
Initial Complaint
Date:12/04/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I made a purchase through the Amazon App for cargo carrier around 06/13/2023. I used ACH as the form of payment. The next day I canceled the order (successfully). I then placed a new order for the item on 06/15/2023. Amazon charged me for both items, even though the first had been cancelled and never recieved. After numerous phone calls with Amazon and being told I was not charged, I contacted my bank and had them stop pay. I had provided proof to the bank and they concured that it was invalid. Amazon then sent a notice to ********* and had me blacklisted from using checks. I had since spoken to Amazon who confirmed that I did not owe them anything. All conversations though resulted in being told they could not undo the problem with Telecheck and that it was my problem.
Customer Answer
Date: 12/04/2024
I attached the order that was canceled causing the problem as well as the replacement order.
Business Response
Date: 12/22/2024
Hello *****,

I'm Harasankar 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 complaint and checked with the concerned department in this matter.

After reviewing they've requested you to share the order numbers related to this issue. Once we have the order numbers we can review the issue and assist you further.

Rest assured, once we have additional information we will address the issue as soon as possible.

We look forward to seeing you again soon.

Best regards,
Harasankar.M.
Amazon.com
Customer Answer
Date: 12/23/2024
111-8454838-8245047 ($233.25)
See attachment.

The replacement order was

111-4453710-0454659
See attachment.
Business Response
Date: 01/04/2025
Hello *****,

I'm Harasankar 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 response and checked with the concerned department in this matter. They've requested additional information in this matter.

We request you to share the screen shot of the notification sent by *********. Once we have that information we will be able to assist you further.

We look forward to seeing you again soon.

Best regards,
Harasankar.M
Amazon.com
Initial Complaint
Date:12/03/2024
Type:Sales and Advertising Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On August 1st, 2024 at approximately 7:30pm I received a delivery from Amazon. The delivery driver, when leaving, backed into my yard and got stuck. In effort to leave, the driver peeled out of my yard and into my gravel driveway causing damage to my yard and throwing gravel into my yard. I had to hand pick all the gravel out of my yard so my mower would not get damaged or anything around it while mowing. I also had to repair the rut left by the truck myself and replant and reseed the yard. This cost me time and money and I have not received a resolution through the Amazon claims department. They have not responded to my messages in months.
Customer Answer
Date: 12/04/2024
Order number being delivered was
113-4957988-8789011
Business Response
Date: 12/10/2024
Hello ******,

I'm ********** 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 complaint and I'm sorry *** hear about the inconvenience.

We would like to investigate further in this matter.We request you to share pictures and videos of the incident and the damage (if available).

Once we have the additional information we will be able to investigate further in this matter.

We look forward to seeing you again soon.

Regards,
Harasankar
Amazon.com

Customer Answer
Date: 12/12/2024

Complaint: 22636339

I am rejecting this response because:
I have already sent pics via the amazon claims portal known as ARC in order to resolve this. No resolution has been agreed on yet.

Sincerely,

****** *******
Business Response
Date: 12/19/2024
Hello ******,

I'm Harasankar 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 reaching out regarding your property damage claim.We apologize for any frustration or inconvenience this may have caused.

After further researching the matter, we have engaged the appropriate team for further review and handling.

In the meantime, you can contact ARC for more information at:

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

Enter your claim number and the claimant's last name. You will receive an email with an access code at the email address you provided for your claim. Then you can enter the code to access your claim.

ARC Claim ID: *************

You can also contact ARC directly using the following information:

-ARC Phone Number: ***************
-Working Hours: 8:30 AM to 7:00 PM EST, Monday to Friday

We look forward to seeing you again soon.

Best regards,
Harasankar.M
Amazon.com

Customer Answer
Date: 12/26/2024

Complaint: 22636339

I am rejecting this response because:
I have still not received a resolution from Amazon or the BBB.
Why do I have to keep following up on this simple matter that could be resolved easily.
I can honestly say that my business with Amazon has decreased since this incident and it will continue to decrease and I will deter anyone else from using them as well. I'm sure that doesn't mean much to you since you're such large company, but this customer service has been sub-par. I hope other customers are not getting the same kind of service.
Please resolve this matter promptly!

Sincerely,

****** *******
Business Response
Date: 01/24/2025
Hello ******,

I'm Harasankar 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 complaint and checked with the concerned department in this matter.

We've notified ARC team in this matter and they will reach out to you in this mater.

Please monitor your communications for their response.

Thank you for your patience and understanding. We look forward to seeing you again soon.

Best regards,
Harasankar.M
Amazon.com
Business Response
Date: 01/31/2025
Hello ******,

I'm Harasankar 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 reply and I understand your concern in this matter.

I've checked with the concerned department in this matter, upon reviewing I see that ARC team has reached out to you on 01/10/25 advising that the review has been completed and have offered an amount, which the you've accepted and responded to ARCs email with your preferred payment method.

ARC reached out to you again on 01/12/25 advising you regarding the instructions on how to print your payment.

We request you to continue the communication with the respective team for further assistance.

Thank you for your understanding. We look forward to seeing you again soon.

Best regards,
Harasankar.M
Amazon.com
Customer Answer
Date: 01/31/2025

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,

****** *******
Initial Complaint
Date:12/02/2024
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have an Amazon Sellers account and cannot get thru to the proper support teams. This leaves sole proprietors like myself completely helpless. I have opened nearly 60 support cases in under a year. I am held hostage to Amazon Seller support because I need to sell product and cannot get them to make the necessary updates required. I need someone from Amazon Seller Leadership to work to resolve all of the issues I have experienced and improve the overall process for all sellers.
Business Response
Date: 12/04/2024
Hello from Amazon,
I am unable to locate any seller accounts using the email address provided within the complaint, ******************** For security reasons, I am not able to provide any information or take any action on a seller account unless contacted directly by the owner of that account. Please provide the email address that was used when registering the seller account.
Once the seller provides their primary email address, I will also need a description of the issue the seller is experiencing or a case ID that I can reference.
Customer Answer
Date: 12/10/2024
Email address registered with amazon seller account is **************************** I have over 60 support cases opened with them in under a year. Amazon Seller support papercuts small businesses to death.
I have products that are stalled being checked in. This is just the latest support case: ***********
However, my request is for Amazon Seller Leadership (not a tier III support agent claiming to be on a leadership team) to do an analysis of my cases and fix their broken support policies
Business Response
Date: 12/13/2024
Greetings from Amazon,
We have reviewed the shipment id: ************ and see that the shipment is under receiving status at an Amazon ******************* If there are any issues with your shipment, your shipment will be eligible for investigation on Jan 30, 2025.
Shipment summary page for reference: *******************************************************************************************

Customer Answer
Date: 12/13/2024

Complaint: 22628049

I am rejecting this response because this is a classic Amazon Seller Support response. AI driven, and not following directions.
I will only accept a Senior Leader reviewing ALL of my cases and committing with actionable steps to make sure support improves for all sellers

Sincerely,

J ******
Initial Complaint
Date:12/01/2024
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On August 23, 2024, I purchased x4, ******* EZGrip Outdoor Extension Cord with Multiple Outlets, Grounded 3 Prong Cord, Short Extension Cord Indoor with Multiple Outlets, Heavy Duty Extension Cord, 25 Ft, 16 AWG, Orange, SPC3253ZO/37-T1. For the total amount of $82.96. I never received this item, however I was unable to contact amazon for quite a while. The ***resentative claims that I did not contact amazon about this order earlier but that is false because I called one time to ***ort that the item did not show up. Nothing was done.I requested a manager and was connected to "Jam," on December 1, 2024 and our call ended at 9:26pm. The first ***resentative spoke to his lead who said that it was impossible for them to process a refund because the amount of time exceeded their policy of 30 days and are unable to verify tracking for the item. My gripe is that I never received this product from amazon, and I have never submitted missing claims before. The one time I need assistance for a missing/non delivered item which their website shows as undeliverable. They do not want to go the extra mile to assist even with being a prime member. If Amazons, website says Undeliverable, isn't that enough evidence to support that the carrier was unable to deliver the item? At this point, it feels like amazon is stealing, ripping off a loyal customer which is ridiculous. It does not matter how long its been, if you platform shows an item as undeliverable it didn't magically show up at the customers house. The *** added, that the package showed to be returned to their warehouse. It means that Amazon simply is denying because they want to. All the evidence is there that the package returned to them. For God sakes they didn't even offer to provide an amazon credit to my account. At this point, I believe this is worthy of being submitted to the Attorney general for consumer protection. There is enough evidence to show that amazon knows the package did not deliver and can refund.
Business Response
Date: 12/03/2024
Hello ****,

I'm Praveen 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 order.

I've checked and see that the order was undeliverable and should have been refunded.

I wish I could issue refund for the order, unfortunately since this was more than 30 days old, I was unable to take action.

However, I've issued a $83.00 Gift Card to your account. You can use it for your future orders.

We look forward to see you soon.

Regards,
Praveen M
Amazon.com.
*****************************
Customer Answer
Date: 12/04/2024

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,
**** *******
Initial Complaint
Date:12/01/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
This issue involves a bug in Amazon's system, which I have repeatedly reported for well over a year. Each time I place an order, it is set to be charged to my gift card balance. I then receive a confirmation email from Amazon demonstrating that the purchase has been charged to my gift card. However, when many of the orders ship, Amazon continues to charge my **** card. The platform will not complete an order without a a credit card (or backup method of payment) attached to the account. When I contact Amazon to address the issue prior to shipment of subscribe & save orders, the **** proclaim, "Rest assured, your **** card will NOT be charged. You have checked the box, "Always use your Amazon Gift Card balance when available." My current gift card balance is $432.47 (I have more than $7000.00 worth of gift cards, which can be added as needed). When items are charged to ****, I am told to in order to receive a credit to my **** card. Since food items cannot be returned, sometimes the representative will credit my account and instruct me to keep the item. However, non-food must be returned, which is extremely inconvenient because I cannot use the product and if I attempt to reorder it with my gift card balance (as I have with paper towels), I often am unable to access the sale/discounted subscription price of the original order. And, after contacting customer service (yet again), more time and energy must be invested in order to box up, labels, and return the items to Whole Foods or **** If Amazon refuses to credit my account, I have to send screen shots to **** to resolve the issue. Amazon **** keep promising to escalate the issue and get back to me within a few days, but no one ever does. The chat history suggests I have been reporting this issue since at least August 2023. Amazon has continued to ignore this programming bug despite my best effort. Can you please help me to resolve this technical matter to ensure that my **** card will not be billed again?
Business Response
Date: 01/31/2025
Hello ******,

I'm Praveen 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 frustration with the ongoing gift card charging issue, and I apologize for the inconvenience this has caused you. Our technical team is actively investigating this system bug that's preventing proper gift card charges on your orders.

While they work on a permanent solution, I want to be transparent that:

You may need to continue using your credit card for subscription orders temporarily.

We don't currently have an estimated time frame for when this gift card issue will be resolved.

I know this isn't the immediate solution you're looking for, but I want to assure you that your case has been documented and is being investigated by our technical team.

In the meantime, if you experience any incorrect charges, please continue to contact customer service for assistance with refunds.

Thank you for your cooperation.

Regards,
Praveen M
Amazon.com.
*****************************
Customer Answer
Date: 02/07/2025

Complaint: 22625079

I am rejecting this response because: They have not addressed the issue and it has happened yet again.
I have been trying to resolve it through chat for another hour and receiving the same jargon responses. Why hasn't the problem been fixed after all this time?
Sincerely,

****** *******
Initial Complaint
Date:11/30/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I bought a pair of UGG boots on 10/26/2024 for 155 plus tax so maybe all together 170. I got the boots the next day in the mail a and I tried them on and I could not fit them so on 10/27/2024. The boots were returned to the *********. I looked on my Amazon account and they stated that they started the refund back and they received the item. I asked for my money back so I could go to a different store to buy them and they stated that I would not get my refund until November 15th. That day came and I never received my refund. My husband called and they stated that I have to wait until then end of December, we asked for a credit and they said no. My husband called on 11/30/2024 and they hung up on him and now they are refusing to help they are lying say that Im not due for a refund. They stole money and are refusing to give it back to me.
Business Response
Date: 12/02/2024
Dear ShaRhea,

I am Praveen from Amazon.com, writing in response to a complaint filed on your behalf with the Better Business Bureau (BBB). Please note that I have provided the BBB with a copy of this message.

I sincerely apologize for the inconvenience you experienced with your order.

Upon reviewing your account, I can confirm that a refund was processed on November 30, 2024, for a total of $174.04 USD. This amount was split as follows: $155.82 refunded to your card and $18.22 credited to your gift card balance.

Please allow 5-7 business days for the refund to appear in your account.

I hope this resolution addresses your concerns. If you have any further questions or if there's anything else we can assist you with, please don't hesitate to contact us.

We greatly appreciate your patronage and thank you for your understanding.

Regards,
Praveen M
Amazon.com.
*****************************

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