Business Profile

Ecommerce

Amazon.com

Complaints

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

Customer Complaints Summary

58,839 total complaints in the last 3 years.
21,959 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:01/10/2024
Type:Delivery 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.
On Nov. 25, 2023, I purchased more than $6,886 worth of camera gear from Amazon (this consists of a Canon EOS R6 *********** body, a Canon RF *****mm F2.8 L is USM Lens, and a Canon RF ******mm F2.8 L is USM Lens). However, the package did not arrive. I reached out to Amazon support via a live chat, and they said that because a one time code was used in delivering the package, there was nothing they could do. However, the driver delivering the package called me to get the code, which he could have done from halfway across the country; this in no way shows that the package was delivered to the correct address. Additionally, Amazon shows that the order was handed directly to a resident; however, I am the only resident who would have been home at the time, and it was not handed to me, so if it was handed to somebody, that means it was handed to someone at the wrong address. The driver also did not log the name of who the package was handed to, like they're supposed to if it is not being left on the porch, so I can't verify if it's a neighbor's name and ask them about it. I emailed Amazon support about this to try and escalate the case, and they copied and pasted the same form response to me more than ten times, clearly not reading the details of the case or any of my replies. Eventually, they asked me to fill out an incident report, which I did, only for them to then revert back to sending me the same copied and pasted message word for word several more times. After calling support, they told me that I would have to file a police report saying that the package was stolen from my porch, which is asking me to file a false police report. I have considered filing for a charge back, but I have read that they will lock or close your account if you do that. I have been a loyal Amazon customer and have ordered thousands of dollars of purchases from them, mostly without issue.
Business Response
Date: 01/21/2024
Hello ******,

I'm Sandhya 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 still havent received your Order ID: *******************, even though the tracking says its been delivered.

The tracking indicates the package was delivered using a one-time password.

One-time password verification adds extra security to your deliveries as the password is only available in your out for delivery e-mail, sent on the day of delivery.

The delivery won't be completed until the password is shared with the delivery driver. Therefore, we are not able to issue a replacement or refund on this order.

I encourage you to contact any person who may have had access to your one-time password and therefore been able to receive this package for you.

Please feel free to contact us directly by replying to *********************************************** if we can be of further assistance.
Customer Answer
Date: 01/21/2024

Complaint: 21117656

I am rejecting this response because:
This is the same copied and pasted generic message I've received numerous times now. Like I mentioned in the original message through the BBB and several times before that, the driver called me to get the one time password, so it does not confirm that the driver delivered it to the correct address as he could have called from anywhere.
Additionally, the driver marked the package as being handed directly to a resident, however if that is the case that guarantees that it was delivered to the wrong address as I am the only resident it could have been handed to at that time and it was not handed to me.
I've been told that Amazon policy is to only receive the password in person, and that it is my responsibility for giving the password over the phone; this explanation also does not hold up, because the Amazon employee would be the one violating Amazon policy by calling to request the password over the phone, meaning Amazon is still responsible since it is their employee violating their policy.
Sincerely,

*********************
Initial Complaint
Date:01/10/2024
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.
Amazon banned my account for suspicious behavior; I've made several appeals. I can't access connected accounts where I either have credits or previously purchased digital merchandise. They are asked for information that I no longer have access to. However, I have submitted proof of my identity or more than one occasion
Business Response
Date: 01/27/2024
Hello,
We have reviewed the customers buyer account and require more information to complete our review. We are unable to accept customers request for a refund without the information.
We have requested the necessary information from the customer via email. We sent this request to their registered email address on 01/11/2023.
Sincerely,
***
Amazon.com
Initial Complaint
Date:01/10/2024
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 purchased a lens in late October from Amazon, which cost $405.70. The lens was not the model described nor was it in good working order (which, for the record, I have experienced three times in the past year with electronics from Amazon), so I returned it, and went out of town. When I returned, I sent the lens back. They received it November 24th. On January 4th, I called them becasue I still had not received a refund. They told me someone would get back to me within 48 hours. On January 8th, I called them again, having received no call and no refund. I was told that I should have received the refund on Dec. 28th, and was then told that to receive it, I need to validate my identity by sending them a copy of a drivers license or passport, for them to refund my money, due to "unusual activity". They (multiple agents I spoke with) refused to tell me what that meant. Note, they continued to let me spend money with my account, and no one had ever reached out to tell me about this supposed problem. I told them I was not comfortable with them keeping a copy of my ID and they said "yeah, unfortunately, that is what we are going to do". When I asked for an explanation of the policy, I was told that unless I upload an ID they will not speak to me about anything. "And we now must end the call," they then told me, and hung up. I DID send a copy of my ID, because that's a lot of money for me. But I'm very concerned. I looked online, and many people have mentioned this happening to them in the last few months as well. They final person on the phone intimated that this is their new policy, to collect IDs from people before they will offer refunds, so they have all IDs on file. This seems really suspicious and untrustworthy, for them to collect personal data this way, and there is no policy I can find stating they will keep that info private. I would appreciate if you could look into this. Thank you very much. - ******************************
Business Response
Date: 01/11/2024
Hello Sage,

I'm Sandhya 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 that you've experienced in this case.

I understand your hesitation with regard to submitting your government issued ** for verification, and your frustration with the current situation.

Upon reviewing I can see that our specialist team needs to verify your identity before we can consider your request for a refund. For certain orders, our Specialist team requires a government issued identity proof to investigate the orders.

Neither we nor our third party service provider used to validate that it is a proper ** retain a copy of the *** So we do not have a copy of the ** to delete.

However, thank you for submitting your ** information. To continue processing your refund, you can contact our **************** team after 3 business days of receiving this message.

I will also put this forward to the relevant stakeholders, so that they are aware of your experience and the impact this has had. 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 *********************************************** if we can be of further assistance.

Regards,

*********************** A.
Initial Complaint
Date:01/10/2024
Type:Service or Repair 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 requested on multiple occasions that audible no longer charge my account and cancel the subscription. They cancel for one month and keep my money and then recharge or try again the next month. They keep trying and trying trying and if I mistakenly leave my card unlocked they charge it. I shouldnt have to lock my card to get them to stop AND RETURN my money as fast as they took it.
Business Response
Date: 01/22/2024
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 apologize for the inconvenience that you've experienced in this case.

I understand you want to cancel your membership and receive a refund for the charges.

We've reviewed your account and on July 6, 2020, a 30 day free trial was started and the audiobook "Emotional Detox," ******************** was purchased with the free credit. Since the membership was not canceled within the 30 day time frame, your membership renewed effective August 5, 2020 and you were charged $14.95 per month. On April 23, 2022, your membership was switch to our Premium Plus Every Other Month plan and have been charged $17.00 since that time. Based on review of your membership history, the credits and other membership benefits have been used with exception of the credit that you received on December 23, 2023.

Since the credit associated with the last membership fee has not been used, we can issue the refund. The $17.00 will automatically go back to the credit card that was charged within the next **** business days depending on your bank. Please let us know if this credit card is still active and we will be sure to issue the refund. Or you can reply to the email that you received from our specialist team, so that we'll take care of it.

Please feel free to contact us directly by replying to *********************************************** if we can be of further assistance.

Regards,

*********************** A.
Initial Complaint
Date:01/10/2024
Type:Service or Repair 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.
On Jan 1st I contacted Amazon because they charged my husband's credit card for the membership fee (I did not know at the time the card I had attached to it expired. A nice rep offered to (with approval of his "senior") to refund the credit card without discontinuing my membership (all documented in the chat logs and I have screenshots. I called today to check the refund because my husband never received it and I was told no refund was put through yet (but *** 1st it says in the messages ******* did it that day) then they're trying to get me to resign up under my credit card in order to get my husband's refund. And I said No. I was told I was getting a refund and my account would stay active until next billing season. My husband's card Never should have been charged. It's not His account. And I was so thankful for the initial help that I thought I was getting only to have it taken away. And then to be offered 3 mos free after being told previously I wouldn't pay until next year for the inconvenience. Everything is documented in the chat logs. And I have screen shots if needed. I would like my husband's credit card refunded the full amount as I was told it would be and then, if my membership is not left open this year, I will most likely be cancelling my account. If this is how you do business I'll take mine elsewhere. I have an extremely rare medical disorder/disability that has causes hearing, mental and balance disorders and this whole episode has caused me extreme anxiety and a massive migraine that has had me shaking and bedridden since the incident. And now, since I was told my husband would be refunded, I spent the money I would have used to pay him back on other bills and can't pay his now. (Again, read the chats) He just opened this card to rebuild his credit after our bankruptcy and now it's almost full because of this and one Christmas present. Really hoping someone out there makes this right.
Business Response
Date: 01/11/2024
Hello ****,

I'm Sandhya 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.

Firstly, please accept my sincere apologies for any inconvenience caused by this situation.

I understand your husband's card was used for Prime subscription payment.

In this case, to receive refund, we need to cancel the subscription. Unfortunately, without cancelling the Prime subscription, we're unable to issue refund for it. If you want us to cancel your Prime subscription and refund, please let us know, so that we can assist you further.

Nonetheless, I've shared your comments as a feedback with the appropriate team for their consideration when planning 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 *********************************************** if we can be of further assistance.

Regards,

*********************** A.
Initial Complaint
Date:01/10/2024
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.
Order ID: # ******************* Why did you refund the buyer the $15.10 in taxes and withdrew it from my pay? Amazon collected the taxes during the sale ? Why did it come out of my pay?I think you are processing a fraudulent activity .Amazon collects all taxes during a buyer sale.When Amazon refunded the order, Amazon took the $15.10 off my payroll. You shouldnt be doing that, you should only refund the buyer the item and shipping that's it
Business Response
Date: 01/17/2024
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 checked the order in question, upon checking the order I see that a full refund of CDN$ ****** was issued and processed to the original payment method on June 18, 2023.

Refunds typically gets processed within 3-5 business days from the issue date.

I hope this information helps. We look forward to seeing you again soon.

Regards,

Harasankar.M
Amazon.com
*****************************
Customer Answer
Date: 01/20/2024

Complaint: 21117166

I am rejecting this response because:
Did you not read my complaint?

I am the seller and you refunded the buyer the full taxes of $15.10 off my payroll when amazon had originally collected the $15.10 in taxes during the sale.
Amazon not only collected the $15.10 in taxes during the original sale but then also deducted $15.10 in taxes off my pay when this should of been deducted directly from Amazon.

Sincerely,

*********************************
Business Response
Date: 01/31/2024
Hello,

The email address through which this complaint was raised, **************************** is associated with an Amazon account registered in the Amazon ****** store.

We recommend that the seller sends information about this complaint to Amazon through the channels offered to the seller via email or through the sellers Account Health Dashboard in Seller Central.
Thanks,

The Amazon Seller Performance Team
Customer Answer
Date: 02/01/2024

Complaint: 21117166

I am rejecting this response because:

Amazon refuses to admit that while an A to Z claim is granted to a buyer, Amazon steals the taxes to reimburse the buyer through the Seller's ( me ) payroll, when originally Amazon had collected those taxes during the sale transaction.

I will continue to expose the fraudulent Activity that Amazon is proceeding with their Amazon Sellers by posting it all over social media and hopefully to take this to court.

Sincerely,

*********************************
Initial Complaint
Date:01/10/2024
Type:Service or Repair 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 purchased a gift card on my account using one of my credit cards. Amazon somehow decided that it was a suspicious activity, they locked my account. While it is understandable that if they see a suspicious activity, they should do something about it.However, they don't a procedure to remedy the situation. There is nobody at Amazon that seems to be able to remedy the situation. Every time we talk to an agent, they say that they are escalating the request to a specialist team that will get back to me within 24 to 48 hours. But nothing happens to get the account issue resolved. The account has still been locked for more 10 days. 1. I pay Amazon a fee for being able to use Prime. Effectlvely by locking my account and not restoring it, they are collecting the fee and not providing services.2. I have a few items that need to be returned and I cannot see what is the return deadline for those items. My fear is that if they keep the account locked, I will miss my window of opportunity to return those goods.
Business Response
Date: 01/11/2024
Hello *******,

I'm Sandhya 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.

Firstly, please accept my sincere apologies for any inconvenience caused by this situation.

I've checked and see that we have restored your access to this account. You can now sign in and place orders.

Thank you for your patience.

Please feel free to contact us directly by replying to *********************************************** if we can be of further assistance.

Regards,

*********************** A.
Initial Complaint
Date:01/10/2024
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.
I ordered a set of ******* Galaxy Buds FE that were delivered to an Amazon hub by Amazon at my address on 1/8/24. Order number 113-8428276-2357048. I went to the locker to pick them up and the shipping package was damaged and contained a hole. The headphones were not in the box. I reached out to Amazon to report it. They asked me to file an incident report with the order number, name of the item, tracking number, delivery date and other information. I provided that and they are not providing a refund or replacement. They are stating I need to reach out to the police. I never stated this item was stolen it was lost in transit due to bad shipping. At this point I would like a refund so I can purchase them in store from a different retailer.
Business Response
Date: 01/11/2024
Hello Tawya,

I'm Sandhya 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.

Firstly, please accept my sincere apologies for any inconvenience caused by this situation.

I understand that the headphones were not in the box.

I've checked your Order ID: ******************* and see that we've issued a refund of $86.19 to original payment method. I request you to wait 3-5 business days for the amount to reflect.

Nonetheless, I've shared your comments as a feedback with the appropriate team for their consideration when planning 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 *********************************************** if we can be of further assistance.

Regards,

*********************** A.
Customer Answer
Date: 01/11/2024

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:01/10/2024
Type:Service or Repair 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.
Order# ***-5448118-8059413, total amount $212.36, order placed January 3, ****. When placing this order, I was told it would require a signature for delivery. I was home all day on January 4th (date it was supposed to be delivered and Amazon is claiming it was delivered). The package was never delivered. I contacted Amazon customer service multiple times via chat, email, and phone. Amazon has insisted that the package was delivered, yet refused to tell me the time of day it was delivered or provide me with the signature information. I have a Ring doorbell camera so I know for a fact that it was never delivered. I even offered to send Amazon the video footage if they could give me a time of day it was allegedly delivered. Despite the lack of information I was given, Amazon is requiring me to file a police report to receive a refund for this item. Filing a police report for a package I know was never delivered is illegal. Amazon is asking me to do something illegal to be refunded for a package I never received.
Business Response
Date: 01/14/2024
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 apologize for the inconvenience that you've experienced in this case.

We couldn't verify the details of the Police Report you provided.

Therefore, we're unable to assist you any further in this matter. We would ask you to resolve the issues and re-share the Police Report with us.

In order for us to validate your Police Report , it must be reported in the local jurisdiction (city, county, municipal) in which the package was reported delivered, and include the following:

- The delivery address regarding this incident.

- The items were delivered according to the carrier tracking.

- The report was created for stolen items/theft/larceny/incorrect delivery or similar crime.

- The date the report was created.

- The name of the police department.

Note that we will not be able to offer support on this delivery after 4-March-2024. Please ensure to get a Police Report and contact back before this time.

Please feel free to contact us directly by replying to *********************************************** if we can be of further assistance.

Customer Answer
Date: 01/14/2024

Complaint: 21117067

I am rejecting this response because:
I called Amazon customer support again yesterday (twice) about this issue. The issue is not with the information I provided you. The issue is with the way Amazon verifies police reports.

I spoke to a woman named ********************** was actually helpful. She explained that I have done everything I can to provide Amazon with the information needed. The issue is that they need to call the police station records department (they will only use the publicly listed number to do this) during normal business hours to verify the report. Apparently, this is not an easy task. No one seems to answer the phone in the record department of a main police department in a major US city. The only way to get the report verified is for me to continue to call Amazon's main customer service line, get transferred to the right department, and ask them to try and call again to verify it. They will not make an attempt to verify the report unless I call and specifically ask them to. If it is not verified by March 4th, nothing can be done and will never receive a refund.

This is an absurd system. I have done everything asked of me. It should be on Amazon now that I have provided them with a police report. I should be able to receive my refund at this point, especially considering that we are talking about "Earth's most customer-centric company" here. I can't believe I am being told to call back multiple times a day during the police station's business hours to ask them to call the police station to verify this report to receive my refund.

*******************************************************
Customer Answer
Date: 01/19/2024
Called to get police report verified on 1/16 at 2:57 pm. The call ended at 3:18 PM.

I was told that the police report is invalid (again) by a customer service representative named **************** explained that a previous customer service representative (****************) told me the police report needs to be verified by Amazon (they need to call the police station). That is what I am calling to ask for. ***** told me no, that is not the case, the police report is invalid because it is missing information. I asked him specifically what information is missing and he said we are unable to give you that information. I don't know how I am supposed to get Amazon what it needs if no one will tell me what is missing from the original police report document.

It is a valid police report. The file name includes a valid case number and all information that was outlined in the guidelines I was given is included in the report. This was the resulting document that was given to me after I contacted the police department to file the report online. What else can I do here? I have specifically asked if there is an issue with the fact that I have filed the police report online and told no, this police report is sufficient (by ****************** If I need to call a police officer to my house and have him hand write a report (which will include his badge number I think), I can so this. They just are not telling me anything useful to try to get this resolved.
It really feels like they are just giving me conflicting information intentionally to avoid processing the refund.
Business Response
Date: 01/22/2024
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 mentioned earlier, we couldn't verify the details of the Police Report you provided.

We would ask you to resolve the issues and re-share the Police Report with us.

In order for us to validate your Police Report , it must be reported in the local jurisdiction (city, county, municipal) in which the package was reported delivered, and include the following:

- The name of the police department and Police Department's logo.

- The delivery address regarding this incident.

- The items were delivered according to the carrier tracking.

- The report was created for stolen items/theft/larceny/incorrect delivery or similar crime.

- The date the report was created.

Please feel free to contact us directly by replying to *********************************************** if we can be of further assistance.

Regards,

*********************** A.

Customer Answer
Date: 01/22/2024

Complaint: 21117067

I am rejecting this response because:
What specifically is missing from my report? From what I can see, it includes everything you have listed.

*******************************************************
Business Response
Date: 01/24/2024
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 mentioned earlier, we would ask you to resolve the issues and re-share the Police Report with us.

We would ask you to resolve the issues and re-share the Police Report with us with the following:

- The name of the police department and Police Department's logo.

- The delivery address regarding this incident.

- The items were delivered according to the carrier tracking.

- The report was created for stolen items/theft/larceny/incorrect delivery or similar crime.

- The date the report was created.

Please feel free to contact us directly by replying to *********************************************** if we can be of further assistance.

Regards,

*********************** A.
Customer Answer
Date: 01/24/2024

Complaint: 21117067

I am rejecting this response because:
I would be happy to resolve the issue with the police report. However, I cannot do this if I do not know what the issue is. I have asked you several times to specifically tell me what is wrong with the police report. You have failed to provide this information several times. You just keep sending me the same list over and over which lists out items that ARE included in the police report.
Be specific. Tell me what is wrong with the police report.

*******************************************************
Initial Complaint
Date:01/10/2024
Type:Product 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.
Ordered on December 11, 2023 (Order# ***-5989697-6727448) a Hisense 55A7GV - 55 inch 4K Ultra HD VIDAA Smart **,Dolby Vision HDR, Built in Amazon ****** with Voice Remote (****** Model) online from Amazon. ** was "listed" as "Condition: Used - Like New - Packaging shows minimal signs of wear, consistent with being opened. Total purchase price was $ ****** (incl. PST, GST and Environmental fee). I pay for Amazon Prime so delivery was free. ** was delivered and although box detailed the above model the actual ** in the box was a lower grade model 55A60GV as shown in picture of the rear label attached. This was confirmed by an email from Hisence when I filled out the warranty card i.e. the ** I received was not the ** I ordered and paid for.I hooked up the ** and when I turned it on a portion of the screen, as shown in the picture, was pixelated and not functioning properly. I was told by Amazon rep to contact Hisence directly for warranty repairs. Authorized Hisence repair declined to do "in house" repair and required I bring ** to them in *******.I filled out a return form for Amazon and they indicated that I must pay for return shipping and that they would only cover $3.99 of the return shipping costs. Estimates obtained for return shipping were in excess of $300.00.In chat discussions with Amazon representatives, (text attached) it was indicated that they (Amazon) would reimburse me for the shipping once they had received the ** - I don't trust them to be ***** and therefore asking for the full refund of what I paid for the ** as well as a prepaid return shipping label to return the ** to their depot in ****************, **.
Customer Answer
Date: 01/13/2024
I secured a quote from Ace courier in my area which was acceptable as far as time and money was concerned however when the exact location was clarified, i.e. Amazon *************** ***********************************************************, the Ace representative withdrew his quote citing that the driver would have to wait "there" far too long to get the required return paperwork.
Business Response
Date: 01/17/2024
Hello ***,

I'm Sandhya 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 your item.

I understand you want to return the item for refund.

As we're unable to request a prepaid label, in this case I'd request you to write back to us and confirm the exact return postage that you'll incur so that we can look into it and confirm.

Please feel free to contact us directly by replying to *********************************************** if we can be of further assistance.

Regards,

*********************** A.
Customer Answer
Date: 01/17/2024

Complaint: 21116921

I am rejecting this response because: Firstly, I cannot provide an amount for return postage as the box that the (wrong) TV is in exceeds the size limits for *********** Parcel delivery. I attempted, on *********** web site to get an estimate and after filling in the size details (53.7"w x 32.6"h x 5.6"d - **** lbs) an error message came up indicating the height/width ratio had exceeded their limits. This was all detailed in on line chats with Amazon rep's which were attached to my complaint. Secondly, I contacted a courier company in my area and they provided me with a reasonable quote to transport the item to New Westminister but when they found out it was the Amazon returns centre, they declined to pick up the unit and deliver it citing that the driver would have to spend far to much time at the ************* waiting for the "paperwork"
This is once again an attempt by Amazon to delay the return and refund of this item - They have yet to explain how one model of the 55" Hisence, notably an inferior/lessor grade, TV ended up in a box, (printed), for another model of 55" *********** How does one spell or define "fraud"?

Sincerely,

*********************
Business Response
Date: 01/23/2024
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 mentioned earlier, we're unable to request a prepaid label for the return of the item. We can issue refund only when we receive the return of the item. In this case I'd request you to write back to us and confirm the exact return postage that you'll incur so that we can look into it and confirm.

Please feel free to contact us directly by replying to *********************************************** if we can be of further assistance.

Regards,

**************************
Customer Answer
Date: 01/23/2024

Complaint: 21116921

I am rejecting this response because: I have already explained to Amazon that *********** will not accept the package because of it's size. Further, that a local courier company, ***********, declined to take the shipment citing the amount of time the driver would have to wait at the Amazon *************** *************************************************************, for the "paperwork". Further, I also explained that Purolator, who Amazon used to ship the package originally to me, was in excess of $300.. I once again went thru the processes of getting an estimate both in person, at Purolator in ********* ** as well as online. The quote was as detailed in the attachment i.e. $373.23

Thursday, January 25
End of day Purolator Ground Base Cost $166.43
Declared Value Surcharge $13.06
Special Handling - Large package(1pc) $99.00
Fuel Surcharge $76.97
GST/HST $17.77
Total - $373.23
Amazon and Sandhya, Rani A, Amazon representative, may "confirm the exact return postage that (you'll) I will incur so that we (they) can look into it and confirm." if they don't believe me - From Hisence web site the dimensions and weight of the shipping box (with tv in it) are as follows - Length - **** inches, Depth - 5.6 inches Height - **** inches Weight - **** lbs.
This rate is based on myself, as a consumer, shipping the item - I am sure if Amazon were doing the shipping, the price would be considerably lower based on the volume Amazon ships with them (hence the request for a prepaid shipping label)
I would ask that Amazon be quicker in their responses as there are only 8 days left for me to return this item - the last response was 6 or 7 days.

Sincerely,

*********************
Business Response
Date: 01/24/2024
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.

Thank for providing the return postage estimate to return the item.

In this case, I've issued refund of CDN$ ****** to your your original payment method. I request you to wait 3-5 business days for the amount to reflect. Also, I see that we've already issued a refund of CDN$ ***** to to your original payment method on December 29, 2023. Therefore, we've issued a total refund of CDN$ 437.90.

To avoid further inconvenience, there is no need of returning the item.

Please feel free to contact us directly by replying to *********************************************** if we can be of further assistance.

Regards,

*********************** A.
Customer Answer
Date: 01/24/2024

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,

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

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