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

58,657 total complaints in the last 3 years.
22,069 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: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.
A friend of mine purchased a Playstation 5 Console for me as a Christmas gift in the beginning of December. Unbeknownst to us, the listing on Amazon.com was a scam, and we did not receive the console. Instead we received a charging dock, for $502. I filed a gift return with Amazon.com, and have waited 30 days for a refund. They guarantee a refund within 30 days, usually 2 weeks, and I had spoken to a representative on Jan 5th who promised to give me a manual refund on the 8th if I did not already receive the refund. I contacted them again for the refund, to which I did not receive it, and they are continuing to deny the refund.
Business Response
Date: 01/11/2024
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 apologies for the inconvenience you have experienced with Order ID: *******************

Our specialist team needs to verify your identity before we can consider your request for a refund or replacement. We may also request additional information before granting your request.

Amazon takes all security-related matters very seriously and your account security is our top priority. We have policies and security measures in place to ensure that your personal information remains secure.

Here in this case, Thank you for submitting your ID information. To continue processing your refund or replacement request, you can contact our **************** team after 3 business days of receiving this message. To do so, go to "Amazon ****************": *****************************************

Thank you for being a valuable customer.

Regards,

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

Customer Answer
Date: 01/17/2024

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. We received our refund.

Sincerely,

*************************
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 returned the Watch Winder from Order# ***-2323533-7810668 on December 19, 2023. Amazon warehouse got it on December 21, 2023. Yet they still have not refunded me my $255.73 to an amazon gift card as requested. They say they need to verify my ID. The process was extremely difficult but was told my ID was verified and no issues are on my account/ Today is January 8, ***************************************** When I webchat they say call. When I call they say email. When I email they say I should web chat or phone call. I am very tired of this bogus run around and request a $255.73 amazon gift card ASAP.
Business Response
Date: 04/04/2024
Hello,

We have granted the customers request for a refund of USD ****** on order 113-2323533-7810668.

We sent an email to the customer through their registered email address on April 04, 2024. This email confirms that the refund has been issued for USD ****** to the original payment method.

Sincerely,

*****
Amazon.com
Customer Answer
Date: 04/04/2024

Complaint: 21114110

I am rejecting this response because:

the Amazon account was closed!

where are they sending the refund?

Sincerely,

***********************
Business Response
Date: 04/12/2024
Hello,

We have granted the customers request for a refund.

We sent an email to the customer through their registered email address on 4/12/2024. This email confirms that the refund has been issued for ***** USD to the original payment method.

Sincerely,

***
Amazon.com
Customer Answer
Date: 04/12/2024

Complaint: 21114110

I am rejecting this response because:
the account has been closed. I will never see the refund.
i am asking for a physical gift card/ code.
I have sent at least 5 emails to the business and all 5 have been ignored.

Sincerely,

***********************
Business Response
Date: 04/14/2024
Hello ****,

I'm Najam 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 not being able to receive and utilise the refund, since your account is closed.

To resolve this for you and as an exception, we'll issue a gift card to your preferred account.

Please include the email address associated with the Amazon account so I can find the account and issue the gift card.

The gift card will added as soon as we receive a response from you. I'll also send an email after I have added the gift card.

I hope this helps. Please feel free to contact us directly by replying to *********************************************** if we can be of further assistance.
Best regards,
Najam

Amazon.com
Customer Answer
Date: 04/15/2024

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. Sorry it came to this. I appreciate your help.

Sincerely,

***********************
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.
Specifically for my **************************** **** order. The item was used per the directions in the box the day I received it. I did not attempt to register the item prior to applying the item prior to product directions. I did not find out the product did not work until the day after as I had 30 days to register the product. When I ran into an issue registering the product I had contacted the the parent company of the product and they informed me that product I purchased for and used the product on would not work and directed me to contact the company for a refund. When I contacted the company on Amazon the above mentioned company they refuse to rend any more than 25% for a product that does not work! There was no way for me to know an ELECTRONIC device had a plastic cover and in there description it says A UNIVERSAL protection and does not provide an exhaustive list or ANY item examples it does not cover. The item is infact defective because of false advertising it being universal when it is in fact not.cellhelmet Liquid Glass 200 | Screen Protector w/$200 Screen Repair Guarantee | ***************** Resistant Nano Protection | Universal for iPhone, Galaxy, Smart Watches | Seen on Shark Tank
Customer Answer
Date: 01/10/2024
After contacting amazon via phone and being redirected 3 times I was able to get in touch with the right department. I explained my complaints to Amazon regarding the seller and Amazon made it right. I have no issues with Amazon but highly advise people to refrain from purchasing any products from this particular shop that sells on the Amazon platform.
Business Response
Date: 01/11/2024
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 apologies for the inconvenience you have experienced with Order ID: *******************, a full refund of $54.53 is issued on your original payment method and it will reflect in 3-5 business days on your account.

I hope this information helps.

Thank you for being a valuable customer to **********************.

Regards,

*****************************.
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.
Hello my order ID is #******************* I have issues with this order being delivered and no help from customer service. First off this order was signature needed which carrier didn't claim and second showed out for delivery for days. Either way I didn't get my order and this is absolutely not okay. I would like my money back and this resolved.
Business Response
Date: 01/11/2024
Hello ***********,

I'm Priyanka 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 apologize that you haven't received your items from order #***-XXXXXXX-XXX5866. We're happy to help you further.

Please reply to this email with your responses to the following questions in English or Spanish from the email address associated with the Amazon account that you used to place this order.

You're able to send your responses directly in an email or through an attachment such as a PDF or JPG file.

The Incident Report has to be submitted on or before 18-February-2024 to be considered for review. Send one set of responses for each package that you didn't receive. We typically respond in about 1-2 business days.

After you submit your Incident Report, you may be asked to complete additional steps before we can complete our investigation.

Incident Report

1. Order number:_______________

2. Today's date. (MM/DD/YYYY):_______________

3. Package tracking number:_______________

4. Name of the items you didn't receive:_______________.

5. Is it your first Amazon package at this address that you didn't receive?_______________

6. If no, how many times it has happened? _______________

Thank you for your cooperation.
Best regards,
********
Amazon.com
Customer Answer
Date: 01/19/2024

Complaint: 21113977

I am rejecting this response because this isn't accurate and I still haven't received my items!! I will add information once again for business but I have done this!! This was not given or delivered to me or anyone at my home!! I will call my bank to file charges if this isn't fixed.
. 112-7713129-7405866
2. January 12, 2024
3. 9361289745026494694477
4. Richs buttercream
5. Yes
6. NA

Sincerely,

***********************************
Business Response
Date: 01/24/2024
Hello,

We have denied the customers request for a refund.

Consistent with Amazons Conditions of Use, Gift Cards that have been obtained, used, or applied to an Amazon.com account in violation of our terms and conditions may be voided by Amazon. Amazon further reserves the right to suspend or terminate the ability to use Amazon services, cancel or limit orders, and to bill alternative forms of payment if we determine that a Gift Card was obtained, used, or applied to an Amazon.com account in violation of our terms and conditions.

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

We notified the customer of this decision by email on 25/01/2024.

Sincerely,

****
Amazon.com
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 had purchased a matress on Amazon and it didn't hold up to the quality standards the company had advertised and the company had tried to issue a refund of ******. I had started the refund process I believe sept. 1st 2023. I have been told approximately 10+ times a paper check has been sent out and now I'm half way through Jan. ** **** and am still being told the refund is barely being restarted and I'm having to wait all over. I have done this anywhere from 5 to 8 times with different call back dates to just be told the previous person hasn't put in the claim or something of that nature
Business Response
Date: 01/11/2024
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 apologies for the inconvenience you have experienced with return of Order ID: *******************

I see that our concerned team has helped you with the options of refund on Tuesday, January 9, **** at 8:18 AM (PST) on email with below information :

We are unable to process your refund for the amount of ****** USD for Order: 111-1686956-5083438 to your original payment method or issue the refund to another card. However, we can issue a refund by mailing a paper check or crediting an Amazon Gift Card to your Amazon account.

Please contact us by replying to this email with your preference. If you choose a check, please include your full legal name and current mailing address.

Notes: Gift cards will be applied to your Amazon account balance in 1-2 business days. Check refunds are sent from our ******* offices, using the **** ************** for domestic addresses and Airmail for international addresses. It can take 2-4 weeks for your check to be processed and delivered.

This refund is for the following item(s):
Item: Warm Harbor 12 **************************** Memory Foam Mattress with CertiPUR-US Certified Bamboo Charcoal Foam Breathable Supportive Bed in a Box ..
Quantity: 1
ASIN: B08BG5BYWJ
Reason for refund: Customer return
Here's a breakdown of your refund for this item:
Item Refund: $479.91
Item Tax Refund: $29.99

Request you to reply on this email to get refund in the expected form of payment.

Thank you for your patience and assistance in this matter.

Regards,

*****************************
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 an item from Amazon, it was eligible for returns and refunds. It was damaged so I returned it on 12/17/23. They received the refund on 12/20/23. I still havent received my refund, and it says it wont be here until at least 1/13/24. Now my credit card has charged me interest on something that should have been refunded. I want my refund and ideally Id like them to pay the interest since they caused it by taking almost a month to refund me. My order number is 111-5291120-4725066.
Business Response
Date: 01/11/2024
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 apologies for the inconvenience you have experienced with return of order#***-5291120-4725066.

I see that a refund of $194.13 is processed to your original payment method and it will reflect in 3-5 business days on your account.

I hope this information helps.

Thank you for your patience and understanding.

Regards,

*****************************.
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.
I have been a Amazon Prime member for over 10 years. Amazon has always delivered directly to my home. As of last year, 3 brand new Amazon facilities were built within a 5 mile radius of my home. As of last year, Amazon no longer directly delivers to my home. I only receive delivery through 3rd parties. I was told this is due to a high crime rate in my area and theft of packages. I never get same day or next day delivery as their prime membership guarantees. I have made several complaints and contacted several departments and no one will speak with me. This is not legal or ethical! You cannot charge for a service you dont provide. I want someone from corporate to explain this to me. I want to hear verbatim that its too dangerous to deliver to my area. If that is the case they need to refund every customer in this area for paying for ******************** they are refusing to provide! The only way I can get next day packages is by choosing Amazon pickup locations. I am PAYING for next day and same day delivery that I cannot get!
Business Response
Date: 01/12/2024
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 apologies for the inconvenience you have experienced with deliveries.

I know this has been a disappointing experience for you, therefore, I have forwarded all your comments to the attention of our appropriate department in our company to let them know about your experiences and we'll make sure the appropriate people will take necessary action so that we will mitigate such instances with your future orders.

We'll continue working hard to ensure that you receive accurate service, and to minimize the chances of anything like this occurring again.

Thank you for being a valuable customer.

Regards,

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

Complaint: 21113702

I am rejecting this response because:

Amazon has failed to contact me with an explanation of why I do not receive Prime benefits as I pay for them monthly. I just placed another order and had to select an Amazon pickup location in order to get next day delivery. This is not legal that I am paying for same day, next day and 2 day delivery and I cannot get either without having to drive to an Amazon location to pickup my packages! I pay for door delivery that I do not get!
Sincerely,

***************************
Business Response
Date: 01/26/2024
Hello *******,

Thank you for writing back to us. I've provided the BBB with a copy of this message.

Shipping is dependent on availability of products and carriers to the given address of a customer and so all products are eligible available for one day or two day shipping.

However you can always check the product description page to know if the particular product is eligible for one day or 2 day shipping.

Also here prime benefits are not just limited to one day or two day shipping but free shipping on most of the products without any delivery fee.

We'll continue working hard to ensure that you receive accurate service, and to minimize the chances of anything like this occurring again.

Thank you for your patience and understanding.

Regards,

*****************************.
Customer Answer
Date: 02/08/2024
I never received a call from Amazon. Nothing was addressed
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.
I returned a faulty item on the November 15, 2023 and paid $130 for the delivery return. The order number for this was #***-1415604-2103412.Amazon.com then credited my account using promotional vouchers to compensate for this and an amount of $****** for the returned item, which I used in my next order, which was on the December 20, 2023.The order number for this was #***-8856984-0089006 and the order details were as follows:Order Summary Item(s) Subtotal:USD ****** *********************** ***** Courtesy Credit:-USD ***** Courtesy Credit:-USD ***** Courtesy Credit:-USD ****** Total before tax:USD ***** Estimated tax to be collected:USD **** Import Fees DepositUSD ***** Gift Card Amount:-USD ****** Grand Total:USD **** Payment Grand Total:ZAR **** The order got delivered on the January 5, ****, but it was the wrong item in the order.The returns got logged, but was only logged for $******, which is nowhere near the price of what was ordered.I feel that Amazon.com should either compensate the whole order or at least resend the original order as this is their mistake and not mine.Please do correct me if I am wrong.
Business Response
Date: 01/11/2024
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 apologies for the inconvenience you have experienced with order#***-8856984-0089006.

Request you to help us with the return receipt to check and help you with the refund update on the mentioned order.

Thank you for being a valuable customer.

Regards,
******************************
Customer Answer
Date: 01/12/2024
Hi *********..

#***-*******-0089006
I have sent the incorrect item for order #***-*******-0089006 and attached the images as proof.
The cost of this return is R700 or $37.62.

#***-*******-2103412
The order #***-*******-2103412 has already been delivered and was accepted by ************ on the 18th December 2023..

***************************
Customer Answer
Date: 01/16/2024
The incorrect item is currently arriving by 19th January 2024..

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

Is there any update as of yet?
Customer Answer
Date: 01/19/2024
The incorrect order item has successfully been received at Amazon.
Can we talk about resolving the issue now?
Customer Answer
Date: 01/20/2024
I got this response from Amazon on Frid 19 January 2024:
----
Hello,

---
And I have responded with the following on Sat 20 January 2023:
---
Hi..
I don't see any reflection of the returns in my account for both order #***-8856984-0089006 or #***-1415604-2103412 at the moment.

The promotional credits were given to me by one of your operators as a refund for the return delivery costs for order #***-1415604-2103412 and was used in order #***-8856984-0089006.. It is not my fault that Amazon delivered the incorrect item, but yet here I am being persecuted for it.

OR you can just try resend the order #***-8856984-0089006.

***************************
Business Response
Date: 01/23/2024
Hello,

Thank you for writing back to us.

unfortunately we are unable to offer any promotional credits to your account for order#******************* as per the policy.

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,

*****************************.
Customer Answer
Date: 01/23/2024
I received this email on Tues 23/01/2024 @ 14:12 *** time:

---
Hello,

unfortunately we are unable to offer any promotional credits to your account for order#******************* as per the policy.

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,
***************************** P

Amazon.com
---
To which I responded on Tues 23/01/2024 @ 14:54 RSA time:
---
Hi..

Thank you for your reply, but why can't it be done?
What in your policy doesn't allow promotional vouchers (for use on next checkout)?

It had already been done on my previous return order #***-1415604-2103412 as replacement for my costs sending it back to Amazon.
It was not against policy then why should that be against policy now?

The only part of the policy that I know of is that only $100 per 24 hours can be added to the account as promotional vouchers (for use on checkout) hence why $100 was done on day 1 while the $30 was done on day 2.

The error on the delivery was on Amazon's side so the least you can do is resend what I ordered.
At least that way no promotional vouchers (for use on next checkout) would need to be allocated.

On another note - I still don't see any refunds on both orders being allocated to my account.

I remain very frustrated as I have lost both the monies from order #***-1415604-2103412 and order #***-8856984-0089006 and are once again out of pocket.

Kind Regards
***************************
---
My account still has not been updated with ANY refund and I in essence have lost monies due to Amazon's incompetence.
Customer Answer
Date: 01/24/2024
Hi..
I see that this issue is being closed on BBB just based on getting a response from Amazon and without the issue actually being resolved..
I, unfortunately, cannot give feed back on how BBB did as that page goes to an error / not found.
The complaint did yes indeed receive feedback from Amazon.com, but the actual incident is not resolved.
I, the consumer, who received the incorrect package is being punished for an Amazon mistake and as to date have not had the following accomplished:
1. Account has not been refunded for order.
2. The amount of $130 has been lost due to it being "promotional vouchers".
3. I have had to spend additional funds to return the incorrect item back to Amazon, which cost me an extra $30.
In essence - Amazon stole money from me, which make me a very very un happy customer.
I will, however, keep on via other channels to resolve this issue..

Have a great day..
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.
Amazon has delivered all packages for 7 years to a door at my address that zi physically cannot get my packages from as I am in a power wheelchair and ****** open the door from the inside due to an airlock and interior glass door. All packages from Amazon have repeatedly despite in account settings specifying the SIDE DOOR, have been placed and photographed on the front stairs by the delivery drivers who aren't reading delivery instructions. The company has claimed for 7 years that the issue would be addressed. I ordered an item on January 3rd that was also delivered and photographed and left at the front door and was stolen, I was told NUMEROUS TIMES the issue was escalated and tickets were created, and that the replacement order was made. Upon replacement order which shows in my Amazpn account it went instantly into DELAYED with no explanation as a status. Upon calling amaxon again this morning, one rep said ill never get it because they refunded it without my permission, in addition the warehouse is in my same city. They are being vindictive and refuse to replace the product after being told numerous times I want the product and I dont care about any refund.
Customer Answer
Date: 01/16/2024
The attached are clarification as per your request of the order number(s) involved in this complaint
Business Response
Date: 01/17/2024
Hello **********;****,

I'm Arun 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 the complaint and understand your concern regarding the order delivery issues that you've had recently.

I apologize for the inconvenience that you've experienced in this case.

Upon checking, I see that the replacement order was delayed by the carrier.

However, we'll ensure that the order is delivered to you at the earliest possible.

Also, I would request you to re-add the delivery instructions and we'll make sure that they are followed and orders are delivered accordingly.

I've escalated this issue as a feedback for the order delivery.

For now, I can issue $10 gift card balance to your account for the order.

Please confirm.

Regards,

Arun
Amazon.com
*****************************
Customer Answer
Date: 01/19/2024

Complaint: 21113312

I am rejecting this response because:
They havent explained the reason for the delay, i haven't received the replacement product from the company. they sent a refund that I did not request after i made it clear I just want the product, it was and still is in stock, and I really dont care about the coat of the product. They can send whatever gidt card credit they want, but in the end, i want the product i ordered PRIME NEXT DAY DELIVERY the first rime that was delivered to the wrong door and ultimately stolen when I wasnt home. Had they left it at the side door, i would have it. I will be satisfied when I have the product in my hand. There's no excuse for what they did knowing my account settings, my disability and they have had instructions for ALL deliveries to be left at side door for 6 plus years as my account settings have NEVER changed. They are the only conpany who cant seem to understand that I have a physical disability and can only retrieve my deliveries from the SIDE DOOR due to the restrictions of my POWER WHEELCHAIR access on the interior of my home and refuse to follow the delivery instructions which led to the theft of the package. In addition they have been told infinite times that the sidewalk is basically at my front stairs and any passer-by can take their packages with little to no effort.

Sincerely,

*******************
Business Response
Date: 01/24/2024
Hello *******************,

I'm Arun 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 ***********

However, I've already escalated this issue to the appropriate team for further review on it.

We'll ensure that this is not repeated.

Also, as the order refund is already processed, we'll not be able to replace it.

I would request you to place a new order for the item and we'll make sure that it is delivered to you without any issues.

Like informed earlier, I've added $10 gift card balance to your Amazon account.

You can view your balance and usage history in Your Account here:

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

I appreciate your understanding in this matter.

Regards,

Arun
Amazon.com
*****************************

Customer Answer
Date: 01/25/2024

Complaint: 21113312

I am rejecting this response because:
First, there are recorded calls with the representative who processed a refund despite my telling him I did not want a refund, and that I just wanted the product. He did it anyway, causimg me to have to call back and speak with another representative who promised me the replacement that I originally called for. The repleacement was ummediaand strangely delayed upon shipment! The warehouse is actually in my city! It was delayed without explanation, and remained in that ***** for weeks. The initial purchase was a PRIME NEXT DAY FREE DELIVERY!. ALL of this is a failure on Amazons part and i ahbe nothing ron***with the repeated mistakes that were made, so I *** care are what has to be ***e at rhis point because had they followed the delivery instructions in thenfirst place the item would not have gone missing! So the resolution i will agree with is receipt of the item I ordered. Period. I will not sccept.any other resolution. This is amaxons fault for failing to understand that people with physical disabilities and have additional delivery instuctions, the need to follow those instructions! Send me my product. If you review the calls between me and the person who refunded without my permission you'll hear what I said. I told him I want my product. Period.

Sincerely,

*******************
Customer Answer
Date: 01/29/2024
Yhe additional kmagrs are screenshots of the businesses tactics and propf they ordered the replacement and refuse to ship it.
Initial Complaint
Date:01/10/2024
Type:Billing 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 is a complicated issue about BILLING, being charged after the END OF A RELATIONSHIP, $16.04 for Amazon PRIME. The account is in his name, the bill is in mine. I NEED THIS TO STOP.I NEED TO SPEAK with an American I can understand about this important matter. Too complicated to put here.************ Thank You
Business Response
Date: 01/11/2024
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 apologies for the inconvenience you have experienced with charge on your account.

Unfortunately we are unable to make any call as we only be able to communicate via emails.

Here in this case, request you to help us with the charge ID to find the charge details.

A payment descriptor is text that appears on your bank, or credit card, statement, and shows details for which company processed a payment. Descriptors could include information such as the company name, date of the charge, and the State where the purchase was made.

Amazon descriptors will now also include a unique nine-digit Charge ID, which is linked to the charge for your order, or subscription.

Using the Charge ID, our customer service team can now help answer your questions about an unknown charge, in a much shorter time.

For more information about identifying unknown charges on your statement, visit: ***********************************

We look forward to seeing you again soon.

Thank you for your patience and assistance in this matter.

Regards,

Prashanth ******
Customer Answer
Date: 01/17/2024

Complaint: 21113313

I am rejecting this response because: This is a complicated situation and if you cannot call me, FORWARD THIS TO SOMEONE WHO CAN. I'm SORRY THE BIGGEST ** IN THE ***** CANNOT CALL ME? please. find someone who can help me!
Amazon descriptors will now also include a unique nine-digit Charge ID, which is linked to the charge for your order, or subscription.
Using the Charge ID, our customer service team can now help answer your questions about an unknown charge, in a much shorter time.
HERE IS THE DESCRIPTION YOU REQUESTED:
Amazon Prime * Tk0 (zero or O) Gt5 V11
Amzn.com/Bill, **, **
Now you have the info you requested. Take care of this and if you don't understand that this is not a fraudulent charge, (IN A SENSE) CALL ME!!!!!!!! IT'S **MPLICATED.
I had a boyfriend. He opened an Amazon prime account under his name, the billing is in my name. We are not together anymore and I don't want to pay for his entertainment anymore and have asked him to take my billing info off, he refuses. I am telling you AMAZON DO NOT TAKE ANOTHER ***** FROM MY AC**UNT THAT IS IN SOMEONE ELSES NAME. I am not giving you permission to do so anymore.
NOW PLEASE FIX THIS MATTER. CALL ME IF NEED BE.
Sincerely,

*****************************
Business Response
Date: 01/23/2024
Hello,

Thank you for writing back to us.

I apologize for the inconvenience you have experienced with unauthorized charge on your Amazon account.

As this is an unauthorized charge, we are unable to take any action in this case.

However I would request you to dispute the charge with your card issuer/bank to get the charges reverted.

If there is any other alternative, we would have surely helped.

Regards,

*****************************.

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