Complaints

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  Amazon.com

  202 Westlake Ave N Ste 2 Seattle, WA 98109-5264

  
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  Amazon.com

  PO Box 81207 Seattle, WA 98108-1207

  
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  Amazon.com

  PO Box 6485 Incline Village, NV 89450-6485

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  Amazon.com

  PO Box 81226 Seattle, WA 98108-1300

  
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  Amazon.com

  PO Box 960013 Orlando, FL 32898

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:01/05/2024

  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.

  Ordered a Dyson V11 Cordless Vacuum on December 14th, 2023. We returned the item and the Amazon warehouse received the item on December 20th, 2023. On January 5th, ****, I received an email stating that I needed to submit a government issued ID in order to "maybe" get my refund back. I contact their customer service department on the 5th, I got no answers to why I needed to submit my ID, especially when just the day prior I was able to return other items and already received my refund for those items returned. I dont feel like I should have to send personal information to Amazon when I already returned and they admit to receiving the item. Order number number - #***-1041242-3273843

  Business Response

  Date: 01/08/2024

  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.
  
  Upon reviewing I can see that our specialist team needs to verify your identity before we can consider your request for a refund or replacement. For certain orders, our Specialist team requires a government issued identity proof to investigate the orders. 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.
  
  All personal information that you provide will be handled in accordance with our Privacy Notice. To review our Privacy Notice, go to "Amazon and Your Personal Information":
  
  ************************************************************************************
  
  Kindly submit your identity proof to get your concern addressed.
  
  Please feel free to contact us directly by replying to *********************************************** if we can be of further assistance.
  
  Regards,
  
  *********************** A.
  
  

• Initial Complaint

  Date:01/05/2024

  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 placed an order with Amazon January 2, ****, for a total amount including shipping and taxes of $479.09. January 3, **** I checked my bank account and it showed that Amazon had authorized $638.47 to come out of may account. I called the bank and they said I had to call Amazon. I called Amazon and spoke with seven different people. No one could help, or knew why the amount of $638.47 was going to be out being taken out of my account. I wanted to cancel the order, but was told part of the order was already being shipped. A second part of the order would go out January 22, ****. At this time when I receive all of the shipments, and if there is money owed to me, the money would be returned to my account. No one could tell why this was happening. I spend a lot of money with Amazon and did not expect to be treated this way. I thought taking money from another's bank account without authorization from that person was against the law. It's called stealing. I have a very small income and need the extra $159.38 for my bills. If more info. is needed please feel free to contact me at anytime. I look forward to your assistance. Thank you, *****************

  Business Response

  Date: 01/09/2024

  **************,
  
  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've checked and see that we've charged only $479.09 for this Order ID: *******************. The remaining charge that you are referring is just an authorization, it will be removed by your bank. Please contact your bank they should be able to clarify how long they hold payment authorizations for online orders.
  
  Please feel free to contact us directly by replying to *********************************************** if we can be of further assistance.
  
  Regards,
  
  *********************** A.

• Initial Complaint

  Date:01/05/2024

  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.

  Before year's end I made a number of purchases via the AMAZON website. I do not use them very often. Payment was made via online debit card EFT, and with some difficulty, an Amazon gift card.In the ordering instructions, I designated an official ***** pickup / dropoff location. There was no warning that Amazon would refuse to deliver to a ***** location (a local drugstore chain). And, after a tremendous amount of time wasted chatting to online CSR's, Amazon refused to de-direct delivery to their own lockers. I have cancelled the order. I have never had the items in my possession, but they have been at all times under Amazon's control (their warehouse or shippers). Refund time, per their website, for Amazon gift cards is 2 to 3 hours. For Credit card, 3 to 5 business days. But they are sending messages that I may have to wait 30 or more days for a refund. I would rather they simply deliver the order to their closest official Amazon lockers (and provide the password), or provide an immediate refund / credit, so I can correct this transaction in a timely manner.It should not be this difficult to order and receive items.

  Business Response

  Date: 01/08/2024

  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.
  
  Im sorry to learn about the problem with your order ending in #****. It is certainly not what we expect our customers to go through.
  
  Upon reviewing, I can confirm that a refund of $99.20 was issued to original payment method on Saturday, January 6, 2024.
  
  The gift card refund of $50.00 is already active on your account and refund of $49.20 will be processed by bank in 3 to 5 business days. 
  
  I hope this helps. Please feel free to contact us directly by replying to *********************************************** if we can be of further assistance.

  Regards,
  
  Najam
  Amazon.com
  ***********************************

  Customer Answer

  Date: 01/09/2024

   
  Complaint: 21105080
  
  I am rejecting this response because:

  This is a three-part order and AMAZON's response partially satisfies only one of the three parts.  Keep in mind that the difficulty arose by AMAZON's undisclosed policy of not delivering items to authorized ***** pick-up/drop-off locations, and then, once that was revealed, refusing to re-direct the pending delivery to a nearby authorized AMAZON locker.  (see attchments)
  

  Remaining items:

  1 - Earbay USB Chat headset

  1 - Box Uniball Elite black ink pens (12 ct.)

  1 - VIISAN P4U 13MP 4K UHD Document Camera & Webcam with Built-in Microphone, USB Visualiser A3-Size, LED Light, AutoFocus, Multi-Jointed Design,

  While I appreciate the refund, I would prefer that my order simply be fulfilled.
  

  My requests for remedy was first to simply re-direct all pending deliveries to the authorized AMAZON lockers located at *********************************************************** and then informing me by email, text or voicemail message as to the delivery, locker number and password.
  
  In the alternative, promptly cancelling the order of the three remaining items and rapidly crediting my AMAZON account / providing a refund so that I could re-place the order, with delivery directions to the AMAZON lockers described above.  
  
  IT SHOULD NOT BE THIS DIFFICULT.
  
  Thank you for your assistance and cooperation in getting this order fulfilled and delivered.
  
  Sincerely,
  
  *****************************

  Customer Answer

  Date: 01/10/2024

  Hello Amazon,
  
  Thank you for the partial refund (the total order, parts of which have been received, was approximately $200).
  
  I see, from a separate Amazon message, that a refund will be issued for the black ink pens.
  
  The USB chat headset -- like the Titanic headed inexorably into the iceberg -- continues to steam towards a delivery destination which will refuse it due to the ***** / Amazon rivalry.
  
  I would ask that that order be cancelled and refunded so that once all refunds are (rapidly) credited, I can re-place the order, only this time to the authorized local AMAZON locker delivery point, ***which I requested last week.***
  
  
  Please make haste and inform me when all three remaining purchases (presentation document webcam, USB chat headset and black ink pens) have been refunded / re-credited to my **** card(s).
  
  
  I would like to re-place the order and have it directed to the local authorized AMAZON locker.
  
  While I do appreciate your apologies, what I NEED are my business supplies.
  
  
  
  This has been an incredibly frustrating, time-consuming and wholly-unnecessary experience.
  
  For future reference, your automated purchase algorithm should recognize a desired delivery destination where Amazon refuses to deliver to.
  
  Additionally, if you don't have such a system in place, your existing system ought to be able to re-route deliveries to your own lockers.
  
  
  
  SMH
  
  /s/*****************************
  
  =========================
  *****************************
  Tel.: ************
  =========================
  
  The information contained in this mail is attorney privileged and confidential. It is intended only for the use of the individual or entity named above. If the reader of this message is not the intended recipient, you are hereby notified that any dissemination, distribution or copy of this communication is strictly prohibited. If you have received this communication in error, please notify us immediately
  
  
  > Sent: Wednesday, January 10, **** at 8:41 AM
  > From: "Amazon.com" <***********************************************>
  > To: **************************************
  > Subject: Your Amazon.com Inquiry - BBB Complaint #********
  >
  > Hello *******,
  >
  > Thank you for writing to us. I hope you're doing well!
  >
  > I understand this has been a frustrating experience for you. Please know that it is never our intention to cause any inconvenience to you and we do value your business with us.
  >
  > A refund of $99.20 was issued on Saturday, January 6, **** against Order ID: *******************.
  >
  > Your order for "Earbay USB Headset with Microphone for PC with order #***-9831777-4889833 is in transit and should be delivered before Estimated Delivery Date: Thursday, January 11, ****.
  >
  > The order for Blue pens 12 pack with order #***-9831777-4889833 was delivered successfully on Tuesday, January 2, ****.
  >
  > I have contacted the seller for order #***-4552074-6077817 (Black pens pack). The seller will respond to you in 2 business days.
  >
  > We have taken your feedback regarding re-directing the packages to nearest Amazon Locker.
  >
  > Thank you for your patience and understanding.
  >
  > Regards,
  >
  > Najam
  > Amazon.com
  

  
  

  Customer Answer

  Date: 01/11/2024

  
  Hello Amazon / Najam,
  
  The refunds are a very good start, and I thank you.  But I have also learned from this experience (e.g. it took three days for AMAZON to recognize and give credit towards a purchase from my own AMAZON gift card).
  
  I will attempt this purchase again, and the cutting score for a satisfactory outcome is actually having received the undamaged items, as we've been oh-so-close before (e.g. attempted delivery to the ***** drop-off point and being refused, once by the driver and once by the ***** point).
  
  So, hold my beer, I am going to actually try again to buy something from AMAZON.
  
  =========================
  *****************************
  Tel.: ************
  =========================
  
  The information contained in this mail is attorney privileged and confidential. It is intended only for the use of the individual or entity named above. If the reader of this message is not the intended recipient, you are hereby notified that any dissemination, distribution or copy of this communication is strictly prohibited. If you have received this communication in error, please notify us immediately
  
  
  > Sent: Thursday, January 11, **** at 12:38 PM
  > From: "Amazon.com" <***********************************************>
  > To: **************************************
  > Subject: Your Amazon.com Inquiry - BBB Complaint #********
  >
  > 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.
  >
  > A refund of $99.20 was issued on Saturday, January 6, **** against Order ID: *******************.
  >
  > Your order for "Earbay USB Headset with Microphone for PC with order #***-9831777-4889833 is also refunded for $27.88.
  >
  > The order for Blue pens 12 pack with order #***-9831777-4889833 was delivered successfully on Tuesday, January 2, ****.
  >
  > Order #***-4552074-6077817 (Black pens pack)is refunded ($15.72) to original payment method successfully on Wednesday, January 10, ****.
  >
  > Refunds are usually processed within 3 to 5 business days.
  >
  > Thank you for your patience and understanding.
  >
  > I hope this information helps. Please feel free to contact us directly by replying to *********************************************** if we can be of further assistance.
  >
  > ==========================
  >
  > Information received date: 1/11/****
  >
  > ==========================
  >
  > Case Description: "Before year's end I made a number of purchases via the AMAZON website. I do not use them very often. Payment was made via online debit card EFT, and with some difficulty, an Amazon gift card. In the ordering instructions, I designated an official ***** pickup / dropoff location. There was no warning that Amazon would refuse to deliver to a ***** location (a local drugstore chain). And, after a tremendous amount of time wasted chatting to online CSR's, Amazon refused to de-direct delivery to their own lockers. I have cancelled the order. I have never had the items in my possession, but they have been at all times under Amazon's control (their warehouse or shippers). Refund time, per their website, for Amazon gift cards is 2 to 3 hours. For Credit card, 3 to 5 business days. But they are sending messages that I may have to wait 30 or more days for a refund. I would rather they simply deliver the order to their closest official Amazon lockers (and provide the password), or provide an immediate refund / credit, so I can correct this transaction in a timely manner. It should not be this difficult to order and receive items."
  >
  > Desired Resolution: "Delivery; Refund"
  >
  > ====================================================
  >
  > Regards,
  >
  > Najam
  > Amazon.com
  

  
  

  Business Response

  Date: 01/11/2024

  Hello *******,
  
  Thank you for writing to us. I hope you're doing well!
  
  I understand this has been a frustrating experience for you. Please know that it is never our intention to cause any inconvenience to you and we do value your business with us.
  
  A refund of $99.20 was issued on Saturday, January 6, **** against Order ID: *******************.
  
  Your order for "Earbay USB Headset with Microphone for PC with order #***-9831777-4889833 is in transit and should be delivered before Estimated Delivery Date: Thursday, January 11, ****.
  
  The order for Blue pens 12 pack with order #***-9831777-4889833 was delivered successfully on Tuesday, January 2, ****.
  
  I have contacted the seller for order #***-4552074-6077817 (Black pens pack). The seller will respond to you in 2 business days.
  
  We have taken your feedback regarding re-directing the packages to nearest Amazon Locker.
  
  Thank you for your patience and understanding.
  
  Regards,
  
  Najam
  Amazon.com
  *****************************
  
  

  Customer Answer

  Date: 01/16/2024

  Complaint: 21105080
  
  I am rejecting this response because:

  
  I kind of get the impression that Amazon is so automated that it cannot process corrections, as many have been attempted, both with its online chat staff and via the personal control (?) panel ("Update delivery Instructions.")

  
  This delivery SNAFU came as a result of an undisclosed rivalry with ***** delivery locations, where I normally direct my packages to be delivered (better tracking and avoids porch piracy).  It was only upon the initial attempted delivery to the normal ***** location that I found out about the rivalry.  Henceforth, I was told, no packages would be accepted at that location.   So, I logged into the AMAZON account console and sought to update delivery instructions to re-route delivery to a nearby set of AMAZON lockers. 

  
  Not only would the console not allow a change from the original location, after trying to make the same request via AMAZON chat personnel and the "do we need additional instructions..." part of the update.  AMAZON continues to send me notifications that they are still attempting delivery to the forbidden delivery address.  Moreover, taking the refund, or re-crediting of my account, only part of the credit is recognized at check out when I try to re-place the order.
  
  IT SHOULD NOT BE THIS DIFFICULT.
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 01/28/2024

  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 this has been a frustrating experience for you. Please know that it is never our intention to cause any inconvenience to you and we do value your business with us.
  
  Please be assured that We have taken your feedback regarding re-directing the packages to nearest Amazon Locker and that we are constantly working on bringing improvements to ensure we provide you with accurate service.
  
  Thank you for your patience and understanding.
  
  I hope this helps.

  Regards,
  
  Najam
  Amazon.com
  *****************************
  

  Customer Answer

  Date: 01/29/2024

   
  Complaint: 21105080
  
  I am rejecting this response because:

  Well first off, I have no problem with CSR Najad, so no apology from him required.  But as to the matter of AMAZON.
  
  The Incredible Ordeal continues with failed deliveries and mis-deliveries and non-deliveries.
  
  Initially, the complaint dealt with AMAZON's undisclosed policy of refusing to deliver to a ***** pickup/drop-off point, typically located within a WALGREEN'S or CVS pharmacy.  Secondly, AMAZON'S refusal to simply re-direct shipment to one of their nearby, automated lockers.  Third, their stated intent to delay refund for 30 days (rather than their stated policy of a few hours for their gift cards, or 2-3 business days for EFTs).
  
  Now, it's AMAZON's repeated mis-delivery of ordered items to the entirely wrong city, 65 miles distant, with a completely different name and ZIP, TWICE.
  
  IT SHOULD NOT BE THIS DIFFICULT.
  

   

  
  
  Sincerely,
  
  *****************************

  Customer Answer

  Date: 01/29/2024

  I've wasted HOURS with their chat CSRs trying to get this rectified.
   
  The AMAZON delivery locker is located at **********************************************************************
   
  AMAZON *keeps* sending the items to ****************, some 65 miles to the South of *********.
   
  (Second time, same exact error).  See attached.
  
  Pathetic.
   
  

  
  

  Business Response

  Date: 02/01/2024

  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 where you're coming from, however, it is not possible to re-direct packages that were supposed to be delivered to Fedex DropOffs or even Residential address, to Amazon lockers.
  
  If you'd prefer delivery to Amazon Lockers, you'd be able to select the same at Checkout page, given that the item/order is eligible for Locker delivery.
  
  However, re-directing packages to Amazon Lockers after dispatch, is not possible currently, since a different delivery method and address is already selected for the packages/shipments.
  
  I hope this information helps.
  
  Thank you for your patience and understanding.

  Regards,
  
  Najam
  Amazon.com
  *****************************

  Customer Answer

  Date: 02/01/2024

  Of course Najam, I don't hold you personally responsible, but AMAZON out to be able to fulfill simple orders with clear directions to their own AMAZON delivery lockers.

   

  As you can see, this is not happening.

   

  Consider the currently-outstanding orders consisting of a (1) a pistol cleaning kit, (2) a holster/mag pouch kit, and (3) 12 camp stove butane cartridges.

   

  After an initial complete failure of delivery, AMAZON cancelled and refunded the order.  I re-ordered the lot of 1-3, with directions to deliver all to the AMAZON delivery lockers located at **************** (which is in front of a gas station / food mart).

   

  The screen captures tell the story of the products ordered and where they were supposed to be delivered to.

   

  For some ungodly reason, AMAZON has TWICE tried to deliver them to a city 65 miles ***** of the delivery point.  **************, whose name and ZIP codes are markedly different from *********, *******.  So that's two complete failures in rapid succession.

   

  Most recently, AMAZON at least tried to deliver the camp stove cartridges to the AMAZON lockers located at ******************************************************************** using **** which has no access to the AMAZON lockers (duh!!!) and in the ordering instructions THERE IS NO OPTION to say "leave in Amazon lockers."

   

  Naturally, the convenience store clerk refused delivery, as delivery was to be made to the lockers.

   

  This is incredibly bad performance.

   

  Can I please have my order delivered to the AMAZON lockers at ****************, that I be informed by email / telephone that delivery has been made, and a combination code issued?

   

  Pretty please????

   

   

  =========================

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

  Tel.: ************

  Customer Answer

  Date: 02/04/2024

  Dear Amazon,
  
  How is a customer to know the fine distinction between the address of the locker, which is listed as such on the Amazon listing of delivery lockers, and the store which shares its street address?
  
  Besides, why would you assign delivery to **** which doesn't have access to the lockers?
  
  Just trying to get this stuff has turned into an ordeal.
  
  Please just direct all the items to the delivery lockers at the Amazon listed address of *********************************************************************; place them in the lockers, lock the lockers, notify me that they have been delivered to the lockers, provide me the passcode so I can pick up all three items which I have ordered and paid for.
  
  That's the resolution I am looking for.
  
  Please make that happen.
  
  Thanks,
  
  ***********************
  

  Business Response

  Date: 02/04/2024

  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.
  
  Upon careful review, I see that the order #***-5468243-4298638 was not directed to "Amazon Locker - Rotation".
  
  It appears that you're using the address of the Locker.
  
  You have two addresses on your account. "********************** Locker - Rotation" at Food Mart is at the same address, however, you need to select "Store Address" (if available) instead of "Residential/Commercial Address".
  
  For better understanding, I request you to check the addresses for orders #***-7120181-5822620 and #***-0178784-5417077.
  
  You will find that correct Store/Locker address was selected on these orders. Hence, packages were delivered to Amazon Locker.
  
  Please note, if you do not see a Store Address at Checkout page, then it means that the packages cannot be left at Amazon Locker, and can only be handed over to recipient.
  
  If the address of the Locker is entered manually, due to Store/Locker delivery not being available, the carrier will still not be able to fulfil the delivery.
  
  I hope this information helps.
  
  Regards,
  
  Najam
  Amazon.com
  *****************************

• Initial Complaint

  Date:01/05/2024

  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.

  Placed an order on 12/28/23. Was given a **** tracking number. Check on package through **** on 1/2/24 the day package was to be delivered and package still showed at Amazon facility. Contacted **** to see what the delay was. Was told they are still waiting on the package.Contacted Amazon customer care and inquired about the problem. After having to ask multiple times what the problem was, I was told by Amazon that **** refuses to pick up the package. Was told if it was not delivered by 1/5/24 a replacement or refund would be given. The his was after **** delivered to my residence and the package still shows at Amazon. Asked to speak with supervisor and got a run around and never got to talk to one. I just want my package which is time sensitive for my job.

  Business Response

  Date: 01/08/2024

  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've tried to locate the order with the information available in your complaint. Unfortunately, I'm unable to locate the exact order you are referring to. In this case, I request you to please reply back to this email with the order number so that we can review the details and assist you further.
  
  Thank you for your understanding.
  
  Please feel free to contact us directly by replying to bbb@@amazon.com if we can be of further assistance.
  
  Regards,
  
  *********************** A.
  
  

• Initial Complaint

  Date:01/05/2024

  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 ordered a case (12 cans) of canned kimchi because there was a deal going on that you would get 3 free cans for ordering a case. The case arrived yesterday 01.05.2024 and it was leaking. Upon opening the Amazon box, there was a smaller box inside holding the 12 cans. There was no other packing material in the Amazon box to help cushion the cans. There were holes that went from the Amazon box into the case box and kimchi was leaking from these holes. I called Amazon who said that the items are nonreturnable, if I sent a picture showing the damage ********* a note card with name, date and order number that they would work on refunding me or replacing the kimchi. I have emailed multiple pictures and replied to multiple emails and this morning, Amazon emailed me that they finally are okay with the pictures but want all the kimchi cans sent back. Since 7 cans are damaged and 3 of those damaged cans were leaking kimchi I threw them away in the dumpster since no one at Amazon said I needed to return them since they were nonreturnable. Besides FTC would not be happy at me to send open kimchi cans through the mail to leak on other people's mail. Since I am unable to return them, I will get no refund, no credit and no replacement and Amazon refuses to help me this anymore. If I was told that I need to keep the cans to return, I would have kept the cans. Since I was not told this until this morning, the threw the cans away so my house wouldn't smell. I reached out to the seller about this as well and have not heard anything from the seller. I have the pictures and emails back and forth if you would like them.

  Business Response

  Date: 01/08/2024

  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'm sorry to learn that you received the order in that condition. I understand how frustrating it can be.
  
  I understand that you have disposed the items. We do not require a return in this case, since this was a non-returnable item.
  
  To quickly resolve this for you, I can issue a gift card refund of $23.78 as soon as I receive confirmation from you.
  
  I hope this helps. Please feel free to contact us directly by replying to *********************************************** if we can be of further assistance.

  Regards,
  
  Najam
  Amazon.com
  ***********************************

  Customer Answer

  Date: 01/08/2024

  The seller emailed me back and said they would send out a replacement, but I told them I didn't want a replacement. I want my money back (Attachment #3). Besides my husband drove to *********, ** to get the kimchi for me. Amazon also emailed me and offered a $23.78 gift card (Attachment #4). That is the price ($23.78) they charged my credit card after taking $5.00 from my gift card and charging me $5.66 for the three free cans for purchasing a 12 can case of ****** (Attachment #5 and #6). Since I bought two cases, I can include the two receipts to show you what the case actually costs, the Amazon gift card credit that was used, and the promo code for the credit to get 3 cans of kimchi free for ordering a case (Attachment #5, #6 and #7). I didn't respond to Amazon's email since it sounds like if I do, I will get the $23.78 gift card instead of my money back of $34.44 this includes the $5.00 Amazon gift card. I want what I paid with my credit card, back on my credit card and if I have too the $5.00 Amazon gift card back. 

  Business Response

  Date: 01/10/2024

  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 understand where you're coming from, however, promotional credits applied on the order cannot be made available for re-use since they non-refundable.
  
  Gift card balance was not used in placing the order #***-4300975-8679450. After deducting promotional credit, the order total is $23.78.
  
  I have submitted a refund request (original payment method) to our Specialist team. The specialist team will review the query and resolve it accordingly.
  
  For quicker resolution, you can contact our Specialist team directly. Here's a direct link to our Contact Us page:
  
  ***********************************************************************
  
  Thank you for your patience and understanding.

  Regards,
  
  Najam
  Amazon.com
  *****************************

  Customer Answer

  Date: 01/10/2024

   
  Complaint: 21**4827
  
  I am rejecting this response because: I order a 12 pack/case of ****** to get three free cans. The case is $34.44 and the 3 free cans are $14.99. The order this deal twice. The first order, which Amazon charged $23.78 to my credit card for the case and then charged me $5.66 to my credit card plus took my $5.00 Amazon gift card for the free 3 cans. Because I used my $5.00 Amazon gift card, Amazon divided my order into two different orders and give my some of the promotional credit on the the case and some of the promotional credit on the three free cans instead of having the order stay one one order like my second order (Attachment #7 and #9). When you look on the invoices that are attached, you can see that it says I paid with a Amazon Gift Card along with my credit card (Attachment #8 and #**). If you forget about the 3 free cans, which haven't even been sent yet, a case costs $34.44 and I am being charged that amount in two orders. One for $23.78 and one for $**.66. Why would anyone be happy with a partial amount returned of $23.78 in a form of a gift card, when the case costs $34.44? I should be credited back the amount for the case $34.44 in the way I paid it $29.44 plus the $5.00 Amazon gift card. If you take into account that ********************** hasn't charged me the $5.66 yet for my three free cans, that means Amazon has already charged me $28.78. Because my $5.00 Amazon gift card is gone. Why would I let Amazon steal $5.00 from me over an item that was damaged? Besides if the three cans are free why did Amazon break up the order so I am charged for the three free cans? It certainly doesn't make it look like the items are free.

   

  Sincerely,
  
  *****************************

  Business Response

  Date: 01/18/2024

  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 would like to inform that a refund of $23.78 was issued to original payment method on Saturday, January 13, 2024.
  
  The refund are usually processed by banks within 3 to 5 business days.
  
  Promotional credits cannot be refunded or made available for re-use. Hence, a refund of $23.78 was issued after deducting promotional credits.
  
  Thank you for your patience and understanding.
  
  I hope this helps. Please feel free to contact us directly by replying to *********************************************** if we can be of further assistance.

  Regards,
  
  Najam
  Amazon.com
  ***********************************

  Customer Answer

  Date: 01/21/2024

   
  Complaint: 2**04827
  
  I am rejecting this response because: Amazon refunded me $23.78, but I am still missing $10.66 for this order and now $10.66 from the other order. The way Amazon does their promotional codes is one creative way of doing accounting. You took my $5.00 Amazon gift card at the time of purchase and held it until you supposedly shipped my 3 free kimchi cans and the day you supposedly shipped my 3 free kimchi cans you also took $5.66 from my credit card which was 01/15/2024. The Amazon site says that the supposed cans of kimchi were shipped and delivered on 01/16/2024 inside my mailbox. (Attachment #**). WHICH I NEVER RECIEVED. I looked on Amazon today to see that supposedly the kimchi was delivered on 01/16/2024 into my mailbox. Since Amazon shipped the 6 cans together, I don't know how big the shipping package could be (box or envelope) and if it would really fit in a normal size mailbox. I didn't file a complaint on Amazon for the missing package since look how trying to get my money back over a damaged case is going. I have been home sick for over the past couple of weeks. I have doctor notes and urgent care visits to prove it. I have also have other packages delivered during that time from other companies, but I never saw a package from Amazon with the kimchi cans in it. Meaning six cans of kimchi are missing and I got charged ($10.66 for the other order and $5.00 gift card and $5.66 this order. Total of $21.32.) for them due to your creative promotional code accounting. (Attachment #**). I think Amazon said they shipped them, so they could keep some of my money for the damaged case of kimchi cans. It is not like Amazon hasn't done that before. I have had Amazon give me someone else's tracking information before and end up not receiving the items I ordered. I have also Amazon tell me that packages can say delivered but actually arrive 2 to 3 days later. This complaint alone proves that Amazon can't keep their employees on the same page on how or what to do about damaged food being delivered.

  I have no more trust in Amazon. I don't believe I will ever get the money back I am supposed to. Due to this I have asked the credit card company to change my credit card information, so Amazon can't take anymore money from me. If I have to order from Amazon again, I will go get a gift card at the store, but Amazon will be my very last choice. I would rather pay double the amount from another company than let Amazon get anymore money from me.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:01/05/2024

  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 created an Amazon account on January 3rd of **** and made it purchase of two items totaling $62.72 and everything processed normally they even gave me a shipping date for the parts to arrive only for me to wake up the next morning for them to put a hold on my account and to cancel my items being shipped and the reason why is because they wanted me to verify my source of payment yet they have not put the money back in my account nor do I have access to my Amazon account at the moment and my car is sitting in the car shop and my parts were supposed to be here by January 5th and because they're on hold now my car is sitting at this car garage and now there's going to be a whole fee forever however long they have to hold my vehicle before my parts come now I believe that they should have verified the source of payment at the beginning when I created my account not when my parts have already been shipped out and then they cancel them and then not only that the language barrier with employees is very difficult very very difficult and they're very rude and pretty much they keep hanging up in my face and like honestly I feel like I shouldn't have to verify my source of payment if the source of payment is my source of payment they should have done all that in the beginning when I created my account and then the fact that they keep hanging up on me and the fact that they have not put the money back in my account in the fact that they keep stringing me along and my car is sitting in his car lot instead of getting high and higher on prices I want to know who's going to compensate me for those prices for that payment to get my car out of the shop because there is going to be a hold for you and then not only that I'm also Amazon prime member so therefore none of this should even be going on like at all that's the whole reason of having a prime account so either they need to figure out their system so people don't have to go through this or they need to just stop trying to be a company at all but yes somebody's going to come out of pocket to pay for the storage fees on my car because I can't afford to pay for those storage fees on that car and it's not my fault that Amazon wants to cancel my order when it's halfway being shipped and then again like I said the employees are very very rude and the language barrier between me and them is very difficult to understand and I really feel like if they had American speaking employees that things would be a lot better and get done a lot my main concern is them still having my money in the storage fees that's going to be placed on my vehicle and this is something that needs to be assessed right away

  Business Response

  Date: 01/08/2024

  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.
  
  Im sorry to learn about the unpleasant experience when you contacted our customer ******************** team and about the problem with your Amazon account. I understand how upsetting it can be.
  
  Please be assured that all the conversations pertaining to this query will be reviewed. If your query wasn't handled efficiently, we'll see that appropriate actions are taken to ensure our colleagues are coached accordingly.
  
  I have reviewed the complaint and account but, could not find any details related to the order. Kindly include the order number in your response to this email so I can review this further.
  
  We appreciate your patience and understanding.
  
  I hope this helps. Please feel free to contact us directly by replying to *********************************************** if we can be of further assistance.

  Regards,
  
  Najam
  Amazon.com
  ***********************************
  

  Customer Answer

  Date: 01/10/2024

  This makes complete and utterly no sense. To be honest is very annoying in a major inconvenience to not only me but several other customers I know as well. I honestly feel like any verifications that they need then should have been done at the time of me creating my account. Now I've yet to have my account to reopened to me nor have I received any items and still missing the $62.72 from my account. The biggest inconvenience would have to be the amount of the storage fee I had to pay on my vehicle because of this mishap. And I know **** well nobody from Amazon is going to even think about paying the fee so now I'm stuck with another bill of $350 freaking dollars and that's with the deal. I just simply want my refund and my refund only $62.72 needs to be put back into my account as soon as possible and I'm not going to associate myself with Amazon ever again. Not to mention they need to hire employees that speak proper English and not broken English because half the time I can't understand what the customer service represented if you're saying or can they understand what I'm saying which causes a lot of friction. I would advise Amazon to go over there recordings and actually listen to you those recordings and think about hiring American speaking customer service Representatives there's a lot of people out there that could take those jobs and run with it. Please process my refund urgently.

  Business Response

  Date: 02/07/2024

  Hello,
  

  Amazon reserves the right to refuse service, terminate accounts, terminate customer rights to use *******************************************, remove or edit content, or cancel orders at its sole discretion.
  We removed this customers access to their buyer account on our site. We took this action because an investigation of their account indicated that the customers buyer account violated 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 1/23/2024.
  

  Sincerely,
  Shiv
  Amazon.com

• Initial Complaint

  Date:01/05/2024

  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 ordered a doll for $356.79. The doll came and it was wholly the wrong doll - I ordered a girl doll and they sent me a boy, among other issues. I requested the return label the same day it was ordered. The package was picked up and shipped back to Amazon. Amazon acknowledges receipt of the package on 12/28/23, but the refund of the money spent is still not pending my account, nor has the refund been initiated. Amazon has probably already sold the returned doll and is making interest on the money they are holding that should be returned to me. I am very upset. The return policy for an Amazon Prime purchase follows the same guidelines as an Amazon.com purchase. These guidelines are not being followed and I am truly very, very upset. I have been a Prime customer for over 10 years and feel like they have taken advantage of this situation. They took the money and sent me the wrong product and now, after they have received the returned product, they are not returning the funds. It took ********************************************************************************************************************************* one of their accounts? How is this not consumer fraud? I was misled. I paid for a product I didn't get and returned it and still have no refund. This is outrageous.

  Business Response

  Date: 01/08/2024

  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.
  
  Im sorry to learn about the problem with your order ending in #****. It is certainly not what we expect our customers to go through.
  
  To resolve this for you, I have issued a refund of $356.79 to original payment method.
  
  The refunds are usually processed by banks within 3 to 5 business days.
  
  We have taken your feedback regarding our return policy. We are constantly working on bringing improvements to ensure we provide you with accurate service.
  
  For more information on Return policies, you can view our website Help page using this link:
  
  **********************************************************************************************************************************************
  
  I hope this helps. Please feel free to contact us directly by replying to *********************************************** if we can be of further assistance.

  Regards,
  
  Najam
  Amazon.com
  ***********************************

• Initial Complaint

  Date:01/05/2024

  Type:Sales and Advertising 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 product: Momofuku Chili Crunch Sauce - 5.3 fl oz, 2 Pack (product number B002MQHHH4) is in "inactive status" and Amazon is pressuring me to remove it from the Amazon website. However, when I listed the product, I was authorized to sell it; this is unfair because I invested in the product and it represents a loss to me. Please allow me to sell the remaining units (256) of this product and I agree to remove it from my account.In addition, please refer to the attached image where you will find the evidence that I was approved by Amazon to sell this product.

  Business Response

  Date: 01/09/2024

  Hello,
  
  We have reviewed this seller's account and decided to close the case as invalid due to internal reasons.
  
  Sincerely,

  Customer Answer

  Date: 01/10/2024

   
  Complaint: 21104727
  
  I am rejecting this response because:
  I am showing evidence to you that my product was approved by you to be sold and now you are asking me to withdraw it, making me lose about 500 dollars.
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:01/05/2024

  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.

  My order number is # ***-6484784-0722629 purchased October 30, 2023 I bought and then later returned a $400 ****** system from ***** from Amazon.com I contacted Amazon and asked why I was not receiving my refund. I was told that I returned the wrong one, the return window has closed and the item I returned has been disposed of. I have done all of the steps to try to resolve this with Amazon. I am not being given any photographic proof to show whether or not the correct item has been returned. Please help me with this situation. I am out $400 and no ****** system, this is serious. Thank you very much.

  Business Response

  Date: 01/16/2024

  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've checked your order and see that incorrect item returned has been returned to us. Unfortunately, we're unable to issue refund for it.
  
  The return window for ***** Series 9 PRO+ Electric Razor for Men, 5 Pro Shave Elements & Precision Long Hair Trimmer, 6in1 ***************** PowerCase for Mobile Charging, Wet & ************ Razor, 60min Battery Runtime expires on November 30, 2023.
  
  At this time, we're no longer able to accept the return of the correct 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

  Complaint: 21104687
  
  
  Hello *****, 
  I am rejecting this response because:
  I returned the item I was sent by Amazon, back to Amazon before the return window closed. If it is an incorrect item, that error does not apply to me. 
  Additionally, I was not warned that the "wrong" product (the product I was sent) was sent to them. I returned the item I had received before the return window closed. I was not informed there was a problem before the return window closed. I have had to reach out and try to fix the problem, and after I received absolutely no help from Amazon customer service I have had to reach out and ask for help with BBB. 
  I have asked for photos to back up the claim that the "wrong" item was sent to Amazon, that is a reasonable request. I have received nothing to back up their claim of why they have kept $400 from me and a "disposed" ****** system. 
  I would still like Amazon to credit my account or refund me $400. This is such a terrible mistake to happen to me and this should not happen to anyone else. This happened right around Christmas time, I am sure it is just an error and I am hoping Amazon can come to an appropriate resolve with me. 
  *******************************************************

• Initial Complaint

  Date:01/05/2024

  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 two orders out with amazon, one was not delivered at all and they are refusing to give a refund, it's for a set of drill bits. ORDER #***-8231605-3556253 and on the second I received a defective refurbished roto hammer from amazon and returned it and never got refunded and every time i contact the customer service they give me the run around and hang up on me. ORDER # ***-1218048-1320215 its systematic and on purpose

  Business Response

  Date: 01/15/2024

  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.
  
  Regarding this 111-8231605-3556253:
  
  I understand you've not yet received your item. 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.
  
  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. Name of the items you didn't receive:_______________.
  
  4. Is it your first Amazon package at this address that you didn't receive?_______________
  
  5. If no, how many times it has happened? _______________
  
  Regarding this Order ID: *******************:
  
  I've checked and see that seller has not yet received the returned item. Once they receive, they will issue refund and send you a confirmation email.
  
  Please feel free to contact us directly by replying to *********************************************** if we can be of further assistance.
  
  Regards,
  
  *********************** A.