Business Profile

Ecommerce

Amazon.com

Headquarters

Complaints

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

Customer Complaints Summary

57,588 total complaints in the last 3 years.
21,721 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:01/05/2024
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.
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.
Returned item to Amazon they received item on December 28th 2023. Returned item along with 2 separate items and have received refund for both. Used Amazon app chat feature to talk two separate agents and both told me my refund would be received in 48 hours both were untrue. Called their customer service and talked two agents for a total of 45 minutes including wait time to be told it would be February before my refund would be processed. This is totally against Amazons advertised return policy.
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 see that the return authorisation was created on Sunday, December 24, 2023. Once an item is returned, it can take upto 30 days to process the return and issue a refund.

As soon as return is verified and processed, a full refund will be issued against the order.

For more information on Return policies, you can view our website Help page using this link:

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

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: 01/09/2024

Complaint: 21104581

I am rejecting this response because:
According to Amazon adverted policy along with this screenshot it is 14 days. This is either false advertising or fraud one of the two or both.

********************************************
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 my girlfriend a engagement ring and when the ring arrived it was too big so I immediately contacted Amazon for a return the next day or two I took the ring to the *** store that Amazon uses for returns I received a credit on my Amazon account so I ordered another ring one that fits we received the new ring about a week later everything has been fine until Amazon sent me a message saying that they didnt receive the other return I know I returned the item I even had the receipt from the *** store to prove it then about a week later Amazon charged my card for ****** saying they they didnt receive my return then when I called they said that they found it and that they received it so they sent me a link to send a copy of my drivers license to them for my refund and I sent it the first time and they said the picture was blurry or it was expired which both is a lie so I called again and the same thing then for the third time I sent it again same thing they wont refund the money that they took from my account thats why Im reaching out to the BBB
Customer Answer
Date: 01/07/2024
This is the copy of the withdrawal from my account
Customer Answer
Date: 01/07/2024
This is what Amazon keeps sending me when I submit my drivers license for my refund Im sending you all my drivers license photos front and back its clearly valid picture address and expiration date
Business Response
Date: 01/18/2024
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.

After looking into our records, we found that you have already submitted an ID with us, but we were unable to validate it. In this case, we're unable to issue refund the retrocharge. However, if you prefer you can still appeal for refund by replying to the email that you received from our specialist team.

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

Regards,

*********************** A.
Customer Answer
Date: 01/18/2024

Complaint: 21104529

I am rejecting this response because:

I need to appeal this decision my drivers license is valid its not my fault that they cant validate my id this is beginning to be a nightmare what is it about my identification that they cant validate this is a mess I will not be taking advantage of they took my money for no reason and I want my money returned to me if I have to send you all my id then thats fine I dont understand whats the problem with validation its a ************** drivers license

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

I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I've provided the BBB with a copy of this message.

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

As mentioned earlier, we found that you have already submitted an ID with us, but we were unable to validate it. In this case, we're unable to issue refund the retrocharge.

However, if you prefer you can still appeal for refund by replying to the email that you received from our specialist team.

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

Regards,

*********************** A.
Customer Answer
Date: 02/02/2024
I did respond to the last email I said that I wanted to dispute amazons decision they still wont resolve the issue with the money they owe me for my return
Initial Complaint
Date:01/05/2024
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.
Hello dear team,I am reaching out to you regarding my account health. My account health was affected by the received intellectual property policy violations. I have already addressed the violations, and now there are no policy violations on my account health.My account under the (Merchant token AR8TRE3165VBE) was deactivated on January 28, 2023, due to unresolved policy violations affecting my account health. I successfully addressed the policy violations and these were removed on 2nd December 2023; however, my account remains deactivated. Upon checking, I found that there were concerns of Amazon regarding an ASIN. Following the notification I had already addressed these issues on December 13, 2023, but as of now, I have not received any response. Its been more than 2 weeks and my submission is pending for review. I have attached a screenshot of the account health where we can see that there are no unresolved policy violations.Based on the information and the current status of my account health where I found no violation records, I request you to please review my pending submission and kindly reactivate my account and allow me to sell on Amazon again.(If needed I can attach the appeal that is currently pending review)Regards
Business Response
Date: 01/08/2024
Hello,

We have reviewed this Sellers account and require more information to complete our review. We have requested the necessary information from the seller via email on January 8th, ****.

Thank you,
Amazon.com Seller Performance
Customer Answer
Date: 01/12/2024

Complaint: 21104499

I am rejecting this response because: I have been receiving the same automated response and I want to add additional.
Brief explanation of why I am not satisfied with the response:
I have carefully reviewed the response from the business, and unfortunately, it mirrors the same generic replies I have received in the past, despite taking all necessary steps to rectify the violations affecting my account health.
I want to reiterate my willingness to cooperate fully and provide any additional information required to resolve this matter promptly. To aid in your investigation, I have attached the following documents to this message:
My Appeal and Explanation: A detailed account of the actions taken to rectify any violations, and my commitment to complying with Amazon's policies moving forward.
Screenshot of Manage Inventory Tab: This includes evidence that all listings, including the **** under observation, have been completely removed from my account. As of now, there is no active content present on my account, and I am prepared to refrain from listing new products until the reactivation process is completed.
I believe that with this additional information, the matter can be expedited, and my account can be reinstated at the earliest convenience.
I appreciate your attention to this matter and am hopeful for a swift resolution. Thank you for your understanding and assistance.
Sincerely,

***** *********************** (artic Apparel Ltd)

Business Response
Date: 01/20/2024
Hello,
We have conducted a review and confirmed the correct enforcement action has been taken on the account. Seller does not fit for reinstatement at this time and the Seller has received appropriate communication via email on 1/21/2024.
Thanks,
Amazon.com
Seller Performance
Customer Answer
Date: 01/21/2024

Complaint: 21104499

I am rejecting this response because: the business initially did not review my submissions. Now, they are targeting my account illegally and incorrectly because I approached BBB for resolution.
I think so because:
They sent me a notification on 2nd of December 2023 stating that I have to appeal for the mentioned ASIN (was mentioned in the notification) and policy violation of my account health. The frustrating behavior is reflected by the fact that there is no ASIN present on my account, and there is also no policy violation on my account health.
Despite all this, I still responded according to their notification and have explained everything while being in compliance with Amazon's policies.
This situation and is ultimately causing me mental stress and may lead to depression because this was my only source of income to pay my bills. I request to look into again and kindly reactivate my account and please help me protect myself from going into stress and depression.

Sincerely,

***** *********************** (artic ************
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 ORDER A TREADMILL #***-4434286-7281858 ON 12/28/2023 THAT WAS SUPPOSE TO ARRIVE 01/03/2024 BETWEEN 3-6 PM. i DECIDED TO CALL AMAZON TO CHECK IN ON MY DELIVERY AND A REP TELLS ME MY TREADMILL WILL NOT ARRIVE, SHE DO NOT KNOW WHEN AND I CAN NOT SPEAK WITH A MANAGER. I WANT SOMEONE FROM CORPORATE TO CALL ME ABOUT THIS ISSUE. AS OF RIGHT NOW I DONT HAVE MY MONEY OR A TREADMILL AND DO NOT KNOW IF ITS GOING TO EVERY COME BECAUSE I HAVE NOT CHOSEN A TIME OR DATE OTHER THAN THE INITIAL *************.
Business Response
Date: 01/10/2024
Hello *********,

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

I'm sorry for the trouble you had with the order.

I've checked and see that a refund of $411.19 was issued in two parts for the order. I hope you have received emails of them. The refund should be seen within 5 business days from the date of refund.

I've forwarded the feedback to the concerned department so that they can coach the agents.

We look forward to see you soon.

Regards,
Praveen M
Amazon.com.
*****************************
Initial Complaint
Date:01/05/2024
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.
December 11th I was Christmas shopping on Amazon. I have done business with them & have been a prime member for several years. On the 11th, I ordered a GIFT called *********************** Parfume 1.7 oz @ *****, ***** shipping & **** tax totaling 9**** order#***-4498774-0187401. I was given an original delayed delivery date of first week in January. While ordering, a family member looked & told me I'd ordered the wrong perfume..it had a no return policy. I immediately tried to cancel the order as it was within about an hour after ordering & it wouldn't let me do so. I then called customer service & was told it was already being prepared for shipping.Finding it hard to believe because of delayed delivery date,tracking showed it had NOT been shipped. Since it had a no refund ************** isn't taken UNTIL shipped,I felt I had contacted them early enough to cancel BECAUSE tracking said it HADN'T been shipped.I told the associate I spoke with we were on a fixed ******* ***** conferred w/several other folks. After a lot of back and forth I was FINALLY told that no cancellation would be made & was then promised a refund within 7 to 10 business days. I asked what I should do with the perfume once received & was told to keep it ,donate it,give it away or throw it away. When I DID get the perfume, it looked as though it had been gotten into..cellophane was torn off box, box looked as though it had been opened & the bottle itself didn't look full. Not even giftable. I waited for the refund to show up on my statement. It did NOT,but they took the money anyway. I called cust. service on 1/4 & was told I'm NOT getting a refund. I asked for a copy of prior earlier conversation where I WAS promised a refund & was refused.I have to assume I got no copy as it wasn't in agreement with current associate.The discrepancy in this situation screws me for 9****. I deserve a refund & was promised one.Why can't previous written promises be honored?This is a shady business practice not to be trusted
Business Response
Date: 01/09/2024
Hello ******,

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

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

I've checked your account for the order and see that this order was placed with a Seller on Amazon Marketplace. Items ordered via Amazon Marketplace arent directly fulfilled by Amazon, and so the best option in this case is to contact the Seller directly.

In this case, I've contacted the seller. If the seller doesn't respond to you within 48 hours of your message, you may be eligible for a refund through the A-to-z Guarantee. For more information on how to request a refund through A-to-z Guarantee, visit:

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

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

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

Regards,

*********************** A.
Customer Answer
Date: 01/09/2024

Better Business Bureau:

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

Sincerely,

*************************
Initial Complaint
Date:01/05/2024
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 called and cancelled the apple watch order number Order# ***-5729935-6046643 I spoke to a guy in ***** who said he sent a request to cancel the order and I would receive an email regarding the cancellation. He said if I don't get an email to refuse the shipment. I refused the shipment and it said refused /not delivered on Amazon. I still have not received a refund and furthermore when I check my orders there is a new update it says "Problem occurred B0CHX9WTSP B09KDZK759 Unfortunately, a problem occurred during shipping. If you have not received your package by January 5, please come back here for an update. We're sorry for the inconvenience."Even if I wanted to accept the order I couldn't because the driver said there was a password I had to give the driver which was never sent to me. Furthermore, as I recall when I ordered, it said signature required for delivery it did not say a password is needed.I just called Amazon and spoke to ****** in *** and she transferred me to ***** and he put me on hold and never came back.Then I reached out to chat and was told by *******, "As soon as your order is processed at our returns center, we will request a refund to your payment method and send you an email confirmation. If you don't hear from our ************** by 17-January-****, please let us know. So we can process your refund." I don't want to wait till January 17, ****. That is not very fair to me. I called and spoke to ****** in ***** and she hung up on me.Can someone please call me and refund me the money I am owed. Thank you.
Business Response
Date: 01/17/2024
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 that one of the shipments from order #***-5729935-6046643 could not be delivered.

The refund is pending from our specialist team, against this order.

Please contact our Specialist team directly for quicker resolution. Here's a direct link to our Contact Us page:

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

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: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.
1 5 2024:1) i spent several hours, several days, in frustrating delays on the phone, including today, between hung **** long holds and locked outs.this caused me to lose my Christmas promo on the 1. rustoleum paint ***** and 2. Video door bell ***** on top of that, they taunt me and refuse provide proper consideration and fair resolution. Pattern of very poor customer service 2) ********: I ordered 3 separate reflectors packages that included screws in the pictures, but I never received any screws with them. they refuse to neither provide me screws nor discounts.
Business Response
Date: 01/10/2024
Hello ******,

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

I'm sorry for the trouble you had with the order.

I've issued a refund of $20.00. You should see the refund in 5 business days.

We look forward to see you soon.

Regards,
Praveen M
Amazon.com.
*****************************
Customer Answer
Date: 01/11/2024

Better Business Bureau:
i have another separate complaint unrelated to this item, re video door bell and paint, still unresolved.
I have reviewed the response made by the business in reference to complaint ID ******** "only" and find that this resolution is satisfactory to me.

Sincerely,

***************************
Customer Answer
Date: 01/12/2024
this is too too fast. Let's slow down.
Amazon is misleading me and mixing up the complaints and issues.
1) reflectors issues: amazon states they issued $20 to fix them. thus if it's true, then this part is resolved.
2) but, video door bell and paint issues are still being ignored and remain unresolved.
I still have separate other complaints unresolved todate.
I hope I made this clear.

Business Response
Date: 02/06/2024
Hello ******,

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

I'm sorry for the trouble you had with the order.

I would request you to please help me with the video door bell order number so that I can help you with the same.

We look forward to see you soon.

Regards,
Praveen M
Amazon.com.
*****************************
Customer Answer
Date: 02/06/2024

Complaint: 21103935

I am rejecting this response because:

the Christmas items didn't go thru for internet problems. so i dont have an order number because of that.
then, amazon erased my cart.
I put the 3 items i need back in my cart. let me know if i should place the order now for you to fix:
1 door bell 49.99 - and 2 red fluorescent spray paint **** each
Please.
Sincerely,

***************************
Business Response
Date: 02/08/2024
Hello ******,

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

I'm sorry for the trouble you had ordering the doorbell and spray.

I would request you please let me know the issues you are facing while ordering so that I can help you. If its related to past Promotion, unfortunately we are unable to adjust the price.

We look forward to see you soon.

Regards,
Praveen M
Amazon.com.
*****************************
Customer Answer
Date: 02/08/2024

Complaint: 21103935

I am rejecting this response because:
Amazon still refuses to address the real issues I faced. thus, I need to use the promo I missed because of amazon internet problems that prevented me from placing my order timely. My items are still in my cart. I need help so I can place the order asap. Please.
Sincerely,

***************************
Business Response
Date: 02/11/2024
Hello ******,

Unfortunately the orders need to be placed when the promotion is live.

I'm sorry I am unable to price match in this case. We do not have an option to do so in this case.

We look forward to see you soon.

Regards,

Praveen M
Amazon.com
*****************************
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.
Amazon is asking for an ID for a return even though it has been weeks even though they stated they were going to issue a refund on January 5, ****. I have not gotten a refund yet.
Business Response
Date: 02/02/2024
Hello,

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

I'm sorry for the inconvenience you've experienced with regards to order 114-3443447-6725057. I've checked and I can see that there is a refund processed for the order.

A refund was issued to your original payment method on January 6, **** for $865.99. In most cases, once a refund has been submitted, the issuing bank will post it to your account within 3-5 business days. This time frame may vary from one financial institution to another.

You can view details of the completed refund on your Amazon.com account:

**********************************************************************************
We appreciate your time and patience in these regards.

Please feel free to contact us directly by replying to *********************************************** if we can be of further assistance.
Regards,
*********
Initial Complaint
Date:01/05/2024
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.
I made an initial purchase of ************* Reshrined (ORDER # ***-5558420-9887439) on November 13, 2023. The item arrived in damaged condition and I requested a replacement via customer support. I was told that I did not need to return the damaged item and that a replacement would be shipped. I further clarified with the associate that I in fact did not need to return the damaged item and the customer service associate told me not to do so. I then received an email from Amazon that I needed to return the item or else I would be charged. I then proceeded to contacted customer support again to address this and they again told me I did not need to return it despite the email and instructions in the order details on my account. I received an email notification from Amazon on 12/30/2023 that I was in fact charged for the item because I did not return it even though I was told by two associates I was not required to. I contact amazon customer service via chat on two separate occasions and they informed me I would receive a refund for this charge. The order details in my account now say that I am to return the item by Feb 1st **** or else I will again be charged a second time. I received a confirmation email that I would be receiving a refund but I in fact never did. I again initiated a chat and was told I would be refunded in 3-5 business days but did not in fact receive any email confirmation of this despite my request. I also inquired about returning the original item with one of the associates as the entire experience with this order has been a complete disaster and this was never addressed and instructions were never given. Every step of the way Amazon has proved to be unreliable, unaccountable, and misleading with their communication. I have repeatedly been told the same things which have proven to be false. I have lost trust in Amazon and do not believe that the refund will actually be issued to me without escalating things further.
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 about the problem with your order ending in #****. I understand how frustrating it can be.

To resolve this for you, I have issued a refund for the charge that took place on Saturday, December 30, 2023 for $12.65.

The refund will be processed by your bank within 3 to 5 business days.

Please rest assured that all the conversations pertaining to this query will be reviewed.

If your query wasn't handled efficiently or if any incorrect information was provided, we'll see that appropriate actions are taken to ensure our colleagues are coached accordingly.

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: 01/11/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Although it still shows in my Amazon account that the item must be returned by February 1st, ****, I will trust the response from the business that I will not be again charged for the item. If I do in fact get charged again I will again contact the business to address it then.

Sincerely,

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