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

58,677 total complaints in the last 3 years.
22,038 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: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 am an Amazon Prime member, and I purchased a "Prime eligible" product from Amazon. I had to return the product because it was defective. I returned it within the time period, but Amazon has not issued a refund. I called the customer service about it, and they say I need to submit a government issued ID to receive the refund! I don't understand why they need my personal details to issue a refund which is under their policy
Business Response
Date: 01/09/2024

Hello *******,

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

I am so sorry to hear of the issue you have shared with us regarding the refund for the returned item "2 x Crucial P3 4TB PCIe Gen3 3D NAND NVMe M.2 SSD, up to 3500MB/s - CT4000P3SSD8" from Order ID: ********************.

A careful review of your account reflects that the correct information has already been provided.

Because we noticed abnormal activity on your account, we need your ID to verify the account holder before we can consider your request for a refund or replacement . We may also request additional information before granting your request.

The appropriate team has sent an email to you with instructions on how to share this information with Amazon. Once you submit your information, it can take up to 3 business days for us to finish our investigation. After this time, you can contact back and we will share the status of the investigation with you and any next steps that we might need to take.

Thank you for your understanding.
Regards,
Pratap
Customer Answer
Date: 01/10/2024

Complaint: 21106143

I am rejecting this response because:
There is no abnormal activity on my end. If there is abnormal activity on Amazon's end, then please provide me with a proof of such activity. Also, when requesting the refund, I had requested the refund to be made to the original form of payment, so there is no risk of abnormal activity, as the refund will go back to the same credit card which was used to pay for the product.
I do not see any need to be asking for my personal information to issue a refund as such a requirement was not mentioned at the time of the purchase, or at the time of the initiation of the return process.

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.
Amazon states their A to Z guarantee program protects the customer. I placed an order with this guarantee stated. The purchase was shipped missing one of the three items. Upon contacting Amazon I was instructed to communicate with the vendor via Amazons chat room. I did this and the vendor apologized, they promptly refunded the price of the one missing item as they did not have any in stock. The problem is I ordered 3 fuel injectors and had no use for only 2. I returned the items to vendor for refund as the order was incomplete. The Vendor sent me a partial refund! This is against all policy stated by Amazon. The Vendor admitted fault and stated they did owe me a full refund but told me they did not know how to refund the rest. The vendor stated I would have to contact Amazon and file a case to see if they could release the rest of the funds. This is all documented in the Amazon chat! Amazon agent saw this stated this is not a problem and I would definitely receive my fund.now I receive a message that I am not eligible? This is theft by Amazon and RockBottomAutoParts! They both lie and deceive the customer. This is FRAUD! It is all documented and unacceptable.
Business Response
Date: 01/31/2024
Hello,

We have denied the customers request for a refund of USD ***** under order 113-1113123-7273040 as customer raised a chargeback dispute on this order with their card issuer and the dispute is settled in customer's favor by their card issuer. Customer's card issuer has debited ********************** for the disputed amount of USD ***** and credited customer.
Kindly request customer to reach out to their card issuer for more information with regards to this refund.

Sincerely,
******
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.
On 10/15 I ordered a bag of my favorite candy, Licorice Allsorts, Order #***-5962341-7424212 for a total of $19.35. I had planned to save it for the holidays, but couldn't resist and opened it after a couple of weeks and bit into what I expected would be a soft, chewy piece of licorice. The candy was incredibly hard and stale, so much so that it broke a filling. I contacted the seller per Amazon policy and never heard back so I contacted Amazon and was assured it was covered under the A-Z guarantee. Meanwhile, I saw in the reviews that other customers had the same problem - the candy they received was stale and inedible. Incidentally, the expiration date on the bag was 1/24, so it was already over a year old, and I can tell you that even if this candy is fresh if you leave it exposed to air overnight it will get hard, so besides being very close to the expiration date it hadn't been stored properly. The message I eventually got from Amazon was as follows:"We have closed your claim for the order ***-5962341-7424212 because it is not eligible under the A-to-z Guarantee.The A-to-z Guarantee protects buyers when they do not receive an item or an item does not match its description. Although we understand your disappointment, you received the item and the item matched its description." THAT IS BULLS**T!! The candy had to be thrown in the trash, and I had to get a crown on my tooth besides. No, the item DID NOT match the description - nowhere did it say that the candy would be stale and inedible!!!! This is just one of the latest - and most serious - of about a half dozen problems I've had with Amazon over the last few months, and I AM THROUGH! I've cancelled my Prime (which is about as simple as getting fresh bubble gum off the bottom of your shoe), have cancelled about 40 **************** items, and have removed all my forms of payments. I've been with Amazon since they sold only books, but I'M DONE! I want a refund.
Business Response
Date: 01/09/2024
Hello,

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

I've reviewed your email regarding an order placed on our website.

Upon reviewing I could see that the refund has been processed for the order of amount $19.35 and it should reflect into your account within 3-5 business days from now.

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

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

I hope this helps! Have a great week ahead!

Regards,

Vishal
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.
I have ordered from Amazon 2$-3k$ ordered over the past 3 plus years!! Recently I place an order after shopping for HOURS,days,even most recently WEEKS because I'm moving and restocking my home or buying furniture comparing prices and reviews etc only for it to vanish. 3 orders now that you guys break down into 3-6 will show as paid, show me a shipping/delivery date then with 0 notice disappear! I couldn't return a 200$ printer after waiting on and fighting with reps that couldn't find it for months, I lost money on deals and sales as well as 10$ gift cards you gave for my "trouble" 3 times now I a row I have a cart and order that can't be seen on my end I have to call, chat, wait for an email I never get from an escalated team REDO my account password,log in,card #,and address..I spend days thinking things are on the way for nothing. You guys are filing it as "suspicious" activity when I say it's me I prove I know my verification info the reps say "sorry you have to reorder" I've lost over 1k! Because of this and nobody can tell me why it keeps happening I use the same 2-3 cards *** and the same 1-2 addresses and the same email and phone number. You guys are scammers, liars, and unprofessional. Some things are gone forever I couldn't reorder them if I could. Idk what new systems or policies you have in place but I assure you your stocks will plumt..look online!! Everyone is complaining about this not just me. I'm a highly known Influencer and will push Walmart,Costco,and all those Chinese shopps you guys profit off anyway so they save money and time and go straight to the source. Weeekkkss of my life and energy wasted with 0 explaining but oh sorry it's the computer that kicks it out nothing can fix it . I attached jist 1 out of over 7 ORDERS + with this error..
Business Response
Date: 02/13/2024
Hello *******,

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

I am so sorry to hear of the issue you have shared with us that your Order ID: ******************* is suppressed.

We have unsuppressed the above mentioned order. You can request a return for the items from your Amazon account. Our ********************* guides you through the process and gives you options for a return mailing label:

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

Thank you for your patience and understanding.
Regards,
Pratap
Customer Answer
Date: 02/13/2024

Complaint: 21105623

I am rejecting this response because: I lost money and want to be compensated. Not including the ***** throughout weeks I spent on explaining my issue to people and being ignored and transferred.

Sincerely,

*****************************
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.
My account was suspended on June 11, 2023 under section 3, selling products that are misbranded and required pre-approvals. I received a notification stating that I have listed an ASIN that is misbranded and is infringing the intellectual property of a third party.I understand that I have committed a mistake by using the images of *************** in my product detail page, that caused the issue and hence my account was deactivated.I attempted to address the issue and reactivate my account by providing the Invoices for the ASINs: B0BD16ZB9Y, B0BSRQ5JQN and B0BMZW1CPK.I have provided the invoices that I received from the manufacturer of the items.I take full responsibility for my unintentional mistake of using the images of the brand, for which I sincerely apologize. I kindly request you to review my plan of action below and consider reinstating my account. I assure you that I will provide all the necessary information and comply with Amazon's policies moving forward. Additionally, I am willing to offer any form of guarantee, whether in writing or through a legal document, to ensure my continued compliance with Amazon's policies.
Business Response
Date: 01/09/2024
Hello,

We have reviewed the sellers account and we are unable to reinstate their selling privileges.

We are unable to provide information on our investigation methods.
Customer Answer
Date: 01/12/2024

Complaint: 21105480

I am rejecting this response because: The business is not even bothering to let us know the reason of rejection of our appeal. I am again attaching my appeal. I request you to please let me know if there is any additional documentation required at my end I will more than happy to provide any information and documentation required for the reinstatement of my account

Sincerely,

*******************************
Customer Answer
Date: 01/19/2024
I request you to please recheck the appeal I have previously provided and kindly reconsider the decision of suspension, I am committed of doing business as per the polices of Amazon, I am again attaching my plan of action for your review. I hope to see your positive response
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.
Date of transaction: 09/25/2023 Order number: 111-7022397-5208225 Item: Winix **** Air Purifier I purchased this item, which came with missing items such as the filters and remote. I called Amazon to see if they could ship me out the missing items; they stated they could not, but what they can do is reimburse a full refund, which can take ************************************************************************* do what I please with the item. I first asked if a gift card could be fine so I could go ahead and try to purchase the missing item. Amazon stated they couldn't do it that way, so they'll issue a refund through my debit card. I was also ok with that suggestion and proceeded to tell Amazon that it would be fine. I also ended up giving the purifier to my local charity after a week had passed since I had never received my refund. I did call Amazon a couple of times, and every time I was told to wait 72 hours for the refund, and till this day I still haven't received any compensation, so I am out of $107.00 until my friend suggested I contact BBB, FTC, and the State Attorney General. I am looking for either a replacement or a refund. I would appreciate it if someone could help me achieve this and rectify this issue that is occurring through Amazon.Thank you and hope to hear from someone soon.****. S
Business Response
Date: 01/09/2024
Hello,

We have denied the customers request for a refund.

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 recently on 9th January 2023.

Sincerely,

********
Amazon.com
Customer Answer
Date: 01/09/2024

Complaint: 21105298

I am rejecting this response because:
Amazon just sent me a personal email stating the product I purchased was intact and checked by a carrier before delivery which is unheard of. First of all The Item was not intact as you're stating. How would the Carrier know exactly what's in the box? Carriers do not open boxes to check merchandise which is unlawful and federally regulated and also how would they know exactly what's supposed to be inside the box? How would the supposed carrier know what items were missing? I stated to Amazon what was missing and was promised a refund through either gift card or my debit card which I never recieved. What you're stating is a lie with all due respect. Please send proof of my item having all the correct items that were included since Amazon supposedly had a carrier check my item before delivery. Were there any pictures taken? Can I see proof of how the carrier checked my item without my authorization since I paid for it? I'll be waiting on a reply thank you.

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.
On December 27, 2023, I returned 4 items, the last four digits of each order are: 0613,****,3863,0202. they received the products on 12/29/2023 I have yet to get my refund going to my amazon gift card. if you received the products, it should not take 30 days it did not take 30 days to get my money these were gifts that need to be replaced, item **** was a used comforter how disgusting and embarrassing. Also, in October I bought battery operated candles as a gift for Christmas well they are defected they said the return window was closed December 1, well it was a gift give on December 25, so I want to be reimbursed. What is Amazons problem they cannot mess with people's money. and they are rude and can't speak very good English when you call in.
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 unpleasant experience you had with the orders.

I've checked and see that refunds are issued for all the four orders for the items you have returned. I hope the issue is already resolved.

We look forward to see you soon.

Regards,
Praveen M
Amazon.com.
*****************************
Customer Answer
Date: 01/10/2024

Complaint: 21105204

I am rejecting this response because: Amazon did not address all of the complaint the refund on the candles the shoes and i have a new one to add

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

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