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

58,227 total complaints in the last 3 years.
21,815 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:01/03/2024
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.
Order ID: ******************* Apple Airpod ******************** $491.15 I share an account with my wife. I ordered this the first week or two of December, got it delivered Dec 11 to my work office in *********. I returned it a Dec 13 where it got picked up by *** per Amazons only return option because they werent very comfortable. It was marked as received Dec 15 and i was slated to receive a refund by Dec 31. Jan 1 rolls around and I didnt receive anything. I contacted the service chat Jan 2, where I was placed on hold by the service agent in the chat while he investigated. He comes back later, stating that I will receive an email and he abruptly ends the chat before I could inquire. Nothing comes into the email. Today, Jan 3 @ 7:25 AM, I give Amazon customer service a call and they also put me on hold. They come back saying that my account is now under investigation for unusual activity and that I must provide a government issued ID to receive my refund. They refuse to elaborate on what was deemed unusual, and does not address the fact that theyve had the item Im still being charged for, for the past 2.5 weeks. They then provide an email stating that I will lose the ability to inquire about the refund or receive it if I do not provide my ID. They will also NOT be sending the item back and will keep it (and resell). This is HIGHLY predatory and suspicious, as they also stated in the email that I *** continue shopping with my account DESPITE the fact that theyre now randomly labeling me as suspicious and conducting unusual activity and I will not be providing an ID that *** get leaked or sold off.Theyve continued to extend the expected refund date further out, it is now expected to be issued by Jan 8 which is certainly not the case per their email. To mandate a Govt ID for a refund on a card that is already on file and with OTHER refunds having been accepted and processed is ridiculous.
Business Response
Date: 01/04/2024
Hello Dilan,

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 would like to inform you that our specialist team needs to verify your identity before we can consider your request for a refund or replacement.

Because we noticed abnormal activity on your account, we are undertaking an investigation of your account. The first part of this investigation involves need your ID before we can proceed with your request for a refund.

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.

Please be assured we have policies and security measures in place to ensure that your personal information remains secure.

Once you have submitted your information through the secure customer portal, it will take us 3 business days to determine an outcome. At that point, you can contact us to learn the outcome of the investigation.

You can contact our team through your Amazon profile. To do so, go to "Amazon Customer Service":
*****************************************

Thank you for your understanding. Have a great rest of the day!

Regards,

Sahitya
Amazon.com

**********************************;
Initial Complaint
Date:01/03/2024
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 made a purchase Nov. 24, 2023 for a New PHROZEN MEGA 8KS, High Resolution 3D Printer. ORDER# ***-5641994-6898626 It was delivered dec. 4th, 2023 and I had nothing but problems from the beginning... all my prints were coming out elongated! Twice the height than the original models, LEVELING ISSUES, slicer problems..etc. Basically it didn't work up to my standards for the price! So utilized my right to return!Plus all my prints had all these bumps from the holey build plate.. causing way more post processing time, instead of saving me time, which was the whole reason of purchase,... SPEED!!! I contacted AMAZON Dec. 13th, way before my 30 day deadline for a return, and was issued a prepaid label and instructions. I followed the instructions to the **** and shipped the same day Dec.13th,2023, and it was delivered to AMAZON RETURNS Dec 18th, 2023. ( I've attached PROOF OF DROP-OFF and PROOF OF DELIVERY) The app said item delivered, and informed me that it was being processed and id receive by refund Jan 3rd, ****... well it came and went and i contacted AMAZON customer support. I was informed by ******* that they've yet to receive the return and to give *** time to deliver. That if I havent heard from them Jan 13th , that they step in and see what they can do??? I want my money back, I'm stuck paying interest on a product I don't even have! Amazon has my money and the product!!!
Business Response
Date: 01/04/2024
Hello *********,

I'm Himaja 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 am sorry to hear about the issue you faced with the 'phrozen Sonic Mega 8K S LCD/MSLA Resin 3D Printer' purchased on our website.

Upon reviewing, I see that a return has been created on this item on December 13, 2023. Usually, returns are processed within 15 days. However, sometimes they may take up to 30 days. In this case, I see that the estimated refund date of your return is Friday, January 19, ****. Kindly contact our customer support team in case you haven't received your refund by then.

You can contact us through your Amazon profile. To do so, go to "Amazon Customer Service":
*****************************************

Once the item is returned to our returns center, your refund would be processed and a refund confirmation email would be sent you to registered email address.

Thank you for your understanding. We hope to see you again soon.

Regards,

Himaja
Amazon.com
*****************************
Customer Answer
Date: 01/05/2024

Complaint: 21095311

I am rejecting this response because:
The date for refund has changed again. . first supposed to receive the refund Jan 3,2024, then the 6th of Jan, then the 13th of Jan.. now your saying the 19th... this is ridiculous..I returned my order promptly and as dictate by Amazon's instructions!

is like my money returned, and so pushing my refund back.. if not received by the 6th as previously stated I will be issuing a charge back with my credit card company for fraud!

Sincerely,

*******************************
Initial Complaint
Date:01/03/2024
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.
On 11/04/23 I purchased Envirosleep Dream Surrender firm pillows off Amazon. Once I opened the package and inspected them I noticed they were not firm as stated on the amazon product page. On 11/15/23 I initiated a return via *** pick up as offered by Amazon. On 11/16/23 I saw the package get picked up and I emailed *** to confirm it was picked by them up because I didnt see the tracking update. *** emailed back saying they had in fact picked up the package and not to worry that it would take weeks for package to be processed and returned to amazon because the truck needed to fill up first. After waiting weeks and seeing no change I contacted *** again. They told me they only had the pick up scan and no other scans and to contact amazon to start a investigation. I contacted amazon gave them all the details including screen shots of the details from *** showing it had been scanned as picked up but Amazon is saying there is nothing they can do and that I need to contact ***. *** tells me I need to contact Amazon. I've just been going in circles. I have the proof that *** did pick up the return so I shouldn't be held responsible and loose my refund. Please help me get my refund. I can send screen shots of all the evidence. Amazon Order #***-9035089-8525050
Customer Answer
Date: 01/04/2024
Hello, this is another email *** sent asking to have amazon contact them because I cant start a claim myself for the missing package. But they did pick it up on 11/16 and can provide that information to amazon. I shouldn't be getting charged for something I returned within the return period ans was lost by ***. I have sent amazon many emails with proof but they keep denying me a refund and refuse to contact ***.

Business Response
Date: 01/14/2024
Hello ******,

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

I'm sorry to hear about the trouble you've had with your return from Order ID: *******************.

I see that the item was returned via a pre-paid *** pick up (1ZR7Y1527821004787). Upon checking with our specialized department, I was informed that there are no carrier scans from the return carrier, and we haven't received the item at our ******************* Hence, we are unable to refund this item for you.

As it's been over 30 days since the return has been created, and there are still no carrier scans, we advise reaching out to the return carrier for further assistance with this.

Thank you for your understanding.
Regards,
Priyanka
Amazon.com
Customer Answer
Date: 01/15/2024
Amazon keeps telling me they can't do anything because its over 30 days but there chat system states it can take up to 60 days. *** tells me they can't do anything because they have a contract with amazon and amazon needs to contact them. Amazon refuses to contact them nor refund for my return even though i've provided emails from *** confirming the pick up and telling me to have amazon contact them.
Customer Answer
Date: 01/24/2024
Amazon is refusing to contact *** to verify the package was picked up. I have tried asking for a supervisor or manager but they just get a automatic response via email saying its been over 30 days. The return was made shortly after purchase. The chat told me to wait as it sometimes takes up to 60 days I have submitted screenshots with that information but amazon still refuses to contact *** and issue me a refund and *** refuses to contact Amazon saying Amazon has to contact them. *** wont let me open a case because they say they have a contract with Amazon and Amazon needs to do it.
Business Response
Date: 01/28/2024
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'm sorry to know you haven't received refund for the item returned.

On reviewing the order#***-9035089-8525050, I see that you were refunded for the "Envirosleep Dream ******************* ************* Support, 2 Pack" on January 25, **** in the amount of $52.64 to gift card balance which is the original payment method on order.

The current gift card balance on your account is $86.84. You can view your balance and usage history in Your Account here:

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

Your gift card balance will be automatically applied to your next eligible order. If you don't wish to use your gift card balance, you'll see an option to choose whether you'd like to "Use your Gift Card or Promotional Balance" on the "Select a payment method" page. Any unused gift card balance will remain in your account until it's applied to an order. This option is not available for 1-click orders.

To learn more about using your gift card, visit our Help pages:

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

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

Regards,
*******
Amazon.com
***********************************
Customer Answer
Date: 01/28/2024

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:01/03/2024
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.
Theyre requesting me to fill out a form and asking for my identification card for a refund on a product that was previously refunded but its now saying that it wasnt received despite when you look on the app it shows returned received and refunded. This is not the first time this has happened. Theyre saying that theres an unusual amount of refunds on my account. Which is correct because of the products not meeting my needs. Most refunds are granted no issues but some of them meet the situation Im describing.
Business Response
Date: 01/04/2024
Hello,

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

I understand your concern regarding the refund for the order.

I've verified that you were requested to provide the details of the ** proof by our Specialist team. The ** is required to validate your account and verify the ownership. Without it, we are unable to proceed further for your reported order.

I request you to please follow the below link to provide the **:

*******************************************************************;

Rest assured that all details provided are secure. You can review our Privacy Notice by clicking on the below:

******************************************************************************************;

After the ** is provided it would take 3 business days for an update. I request you to please contact us through chat or call post this timeline after uploading the ** for further help.

I apologize for the inconvenience this has caused. Thank you for your understanding.

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

We look forward to seeing you again soon.

Regards,

********
Amazon.com
***********************************
Customer Answer
Date: 01/04/2024

Complaint: 21095293

I am rejecting this response because: I feel that I should not have to provide my identification for a refund since it was already granted when the product was returned and it has already been received, and now they want my id after they charge back the return for the item does not make sense. How does my id relevant to this? There are multiple returns I have made without this occurring. Why is this a case where I need to do this and others are not? Also I have other returns that have expired that they asked me to do this for. I feel this is infringing on my rights.

Sincerely,

**************************
Initial Complaint
Date:01/03/2024
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Amount Paid: $430.99 USD Order Number: 114-1659954-9133856 (****** Drum Kit)I ordered the drum kit on 12/8/2023 via Amazon app and chose to pay via Amazon Paycode. I remit the cash payment at the local ************* Amazon location, which was one of the participating locations listed on Amazon's app, on 12/9/2023. The payment confirmation email saying the payment was received is attached. The tracking number and status showing the payment sent to Amazon successfully is attached. Because the seller didn't even ship the order on the estimated arrival date, which was 12/14/2023, I cancelled the order. I contacted the customer service rep and asked about the refund method on 12/14. After several transfers, an agent told me that I would receive a refund code to claim the refund within 48 hours. After not receiving any emails from Amazon for more than 4 days, I reached out again to the customer service. After many transfers, I was told it would processed within 3-5 business days. Again, no emails regarding refund were received. I reached out again on 12/28, and a lead told me someone would email me within 24 hours. Still nothing. I had checked my spam folders. I reached out to the customer service today 1/3/2024. After spending one hour on the chat and transferred 11 times, I got connected to a specialist on the phone and spent another 2. 5 hrs only to get hang up by the last agent. After chatting and talking to almost 40 agents combined, it has been very frustrating. There were agents telling me Amazon didn't take any ************* payments but only cards or asking me to reach out to ************* or the seller. Or even worse saying they didn't take the payment as the order was not shipped. I had to copy and paste or read from Amazon's website to tell them Amazon's policy for Paycode retrun was to refunded to gift card balance for U.S. customers (attached). However, as of now, my gift card balance is still "0".
Business Response
Date: 01/23/2024
Hello,

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

I understand your concern regarding the refund for the canceled order paid using AmazonPayCode. I'm sorry for the inconvenience caused.

Generally the refunds are instantly processed when any order is canceled and is credited to Amazon's account as ********************** gift card balance (for US customers) however I'm sorry about the delay in processing the refund on your reported order.

I've shared your feedback with our team to get this checked and avoid it in future. I see the gift card balance was successfully credit on your account and is ready to be used for any purchase with us.The Current available balance on your account is : $430.99

You will be able to use it at checkout when placing any order. I'm sorry again for this delay. Thank you for your understanding and patience.

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

We look forward to seeing you again soon.

Regards,

********
Amazon.com
***********************************
Customer Answer
Date: 01/23/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and decide to close this complaint.

Sincerely,

***************/********
Initial Complaint
Date:01/03/2024
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.
On Feb 19, 2023, I purchased item: THERUN 2 in 1 Under Desk Treadmill, 2.5HP Electric Folding Treadmill Walking Running pad for *********** with LED Touch Screen | 0.6-7.6MPH | Wider Running Belt | Remote Control for $380.65 from Amazon. Order# ***-4924222-5433025. On Dec 23, 2023, the treadmill began to smoke and caught fire inside my home. I immediately put out the fire and removed the treadmill from my home. I reviewed the Amazon website and learn through the customer reviews of this item that this treadmill has caught on fire or began to smoke for many customers. I then contacted Amazon to advise of the danger of this treadmill and seek a refund. Amazon has refused to provide a refund citing that I purchased the treadmill too long ago. If Amazon had taken the appropriate steps to warn customers about the potential of this treadmill smoking or catching on fire, I would never purchased this treadmill. Amazon continues to sell this treadmill and has placed no warnings or advisories on its website regarding the potential dangers in purchasing this treadmill. I seek a full refund of $380.65 from Amazon and additional steps to ensure unsuspecting customers dont have their homes burned down due to this hazardous item.
Business Response
Date: 01/05/2024
Hello Reb,

I'm Himaja 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 am sorry to hear about the issue you faced with the 'THERUN 2 in 1 Under Desk Treadmill' purchased on our website.

I understand that you wish to return the item for a full refund.

Upon reviewing, I see that the return window of this order has expired on May 25, 2023. Because more than 90 days have passed since you received this item, we can no longer accept a return.

Our returns procedures state that within 30 days of delivery of your order, you may return most merchandise in new condition, with the original packaging and accessories, or any defective merchandise, for a full refund.

I'd recommend consulting your owner's manual and/or contacting the manufacturer to see if the problem in question is covered by the manufacturer's warranty.

Most manufacturers list contact information on the product packaging.

If you can't find the information there, you might want to try doing a web search to find their phone number or website.

Thank you for your understanding. We hope to see you again soon.

Regards,

Himaja
Amazon.com
*****************************
Customer Answer
Date: 01/05/2024

Complaint: 21095171

I am rejecting this response because:
I am not seeking to return this item, so I am not concerned with Amazons return policy or return window. The treadmill caught fire inside my home after just 9 months of use and has been removed from my home and properly disposed of. When I initially called Amazon on December 23, 2023 to report that the treadmill had caught fire inside my home, the Amazon representative (*********) apologized that the treadmill caught fire and stated that I would be provided with a refund because the item was hazardous. She then told me that I could dispose of the item. I was happy to hear that Amazon was taking the appropriate steps to resolve this situation. ********* also sent me an email advising that the case had been escalated and I would be contacted.After no contact for 2 weeks, I called to obtain the status of my refund. It was at that point that (*********), identified as a **************** Associate from ******************** advised that I would not be receiving a refund and that I could not speak with a supervisor because I would be provided with the same response from his Supervisor. So, I am taking this first step in hopes to resolve this directly with Amazon. Amazon is negligent in continuing to market and sell an item that has been reported by several of its customers to be a fire hazard. When I studied the customer reviews on this treadmill, I learned that the treadmill generally and severely smokes or catches fire after 6 to 9 months of use, which is outside the return window.All reported calls for assistance to the manufacturer results in no action by the manufacturer and all reported calls to Amazon results in Amazon simply apologizing and reiterating its return window or policy. Exceptions to such policies must be made when there is a clear and present danger or hazard to its customers. If Amazon continues to sell this item, it wont be long until a home catches fire and causes major damage or worse, a loss of life. I demand an exception to Amazons return policy with a full refund from Amazon because this item should have never been available for me to purchase on Amazon and if Amazon had properly warned unsuspecting customers that this treadmill has a potential fire condition. Simply answering the BBB complaint with its return policy is a basic-level employee response. I was already provided with Amazons return policy by the representative when I called to report the fire. I filed this complaint because I was unable to resolve this issue with the Amazon call center and a HQ response should be more substantive. So, I expect a higher level review and response than simply regurgitating its return policy. Amazon continuing to sell an item on its website that was reported by its customers to catch fire is a gross dereliction of any semblance of due professional responsibility and care. Amazon has also not contacted the manufacturer to report this fire hazard and obtain its plan to ensure a safe product. The resolution I demand is a full refund for Amazon selling me a known defective treadmill and that Amazon discontinue the sale of this treadmill until they contact the manufacturer to report this condition, and learn of its plan to resolve this fire hazard. No other customers and their families should be placed in this continued danger and potential of this treadmill and their home catching fire. If my complaint is not properly resolved here by Amazon, I will report this to the ******** Attorney General, my local NEWS as A known fire hazard treadmill being sold to Amazon customers and file a case in my local small claims court to seek a refund for the treadmill and additional repair cost for damage to my home as a result of the fire. I demand that Amazon do the right thing.
Sincerely,

*******************
Initial Complaint
Date:01/03/2024
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.
Dear Better Business Bureau,I am writing to seek your urgent assistance in a matter concerning the abrupt closure of my Amazon account without proper communication and investigation, resulting in the removal of access to my ten-plus-year-old account. I trust that your organization can help me reopen my Amazon account and retrieve the funds in question.Account Information: Registered Email: ************************ Name on Account: *************** Chronology of Events:1/2/2024 12:40pm: I placed an order using a $10 gift card and paid the remaining amount with my credit card. This $10 gift card came from Amazon's Shopper Panel program (attachment 1).1/2/2024 12:40pm: Almost at the same time, I received an email informing me that my Amazon account is temporarily on hold (attachment 2). 1/2/2024 7pm: I followed the instructions in the email to submit the request document (which is to prove ownership of gift card by uploading attachment 1).1/2/2024 11:14pm: I received a response informing that I have removed access to this Amazon.com account and canceled all open orders. Currently when I try to log into my account, I see a message saying my account is closed due to insufficient information to verify your payment ownership (attachment 3). However, this is absolutely incorrect. Attachment 1 clearly has all the required information to prove that I was the recipient.I have been a long-time Amazon customer, and have subscribed to their ********************** membership as well which is still active. It is ridiculous that my account is closed because of a $10 gift card and the fact that this gift card came from Amazon directly makes it even more ironic.Impact:- Inappropriate account closure.- My money was inappropriately withheld by Amazon.Demand:- Restore access to my Amazon account promptly.- Release of funds.
Business Response
Date: 02/12/2024
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 02/12/2024.
Sincerely,
Amazon.com
Initial Complaint
Date:01/03/2024
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 have a complaint with Amazon. I have 6 separate returns that I have been re-charged for, after the initial refund was granted (once items were dropped off at *** or Whole Foods) despite the items being returned and returned on time. I have tried on multiple occasions to manage the issue through Amazon but they won't say much other than demand photocopies of personal information in exchange for the money refunded. When I've called on multiple occasions usually I'll get re-routed then told "they can't find the items" that were returned, but I did get one associate to admit she "saw them" in the system but then I got hung up on quickly after. I am including photo captures of both the "your item is in transit" (confirmation the item was dropped off) and the "you have been recharged" email.
Business Response
Date: 01/23/2024
Hello Alycen,

I'm Himaja 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 am sorry to hear about the issue you faced with the return of your 'Pinkfong Daddy Shark Official Sweatshirt' and 'STRETCH IS COMFORT Girl's Cotton Leggings'.

I understand that you returned the above item, got the refund and were again charged as the items were lost in transit.

Upon reviewing, I see that full refunds worth $31.93 and $14.99 have been issued on January 19, 2024 to your original payment card. Please allow your bank 5 to 7 business days to process the same and update your account.

On the date the refund is completed, we'll send you an e-mail confirming the date, amount and payment details. After receiving this confirmation e-mail, you can view the refund details on the Order Summary in Your Account (*******************************************). Completed refunds will appear at the bottom of an individual order summary page.

Please rest assured that your issue is now resolved

Thank you for your understanding. We hope to see you again soon.

Regards,

Himaja
Amazon.com
*****************************
Customer Answer
Date: 01/23/2024

Complaint: 21095115

I am rejecting this response because:
Hi there-

Thank you for the refund of the Stretch is comfort leggings and Daddy Shark sweatshirt.

However, I have 4 other items that were listed on my BBB complaint that I have not received a refund on yet.

-Youtalia Womens 3/4 Cuffed Sleeve Chiffon ************** Casual Blouse $28.78

-**** Womens Button Down Shirts ************ Long Sleeve Casual Blouse $31.38

-Toddler Crafty Little Witch Costume size 4/6 $31.87

-Paw Patrol Girl Pups Rule Long Sleeve Shirt $30.30

Thank you

I will add photos of each item for clarity.

Sincerely,

*************************
Business Response
Date: 01/25/2024
Hello *****,

I'm Himaja from Amazon.com. Thank you for writing back to us.

I am sorry to hear that you faced same issue with some other orders too.

I'd love to assist on this, however, I wasn't able to find the order you asked about on your message. In order to review the order details and to take any further action, we'd request you to please help us with the order number related to your purchase along with the item names.

If you still need help, please contact us again by visiting our Help pages (**********************************), select the "Need More Help?" link and click on "Contact Us." Be sure to contact us from the email address on the account used to place the order.

Thank you for your understanding. We hope to see you again soon.

Regards,

Himaja
Amazon.com
*****************************
Customer Answer
Date: 01/25/2024
Hi there,

Here are the order numbers, item names and amounts for the 4 other items to refund:

Order #: 113-9804081-9971420 (2 items)

-Youtalia Womens 3/4 Cuffed Sleeve Chiffon ************** Casual Blouse $28.78

-**** Womens Button Down Shirts ************ Long Sleeve Casual Blouse $31.38

Order #: 113-9472808-2013841

-Paw Patrol Girl Pups Rule Long Sleeve Shirt $30.30

Order #: 113-2896343-5441020

-Toddler Crafty Little Witch Costume size 4/6 $31.87

Thank you
Alycen
Customer Answer
Date: 01/30/2024

Complaint: 21095115

I am rejecting this response because:
Only 2 of the 6 items listed in the complaint were refunded.
Here are the order numbers, item names and amounts for the 4 other items to refund:

Order #: 113-9804081-9971420 (2 items)

-Youtalia Womens 3/4 Cuffed Sleeve Chiffon ************** Casual Blouse $28.78

-**** Womens Button Down Shirts ************ Long Sleeve Casual Blouse $31.38

Order #: 113-9472808-2013841

-Paw Patrol Girl Pups Rule Long Sleeve Shirt $30.30

Order #: 113-2896343-5441020

-Toddler Crafty Little Witch Costume size 4/6 $31.87

Sincerely,

*************************
Business Response
Date: 02/21/2024
Hello Alycen,

I'm Himaja 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 that you wish to get refund on Orders #***-9472808-2013841 and #***-2896343-5441020..

Upon reviewing, I see that our specialist team has sent you an email on February 20, 2024 at 9:06 AM (PST) requesting you to send an incident report.

For further assistance, kindly respond to the email sent to you on the above mentioned date with all the details requested.

Thank you for your understanding. We hope to see you again soon.
Regards,

Himaja
Amazon.com
*****************************
Customer Answer
Date: 02/22/2024

Complaint: 21095115

I am rejecting this response because:
I sent back the requested "Incident Report" details 1 day after it was requested and got a response saying they cannot refund me because I didn't respond within ************************************* 1 DAY. I've attached a photo capture of the email and dates/time for proof of when they sent it to me. Ugh.

Sincerely,

*************************
Business Response
Date: 03/19/2024
Hello Alycen,

I'm Himaja 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.

Thank you for writing back to us and confirming the refund method.

To help you with this, I've successfully added a gift card balance worth $123 to your account towards the refund on all 4 items ($28.78+$31.38+$30.30+$31.87). Gift card balance gets updated in an hour and the funds will be available to use after an hour. Please feel free to redeem the balance on your future orders.

The balance would appear in the "View gift card balance" section of the "Your Account" link.

I hope this information helps. Please rest assured that your issue is now resolved.

Thank you for your understanding. We hope to see you again soon.

Regards,

Himaja
Amazon.com
*****************************
Customer Answer
Date: 03/19/2024

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:01/03/2024
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.
they like to lie and say stuff was delivered, and even acknowledge that they said I would get a refund for the stuff that wasn't delivered, but they didn't refund it I spent hours of time looking up the order numbers I want 100 extra for my time for a total of 259
Customer Answer
Date: 01/07/2024

For ******* aka **** for order numbers 113-0694151-0461003 12/23/2023
And order number 114-1874440-0100247 12/17/2023

For Teesha
Order number 114-1763130-9260256 12/20

For Teesa dad
Order number 113-2450309-3397068 12/17/2023

For ******
Order number 114-6586747-2576260 12/21/2023
Order number 114-7618061-5720229 12/19/2023

For **** order number 114-5486593-4364251 12/19/2023

For Baby Fox
Order number 114-9571496-6759443 12/17/2023
Order number 113-0473653-6385041 12/17/2023

For Kell
Order number 113-2222433-8753066 12/17/2023

For Carter
Order number 114-3428218-5314650 12/17/2023
Order number 114-8486231-2409038 12/17/2023

All of them were $25 amazon gift cards except the one for ****.
***** was a $29 Roku

One of the ones for ******* arrived, but not the other one. I included the days that amazon said they arrived.
Amazon drivers are famous for purposely lying and saying stuff was delivered, or signed for, or directly handed to a residence when it was not.
I have now had to call amazon a total of 5 different days and each day they wasted about 2 of my hours.
They lied several of the days and said they were going to refund it but they did not refund it.
You should see how many thousands and thousands of dollars I have spent on amazon then you should see how few times I asked for a refund

The total is 50 dollars more than I originally thought would you adjust the amount asked for

Business Response
Date: 01/10/2024
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 am sorry for the inconvenience caused to you with your Amazon orders. I'd love to help, however, I wasn't able to find the orders.

I would request you to please write back with the order ids. You can look up your orders online through Your Account ***********************/your-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,
*********
Customer Answer
Date: 01/16/2024

Complaint: 21094971

I am rejecting this response because:

For ******* aka **** for order numbers 113-0694151-0461003 12/23/2023
And order number 114-1874440-0100247 12/17/2023

For Teesha
Order number 114-1763130-9260256 12/20

For Teesa dad
Order number 113-2450309-3397068 12/17/2023

For ******
Order number 114-6586747-2576260 12/21/2023
Order number 114-7618061-5720229 12/19/2023

For **** order number 114-5486593-4364251 12/19/2023

For Baby Fox
Order number 114-9571496-6759443 12/17/2023
Order number 113-0473653-6385041 12/17/2023

For Kell
Order number 113-2222433-8753066 12/17/2023

For Carter
Order number 114-3428218-5314650 12/17/2023
Order number 114-8486231-2409038 12/17/2023

All of them were $25 amazon gift cards except the one for ****.
***** was a $29 Roku

One of the ones for ******* arrived, but not the other one. I included the days that amazon said they arrived.
Amazon drivers are famous for purposely lying and saying stuff was delivered, or signed for, or directly handed to a residence when it was not.
I have now had to call amazon a total of 5 different days and each day they wasted about 2 of my hours.
They lied several of the days and said they were going to refund it but they did not refund it.
You should see how many thousands and thousands of dollars I have spent on amazon then you should see how few times I asked for a refund

The total is 50 dollars more than I originally thought would you adjust the amount asked for


Business Response
Date: 01/16/2024
Hello,

I'm Prashanth from Amazon.com.

Thank you for writing back to ** with the order details.

Upon review, we see the refund has been already issued for following orders on original payment mode:

1 Order number 114-6586747-2576260.
2 Order number 114-7618061-5720229.
3 Order number 114-5486593-4364251.
4 Order number 114-8486231-2409038.

For the remaining orders I've issued refund on original payment mode for $25 for each order. 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.

We are unable to issue any further compensation on it.

We appreciate your time and patience in these regards.

Regards,

*********
Customer Answer
Date: 01/16/2024

Complaint: 21094971

I am rejecting this response because:

Sincerely,

********************* because they have not fixed it I have been working on this for 23 days ************ longer than that and they still have not fixed it. So basically they did nothing so far to fix it I got a few refunds I want to wait and see if they fix it or not until I get the money back and like $300 for all these hours and hours and hours of my time that they have wasted then I will not accept it also if you look at my account you will see how much money I spend there it's an unreal amount if they do not fix it then I'm going to stop buying stuff from them there's only been a few things I have requested reference from and I spent a good $10,000 on stuff from them
Initial Complaint
Date:01/03/2024
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.
Hello ************************************************* spent the last 3mo trying to fix an error with no response or help from Amazon. Heres the short version of what happened:? I made a mistake by shipping the wrong version of my product to customers.? To prevent a repeat, I put new in place Standard Operating Procedures (SOPs) which I described to Amazon ? Ive taken ownership of the error and provided a path to resolution- still, Amazon doesnt reply Despite all this, Amazon has yet to provide clear direction in my case. Im asking you for the following:? A thorough review of my situation ? Listing Reinstatement It boggles the mind that Amazon has as much control as it does over a sellers business and absolutely does not respond when they take action that impacts *************. As someone who values my relationship with Amazon, Id really appreciate the opportunity for a deeper review and response.Sincerely,Hoanglong ** Boosted Brand MERCHANT TOKEN: A1B9I9M6OPMX0F
Business Response
Date: 01/15/2024
Hello from Amazon,
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 01/15/2024
Thanks,
Amazon.com Seller Performance

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