Business Profile

Ecommerce

Amazon.com

Headquarters

Complaints

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

Customer Complaints Summary

57,572 total complaints in the last 3 years.
21,717 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:Order 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 writing to formally file a complaint against Amazon with regard to the unjust refusal of my trademark registration for Goodsful Valley (Trademark Serial No. ********* in the ********************** Brand Registry.My Amazon seller account ************************ is directly associated with ******************************** and I am the primary owner of this entity.My Amazon seller account, associated with ******************************** was denied registration based on an initial reason provided by Amazon, citing an inability to verify the registered business name and identifier. In response to this, I diligently submitted a comprehensive set of documents, including a selfie with my ID, Certificate of Incorporation for ******************************** tax documents, trademark receipt, and other relevant materials. These documents unequivocally establish the authenticity of my claim and the direct association between myself, ******************************** and the Goodsful Valley trademark.However, the crux of my complaint lies in the inexplicable shift in Amazon's justification for refusal. Initially citing verification issues, Amazon subsequently alleged abusive conduct as the reason for denial. I find this shift deeply troubling, especially considering that abusive conduct is not outlined anywhere in Amazons policy, and I cannot fathom any grounds for such an accusation. Moreover, my limited sales on the platform cannot be construed as violating any policies, as I have not engaged in abusive conduct.The attached document highlights the initial reason for the denial and the subsequent contradictory allegation of abusive conduct. This inconsistency has left me perplexed and concerned about the fairness of Amazons evaluation process.The registration of the Goodsful Valley trademark is vital for the protection of our brand on the Amazon platform, and the current situation places an unwarranted burden on my business.
Business Response
Date: 01/04/2024
Greetings from Amazon Services,

Please advise the seller that their appeal request for Brand Goodsful Valley on Brand Registry Enrollment Application has been declined.

As a part of the appeal process, a detailed investigation was conducted based on the (i) information available in our internal systems, and (ii) information and documents provided by seller. After carefully reviewing the information and documents, we have concluded that the brand/user/seller has engaged in abusive conduct as per our policy.

Our decision is final at this point in time. Any new appeal request may be declined by the Brand Registry Team.

However, if at any point in the future our system identifies that your account is no longer abusive, then we will establish communication with seller to resume the enrollment application process/add the user to the brand.

Please note that Amazon cant explicitly tell seller why their Brand was removed because it weakens our ability to detect possible violations in the future.

Thank you for your time.
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.
I need to be contacted by someone on the executive team from Amazon. I am missing a LOT of money from items I have returned to Amazon. I have spoke to several reps and Managers. The most recent manager said that she will refund my money and give me a follow-up call. I spent 3hours with her over the phone going over several returned items and provided proof of my return and the issue I experienced. She ended up finding my returned items and said she will issue my refund. She said the department did not process my return bcus of holiday but I returned these items before the holiday. I never received my refund AND now on my account ALL the items I returned status went from we will issue refund once items are received to NOW everything I returned my Amazon account is appearing like I never even started a return fir Amazon. So instead of me being helped and refunded for items I returned Amazon kept my money and changed my account status for those items. This is not the first time I had a problem with Amazon. I am missing a LOT of money. I am to the point of contacting an attorney. I gave e recorded phone calls with reps, I have screenshots where I have chatted with reps and o am constantly being switched or transferred to other reps on the chat without notice and having to repeat myself several times with no resolution. I have spent several hours on chat and on phones with reps with no resolutions. I ask for an email to confirm return, conversations and I do not get an email the reps says anything to get customers off the phone only to have e to call back again. Please have a manager from the executive team call me. Thanks *********************** ************
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'm sorry to know you haven't received refund for the items returned and would like to be contacted by someone from the executive team at Amazon.

Unfortunately, we do not have option to call you or arrange for call back. However, please visit the following link, enter your phone number through the Phone tab, and we'll call you:

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

We're available 24 hours a day, seven days a week.

Once you hear from us you can request for a supervisor so you'll be connected to one.

Or, if you prefer this sorted via email, I request that you please write to us with the details of the order you've returned so we can review and assist you.

We appreciate your understanding and look forward to hearing from you.

Regards,
*******
Amazon.com
*****************************
Customer Answer
Date: 01/08/2024

Complaint: 21088943

I am rejecting this response because: this is not acceptable. I have had someone from Amazon contact me before when you took my money.
also one of the managers says she would call me on Tuesday and verified my phone number and never did call. I have ALL conversations recorded. So why all of a sudden Im being told that no one can call me from Amazon. I am going to contact the Attorney General and internet crimes and whomever else to further my complaint until I get all monies back and is contacted. I want them to listen to recordings as well

Sincerely,

***********************
Customer Answer
Date: 01/11/2024
I attached orders I was not refunded for
Customer Answer
Date: 01/14/2024
Amazon Order
ORDER # 112-3289805-0711435

//////////////////////////////////////////////////////////////////////////////////////////////////////////////

ORDER # 114-2096960-8994613

//////////////////////////////////////////////////////////////////////////////////////////////////////////////

ORDER # 111-4362857-5986649

//////////////////////////////////////////////////////////////////////////////////////////////////////////////

ORDER # 111-2819277-5451433

//////////////////////////////////////////////////////////////////////////////////////////////////////////////
ORDER # 112-2106472-1641066

ORDER # 112-8921599-9821040

//////////////////////////////////////////////////////////////////////////////////////////////////////////////

All these items were returned and I NEVER received my refund and I spoke to several individuals about these returns and never revived my refund. One return package was like 5 or 10 lbs and the other package returned was 50lbs. I spoke to manager about this. The last person I spoke to after speaking with them said I was gonna get my refund and never did AND now all of a sudden my account is showing that I never started a return process on these items to which I did. Amazon changed my status and trying to keep from refunding my money I returned over $800 worth of stuff.

ORDER # 114-8540522-5392266

ORDER # 114-0174847-0585063

ORDER # 114-9058589-1129866

ORDER # 113-2239051-2636232

ORDER # 112-2329425-9338601

ORDER # 113-6790894-2656241

ORDER # 114-0781541-0301016

//////////////////////////////////////////////////////////////////////////////////////////////////////////////
ORDER # 113-0575812-0373848

//////////////////////////////////////////////////////////////////////////////////////////////////////////////

ORDER # 112-3110872-9007441

ORDER # 113-5895905-7864219

ORDER # 113-8706016-2648217

ORDER # 113-2031904-9676227

ORDER # 113-2031904-9676227

ORDER # 113-2811974-7497804

//////////////////////////////////////////////////////////////////////////////////////////////////////////////
Return receipts from **** 1ZA663W92611694972
Return receipts from **** 1Z6E55402666660914

Business Response
Date: 01/18/2024
Hello,

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

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

On checking, I see that orders have been refunded. If you're missing refund for any item, I'd suggest that you please reach out to customer service with the details of missing refund so the support can refund you for the missing items.

We appreciate your understanding and hope to seeing you soon.
Regards,
*******
Amazon.com
*****************************
Customer Answer
Date: 01/19/2024

Complaint: 21088943

I am rejecting this response because: I have not been refunded for all items I have a recorded audio from two managers who confirmed as well you keep referring me to contact customer service even I have mentioned the issues I had been experiencing. Thee is nothing confirming. Items went to credit card for all items listed. I will be getting an attorney.

Thanks
**************
************

Sincerely,

***********************
Business Response
Date: 01/24/2024
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.
Thank you for writing back and letting us know that you haven't been refunded for all the orders. The document you've shared isn't accessible, hence I request that you get back with the order details as well as items from orders which haven't been.
We appreciate your understanding and looking forward to hearing from you.

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

Customer Answer
Date: 01/24/2024

Complaint: 21088943

I am rejecting this response because:

I have sent sever several attachments to this email. Why iI will resend but it was acknowledged previously
Sincerely,

***********************
Customer Answer
Date: 01/24/2024
Amazon Order
ORDER # 112-3289805-0711435

//////////////////////////////////////////////////////////////////////////////////////////////////////////////

ORDER # 114-2096960-8994613

//////////////////////////////////////////////////////////////////////////////////////////////////////////////

ORDER # 111-4362857-5986649

//////////////////////////////////////////////////////////////////////////////////////////////////////////////

ORDER # 111-2819277-5451433

//////////////////////////////////////////////////////////////////////////////////////////////////////////////
ORDER # 112-2106472-1641066

ORDER # 112-8921599-9821040

//////////////////////////////////////////////////////////////////////////////////////////////////////////////

All these items were returned and I NEVER received my refund and I spoke to several individuals about these returns and never revived my refund. One return package was like 5 or 10 lbs and the other package returned was 50lbs. I spoke to manager about this. The last person I spoke to after speaking with them said I was gonna get my refund and never did AND now all of a sudden my account is showing that I never started a return process on these items to which I did. Amazon changed my status and trying to keep from refunding my money I returned over $800 worth of stuff.

ORDER # 114-8540522-5392266

ORDER # 114-0174847-0585063

ORDER # 114-9058589-1129866

ORDER # 113-2239051-2636232

ORDER # 112-2329425-9338601

ORDER # 113-6790894-2656241

ORDER # 114-0781541-0301016

//////////////////////////////////////////////////////////////////////////////////////////////////////////////
ORDER # 113-0575812-0373848

//////////////////////////////////////////////////////////////////////////////////////////////////////////////

ORDER # 112-3110872-9007441

ORDER # 113-5895905-7864219

ORDER # 113-8706016-2648217

ORDER # 113-2031904-9676227

ORDER # 113-2031904-9676227

ORDER # 113-2811974-7497804

//////////////////////////////////////////////////////////////////////////////////////////////////////////////
Return receipts from **** 1ZA663W92611694972
Return receipts from **** 1Z6E55402666660914

Customer Answer
Date: 01/24/2024
Amazon Order
ORDER # 112-3289805-0711435

//////////////////////////////////////////////////////////////////////////////////////////////////////////////

ORDER # 114-2096960-8994613

//////////////////////////////////////////////////////////////////////////////////////////////////////////////

ORDER # 111-4362857-5986649

//////////////////////////////////////////////////////////////////////////////////////////////////////////////

ORDER # 111-2819277-5451433

//////////////////////////////////////////////////////////////////////////////////////////////////////////////
ORDER # 112-2106472-1641066

ORDER # 112-8921599-9821040

//////////////////////////////////////////////////////////////////////////////////////////////////////////////

All these items were returned and I NEVER received my refund and I spoke to several individuals about these returns and never revived my refund. One return package was like 5 or 10 lbs and the other package returned was 50lbs. I spoke to manager about this. The last person I spoke to after speaking with them said I was gonna get my refund and never did AND now all of a sudden my account is showing that I never started a return process on these items to which I did. Amazon changed my status and trying to keep from refunding my money I returned over $800 worth of stuff.

ORDER # 114-8540522-5392266

ORDER # 114-0174847-0585063

ORDER # 114-9058589-1129866

ORDER # 113-2239051-2636232

ORDER # 112-2329425-9338601

ORDER # 113-6790894-2656241

ORDER # 114-0781541-0301016

//////////////////////////////////////////////////////////////////////////////////////////////////////////////
ORDER # 113-0575812-0373848

//////////////////////////////////////////////////////////////////////////////////////////////////////////////

ORDER # 112-3110872-9007441

ORDER # 113-5895905-7864219

ORDER # 113-8706016-2648217

ORDER # 113-2031904-9676227

ORDER # 113-2031904-9676227

ORDER # 113-2811974-7497804

//////////////////////////////////////////////////////////////////////////////////////////////////////////////
Return receipts from **** 1ZA663W92611694972
Return receipts from **** 1Z6E55402666660914

Business Response
Date: 01/26/2024
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.

Thank you for writing back with the details of order.

On checking, I see that you've been refunded for the following orders.

1. Order ID: *******************
Returned and received items:
Rocorose Women's Stretch Scoop Neck Sweater Ribbed Elbow Long Sleeve Sweater Pencil Dress Black XS ( $38.99 )
Rocorose Women's Elegant Dresses **** Fall Outfits Elasticity Crewneck Pullover ******************* XS
Total refunded:$81.24 on October 26, 2023 to the payment method used

2. Order ID: *******************
Returned and received items:
******************* Women's Shimmer Sparkle Infinity Scarf- Festival Boho Bliss Fashion Scarf (Bejeweled Black)
Blooming Jelly Women's Long Sleeve Sweater Dress Mini Knit **** Bodycon Fall Dress Pullover Sweaters Dresses (Small, Black)
****** Women's Wrap Sweater ************ Long Sleeve Swing Knit Mini Dresses with Belt-6L33-*****-M Black
Total refunded:$102.47 on October 23, 2023 to the payment method used

3. Order ID: *******************
Returned and received items:
WOLVETRAD 65 x 48 inches Under Grill Mat for Outdoor Grill, Double-Sided Fireproof Grill Pad for Fire Pit, Indoor Fireplace Mat Fire *************Proof Waterproof BBQ Protector for Decks and Patios
Clear Door Stopper Wall Protector (4 Pcs), Silicone Door Handle Stoppers, Noise Canceling from Door Knobs, Silicone Clear Door Bumper, ************** Shield, Shock Absorbent Wall Protector
Door Stopper Wall Protector (6pack) - Adhesive Reusable Bumper Protector - Clear, Quiet, Shock Absorbent Gel, Wall Shield & Silencer for Door Handle - More Discreet Than a Door *********** Cover
Total refunded:$56.02 on November 30, 2023 to the payment method used

4. Order ID: *******************
Returned and received items:
XXTAXN Women's **** Bodycon Long Sleeve Round **************** Midi Pencil Dress RoyalBlue
Total refunded:$27.74 on December 1, 2023 to the payment method used

5. Order ID: *******************
Returned and received items:
Purple Toothpaste for Teeth *****ning Foam, Purple Toothpaste *****ning, Color Corrector Purple Toothpaste Foam, Tooth Stain Removal, Teeth ******** Foam, 50 ML
Total refunded:$13.86 on December 3, 2023 to the payment method used
Retainer Case, VEAMOR Invisalign Case Holder, UVC Disinfectant Box Portable, Dental Braces Case Slim Battery Powered with Protective Bag for Invisalign, Aligner - Black ( $24.99 ) Not recieved.

6. Order ID: *******************
Returned and received items:
YINUOYOUJIA Large Gift Box with Lid, 14"x9"x4.5" Magnetic Gift Box with Ribbon, Cards and Envelopes for Presents, Great for Wedding, Birthdays, Crafting, Gift Packging (Black)
Total refunded:$13.87 on November 30, 2023 to the payment method used

7. Order ID: *******************
Returned and received items:
Outre Lace Front Wig - Melted Hairline - CHLORIS (DRFF4/Hazelnut Honey
Outre HD Lace Front Wig ALSHIRA (DR CHOCOLATE SWIRL)
Total refunded:$92.06 on December 3, 2023 to the payment method used

8. Order ID: *******************
None of the items were returned

9. Order ID: *******************
Returned and received items:
American Greetings Birthday Card for Husband (My Life Partner)
Total refunded:$6.62 on November 30, 2023 to the payment method used

10. Order ID: *******************
Returned and received items:
RingSkin Silicone Ring Protector for Working Out. Engagement and Wedding Ring Protector. (3-pack with Protective Case)
Total refunded:$21.30 on November 30, 2023 to the payment method used

11. Order ID: *******************
Returned and received items:
HOMBYS Extra Large Garage Floor Mats for Under Car, Dark Grey Garage Flooring ******************* Spill ****************** Garage Parking Mat 7'4"x17', Non Slip and Waterproof Backing
Total refunded:$123.82 on December 30, 2023 to the payment method used

12. Order ID: *******************
Returned and received items:
HOMBYS Extra Large Garage Floor Mats for Under Car, Dark Grey Garage Flooring ******************* Spill ****************** Garage Parking Mat 7'4"x17', Non Slip and Waterproof Backing
Total refunded:$123.82 on December 30, 2023 to the payment method used

13. Order ID: *******************
Returned and received items:
Ollny Curtain Lights 200LED 6.6x6.6ft, USB Warm ***** Christmas Curtain Lights with Remote 8 Modes Dimmable Timer, Waterproof Hanging Lights for Bedroom Backdrop Window Indoor Outdoor Wall
Total refunded:$12.80 on December 10, 2023 to the payment method used

14. Order ID: *******************
Returned and received items:
SEBOWEL Women Mesh Bodysuits See Through Tops Turtleneck Long Sleeve Sheer Bodysuit Bodycon Thong Bodysuit Shirts Romper, Black, S
SEBOWEL Women Mesh Bodysuits See Through Tops Turtleneck Long Sleeve Sheer Bodysuit Bodycon Thong Bodysuit Shirts Romper, Black, M
SEBOWEL Women Sheer Mesh Bodysuit Zebra Print Long Sleeve Bodysuit Lingerie Romper Jumpsuit See Through **** Club Outfits, Black, S
Avidlove See Through Tops for Women **** Bodysuit Halloween Lingerie for Women Long Sleeve Basic ******* Leotard
Total refunded: $96.88 on December 17 and 21 2023 to the payment method used

15. Order ID: *******************
Returned and received items:
Red and Gold Foil Christmas Nativity Gift Tag Stickers - 75 Labels - Gold Peel and Stick Religious ********************** Wrap Tags - Come Let Us Adore Him Self Adhesive Gold Foil Stickers
Total refunded:$10.66 on January 14, 2024 to the payment method used

16. Order ID: *******************
Returned and received items:
Idefair Merry Christmas Banners with Led String Lights,Christmas Door Decorations Outdoor Indoor New Year Welcome Red Xmas Porch Sign Hanging for Home Wall Holiday Party Decor(Color Lights)
ICGSUQR Belts For Women With Big Rhinestone Square Buckle -Wide Elastic Waist Dressy Strentch Waistbands Belt
Premium Velvet Leggings for Women - Ultra-Soft Warm Velour Pants - Black - Small
BEPEI Womens Long Sleeve Tunic Sweatshirt String Hoodie With Pocket Gifts for Women Christmas Wear Sweaters Happy New Year 2023 Red M
BEPEI Womens Long Sleeve Tunic Sweatshirt String Hoodie With Pocket Black S
Total refunded:$135.30 on different dates January 2, 5, 6 and 14, 2024 to the payment method used

17. Order ID: *******************
Returned and received items:
WdtPro 24 Pack Christmas Decorations Outside, 19" 144 LED Bright Solar Christmas Candy Cane Pathway Lights with Star and 8 Modes, Waterproof Outdoor Christmas Decorations for Yard Garden Decor
Total refunded:$25.61 on January 14, 2024 to the payment method used

18. Order ID: *******************
Returned and received items:
YARBAR Bra Extender 2 Hook Soft Comfortable Bra Band Extension Pack of 3
top4cus 44mm Cover Environmental Soft Flexible TPU Anti-Scratch Lightweight Protective 44mm Iwatch Case Compatible with Apple Watch Series 8/7 Series 6/SE/5/4 Series 3/2/1 - Silver
Total refunded:$17.12 on different dates January 2 and 6 to the payment method used

If you're missing refund on any orders, please write back with order details as well as item name, so I can review and assist you further,

We hope to seeing you soon.

Regards,
*******
Amazon.com
*****************************
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.
I was billed on my credit card for $3.40 from Amazon for Prime Parmount+. I did not sign up for this. I called my credit card, USAA and they stopped the card and declined the purchase. Then I looked and Amazon switched cards to the Navy Federal card to bill me. When I called Navy Federal they said to look on your Amazon Prime site. I'll be **** there was an unapproved Paramount+ account. It was for $11.99 a year. I do not know how it got there. I went online to cancel immediately and I removed all my credit cards. I also canceled the unauthorized Paramount account. Even more frustrating was when you canceled and clicked next, it sent you to another page, that said: Continue until January **** when the subscription ends, or keep the subscription. There is no notification that your unapproved subscription is terminated. I spoke to a friend and she had the same problem. She informed me it took her 3 months to get it all ironed out.Please look into this thieving way they get you somehow to subscribe to something without your knowledge.Thank you for your time and attention.
Business Response
Date: 01/10/2024
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 can see that our internal team has reviewed this and below is the response from them
:

I'm sorry to hear about your recent experience with Paramount + with SHOWTIME. I have reviewed the subscription information and details you've shared.

A confirmation email upon sign up for the subscription was sent to your email on Thursday, November 23, 2023 at 3:59 PM (PST), and another confirmation email upon turning off auto-renew was sent Tuesday, January 2, **** at 6:58 PM (PST). Please check your spam folder if you are unable to locate these.

As a one-time exception, I have issued a refund of $6.00 for two months of the Paramount + with SHOWTIME.

You will see this refund to your original payment method in 3-5 business days depending on your bank.

To view and manage digital subscriptions you've purchased with Amazon, go to Your Digital Subscriptions in Your Account: **************************************************************

To manage your backup payment methods, visit the following link:

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

On the Backup Payment Methods page, select whether you want to enable or disable this feature for your account. Turning off this feature prevents orders and subscriptions from using a backup payment method and may cause service and delivery interruptions if your selected payment method fails.

I hope this helps! Have a great week ahead!

Regards,

Vishal
Amazon.com
*****************************
Customer Answer
Date: 01/10/2024

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.

However, for the record, I did not sign up for Paramount+. I did not receive any notice of same. I did not know about this until I viewed my credit card charges. The Navy ************** Union Agent showed me where to look on Amazon to find the information. There I found that I had a subscription that I did not apply for. The agent they forwarded me to advised me she had a similiar problem a while ago. It took her a while to get it corrected. Each day my junk mail gets about 400 pieces of junk. I did not see anything concerning my subscription. I was perturbed to see unauthorized charges. I immediately with the help of my ************* cancelled the service.
Today I checked my junk mail and there it is. ******* is there telling me to renew my subscription that I do not have. This occurs many times a week for different streaming services. Phishing is constant using different streaming services. My junk mail is deleted every few days with 1,000's of junk mail.
Once I had gift cards for $600 on Amazon and it was hacked. They ordered $100 worth of video games. It took me about 3 week for Amazon to get my account back.
Thank you for crediting me and for the good customer service.
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.
Amazon charge me for prime membership which included free delivery. Free prime video and Amazon music . I started off with a free 30 days on 04/16/2021 and then yearly subscription at $119. But I realized very late that I was charged for monthly subscription, prime video charges and Amazon music. Im disabled with poor eyesight plus I really dont know how to work my iPhone. I continued ordering merchandise for three to four years I made some returns at fed ex in which I realized I wasnt getting proper credit. When I bought this to their attention they refused orders I was told I had unusual activity on my account. *** called on different occasions trying to understand why I wasnt able to order. No explanation they refuse to acknowledge exactly how I supposed to have negative activity. Please help me resolve this issue after several years spending money on a monthly basis. Then all of a sudden refused service but was still being charged four months additional. After reading complaints Im now understanding this is normal practice from them. I was told they could only go back 30 days if I paid more I would have to dispute the charges.
Business Response
Date: 01/25/2024
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 12/31/2023.
Sincerely,
Shiv
Amazon.com
Customer Answer
Date: 03/13/2024
How can these people from Amazon continue to charge my account when they clearly closed my prime membership back in October of 2023. This has caused my bank account to be overdrawn which led to late fees and returned checks. I feel that they should pay all late fees , return check fees, punitive damages, and I should be compensated for pain and suffering, stress, anxiety attacks, and embarrassment because I tried to explain the situation to my bank but, they didnt believe me
Customer Answer
Date: 03/21/2024
I need to give you the bank information that shows Amazon closed my account back in late October 2023. I called them to telll them that they needed to make sure my account was closed and they shouldnt charge me anymore. Most recent charges were in March of 2024. The charges were Amazon music, prime tv, Amazon digital, instant cart, ***********, prime, etc
Customer Answer
Date: 03/21/2024
This is proof that Amazon shut down my account at the end of October 2023. But they still withdrew payments from my bank account for several months afterwards. The advantage of paying for prime membership was to ensure my packages would be delivered the next day, also included Amazon music and prime tv. But you can cleanly see that they charge me separately for music and prime tv. Therefore, I also cancelled star tv subscription because it was pointless to pay for prime membership and I couldnt order anymore. Plus on top of that I found out that the charges for instant cart was also charged through them. Because of these unauthorized charges it caused me to pay overdraft fees. I dont understand how they think its ok to keep charging me for prime membership and they knowingly knew that the account was shut down.
Business Response
Date: 04/06/2024
Hello,
While we appreciate the customers interest, we are unable to provide information on our investigation methods.
After a thorough review of their account and all of the information that they have provided, we cannot reverse the decision as per our policy.
For more information on this policy, the customer can search for Your Account Conditions of Use on the Amazon shopping website.
Sincerely,
Amazon.com
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.
I had an order (114-8585030-1705050) for three MacBooks that arrived with an empty box. I had an issue with Amazon prior, but never to such an egregious degree. No problem, the driver told me to contact Amazon, which I did, and Amazon told me to file a police report. Completed the police report at the precinct, sent it over to Amazon for an estimated 72 hour processing time. No Problem!Was told via one email the report was invalid with no seal on it, and the other one was completed successfully, and verified and to call us back for a refund. Right after this, I received an email from OFM saying I received too many refunds for the amount of orders that I had, and to watch it. No problem. AFTER I requested a refund for one order of three expensive computers. So typically, that means any REFUNDS AFTER the one I requested will be an issue. So I should get my refund.I call, the representative comes with good news, says my full refund has been processed. Perfect! I check the app, and it's there, all $8097. Then later, I check, two refunds for two MacBooks disappear, and it's only one refund for $2.7k. I call, call, call, get hung up on, get told multiple day timelines, and then I'm told I won't receive a refund for the order "as it did not arrive" compared to the empty box because they confirmed with the carrier. And every single time I contact now, some say it's processed but stuck, frozen refund, nobody knows what is going on!It is an empty box Amazon. Why do you refund for one item as if it came missing, and even though originally the full refund was processed, the two just disappear off the website like it never happened. Does not make sense.
Business Response
Date: 01/16/2024
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 this I can see that our internal team has reviewed this and below is the response from them :

I found that you have received an email about this on Saturday, January 13, **** with the subject line "Your Amazon.com account has been closed" advising you of the account.

For help with your refund for order #***-8585030-1705050, please respond to the email mentioned above with all relevant information. The specialist team will contact you within 3 days (72 hours) once your email is received.

Thank you for your understanding.

I hope this helps! Have a great week ahead!

Regards,

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

Complaint: 21088832

I am rejecting this response because:
My account is still suspended. My refund has not been processed. And the emailed team is not getting back to me.

Sincerely,

*********************
Business Response
Date: 01/24/2024
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 can see that our internal team has already reviewed this and below is the response from them :
We confirmed the Apple 2023 MacBook Pro Laptop M3 Pro chip with 12-core CPU, 18-core GPU: 16.2-inch Liquid Retina XDR Display, 36GB Unified Memory, 512GB SSD Storage. Works with iPhone/iPad; Space Black from order number 114-8585030-1705050 was in the box given to AMZN_US at the time it left our fulfillment center.

AMZN_US delivered the intact box to you, confirmed by your signature on 18 December, 2023. The driver did not note any evidence of the package being tampered with, and handed it to you when they received your signature. Therefore, we will not be refunding or replacing this item.

To learn more about our policies, go to Conditions of Use:

www.amazon.com/conditionsofuse

I hope this helps! Have a great week ahead!

Regards,

Vishal
Amazon.com
*****************************
Customer Answer
Date: 01/25/2024

Complaint: 21088832

I am rejecting this response because:
Amazon requested me to file a police report. I sent camera footage of the driver openly saying there was an issue with the package over three weeks ago. I filed the police report and was expecting a refund. They ended up closing my account. Simple stuff. They processed a refund for ONE ITEM, not three, why not the full order.

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.
I have returned two items under my Amazon prime membership and have received confirmation that items were received from Amazon and carrier and months later Amazon send me email that they have recharged me for merchandise that they have already received. How does this happen? So Amazon is charging me for items that they received back and nothing I can do about it. This is called theft, scamI would expect better from such a large company.
Business Response
Date: 01/03/2024
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 can see that the order number is not mentioned in the complaint.

Here I request you to please reply to this email with the order number so that I can review this further for you.

I hope this helps! Have a great week ahead!

Regards,

Vishal
Amazon.com
*****************************
Customer Answer
Date: 01/09/2024
Order #
111-9805764-0525062

LYANER Women's **** One Shoulder Ruched Sleeveless Bodycon Mini

Business Response
Date: 01/23/2024
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 can see that a refund has already been processed for the amount that was charged again on Monday, January 15, 2024 and it should reflect into your account within 3-5 business days from the date refund was processed

I hope this helps! Have a great week ahead!

Regards,

Vishal
Amazon.com
*****************************
Customer Answer
Date: 01/23/2024
They resolved on order but not the 2nd. I have responded directly to Amazon rep *******
Business Response
Date: 02/22/2024
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 can see that our internal team has reviewed this and below is the response from them :

We apologize that you have been charged for a return. We're happy to assist you further.

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

Youre able send your responses directly in an email or through an attachment such as a PDF or JPG file.

Send one set of responses for each package containing an item that you returned to Amazon but haven't yet received a refund. Please allow us 48 hours to respond, if you have not heard back this time, please contact us back.

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

Incident Report

1. Order number:_______________

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

3. Date return item was shipped. (MM/DD/YYYY):_______________

4. How did you ship back your return? ( For example: *** picks up, *** drop off, mailed with ***** or ************* *************** etc. ):_______________.

5. Description of the item returned (item name, color, size, quantity, etc.):_______________.

6. Have you experienced prior issues with returning items to Amazon?_______________

I hope this helps! Have a great week ahead!

Regards,

Vishal
Amazon.com
*****************************
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.
Foreword: I'd upload a pic. of mailing label, but that's a security risk in case this is public. On Jan. 2, ****, I received my Amazon order, but it was not delivered according to the mailing label instructions which stated INSIDE STORMDOOR directly after my street address. Rather, the delivery personnel left it outdoors at bottom of steps. This often happens, because nowadays delivery instructions are ignored all the time. The problem this time, though, is that on Jan. 2, the weather was freezing. When I opened the package, all the items felt icy cold, so I don't know if they'll function properly. For example, did the washers become brittle from cold? Etc. etc. And when I phoned Amazon within the past hour, the guy couldn't answer my questions, and also wasted my time. I.E. the only 2 options he gave me, was that I'd have to return the package to Whole Foods no matter if i'd get a refund, or if i'd get an exchange. That's a huge hardship for me in the winter, and as a senior with no car, and no Whole Foods near me. And it's very bad business practice on their part that if THEY are at fault by not following delivery instructions, yet they compel the customer to travel to a far-away Whole Foods (or else be charged)?? So I asked him "Why can't i just leave the package INSIDE STORMDOOR where the exchange would be delivered to me?" (That's if they'd even deliver it correctly the 2nd time!) He could not answer that, because Amazon's personnel, unlike in the past, are not trained to be informative or helpful with regard to anything that's not in the narrow confines of the script they were trained in. Please resolve this by delivering the identical items INSIDE STORMDOOR (not outside) and allowing me to leave the original parcel INSIDE STORMDOOR (for pickup by Amazon at No Charge, the way honest businesses do.)
Business Response
Date: 01/04/2024
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.

Firstly, please accept my sincere apologies for any inconvenience caused by this situation.

I understand your order was not delivered inside storm door.

I've replaced all the three items. Here are the details:

1 x magicJack, New 2023 VOIP Phone Adapter, Portable Home and On-The-Go Digital Service. Unlimited Calls to US and ******. NO Monthly Bill | Featuring magicINTM & magicOUTTM Service
1 x ****** Products SP150 Coupling for Water Filtration Cleaning, Blue, 1 x 1 x 1 inches
1 x ColumPRO 20 Pieces Stainless Steel Hose Coupling Filter Silicone Washers, Silicone Washer Hose Filters,Fittings fit Standard for 3/4 Inch Garden Hose Connector and 5/8 Inch Washing Machine
Replacement order ID(s): *******************
Guaranteed delivery by: Friday, January 5, 2024

Also, I've requested a *** pickup for the return of the items. Here's the return link:

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

Nonetheless, I've shared your comments as a feedback with the appropriate team for their consideration when planning future improvements.

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

Regards,

*********************** A.

Customer Answer
Date: 01/05/2024
It is now Friday, Jan. 5, ****. I have placed the sealed return-package (tracking codes obliterated) INSIDE MY STORMDOOR using the exact same packaging as I received it - with instructions on my doorknob that the *** pickup is on the chair. I also taped a note on the package that it is for *** pickup. Note that after 4pm today it is my Sabbath, and for religious reasons, I cannot transact with *** or Amazon personnel after that time.
Customer Answer
Date: 01/08/2024
As you can see from attachments, on Jan. 7th **** i reported to Amazon (via phone & feedback-form) that *** never did pick up the return package on Jan. 5th ****. Then again i was informed that *** would be picking up the package on Jan. 8th (today). So guess what happened - prior to my appointment (elsewhere) this evening - i exited my basement door only to see that *** NEVER DID ENTER INSIDE MY STORMDOOR (as per my instructions on both mailing label and to Amazon) - but rather left a yellow-backed message ON A CHAIR NEAR MY GARAGE!! The text stated "unfortunately the driver missed you" and instructed i go to a *** store or find a *** driver to take my package. As if any of those are convenient to my location! Furthermore, the standardized form of Amazon requires people to insert a NEW RMA NUMBER inside the already-sealed return-package! So they require the customers to have to re-open package, and re-seal it?? Excuse me, but I did what they required on Jan. 5th. Since it was a *** error, it's unfair to have to go through a process of opening and resealing! This brings the total tally of both Amazon AND ****** errors to THREE. (1) Amazon delivery left package in icy cold on Jan.4th (2) *** failed to pickup package Jan. 5th, and (3) *** never even entered my StormDoor to pickup package on Jan. 8th, but rather left a Yellow-backed "pickup-attempt" on a chair near my basement/garage! How much more aggravation is the Amazon-*** duo going to subject me to?? As of now, the return-package is still awaiting pickup INSIDE STORMDOOR since Jan.5th.
Business Response
Date: 01/09/2024
Hello ******,

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

Firstly, please accept my sincere apologies for any inconvenience caused by this situation.

I've checked the replacement Order ID: ******************* and see that it was delivered on January 5th and 7th, 2024.

Regarding the Pickup for the return of the items:

I understand the items were not yet picked. Please let us know when you want us to request a new pickup, so that we can request a new one.

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

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

Regards,

*********************** A.
Customer Answer
Date: 01/09/2024
I don't know what Amazon wants from me anymore. They got delivery/pickup wrong THREE times (as clarified in my last BBB message). I also stated where the original package has been awaiting since Jan. 5th. Did they not read that??? It has been awaiting INSIDE STORMDOOR. So pick it up already!! I've kept repeating and repeating and repeating myself!!! So here is what I want. I want that FROM NOW ON the Amazon delivery personnel AND the *** delivery personnel should be TRAINED AND INSTRUCTED that package delivery/pickup at my address - is INSIDE STORMDOOR. (Not outside at cement stairs! And not on resin chair at my garage! Again - i repeat - NOT NOT OUTSIDE AT CEMENT STAIRS! AND NOT NOT ON RESIN CHAIR AT MY GARAGE! IN FACT, NOT ANYWHERE OUTSIDE STORMDOOR which is my obvious main entryway. Actually it's obvious to anyone except for the delivery personnel retained by Amazon.
Customer Answer
Date: 01/09/2024

Complaint: 21088787

I am rejecting this response because: I don't know what Amazon wants from me anymore. They got delivery/pickup
wrong THREE times (as clarified in my last BBB message). I also stated
where the original package has been awaiting since Jan. 5th. Did they
not read that??? It has been awaiting INSIDE STORMDOOR. So pick it up
already!! I've kept repeating and repeating and repeating myself!!! So
here is what I want. I want that FROM NOW ON the Amazon delivery
personnel AND the *** delivery personnel should be TRAINED AND
INSTRUCTED that package delivery/pickup at my address - is INSIDE
STORMDOOR. (Not outside at cement stairs! And not on resin chair at my
garage! Again - i repeat - NOT NOT OUTSIDE AT CEMENT STAIRS! AND NOT NOT
ON RESIN CHAIR AT MY GARAGE! IN FACT, NOT ANYWHERE OUTSIDE STORMDOOR
which is my obvious main entryway. Actually it's obvious to anyone
except for the delivery personnel retained by Amazon.

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.
I have tried to return three things to Amazon recently and they are refusing returns and refunds stating abnormal activity and a need to verify my ID. I do not want to provide my ID and do not see how this is necessary to return and receive refunds. Two of the items I had canceled prior to shipping and one was defective. They refuse the returns and refunds but encourage me to continue shopping with them.
Business Response
Date: 01/03/2024
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.

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. 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:01/03/2024
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.
Order# ***-4450884-9044231 was for gloves - they were returned 1/6/23 and I was refunded. Then on 4/7/23 I was rebilled for an order that was returned. I reached out via chat to customer service and was informed this was in error and I would be refunded. To date, I was not refunded. I should not have been rebilled and am owed a refund of $15.99.Resolution sought: Refund of $15.99
Business Response
Date: 01/13/2024
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've charged for an item you've returned.
I've now refunded you for the charge for $15.99 to the payment charged and you should see the refund posted on your card statement in 3-5 business days.
I hope this helps. Have a great rest of the day!

Regards,
*******
Amazon.com
*****************************
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.
I was returning a product purchased, a spa tunic size L, purchased around November 3, 2023. The scheduled pick-up was November 10, 2023. I asked for a call prior to pick-up and told the pick-up person to knock on the door to retrieve the product (it is their policy that they item must be handed to the driver). Instead, the driver took my package from my porch, that was actually a delivery from my business vendor, with a value of ******. Upon contacting the delivery company Amazon assigned, I was told the item was already returned to Amazon returns. This item was ordered for a customer and was a limited item. After 6 weeks, I was told by an amazon.com supervisor, ***************************, that the package was destroyed. The case was to have been escalated to corporate and I was given the case number 4800. It's been 2 months and I have yet to hear from anybody. Every time I call Amazon I have to explain my situation and received useless apologies, and zero resolution. I've made at least 25 calls and have been passed around with promises and no resolution. I've sent invoices from my vendor, pictures of the item ***** dropped off, pictures of the returned item take by the driver (with label placed over the ***** delivery) and a zoom photo of the label that shows my business name, so clearly the item taken by the driver was my business delivery. I want my money back for the amount of ****** and compensation for the at least ***** hours I've been on calls with Amazon ***************** My last call today, where another "ticket" was filed was 1 hour and 39 minutes. This is absolutely outrages and I am furious with the lack of response from an organization as large as Amazon. I expect better care and service, especially being a loyal and long-term customer.
Business Response
Date: 01/04/2024
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.

Im sorry to learn about the problem with your returned order. I understand how frustrating it can be.

I have reviewed the complaint and account but, could not find any details related to the order.

I request you to include the order number in your response to this email.

We appreciate your patience and understanding.

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

Najam
Amazon.com
***********************************
Customer Answer
Date: 01/08/2024
I have included the original order item that should have been picked up, which I still have. In the return details, I specifically requested that the Intelcom driver call before arrive to arrange giving him the item. He called and I asked him to knock on the door as I wasn't home at the time, but my elderly mom was. He asked me to leave it on the veranda and I said no. It is also the policy of Amazon pick up service for returns that the item be directly handed over to the driver. Instead, this person picked up my business package (******* Facial Rejuvenation) and slapped the return label onto of my ***** delivery from my vendor, Vivier Pharma. This item was presold to a customer as it was a limited edition item for the holidays. When I arrived home from work in the early evening I saw that the zippered tunic in size large was still here. This was November 10, 2023. I have been attempting to get either the item back or full cost of ****** for the item as well as additional funds for the hours and excessive time I have spent on calls, emails, have been hung up on, passed on, etc. I am very angry and frustrated at the lack of response on the behalf of customer service, including "managers". *********** has been the worst service I've ever experienced resulting in even greater upset and frustration. I want compensation for the full value of the item take and apparently "destroyed" and compensation for my time as well. I have had at minimal over 30 interactions with customer service, by phone or email and spent hours of my life and energy dealing with this.
The last call with customer service in the *********** was one hour and thirty nine minutes. When I asked this person where this is sent and when I could expect to hear back he stated he didn't know!! Really!!!!! This is absolutely outrageous for Amazon and as a loyal customer, I expected to have my issue dealt with in a timely manner with follow up when promised. None of this occured.
Please rectify this outrageous issue speedily as I am at my whits end dealing with Amazon's "customer service" which is no where near providing customer service.
Thank you,
*************************

Customer Answer
Date: 01/08/2024
I have included the original order item that should have been picked up, which I still have. In the return details, I specifically requested that the Intelcom driver call before arrive to arrange giving him the item. He called and I asked him to knock on the door as I wasn't home at the time, but my elderly mom was. He asked me to leave it on the veranda and I said no. It is also the policy of Amazon pick up service for returns that the item be directly handed over to the driver. Instead, this person picked up my business package (******* Facial Rejuvenation) and slapped the return label onto of my ***** delivery from my vendor, Vivier Pharma. This item was presold to a customer as it was a limited edition item for the holidays. When I arrived home from work in the early evening I saw that the zippered tunic in size large was still here. This was November 10, 2023. I have been attempting to get either the item back or full cost of ****** for the item as well as additional funds for the hours and excessive time I have spent on calls, emails, have been hung up on, passed on, etc. I am very angry and frustrated at the lack of response on the behalf of customer service, including "managers". *********** has been the worst service I've ever experienced resulting in even greater upset and frustration. I want compensation for the full value of the item take and apparently "destroyed" and compensation for my time as well. I have had at minimal over 30 interactions with customer service, by phone or email and spent hours of my life and energy dealing with this.
The last call with customer service in the *********** was one hour and thirty nine minutes. When I asked this person where this is sent and when I could expect to hear back he stated he didn't know!! Really!!!!! This is absolutely outrageous for Amazon and as a loyal customer, I expected to have my issue dealt with in a timely manner with follow up when promised. None of this occured.
Please rectify this outrageous issue speedily as I am at my whits end dealing with Amazon's "customer service" which is no where near providing customer service.
Thank you,
*************************

Business Response
Date: 02/28/2024
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.

We conducted a thorough investigation and would like to confirm that we did not find any unrecognized items in the returned package.

Thank you for your patience and understanding.

I hope this information helps.
Regards,

Najam
Amazon.com
*****************************
Customer Answer
Date: 02/28/2024

Complaint: 21088736

I am rejecting this response because:
This is absolutely false!! I havent pursued this for four months for nothing. In my initial calls with Amazon, I was told that I needed to wait 5-6 weeks for the warehouse to do a search. After this time I was told the package was destroyed. Then I was told by ***** that the package had the original item. I have this item here so that is a pure lie. Dealing with Amazon has been a highly stressful and frustrating process and experience. There has not been any clear path of investigation or accountability as Ive been handed off to various individuals or had escalation tickets created that have gone nowhere.
My package was take by an Intelcom driver who didnt follow protocol and he took a package that was a business delivery instead of the actual return (again I still have this item). Amazon hires these people's and by giving the option to have items picked up have created this mess.
I will also be contacting a lawyer Ive had enough of this shoddy investigation this is a ***** and Goliath situation!
I want this case escalated to someone who is capable and authorized to deal with reimbursing me for my loss. Im absolutely furious! Clearly, This has been a situation where you cant connect with anyone who had any authority and I just keeps passing the buck Its outrageous!!
In this thread I have sent several pictures where you can see beneath the label the Intelcom driver slapped on top of the original label that has my business name: ******* Facials, as well as pictures from ***** delivery showing the box delivered the same time as the Amazon return pickup, and a close up where you can see my business name under the return label!!!
I want to be reimbursed for the full value of my items!!

Sincerely,

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

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