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

57,677 total complaints in the last 3 years.
21,820 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:01/02/2024
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 have not received a refund for multiple returns made over the last two months. I have called, emailed, chatted with customer service, and submitted incident reports as requested by customer service. I have reached out on multiple occasions to get this resolved. I was required to give my ID and then was told my refunds would be processed. All returns are showing the items have been accepted by amazon on November 9th and 16th, however I have not received any of my refunds and I have not been given a reason why. There are 8 total orders made between October and December. A total of 14 items are missing refunds. The total amount needing to be refunded is about $1100
Business Response
Date: 01/09/2024
Hello *****,

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

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

I understand you've returned the item and not yet received refund for it.

Regarding this Order ID: *******************:

We've issued a refund of $89.68 to your original payment method. I request you to wait 3-5 business days for the amount to reflect.

Order ID: *******************

We've issued a refund of $50.17 to your original payment method. I request you to wait 3-5 business days for the amount to reflect.

Regarding the below orders:

Order ID: *******************
ASIN: B0BLTZKH36

Order ID: ********************
Asin:B09W5VXBXT

Order ID: *******************
ASINL: B0BFSYZ8DT , B09WJRWX1T , B0BJ5VK2TV , B07SRHSTQF

Order ID: *******************
ASIN: B09ZK86JFR , B0BNT8MP81 , B0BVBGS1HF , B0CB3Q8BFX

Order ID: *******************
ASIN: B0C5SXHNZJ

Order ID: *******************
Please provide separate incident report for every item returned using different return label, so that we can assist you further.

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.

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?_______________

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

Regards,

*********************** A.
Initial Complaint
Date:01/02/2024
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 placed an order with amazon.com weeks ago and the order was lost in transit. I want them to refund the order but they refuse to.
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 apologize for the inconvenience that you've experienced in this case.

I understand you've not received your item.

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

You're able to send your responses directly in an email or through an attachment such as a PDF or JPG file.

The Incident Report has to be submitted on or before 14 March **** to be considered for review. Send one set of responses for each package that you didn't receive. We typically respond in about 1-2 business days.

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

Incident Report

1. Order number:_______________

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

3. Name of the items you didn't receive:_______________.

4. Is it your first Amazon package at this address that you didn't receive?_______________

5. If no, how many times it has happened? _______________

Thank you for your cooperation.

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

Regards,

*********************** A.
Customer Answer
Date: 01/14/2024

Complaint: 21088010

I am rejecting this response because: They are asking for information they can already see on their site while offering no real resolution on their part.

Sincerely,

***************************
Initial Complaint
Date:01/02/2024
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 got a few packets on diapers on subscription. I have this subscription because the policy has always been that if it comes and I don't need it I could get refunded. This time I got a few packets on subscription and Amazon is refusing to refund due to a change of policy. They have full right to change policy but when it comes to subscription members who subscribed when the policy was otherwise it is unacceptable to change policy without informing. I tried calling customer service and they couldn't help even though they understand - blaming it on the system.
Business Response
Date: 01/03/2024
Hello *****,

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

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

Since the item is not damaged or defective, we're unable to accept the return of Huggies Size 4 Diapers, Little Movers Baby Diapers, Size 4 (***** lbs), 140 Count for Order 114-5535091-3284265. Unfortunately, we're unable issue refund for it.

You may also consider selling this item on our Amazon Marketplace. For more information, visit: ********************************

For more information about the Amazon.com return policy, including those items which cannot be returned, please visit the following link to our Help Pages:

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

We appreciate your understanding.

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

Regards,

*********************** A.
Customer Answer
Date: 01/03/2024

Complaint: 21088008

I am rejecting this response because:
Amazon has just responded a generic answer without at all addressing the specific issue mentioned in the original complaint. That it is unacceptable - to change the policy ( to being a non refundable item) on an item I set up a subscription for before that policy existed without informing me. If I would have known this was the policy I probably just would have canceled the subscription . I request a serious attempt at a substantial resolution of this issue of unnaceptable practice and not just a generic response.
To clarify this is in reference to the following orders:
114-5535091-3284265
114-7935572-1917804
113-5077899-0409031

Sincerely,

*************************
Initial Complaint
Date:01/02/2024
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.
On December 2, 2023, I ordered a phone from amazon.com which was $149.17 after tax I received the phone the same day and it was the wrong phone so I returned it the next day. Its now December 20. Ive been calling customer Service about my refund that I have not received every time I call Amazon customer Service they speak to me very rudely hang up in my face and give me the runaround and tell me different things. they emailed me saying theres suspicious activity on my account And that I need to submit personal information in order to receive my refund back . I called customer Service back and the rep told me I wont be getting my money back unless I submit personal information, I asked them since when is that policy to withhold customers money and force them to submit personal information. The rep ******* give me no information on that. I feel on being scammed. All I want is my money back. I did everything they asked me to do even though I felt uncomfortable. I still submitted my personal information but theyre still withholding my money and telling me different things as to why Im not getting it.
Business Response
Date: 01/03/2024
Hello,

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

I'm sorry for the inconvenience you've experienced with regards to order 114-7676985-0266649. I've checked and I can see that there is a refund processed for the order.

A refund was issued to your original payment method on December 23, 2023 for $149.17. In most cases, once a refund has been submitted, the issuing bank will post it to your account within 3-5 business days. This time frame may vary from one financial institution to another.

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

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

Please feel free to contact us directly by replying to *********************************************** if we can be of further assistance.
Regards,
*********
Initial Complaint
Date:01/02/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I ordered some items from Amazon which I received them all except for 1 item I believe it was an accident on Amazons end. They didnt place my $100 Roblox card in not one of my boxes. I waited to see if I was going to receive the item I didnt I reached out on 12/25/2023 and expressed that I didnt receive the card. Amazon treated me like c*** They constantly threw in my face something about a password that the Amazon employee never asked for. They told me to ask another person in my house hold if they received it but I live alone. They accused me of somebody else having my account info. Then one associate told me it should be a virtual card but couldnt provide me with it. All I asked was if its a virtual card could they provide me with it but they could not and they rushed me off the line. I spoke to 3 reps first one is ******* second one was ****** and the 3rd one was suppose to be the manager *****. Order number 111-6688313-7709844.
Business Response
Date: 01/03/2024
Hello Tiara,

I'm Priyanka 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.

Were sorry to hear that you havent received your items from Order ID: *******************.

It's very important to us that our customers receive the products they purchase from Amazon. We appreciate your business and regret that this item hasn't been delivered to you. Items that aren't received are inconvenient for you and costly for Amazon.

Based on our investigation and your statements, it seems that the item has been stolen by a third party and we urge you to contact your local police department to report the theft of the parcel. To assist in obtaining a Police Report , we recommend that you provide a copy of the email that we will send to you to the police to help explain what has happened. We'll happily cooperate with the police as part of any investigation.

If the issue isn't resolved after contacting local law enforcement and the carrier, please contact us back during the business hours of the related police department with a link to access your Police Report , or a PDF/Image file of the Police Report. There are multiple ways to file a Police Report. Check with your local authorities for ways to file a report. Note that we will not be able to offer support on this delivery after [delivery date + 60 days]. Please ensure to get a Police Report and contact back before this time

In order for us to validate your Police Report , it must be reported in the local jurisdiction (city, county, municipal) in which the package was reported delivered, and include the following:

- The delivery address regarding this incident.

- The items were delivered according to the carrier tracking.

- The report was created for stolen items/theft/larceny/incorrect delivery or similar crime.

- The date the report was created.

- The name of the police department.

Only one Police Report is needed for all orders that are part of the same shipment. A separate Police Report is needed for orders delivered in different shipments.

Thank you for your understanding.
Best regards,
********
Amazon.com
Initial Complaint
Date:01/02/2024
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.
To Whom It May ******* at the BBB,I am filing this complaint against Amazon due to their failure to resolve an ongoing issue related to my return order #***-3538789-4525050, initiated on 8/29/2023. Despite numerous attempts to address this matter through Amazon's customer support, the issue remains unresolved, causing significant inconvenience and frustration.Key Points of *******:1. **Return Initiated**: Returned items including "Spinbrush Pro Clean Replacement Heads" and other products on August 30th with a prepaid *** label (Tracking Number: 1ZR7Y1529007597089).2. **Error in Return**: Accidentally sent a personal item, a "******* double heart pendant Necklace," in a separate package under the same tracking number.3. **Communication with Amazon**: Contacted Amazon on September 3rd to inform them of the error and requested them not to accept the necklace.4. **Inadequate Response**: Despite communication efforts, the necklace was received at the Amazon warehouse on September 7th. Further discussions with Amazon have been unproductive, with promises of resolution extending beyond the initially stated timeframe.5. **Compensation Issue**: Requested a check as compensation for the lost necklace, equivalent to its value ($265.63), but Amazons response was unsatisfactory and unprofessional.As of December 17th, 2023, my personal item has not been returned, nor have I received any compensation or an acceptable resolution from Amazon. This prolonged and unresolved issue reflects poor customer service and a lack of accountability on Amazon's part.I am seeking BBB's intervention to facilitate the swift resolution of this matter. I expect either the return of my personal item along with associated shipping costs or a monetary reimbursement for the value of the necklace. Additionally, a formal apology from Amazon for their handling of this situation is warranted.Thank you for your time. I trust that the BBB will help in achieving a fair and prompt resolution.
Business Response
Date: 03/02/2024
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 that a personal item was returned along with the returns for your order.

Upon receiving your complaint, I engaged the relevant departments to look into this for you. An alert was raised to the **** returns center where the returns were sent.

Only the following items were processed at **** under Order ID: *******************:

1 x MelodySusie Electric Nail Drill Machine 11 in 1 ********************** Nail File Efile Set for Acrylic Gel Nails, Manicure Pedicure Tool with Nail Drill Bits Sanding Bands Dust Brush, Purple ( $20.79 ) [ B095NSZHGM ]

1 x JODSONE Gel Nail Polish Kit with U V Light 32 Colors Gel Polish Nail Kit Soak Off Gel Nail Set Manicure Tools Nail Gel Kit Gifts for Women ( $37.99 ) [ B097BSKN9P ]

1 x Spinbrush Pro Clean Replacement Heads, Soft Bristles, For Battery Toothbrush, 2-Pack ( $7.88 ) [ B0045K006K ].

We've discovered that a ticket was also previously created on 08 SEP 2023 to search for the item, and was resolved on 14 SEP 2023 with the following comment, "There have not been any escalations for any additional items. I am unable to physically verify the return as it is no longer in our building.".

Further investigation was done 29 DEC 2023 - 05 JAN 2024 when GSC ACES - Research Specialist was contacted for further information about the personal item; to further provide great customer service.

We have tried extensively to locate the item in question however despite all the above, we were unsuccessful.

Please see Amazon Mistaken Return Policy below:

Amazon does not store items mistakenly sent to us and instead donates, or recycles them, when appropriate and possible. If you accidentally sent the wrong item to Amazon, contact **************** as soon as possible. We cannot guarantee your item will be found, and no compensation is provided for incorrect items sent to Amazon.

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

While we respect your request for additional compensation for this return experience, we're unable to offer monetary compensation beyond what has been provided.

Ive reviewed this matter in its entirety, and it's not one we're able to accommodate when applied fairly to all of our customers. Because of this, we must sometimes make a decision to stand behind a policy knowing it will be disappointing to one, but acknowledging that it's truly in the best interest of all of our customers.

We strive to make shopping and delivery delightful for Amazon customers, and I appreciate that you took the time to contact us.

Thank you for your understanding.
Regards,
Priyanka
Amazon.com
*****************************
Customer Answer
Date: 03/04/2024

Complaint: 21069134

I am rejecting this response because:
It has come to my attention that there has been a significant oversight in addressing the negligence demonstrated by Amazon's customer service team. This concerns the telephonic conversations recorded on the specified date, which serve as concrete evidence of a verbal commitment made by an Amazon representative. Before the dispatch of my personal package to the Amazon warehouse, I was explicitly assured that the delivery would be rejected and the package returned to me. Contrary to this assurance, the package was accepted upon delivery to the warehouse.
Furthermore, upon raising this issue, I engaged in discussions with supervisors ****** and ****. Both assured me of compensation in the form of an Amazon gift card as a remedy for the inconvenience caused by the loss of my package. Regrettably, this promised compensation has not been fulfilled.
I expect this matter to be re-evaluated with the seriousness it warrants. An acknowledgment of the oversight and a prompt resolution to fulfill the initially promised compensation are imperative.

Sincerely,

*******************
Initial Complaint
Date:01/02/2024
Type:Delivery 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 tried to talk to **************** via chat. was transferred 10 times. no resolution.I went to the website to look up answers. No resolution.I called ****************. They could not find my account even though I just ordered from them and gave them an order number.I spent over 2 hours and no resolution.
Business Response
Date: 01/23/2024
Hello ******,

I'm Priyanka 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 our **************** team when you contacted us for assistance.

Situations such as these are very rare, and are corrected shortly after they are reported. Please be assured that we would definitely work on your feedback and ensure that such issues do not arise in future.

Per our review, we've verified that the credit card in question is only linked to one account.

It has been successfully enrolled with rewards points since 2016 and has points available to spend:
Eligible to Register: ELIGIBLE
Points Balance: 2064.00
Points Units: WPTS
Eligible to Spend: Eligible
Date (UTC) Action Status
2016-11-28 20:22:02Z Register Success
Points were recently used to complete an order as well: 112-XXXXXXX-XXX4239

Below is a list of all the orders on which reward points were used from September to December:

1.112-XXXXXXX-XXX4239
Total Points Applied: - $19.22, Points Amount: ****, Points Conversion Rate: $0.008
Order Placed: Tuesday, December 12, 2023 at 12:38 PM (PST)

2.112-XXXXXXX-XXX6666
Total Points Applied: - $13.87, Points Amount: Not available until settlement, Points Conversion Rate: $0.008
Order Placed: Monday, November 6, 2023 at 9:54 AM (PST)

3.112-XXXXXXX-XXX2265
Total Points Applied:- $11.89, Points Amount: ****, Points Conversion Rate: $0.008
Order Placed: Monday, October 23, 2023 at 11:52 AM (PDT)

4.114-XXXXXXX-XXx3456
Total Points Applied: - $11.93, Points Amount: ****, Points Conversion Rate: $0.008
Order Placed: Tuesday, September 26, 2023 at 3:18 AM (PDT)

5.113-XXXXXXX-XXX5457
Total Points Applied: - $10.00, Points Amount: ****, Points Conversion Rate: $0.008
Order Placed: Wednesday, September 20, 2023 at 6:42 AM (PDT)

6.114-XXXXXXX-XXX8635
Total Points Applied: - $16.38,Points Amount: 2047,Points Conversion Rate: $0.008
Order Placed: Tuesday, September 5, 2023 at 6:05 PM (PDT)

7.114-XXXXXXX-XXX6651
Total Points Applied: - $0.82, Points Amount: 103, Points Conversion Rate: $0.008
[January 8, ****, 6:01 PM] **********************: Order Placed: Tuesday, September 5, 2023 at 6:05 PM (PDT)

I hope this helps. Thank you for your understanding.
Best regards,
********
Amazon.com
Customer Answer
Date: 01/31/2024
Amazon responded to my complaint. I now am receiving points. I consider the case closed.
Initial Complaint
Date:01/02/2024
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.
On Dec 21, 2023, at *****am, Amazon sent me a message that my account was closed "due to misuse." The account was locked 10 minutes later. I called and emailed Amazon immediately to ask why this had happened. After speaking to several associates, I reached *******. He said that this was because I canceled a lot of orders in less than a week, advised me to use the cart, and filed a request to reinstate for me. I had NO idea that this could trigger an algorithm and my account would be immediately shut down. The email stated, Any digital content that you purchased with this account is still available to you. To access the content, click the Manage Your Content and Devices link on the "Your Account" menu on ********************." IT IS NOT ACCESSIBLE . I lost all my Kindle books and that is a significant library of over 300 items- a huge loss especially since I'm a dual-language speaker.ticket A1MC7MP35FMIN9. I spoke to a different account specialist at ********************** on Dec 27th around 430pm and he completed another request for considering reinstatement. While my account is closed or locked, I am still receiving emails AND I will still be charged for Prime which I want to cancel. When I log in, the account says locked. When I call, a specialist tells me its closed. No clarity. My request to ***************************** of Action: 1. Reinstate my account so I can delete my payment methods and download my Kindle library. I dont want, God forbid, someone to access my financials. 2. I have three try-as-you-buy orders (********, ********, and ********). 2 pairs of slippers and a fleece dress. I want to pay for those -can't as I cant update payment. 3. I will download my purchase history so I have a reference of vendors I will clean my cart, my wishlists, and cancel any pending orders, including subscriptions. I WILL cancel Prime and I do not want to renew it. It is set to renew on Dec 30th. I want it canceled. I do not want a charge. Bad customer service. Please remediate.
Customer Answer
Date: 01/28/2024
Still no response and resolution. Still no access to update and clean up my account and remove PMT methods and no access to my vast digital Library. Amazon let me down. Awful customer service.
Customer Answer
Date: 02/26/2024
Just got a response that my account was closed NO Explanation of any kind and a note that I can get and download my digital content. I cannot! It is not possible without an account and they closed it.
I lost a ton of books I two languages. That's devastating. Plus, I'm still getting Amazon emails and I cannot take off /update payment info. Very bad customer service..this is not good practice nor a appropriate response toy complaint.

Business Response
Date: 03/06/2024
Hello *****,

I'm Priyanka 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've received your complaint, and I've been working closely with the relevant stakeholders.

I've verified that the correct information has already been shared via email on Monday, February 26, 2024 at 7:16 AM (PST), with the subject line, 'Your Amazon.com account'.

We have closed this account. This is because you have not met the terms of our Conditions of Use agreement.

Learn more about the Conditions of Use by following this link: *****************************************************************************.

After a thorough review, we have decided not to restore your full access to this account. You will not be able to place orders on our site.

If you have any digital content on this account, you can access the content by clicking the the Manage Your Content and Devices link on the "Your Account" menu on ********************.

Thank you for your understanding.
Best regards,
Priyanka
Amazon.com
Customer Answer
Date: 03/06/2024

Complaint: 21067744

I am rejecting this response because:

This is not a satisfactory resolution as I still cannot access and download the books (the screen shows that the account is locked--not closed), nor can I get in, delete payment info, and clean out the account. I would need a few weeks **** probably two-three.

After I download the books and delete PMT info, I have no desire to ever use Amazon asy vendor.

This has not been a good customer experience.

Business Response
Date: 04/09/2024
Hello *****,

I hope this email finds you well. Thank you for writing back to us.

I've been working closely with the relevant stakeholders and they've verified that your access to digital content is available.

I hope this information helps. Thank you for your understanding.

Best regards,
********
Amazon.com
Customer Answer
Date: 04/09/2024

Complaint: 21067744

I am rejecting this response because:

I tried again to access Amazon on the website to get toy digital books and the message I get is that my account is still locked.

Also, I continue to receive reminders on purchases from Amazon.

Someone needs to guide me through how to access my digital content as I'm still unable to do it and I checked bout how tos on the web.
I go.to Amazon and the web, try to login, and get the message that the account is locked.

It's devastating to lose the books ??.

Sincerely,

*********************
Business Response
Date: 04/26/2024
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.

Our internal team has reviewed the issue further and confirmed that the account is not eligible for reinstatement at this time.

I hope this helps! Have a great week ahead!

Regards,

Vishal
Amazon.com
*****************************
Customer Answer
Date: 04/26/2024

Complaint: 21067744

I am rejecting this response because:

1. Inconsistent info.

When I am told by the company that I can access digital content and that is misrepresenting information.

I was told several times by Amazon that I can even with closed account access my ********************** books. Not true!!!

Moreover, I did web scanning and it appears that other cisti ran into a similar issue. That's losing all their digital content when the account was closed.

2. When I try to access digital content, I'm told by the system that the account is locked.

3. Then Amazon keeps telling me that the account is closed.

Fix your error!

4. I still receive Amazon emails reminders and Amazon pings from my closed account.

If it's closed, then my email should not be in there and everything is supposed to be removed.

I , at this point, feel frustrated, disrespected and badly treated by Amazon which apparently doesn't even check ors ien departments or I would not be getting inconsistent messages on the website. I'm also still getting requests for reviews and answering questions from other customers. Who buy products I bought.

Resolution I will accept:

Open my account for three weeks.

I will clean it out in full

I will download my books

Give me a firm deadline. However quadruple check with me that I can get in!

Then, I will alert you that I'm done and the account can be closed for good.

As of right now, I firmly reject Amazon so called customer resolution.

Respectfully

Irene
Initial Complaint
Date:01/02/2024
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 purchased an Amazon gift card, and card invalid cannot redeem to my account. ********************** asked recipe and physical card number and scanned file, start to kick the ball back and forth, and I have bestbuy transactions record as well. All customers server let me send email to their team, but no one solve the problem. I drove twice to 30 minutes away store to find wheres my money and gift card. Definitely Amazon should take care of it and redeem to customers account after store activity successfully. Bed service and leadership teamwork Ps: when I first time back to bestbuy store, I tried call with Amazon customer support , let them talked with bestbuy store manager, Amazon said will handle this issue (cuz its a invalid gift card shows on Amazon system. Second time Amazon customer support leadership team through online chat said I have to back to store because they returned money to bestbuy?! Not me? Who paid for it .So I ran there again Bestbuy printed whole transaction for me.During the whole holiday I lost my happy new year for surethats sad.
Business Response
Date: 01/03/2024
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 the Amazon gift card that you bought from BestBuy. I understand how upsetting it can be.

Upon reviewing, I see that you were asked to provide the gift card details to check if we can redeem/apply it to your account on your behalf. However, this attempt was unsuccessful.

Hence, you were advised to contact the store for assistance with this gift card, since activation can be done at store only and if theres any issue, a refund can also be issued by the store itself.

I hope this information 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: 01/03/2024
There's no solution for this issue. Best Buy store said their transaction was successful and the card had been active already. Please take responsibility of your customers, Amazon.
thanks!
Customer Answer
Date: 01/04/2024
According to the store, to redeem this card, you must contact Amazon directly. Their system indicates that the card has been successfully activated, and a transaction record has been generated. As a mere consumer, I cannot assist you more with this matter beyond this information.
Business Response
Date: 01/08/2024
Hello *****,

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

I had checked the status of the gift card and it is marked as Returned to Store . This makes the card invalid and cannot be redeemed anymore.

We can only suggest you to contact the store for a refund.

I hope this information helps.

Regards,

Najam
Amazon.com
*****************************
Customer Answer
Date: 01/11/2024
Dear Better Business Bureau,

I am writing to provide an update on complaint ID ********. Initially, I faced challenges with the unhelpful response from Amazon's team member Najam, which led to the local store in search of a resolution again.
Fortunately, I received valuable assistance from ******, another member of Amazon's customer concern team, who efficiently addressed the issue.
Consequently, I have decided to close this complaint.

Sincerely,

************
Initial Complaint
Date:01/02/2024
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 # ***-1670805-6677808, 3 items Order placed December 5, 2023, charged/paid $179.25 Waterproof Case for Airtag, 4 Pack Air tag Keychain Holder Compatible with Apple AirTags, Ultra Durable Anti-Scratches Protective Case with Keyring/Strap for Luggage, Backpack, Dog Collar, Black Apple AirTag 4 Pack UGREEN 100W 20000mAh *********** Nexode Portable Charger USB C 3-Port PD3.0 Battery Pack Digital Display, Compatible with MacBook Pro, Laptop, iPhone 15/14/13/12 **************** AirPods, and More I ordered an external battery, airtags, and waterproof airtag covers. Some of the items were missing, and others arrived damaged beyond repair because the Amazon box had no packing around the individual items, and the weight of each item crushed other items and caused the tape to break on the Amazon box, allowing some of the items to fall out. I have contacted Amazon three times and spent over 3 hours on the phone, only to be hung up on. I have contacted them by chat 15 times with no help. One person finally said I would receive a refund, but had lied. They told me to return the items through **** but *** will not take the package because the items contain lithium and are dangerous to ship through the mail. I was then told to get a police report, but the police wouldn't write a report when the package was not stolen, and it was Amazon's fault for not packing the box properly. The items cost me $179.25, and I cannot get a refund, and Amazon refuses to help. They just reply with automated responses to return the items or get a police report. Still, I cannot do either because of the circumstances they caused by not packing the items properly for shipping. Buyer beware! Do not order expensive tech through Amazon because you cannot trust that they will be adequately packaged, and if they arrive damaged, Amazon will not issue a refund. I'm left with dangerous, useless items that I cannot dispose of.
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 order #***-1670805-6677808. I understand how frustrating it can be.

I understand your concern regarding the return, however, we are unable to issue a refund without requiring a return.

As an exception, you do not need to return the UGREEN 100W 20000mAh ********** and well issue a refund of $67.83 to your gift card balance.

You can return the other 2 items from the order, in order to receive a refund.

Please click on this link to be re-directed to the prepaid return label:

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

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

Complaint: 21087809

I am rejecting this response because:
Amazon is not understanding what happened to the package they sent to my address. I have explained several times that I can NOT return any of the items because lithium from the damaged power bank leaked all over the packaging of the other items. I was advised not to touch the items and *** told me that they will not return the package because it is dangerous to any human handlers, other packages, and could cause a fire on their trucks or airline. *** also explained that the Airtags contain lithium and they looked cracked and that they are also leaking.
It is not ethical to disregard the dangers of the leaked lithium and lie to *** about the package to return damaged products through the mail in order to receive a refund. These damaged products and the packaging could harm Amazon handlers also if returned.
This happened because Amazon did not pack their box properly. There was no packing material in the large box to protect each item from each other. And because the items could move in the box, they broke the tape and some of the items fell out. And because the box was too big for the items and had no packaging in the box, the box could be crushed. Amazon should ship items that contain lithium separately and well packed so they can not be damaged and leak lithium.
I will no longer trust Amazon with my business needs because of their customer service and poor shipping of products. This situation has cause delays in my business and great stress and frustration. I will never trust ordering from Amazon again.
I want a full refund for all 3 products. I have been forced to advocate for myself and others for over 3 weeks to find a resolution to this issue, and I will have to pay to properly dispose of the damaged items.

Sincerely,

*******************************
Customer Answer
Date: 01/11/2024
This issue is not resolved! No one is reading the facts!!
How am I supposed to return the items if they are considered dangerous and *** will not take them???

I am exposing Amazon and will inform others that Amazon bullies customers into returning dangerous materials through the mail and refuses to refund customers for Amazon's mistakes. Why would anyone risk purchasing products from Amazon knowing that Amazon does not pack products safely at the customer's expense?

I have explained several times that I cannot return any of the items because lithium from the damaged power bank leaked all over the packaging of the other items. I was advised not to touch the items, and *** told me that they would not return the package because it is dangerous to any human handlers of other packages and could cause a fire on their trucks or airline. *** also explained that the Airtags contain lithium, and they looked cracked, and that they are also leaking.

It is not ethical to disregard the dangers of the leaked lithium and lie to *** about the package to return damaged products through the mail in order to receive a refund. These damaged products and the packaging could also harm Amazon handlers if returned.
I deserve a full refund and Amazon has to stop bullying customers into unethical mailing of dangerous materials.
I need further assistance from the BBB to resolve this issue with Amazon, PLEASE!

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