Business Profile

Ecommerce

Amazon.com

Complaints

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

Customer Complaints Summary

58,592 total complaints in the last 3 years.
22,059 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:12/31/2023
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.
Received a package from Amazon. I have not ordered anything in some time. There is no invoice in the package of EarPods with no return address. I called Amazon **************** and couldnt get across to them that I want the account closed. They told me that my account is on hold, and they cant close it. They told me I had irregular purchases. They said that an Account Specialist will get back to me in 24 to 48 hours. I am very annoyed by this situation. Just want the account closed. The email account for ********************** is ***********************. com.and Amazons customer service number is ************.
Business Response
Date: 01/01/2024
Hello ******,

I'm Srilaxmi 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 hear that youve received a package that you didnt order and about the problem with your account. It is certainly not what we expect our customers to go through.

You can directly return the item to return address :

RETURNS DEPARTMENT ********** AMAZON.COM - CUSTOMER RETURNS *********************************************************-8640

Or

RETURNS DEPARTMENT **** E9 AMAZON FULFILLMENT SERVICES **************************************************************************

Or To review further on this issue, I would request you to share the tracking number or any shipping information available on the package of the item you received.

Regarding the account , I see that the account is reinstated and is active.

If you still wish to close the account, The most secure and straight-forward way to submit the request is to follow these steps:

1. Go to Close Your Amazon Account: ****************************************************

2. Sign into the account you want to close.

3. Review the products and services associated with your account.

4. If you still wish to proceed, select a reason in the drop-down menu. Tick the box next to "Yes, I want to permanently close my Amazon account and delete its data" and select "Close My Account."

Please note that the closure is permanent and afterwards the account will no longer be available to you. We will not be able to restore the account.

If you decide later that you want to start ordering from us again, or if you would like to use products and services that require an account, you will need to create a new account.

By requesting the closure of your Amazon account on any ********************** site, you'll also lose access to all the products and services offered across all Amazon sites globally where you use the same login credentials (email, mobile phone number, and password).This includes, among others, international Amazon sites (for example amazon.ca, amazon.fr, amazon.com.mx), and Audible, etc.

If you have multiple accounts, follow the provided steps for each of them to ensure that we have the correct authority to take action on each account you wish to close. A confirmation notification will be sent to the email address associated to your account or via text message. You'll need to reply within 5 days to verify your request. If you are experiencing issues with logging into the account you wish to close, visit the following Help page: ************************************************************************************

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 ,

Srilaxmi
Amazon.com
***********************************
Initial Complaint
Date:12/31/2023
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.
They closed my account without prior notice with money in my wallet, very openly communicating the deactivation of my account for an alleged violation of the Conditions of Use, which do not indicate which of these conditions had been if this were the case. I have sent emails to the address indicated and have not received a response.I want back my Amazon account to continue use my money. My Amazon account is *******************
Business Response
Date: 01/13/2024
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 01/04/2024.
Funds in your account will not be disbursed.
Sincerely,
Shiv
Amazon.com
Customer Answer
Date: 01/15/2024

Complaint: 21071793

I am rejecting this response because:

I understand that you as a company have your crisis resolutions in a mysterious and unfriendly way, but I do not understand that you retain MY MONEY, that is THEFT and will be reported. A plan for collective complaints is already being put together.

I want my money back, since I trusted you to make purchases and send my money to your wallet, which I now see was never mine, but yours.

Sincerely,

***** ***************
Initial Complaint
Date:12/31/2023
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 placed on December 9, 2023 Greesum Metal Outdoor Storage Shed 6FT x 4FT, Steel Utility Tool Shed Storage House with *********** for Backyard Garden Patio Lawn (6' x 4'), ************* ***-6867397-0413010 amount paid $249.32 from AMAZON This item was to be delivered by *** in 2 boxes each having their own tracking number I received box 2 of 2 tracking number 1ZB791644277638438 on December 15 2023 and signed for box 2 of 2 I never received box 1 of 2 tracking number 1ZB791644265691625 *** has confirmed they never got box 1 of 2 I have requested a refund and Amazon is saying I received my item without box 1 of 2 I can't build the shed! so I don't have a shed and want my money back! so if I don't have the shed and they are not refunding my money in my opinion they are taking my money (stealing) no shed and no refund I can't imagine the owners of Amazon wanting their customers treated in this fashion
Business Response
Date: 01/18/2024
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 #***-6867397-0413010. It is certainly not what we expect our customers to go through.

Upon reviewing, I see that our Account Specialist has sent you an email regarding this.

Quoting the email:
"---We recently reviewed your orders and noticed that you have claimed refunds for items that you reported you did not receive.

UPS has confirmed that the shipment you reported lost was delivered to you on Friday, 15 December, 2023. As a result, we canceled the pending refund on the order ***-6867397-0413010.

To help prevent missed deliveries, verify your shipping addresses. To do so, go to Your Account and in the section Your addresses update the shipping information where applicable.

To learn more about our returns policies, go to Returns and Refunds:
www.amazon.com/help/returns---"

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: 01/19/2024

Complaint: 21071790

I am rejecting this response because: the company still refuse to address the fact that I did NOT receive ONE OF THE ***** as stated on the *** track my package ***** *********** is saying the order was delivered based on 1 of 2 of the boxes being delivered, one of the boxes has not been delivered, clearly stated again on the *** track my package, I have screenshots to show that it was never delivered, I cannot build a shed with half of an order, I have spoken to *** and on the second box they said only a label was created, it was never shipped to them! I am not satisfied because I do not have a shed nor do I have my money a refund!

Sincerely,

***********************
Business Response
Date: 02/12/2024
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 apologize that you haven't received your items from order #***-6867397-0413010. We're happy to help you further.

However, we can't take any action without first receiving the requested Incident Report. The part of the item that was delivered, needs to be returned to for a refund.

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 March 19, **** to be considered for review. Send one set of responses for each package that you didn't receive. 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. 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.

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

Najam
Amazon.com
***********************************
Initial Complaint
Date:12/31/2023
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Amazon is not accepting a refund and are requesting personal government ID despite me having the account for about 3 years and placing orders consistently same address, same name. They want ridiculous personal info so they can initiate a refund for jeans that were already returned at the store yesterday. Mind you this is the second time I returned something.
Business Response
Date: 01/01/2024
Hello *****,

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

I'm sorry to learn about the problem with refund on an item that was returned. It is certainly not what we expect our customers to go through.

For certain orders, Our Specialist team requires a government issued identity proof to investigate and issue a refund.

Please rest assured that any information provided by you, is handled according to our Privacy policy.

To review our Privacy Notice, go to "Amazon and Your Personal Information":

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

Once you submit your information, it can take up to 3 business days for us to finish our investigation.

After this time, you can contact back and we will share the status of the investigation with you and any next steps that we might need to take.

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 ,

Srilaxmi
Amazon.com
***********************************
Initial Complaint
Date:12/31/2023
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.
Hello,I am requesting a refund for an item I bought on August 14th, 2023 and returned back to Amazon.com on August 17th, 2023. Order date: Aug 14, 2023 Order # ***-8586343-0680221 Order total: $130.34 (1 item)Item ******************** Countertop Ice Maker Machine - Stainless Steel I contacted Amazon.com on 12/27/23 in regards to having the full refund issued back to my credit card in the original form of payment in the amount of $130.34 as I returned the item within 3 days of purchase for a defective item and within return period and I was denied a refund. Additionally, I was not issued a refund and Amazon.com is asking for me to provide inappropriate personal documents and information that is unnecessary to their return policy. It is a waste of my valuable time to complete excessive paperwork for a refund of money for a returned item.I have attached proof of order invoice, tracking number and of denied refund.Please help refund $130.34 back to original payment method.
Business Response
Date: 01/01/2024
Hello ********,

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

I'm sorry to learn about the problem with refund on your order #***-8586343-0680221. It is certainly not what we expect our customers to go through.

For certain orders, Our Specialist team requires a government issued identity proof to investigate and issue a refund.

Please rest assured that any information provided by you, is handled according to our Privacy policy.

To review our Privacy Notice, go to "Amazon and Your Personal Information":

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

Once you submit your information, it can take up to 3 business days for us to finish our investigation.

After this time, you can contact back and we will share the status of the investigation with you and any next steps that we might need to take.

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 ,

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

Complaint: 21071641

I am rejecting this response because:
There is proof attached to email of return sent back to Amazon.com and *** tracking on amazon of the item returned.
Please provide a full refund of the returned item.
i did not get any link asking for any additional info
I have proof of return in images. Account name and address is on my account there should not be anything else needed for an item returned within 3 days and tracking provided.
Please issue full refund.

Sincerely,

*****************************
Business Response
Date: 01/10/2024
Hello ********,

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

Upon reviewing the complaint and account details, I see an email is sent on December 28,2023 requesting to submit ID for verification process.

Because team noticed abnormal activity on your account, we need to verify your identity before we can consider your request for a refund.

The link in the email is expired as it is more than 6 days from the date the email sent.

I would request you to contact our customer service team to help you with a link to submit ID for verification process.

Once you submit your information, it can take up to 3 business days for us to finish our investigation.

After this time, you can contact back and we will share the status of the investigation with you and any next steps that we might need to take.

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 ,

Srilaxmi
Amazon.com
***********************************
Customer Answer
Date: 01/12/2024

Complaint: 21071641

I am rejecting this response because:
I did as asked and contacted customer service and the reply was they were going to give a refund as seen in customer service response attached but the company did not issue the refund and refused to issue the refund after the 24 hours requested passed.
Please issue the full refund for the returned item in the amount of $130.34.

Sincerely,

*****************************
Initial Complaint
Date:12/31/2023
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am receiving packages marked from Amazon Prime that I have not ordered. I contacted Amazon **************** and they switched me over to a website that explained aBrushing Scam. Apparantly the perpatrator of the scam plans to use my name as a user of a product and give it a rave revue. I have asked Amazon to correct this as their name is on the packages and looks legit to me. I have had no reply. At their suggestion I am contacting the BBB FTC Credit reports, MY Bank, Businesses I use, etc. I am 97 years of age so this is also preying on the elderly. I have already spent countless hours looking into this ands just want the packages to stop.. I also want Amazon to know they have lost a customer.
Business Response
Date: 01/01/2024
Hello ******,

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

I'm sorry to learn about the problem with unwanted packages being delivered to you. It is certainly not what we expect our customers to go through.

To review this issue further, we request you to please help us with the following details :

1. Unwanted package Order ID(s)

2. Number of packages and the duration for which these unwanted packages were received (Specific timelines)

3. The name and address on the address label

4. The telephone number on the address label

5. Photo of at least one shipping label (optional)

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 ,

Srilaxmi
Amazon.com
***********************************

Customer Answer
Date: 01/05/2024
I have received 2 packages. The wrapping on the first package has been trashed as I did not know what i was dealing with. This package has a number ubder a bar code 6 16450 43760 2. Product number SH171 MADE N cHINA. The second package has more info as I have the wrapping.It is in a box with Amazon iabel with Prime labeling. Return address:Jensheng Store ****************************************************. Another number 010580****49# USPS tracking # **** **** **** 5580 **** 45 There is also a large label on the side of the box with large letters (all caps) UN3091 with words For Emergencies Call *************** Under that the words Global Response Access Code:333146 I looked on line and they are listed as a ******* Grocery Store and have businesses also in *****. You can look on line and phone number is listed but I have not contacted them because then they would have more on my identity This is all the info I have on them. I hope this helps you. They need to be caught and persecuted for their criimes.
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 with the details requested.

I've reviewed the details shared however I'm unable find any shipment/package with the details.

I would request you to share a photo of the second package as it may help us to investigate further.

Meanwhile, I've forwarded the details to our concern team to look into the issue.

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 ,

Srilaxmi
Amazon.com
***********************************
Initial Complaint
Date:12/31/2023
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 ordered caffeinated chocolates from Amazon for the holidays. I have a sign on my side gate that says DO NOT deliver packages through this gate as we have dogs in the fenced in area. It says the same thing on my Amazon account. However, the package was delivered through this gate and my dogs at the chocolate. Both were hospitalized at a local emergency vet costing me a total of $6014.82.
Business Response
Date: 01/01/2024
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 extremely sorry to learn that ******** were hospitalized. I understand how upsetting it can be.

We have taken your feedback regarding the delivery of this order, however, there are no delivery instructions added on the order or on account.

You can update the address with the delivery instructions for future deliveries by editing the address in Your Account here:

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

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 ,

Srilaxmi
Amazon.com
***********************************

Customer Answer
Date: 01/05/2024

Complaint: 21071370

I am rejecting this response because:

Amazon claimed I did not have special delivery instructions on my account or my order and that is not true. I have had special instructions posted since September of 2023 to NOT deliver packages through the side gate because my dogs are in there. They ate a box of caffinated chocolate that I ordered from Amazon and they were both poisend and hospitalized for two days totalling $6014.82vin vet bills. I am a single mom and a teacher, I do not have the funds to cover this expense that was the fault of the Amazon delivery process. Please help me cover these bills.

*****************************
Initial Complaint
Date:12/31/2023
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 have been double charged for my amazon prime membership for over a year. I have tried multiple times to contact customer service to resolve this issue and I keep getting transferred to another person and hung up on. multiple reps have tried to tell me that one is an authorization charge and one is the actual charge but I have spoken with the bank and they have unique charge codes and both times the money was pulled from my account. as a disabled business owner I use amazon for both personal and business purposes. i do not know what else to do. i have had my account overdrawn multiple from this as well. i am requesting just the half I was overcharged to be returned to me, it can even be in the form of amazon credit.
Business Response
Date: 01/02/2024
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 learn about the problem with Unknown charges on your card. It is certainly not what we expect our customers to go through.

Upon reviewing the complaint and account details , I see we have charged only once per month for prime membership on your Amazon account and I'm unable to locate the other charges that you're referring to.

Since we were unable to find an account with the information you have provided, I recommend you dispute this charges directly with your bank.

To avoid any additional unauthorized charges, I also recommend asking your bank about the possibility of having the card cancelled and/or reissued.

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 ,

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

Complaint: 21071350

I am rejecting this response because: please see text file attached

Sincerely,

***************************
Initial Complaint
Date:12/31/2023
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.
**************** Issue - Order# ******************* I have been trying to resolve an issue with an order that never arrived. On September 21, I placed an order for 9 items. The order was confirmed and charged to my account. However, the order never arrived. I have been on the phone with support 6 times, contacted the seller per Amazon's request, the seller referred me back to Amazon, and I keep going in circles. On each call, rather than referencing notes from any previous calls, I am directed to contact the seller, or notified a claim will be submitted and theywill place a follow up call in thenext few days, which does not occur, and the cycle continues. When requesting to speak to a manager, I am told there is no manager to speak to regarding the manager.I am frustrated beyond belief since I still cannot get refunded. I am unemployed and need the money. I am getting red tape from every direction. It has been the most frustrating and time consuming process, since even theAmazonsite takes me in circles when trying to *********. The fact that it is now 3 months with still no resolution to this is unacceptable.Order# ***-0107023-1569866 Order Summary Item(s) Subtotal: $348.17 ******************** $0.00 AmazonDiscount: -$2.92 Total before tax: $345.25 Estimated tax to be collected: $35.70 Grand Total: $380.95 See tax and seller information Partial Refund Total Received to Date: $90.12
Business Response
Date: 01/01/2024
Hello,

A full refund for the Order amount was issued to the payment method used to place the order 113-0107023-1569866.

Sincerely,
Customer Answer
Date: 01/02/2024

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.
I do not understand that why the only means to receiving this refund was through a complaint to the BBB, while the multiple calls to Amazon's customer support did not move the resolution forward at all. Satisfied the refund was issued. Extremely dissatisfied with Amazon and it's support.

Sincerely,

*************************************
Initial Complaint
Date:12/31/2023
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.
Made a Prime order, with 2-day shipping, on 12/26/2023. Received notice on 12/28/2023 that one item was not going to show up until 12/30/2023. I contacted customer service, via chat, at ******* as the order was for 2-day shipping. Agent ****** advised me that it was correct, the order was late. Asked to cancel my Prime membership, as I did not see the point in paying for 2-day shipping when it takes just as long as the free membership. Was told at 12:59PM that they can not cancel the membership and I would have to do it myself after I received the order. The remaining 3 items on the order were scheduled to be delivered on the 28th. The time then changed for those items multiple times. Contacted customer service at ****** and was told by agent Atul that Yes, it will be delivered to you by 10PM. The package was not delivered. Contacted customer service at ******* and was told it would arrive Jan 3. Was told by agent ***** at 10:18PM I would be issued a $30 gift card as a token of apology in the next 3-5 hours. The morning of 12/29 the gift card had not been issued and no deliveries made. Contacted customer service at ****** and was quickly disconnected by agent ******* and then passed to ******. Called and spoke with an agent and was told that the offer of a $30 gift card was against company policy, and they would do an internal complaint against the agent. I was told to call back after I received all of my order and I would receive $5 compensation for all the trouble.
Business Response
Date: 01/01/2024
Hello ********,

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

I'm sorry to learn about the problem with the delivery of your order and the unpleasant experience when you contacted our customer ******************** team. It is certainly not what we expect our customers to go through.

Please rest assured that previous conversations will be reviewed and if your query wasn't handled efficiently, our colleague will be coached accordingly.

I have reviewed the complaint and order details , I see that the items are delivered 1 day later than Guaranteed Delivery Date.

As a goodwill gesture and to make up for the inconvenience caused, I can issue a $10 gift card to your account, which can be used against your next order with us.

The gift card refund will be issued instantly as soon as I receive confirmation from you.

Once again, we apologize for the inconvenience this situation has caused you.

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 ,

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

Complaint: 21071212

I am rejecting this response because: I was told, at 10:18PM, by customer service agent *****, that I was being issued a $30 gift card. Transcripts of chat attached, for verification, to match your records you have of the chat as well.

Sincerely,

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

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