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

57,580 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:12/28/2023
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.
My parents Amazon account was locked because Amazon believed there was some suspicious activity when my dad tried to buy a gift card. Because of this my parents had to reset their password and when they logged in all of their orders were gone. My mom has dozens of things to return from Christmas worth ****s of dollars and Amazon has completely screwed her out of all the return labels so she cant. Our family cant afford to lose ****s of dollars because Amazon cant get it together.
Business Response
Date: 12/29/2023
Hello ******,

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

I'm sorry to hear about the issue you faced with your account.

I'd love to assist on this, however, I wasn't able to find the account you are referring to, in your message. The account linked to the email ID you provided in the message is active and has no orders.

In order to get further assistance, kindly help us with the email ID / phone number linked to the account that was locked so that we can check and take further action.

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

We look forward to seeing you again soon.

Regards,

Himaja
Amazon.com
*****************************
Initial Complaint
Date:12/28/2023
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 have been eligible for the prime discount - price was set at or about $6 something a month from $16 something a month. Amazon has been charging me for several months full price. They're trying to say that I have the wrong billing address on file and that's why the discount price could not be charged, yet they admitted to me (on their recorded call today 12/27/23, began at approximately 3:35PM PST) that they have been billing me full price since August 2023 through current date of December 2023. Interesting how they can bill me for more without any "wrong billing address" issues, yet they can't bill me for less. Based on this evidence (the recorded phone phone which backs up my claims stated herein this message), there's probable cause to believe that they have been taking advantage of me financially when they shouldn't have. Furthermore, I asked the representative on the phone if they tried to contact me and she said no and in fact an email was never sent to me regarding a price increase. I am due the discount & want the price adjusted from the date I became eligible which was probably about a year ago to current. I should be refunded the difference. I don't want an apology. I want my money back that they stole from me!
Business Response
Date: 12/29/2023
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.

Id like to first offer my sincerest apologies to you. While Im incredibly sorry to learn of your experience, I want to genuinely thank you for your diligence in pursuing our attention to take a serious look at what youve reported.

I've reviewed your account linked with e-mail address you contacted us, however this account do not have active prime (Cancelled on June 21, 2022).

I understand that you are concerned about prime charges, please write back with e-mail address of the account which you are referring to so we can review and assist you further.

We look forward to seeing you again soon.

Regards,

Sahitya
Amazon.com

*****************************
Initial Complaint
Date:12/28/2023
Type:Customer Service 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's policy states, as per ********** law, Amazon is supposed to haul away old mattresses with the purchase of a new mattress. Other than the information listed on their "prepare for delivery" page (found here: ************************************************************************************), this information is nonexistent. I spoke with SEVERAL CSRs via phone and chat and not a single CSR knows any information on the mattress haul away policy. I was transferred at least 6 times and hung up on twice.This is extremely strange considering that this law has been in effect since 2021. How does not a single human know what's happening?Customers shouldn't have to play "hide and go seek" when making purchases. With technology, I know one of your software engineers can create a simple code to get this scheduled at checkout--just like the software engineers made sure to add the recycle code fee for $10.50. Also, train your CSRs! This should not be rocket science at all. Do better, seriously.
Business Response
Date: 12/28/2023
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 reviewed your complaint and apologies for the inconvenience you have experienced regarding mattress haul away policy of Amazon.com

For new mattress products sold by Amazon.com and shipped to customers in **********, Amazon offers customers the option to have their corresponding used mattress products picked up for recovery, at no additional cost. The mattress is subject to inspection prior to removal for any contaminates which could lead to an extra charge or inability to remove mattress.

If you have purchased a mattress, futon mattress, or box spring from Amazon.com with delivery to a ********** address, and you did not select or receive a pick-up of your used mattress product, please contact us to review your order.

The concerned team is available by Phone or Chat every day between 5:00 a.m. to 9:00 p.m. Pacific time.

You can reach out to concerned Amazon Home Services Customer Support by phone or chat directly by selecting the Contact Us option during business hours:

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

Alternatively you can request a call back through below link during the hours of operation of concerned team :

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

We look forward to seeing you again soon.

Regards,

******************************
Customer Answer
Date: 12/31/2023
I followed all the steps that Amazon asked me by reaching out to customer service again to no avail. This is a nightmare! No one, not even the person who responds to BBB complaints knows whats happening. Please see messages attached. At this point, I would like to monetarily compensated Amazon refuses to follow the law. ************ make a ticket about my issue. Here is the reference number: V1180594111
Business Response
Date: 01/09/2024
Hello,

Thank you for writing back to us. I've provided the BBB with a copy of this message.

Our team has tried to reach out to you on call but were unable to reach out to you.

The concerned team is available by Phone or Chat every day between 5:00 a.m. to 9:00 p.m. Pacific time.

You can reach out to concerned Amazon Home Services Customer Support by phone or chat directly by selecting the Contact Us option during business hours:

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

Alternatively you can request a call back through below link during the hours of operation of concerned team:

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

Have a great rest of your day.

Regards,

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

Complaint: 21063933

I am rejecting this response because:
They didnt attempt to call me until AFTER I cancelled my order. I tried to reach out to customer service via chat and phone like the Amazon BBB rep stated for me to originally do and Iwas redirected and hung up on to no avail. I would like my mattress order reinstated (the the discount I received) and my old mattress hauled away.

Sincerely,

*********************************
Business Response
Date: 01/23/2024
Hello,

Thank you for writing back to us.

We checked with our internal teams and unfortunately we are unable to reinstate the order and request you to reorder the item.

I hope you understand our limitations.

Regards,
******************************
Initial Complaint
Date:12/28/2023
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 recently placed a large order for my babyshower on Amazon. Due to pregnancy related complications, I was hospitalized for a few days which turned into me having to cancel the celebration. Once I recooperated enough, I set to enter returns for all the items that were set to have been used for the event that were never used due to circumstances. As returns are being scanned in, they are being scanned in improperly which is affecting my refund total. I have been dealing with Amazon back to back for a week now because everytime I call to get an update or to get an issue fixed they keep giving me the run around. I am continuosly getting transferred and nothing is being resolved. No one is being held accountable for their mistakes and the only response I'm getting is either give it a month to give the items some time to get scanned in or their saying because it was one ** code it was counted as 1 in qty I have numerous screenshots of these conversations and screenshots of all the ** Codes clearly showing the correct qtys associated to them and their not just (1). These are hundreds of dollars that their making me as the customer wait for even longer all because their return facility didn't properly scan their returns. This has already happened to TWO returns so far and I'm afraid it'll happen to more which is why I tried to be proactive and make them aware of the situation and I'm just being brushed off!One order ending in **** should have had a refund amount of $58.60 for 4 items yet I was only refunded $14.65 which represents 1 out of the 4 Another order ending in **** should have had a refund amount of $223.16 for 14 items yet I only received $15.94 which represents 1 out of the 14
Business Response
Date: 12/29/2023
****************,

I'm Sahitya 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.

Id like to first offer my sincerest apologies to you. While Im incredibly sorry to learn of your experience, I want to genuinely thank you for your diligence in pursuing our attention to take a serious look at what youve reported.

I understand that you are concerned about refund for returned items from orders **** and 9025.

I've reviewed both orders and see $48.87 was refunded on Thursday, November 30, 2023 for Emart Backdrop Stand and $14.65 was refunded on December 26, 2023 for 1 x Lann's Linens from order ****.

2x $15.94 were refunded on December 27, 2023 for Gee Di Moda Tablecloth from order 9025.

Once the carrier has received your package, it can take up to 30 days for us to receive and process your return. Check on the status of your return by visiting:

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

You can find information about returns and refunds by visiting: *******************************************

If you don't hear from our ************** by January 20, 2023, please contact our support so they can assist you further.

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

Regards,

Sahitya
Amazon.com

*****************************
Customer Answer
Date: 01/04/2024

Complaint: 21063904

I am rejecting this response because:
I have repeatedly told Amazon that the package was indeed received already. The problem was on their end where the package was miscounted and their still not understanding. They tried emailing me this same explanation and I have attached my response. In addition, this SAME problem has now occurred with 3 other returns totaling 4 returns that have been miscounted and so the refund amounts are incorrect and I shouldn't have to wait almost two months just to receive a refund when I did everything correctly on my part as the customer

Sincerely,

*************************
Initial Complaint
Date:12/28/2023
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.
On 12/27/2023 I received a refund from Amazon which was supposed to be added to my gift card balance, at 1st $65.99 showed up on my gift card balance, but while I was on Amazon customer service the representative didn't activate the gift card claim code. After 40 minutes, no supervisor would intervene, my gift card balance is showing $65.99 but I have no way to access it
Business Response
Date: 12/29/2023
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 see that you've contacted as you're unable to access your gift card balance.
On checking, I see that the gift card for $65.99 is used and it is applied to the Order#***-7132650-7061055. The current gift card balance on your account is $0.00. You can view your balance and usage history in Your Account here:

*************************************************
Also, please know after you're refunded to gift card balance, your gift card balance will be automatically applied to your next eligible order and you don't need to enter any code to use it. If you don't wish to use your gift card balance, you'll see an option to choose whether you'd like to "Use your Gift Card or Promotional Balance" on the "Select a payment method" page. Any unused gift card balance will remain in your account until it's applied to an order. This option is not available for 1-click orders.
I hope this helps. Please feel free to contact us directly by replying to ***********************************************, if we can be of further assistance.
Regards,
*******
Amazon.com
***********************************
Initial Complaint
Date:12/28/2023
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 purchase an item that was not well made and missing parts Amazon send Pilot to pick it up they received the item and I been told I will be getting my refund for 1 month and I dont get it every time I called they tell me something else even tough the refund was approved
Business Response
Date: 12/30/2023
Hello ******,

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

I am sorry to hear about the issue you faced with the 'Manhattan ************************* purchased on our website.

I understand that you returned the above item and are looking for refund on the same.

To help you with this, I've successfully issued a full refund worth $456.85 to your original payment card. Please allow your bank 5 to 7 business days to process the same and update your account.

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

Please rest assured that your issue is now resolved

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

Regards,

Himaja
Amazon.com
*****************************
Customer Answer
Date: 12/30/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

***********************
Initial Complaint
Date:12/28/2023
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 offers no way to contact a human customer service on their website. That is my first complaint as it seems every business should allow you to contact a human being, but I assume that this is just a poor business practice and not anything criminal. I initiated a return of two items, from different orders, that came in the same package. The instructions stated that the only free way to return my items to Amazon was at the *** Store in the package in which the items came. When I brought the items to the store, I was told by the store employee that the *** store could not put both returns in the same bag and I would either need to package one of the items myself or purchase a bag to ship the second item, which cost $3.15. After finding the Amazon customer service number online (not on **********************'s website), I was given a refund.Here is where something doesn't seem right: via amazon.com on my phone or computer, the only method of returning my items marked as having "free returns" is the *** Store, 30 miles away. Every once in awhile, I am offered to return the item for free to Staples, which is 5 miles away. It is never an option to take the items back to ******, which is also 5 miles away. I have spoken with others in the area who are offered their free returns to ****** frequently if not every time.Is it possible that Amazon is not presenting the most convenient return option to discourage me from making returns? I believe so, and I wouldn't blame them, if they stated this on their website. There is nothing of the sort stated on their website under their return policies. Does this constitute any kind of malfeasance on their part?
Business Response
Date: 12/29/2023
Hello Mark,

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

I am sorry to hear about the issue you faced with the return of the items you purchased on our website and also to contact our customer support.

Returns are mostly free however, based on the nature of the item, reason and method used for return, and the seller of the item, returns are sometimes charged.

For more details about returns and return shipping costs, please review the following link:
************************************************************************************

Further, you can always contact us through your Amazon profile. To do so, go to "Amazon Customer Service":
*****************************************
.
In case you wish to receive a call back, you can request a call back by providing your contact number in the chat service.

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

Regards,

Himaja
Amazon.com
*****************************
Customer Answer
Date: 12/29/2023

Complaint: 21063727

I am rejecting this response because:
- My items were both listed as having "free returns" via the Amazon website, yet I had to pay because *** would not ship two returns in the same box in which the items came, as directed on the Amazon website.
- This email did not address why I am not given the option to make returns at ******, which accepts Amazon returns and is 25 miles closer than the *** Store, which is the list common option I am given.
- There is no text/button giving Amazon users the option to speak with a customer service representative on the customer service website linked in the reply email, as far as I can determine.

Sincerely,

*********************
Business Response
Date: 01/05/2024
Hello Mark,

I'm Himaja from Amazon.com. Thank you for writing back to us. I've provided the BBB with a copy of this message.

I understand your concern about returns being free and the return options available for the item.

Return carrier options are provided based on the nature of the item. However, for most of the items, *** drop off and pick up options are available. Other return carriers are available for selected items.

Further, you can always contact us through your Amazon profile. To do so, go to "Amazon Customer Service":
*****************************************
.
In case you wish to receive a call back, you can request a call back by providing your contact number in the chat service.

I realize you're upset, and I regret we've been unable to address your concerns to your satisfaction. However, we'll not be able to offer any additional insight or action on this matter.

We appreciate your business and hope to have the opportunity to serve you again in the future.

Thank you for your understanding. We hope to see you again soon.
Regards,
Himaja
Amazon.com
*****************************
Customer Answer
Date: 01/08/2024

Complaint: 21063727

I am rejecting this response because:
I want to reiterate that the information they are providing does not address my concerns.

There has been no valid explanation as to why I have not been able to return items to my local ****** in the past two years while others in my area are able to do so for a range of items. Amazon has systems and processes for returns, I understand that. What I am saying is the process has excluded me from having a more local, convenient return option and I would like to know why and more importantly how I can change that.

And I also understand that I can chat with an automated service and then request to chat with a human or leave my number. I would like it to be known that I find these options unacceptable. Amazon should offer a phone number or a place to leave my phone number; users should not have to accidentally stumble upon being able to leave their phone number for a call back or have to file a Better Business Bureau complaint to find out this information.
This all could have been avoided by Amazon having a readily apparent place to leave feedback and a check box to want to be contacted in response to the feedback left.
As long as Amazon customer service continues to not directly address my issues, I will continue to not accept their responses.

Sincerely,

*********************
Initial Complaint
Date:12/28/2023
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 placed an order on Amazon for a gift and it wouldn't be delivered in time so I canceled the order within two hours and received email confirmation that it was successfully canceled. Amazon is refusing to refund me for the item and they are saying that it was shipped and I refused the delivery which is not true. I have called Amazon about 6 or 7 times now trying to get this resolved and unfortunately I haven't been able to. All I want is a refund for the money I'm owed for a product that was never received nor delivered to my home address.
Business Response
Date: 12/29/2023
Hello *****,

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

I am sorry to hear that you haven't received on your cancelled order.

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

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

We look forward to seeing you again soon.

Regards,

Himaja
Amazon.com
*****************************
Customer Answer
Date: 01/02/2024

Complaint: 21063689

I am rejecting this response because: I received an email from Amazon asking for an order number which was 112-0721151-5589025. I emailed them back with the following response on 12/29/2023 and as of today, 1/2/2024, I have not received a response from Amazon:
Good morning,

The order number for the item that was canceled and never received is 112-0721151-5589025. It was a *********************** Crossbody Bag and I placed this order on September 6, 2023 and due to it not being delivered by the time I needed it for a gift, I canceled the order within 2 hours. I did receive notification that the order was successfully canceled but the charge is still on my credit card. I've spoken to many supervisors and filled out an incident report and I haven't received any help. The last person I spoke to was very rude. I was told by one supervisor that they could see it was sent back but the refund had not been processed yet. I was told by another supervisor that she was told she couldn't refund the amount due to me rejecting the delivery. This is not true as it was never delivered in the first place since the order was canceled. Either way, a refund should still be given as I never received this item.

I hope you can help with this matter as I have been unable to get this resolved and it's unfortunate that anyone should have to go through this much trouble for a refund, especially when being told that Amazon is aware I don't have this item.

Sincerely,

***********************
Business Response
Date: 01/08/2024
Hello *****,

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

I am sorry to hear about the issue you faced with the item '*********************** Jet Set Travel Medium Logo Crossbody Bag' purchased on our website.

Upon reviewing, I've successfully issued a full refund worth $90.36 on your order January 4, **** to your original payment card. Please allow your bank 5 to 7 business days to process the same and update your account.

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

Please rest assured that your issue is now resolved

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

Regards,

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

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

***********************
Initial Complaint
Date:12/28/2023
Type:Customer Service 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 12/15/2023, at around 2:15am in the morning, I received eleven (11) automated "Thank you's" from amazon.com for reporting product reviews - I was neither awake, online, nor did I perform this. No information was given as to what products were reviewed, etc. Two days later, on 12/17/21, without any other warning or previous "infractions" they falsely claim I committed, Amazon informed me that all ***** years of my legitimate product reviews had been removed because I had "repeatedly posted content that violates our Community Guidelines," and that my Prime account of nearly 15 years had been limited, i.e., they had "removed [my] ability to participate in Community features." As instructed, on 12/15/23, I called **************** and explained this was an inaccurate assessment and that I wanted my account reinstated - several of the service people hung up on me for no reason, but finally one promised me a call back from "Security" in 48 hours. After 3 days and no email or call from anyone, I called again and was faced with ineffective customer service, several hangups, and no further action from Amazon. I have sent at least 5-6 messages to their stated CS address with attachments of the original fraudulent review reports, and have heard nothing. I am a loyal and frequent Amazon customer, and I want this account brought back to full functionality, but cannot get Amazon to act on this. I am certain there was a massive system breakdown, and they *********** not prioritize or address my issues as to not admit they are having major issues - and possible breaches. I have changed my account password and established MFA due to concerns of hackers/scammers having caused this, and feel I have done everything possible to avoid further fraud, but Amazon must address this immediately.
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.

To help you with this, I've worked with our internal partner team on your request. They have confirmed that have reviewed the complaint details and taken necessary actions on your account and responded as below:

"We've re-evaluated your posting history and have reactivated your account.

Your reviews that comply with our guidelines will be gradually have been restored. Additionally though, one or more of your posts were found to be outside our guidelines.

In order to help our customers make informed choices, we encourage them to review the product and contribute information about it.

However, Community content that violate our guidelines or Conditions of Use will be removed. Please consider this a first warning.

Before submitting your next post, please refer to our Customer Guidelines:

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

Failure to comply with our policies may result in your account being banned from taking part in Community features."

As for the account, our team confirmed that your account is safe and wasn't hacked.

Thanks for your understanding in this matter and we look forward to hearing from you again soon.

Regards,

Sahitya
Amazon.com

*****************************
Customer Answer
Date: 01/09/2024

Complaint: 21063577

I am rejecting this response because:
As indicated in my attached reply to Amazon, the company has yet to explain or provide any details/evidence regarding the ALLEGED (and very untrue) accusations of my reviews being in violation of Community Guidelines. My request was a written apology and a FULL restoration of my account, but ********************** responded that it was slowing restoring some but not all of my reviews; as such, they did not meet the requirements of a reasonable or requested response, and have further injured my reputation by accusing me of a violation I likely did not commit and without any proof thereof or chance for me to appeal and/or retract or change anything they claim to be in said violation. Furthermore, I just noticed that - despite their claim to be working on restoring my DOZENS of (perhaps over 100) products reviews as a near 30-year client, not a single one prior to their unjustified removal of them has to date been restored (see second attachment); as such, how can I believe it is even being looked at or will be done? Amazon has lied to me about callbacks from "Security," and has ignored several emails or hung up on me during civil conversations simply to avoid addressing this issue. How can they be trusted to follow up on this if the BBB complaint is no longer forcing their hand? Their customer service continues to do nothing but send me stock responses and not address my many phone calls and emails, or even my BBB complaint as claimed. They will need to take further steps - personal and complete ones - as outlined for me to concede to consider this matter "closed."

Sincerely,

***************************
Customer Answer
Date: 01/10/2024
This short-cutted resolution by the BBB makes it sound as though I was at fault for not accepting the unacceptable response from Amazon and not -as is the case- that the merchant failed to resolve the issue as requested and as would be acceptable to any customer treated as unfairly as I was. I want it well noted that while the BBB attempted to moderate, it seems as though the resolution process was dropped prematurely and was ultimately more in favor of Amazon, despite them doing little to truly resolve the issue created by them or attempt to communicate in a way that is customer focused, honest, accurate or just.
Initial Complaint
Date:12/28/2023
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 refusing to refund me for items they have already received and requesting outrageous private information from me just to get my refund.
Business Response
Date: 12/29/2023
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've reviewed the complaint and understand your concern regarding the refund for returned item from Order 3002.

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

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

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

We may also request additional information before granting your request. Amazon takes all security-related matters very seriously and your account security is our top priority.

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

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

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

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

Regards,

Sahitya
Amazon.com

*****************************
Customer Answer
Date: 12/30/2023
I still have not received a refund and Amazon still requires private info such as driver license, passport to be download onto their website. If my account was under fraudulent why do they still allow me to make purchases and continue my subscription monthly? I have been with Amazon for over 20 years, and have subscribed 200+dollars monthly without any return or problem. These clothing and shoe items in dispute were return due to poor fitting and Amazon is making it difficult and confusing outrageously. If they need more time to process the refund due to high return volume over all then I'm fine with that, but don't worry or confuse me by saying "Because we noticed abnormal activity on your account, we are undertaking an investigation of your account. The first part of this investigation involves need your ID before we can proceed with your request for a refund." There is nothing abnormal about my account. They have my address, email, phone, name, and I even called them and verified through providing their verification code sent to my phone. If someone is illegally using my Amazon account, I would be the first to notice and contact Amazon, I don't need Amazon to not refund me for return items they received, which I had to travel 40 minutes to drop off at a *** store (who packed and label my return) because Amazon agents repeately told me there is not an option of printable return label so I could drop off at a CVS 10 minutes from my home.

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