Business Profile

Ecommerce

Amazon.com

Headquarters

Complaints

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

Customer Complaints Summary

58,006 total complaints in the last 3 years.
21,692 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:12/26/2023
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 Dec 20 I ordered three $200 **** gift cards for same-day delivery. The recipient was watching for the delivery and it didn't arrive. Checked the tracking, and the items were listed as "Delivered" to a mail room. The apartment complex does not have a mail room and there was no photo proof of delivery. Contacted Amazon the same day and was told that it was just marked delivered too soon, and that it should arrive by 4 pm the next day. It didn't.Contacted them again on Dec 21, told that they would transfer me to the relevant team, not to worry, they would take care of everything, the team would be in touch asap. No one got in touch except for a form email with a link to the website's customer service chat, where I had to start all over.Contacted them again on Dec 22, asked if they could cancel the cards and refund the money, since the cards had obviously either been misplaced at best or stolen at worst. Told that a "gift card specialist" would contact me and help with a refund. No one contacted me.Contacted them again on Dec 23. Finally I was told they'd submit a ticket to refund all 3 gift cards, and it would be credited within ***** hours, "no need to worry!" The next day I got an email saying that because "the cards were sent successfully," they would NOT provide a refund.Contacted them AGAIN on the 25th and was told that 1) oops, the previous agent hadn't actually started the ticket for a refund but also 2) now they couldn't process a refund because their information shows "this card has already been used." Which card? I asked. There were three. Oh, all three have now been used! So after dragging their heels for days, it's out of their hands. How convenient. Amazon failed to deliver a package worth over $600, Amazon didn't keep track of where the package was or document where it was left, Amazon repeatedly refused to take any action when notified. A quick ****** shows they pull this scam on people a lot and just expect the customer to take the loss.
Business Response
Date: 12/27/2023
Hello ***************************,

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

I've reviewed your email regarding the delivery of your 3 **** gift card items for $200 each from order #***-9364770-6369033 & #***-9589689-9183453.

Upon reviewing I see that our specialist team have already done an investigation on the delivery of these 2 orders containing the 3 **** gift cards and they have stated that the Amazon.com Gift Card you ordered was successfully sent and hasn't been returned to us as undeliverable.

If you'd like to see whether your recipient has redeemed the gift card, locate the gift card order on the page linked below and look for the "Status" of the gift card:

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

More information on viewing and using redeemed gift card funds can be found on our Help pages:

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

We will not be able to provide a refund as these are delivered as per our team's investigation into these orders and confirmed that they delivered to the address provided.

However, we won't be able to provide any further information apart from this.

I hope this helps! Have a great week ahead!
Regards,
****************
Customer Answer
Date: 12/27/2023

Complaint: 21058040

I am rejecting this response because: This is a form letter that contradicts prior communications and doesn't resolve any of my complaints. The cards were not delivered, and Amazon has not produced any proof that they were delivered. I reported that the cards hadn't been delivered as soon as they missed the delivery window, and was repeatedly told to wait because "they'd just been marked as delivered too soon" or might be with my neighbors, etc. At no point did Amazon have any idea where the cards were (or make any attempt at locating them). Their carrier marking "delivered" counts for nothing since they clearly can mark a parcel "delivered" at any time with no evidence or verification.
They are also at fault for failing to cancel and refund the gift cards when notified of the problem.
Sincerely,

***************************
Initial Complaint
Date:12/26/2023
Type:Order Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased a couple items through the Amazon app. I no longer needed the items so I sent them back. Amazon does not want to refund me back nor send the items back.
Business Response
Date: 12/27/2023
Hello *********************************,

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

I've reviewed your email regarding the refund for 2 items returned from the order #***-0119474-7626676.
To assist you with this issue, I've issued a refund for the following items as requested to your payment method:

3 x WEIERYUE Artificial Wedding Arch Flowers Kit(Pack of 3),2Pcs Artificial Flower Arch Decor,1Pcs Sheer Drape for Wedding Ceremony Arbor for WeddingCeremony (Burnt Orange Wedding) refunded for $164.58 to your original payment method and another refund

3 x WEIERYUE Artificial Wedding Arch Flowers Kit(Pack of 3),2Pcs Artificial Flower Arch Decor,1Pcs Sheer Drape for Wedding Ceremony Arbor for WeddingCeremony (Burnt Orange Wedding) refunded for $164.58 to your original payment method.

A total refund of $329.16 issued for these items.

I hope this confirmation helps! Have a great week ahead!
Regards,
****************
Initial Complaint
Date:12/26/2023
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.
Order # ***-2256819-9018659 Date of Transaction: December 1, 2023 Amount : $249 (not inclusive of what I paid for the rest of the items in that order ) All the items from my order were delivered , but somehow they decided to flag one item from the order as suspicious or fraudulent ( the Meta Quest VR Headsets) ? How is that making sense ? They locked my account, deleted that item from my history and even my invoice , and they made me reset my password. Considering that I paid for this item along with all other items on that order , there was absolutely no reason to delete it from my account . Why wipe my purchase history clean? Why obliterate any trace of an item I've already paid for? How is that even legally plausible?I want them to know the details of this so-called "suspicious" activity that made them delete one item from my order but in fact all other items were conveniently delivered without a hitch.Ive contacted their customer service guys multiple times , but they seem to be lost on whats going on. I need an explanation. What was this suspicious activity that made them delete this specific item from my order ? Why did they end up delivering all items but this specific item ? I need answers ! I they need to fulfill the order or refund my money . Ive been patient long enough
Business Response
Date: 12/27/2023
Hello ********************************************,

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

I've reviewed your email regarding the cancellation of the item "the Meta Quest VR Headsets" from order #***-2256819-9018659.

Upon reviewing I see that our account specialist has already reinstated your account to the former status and is currently active and moreover the items from this order have all been delivered except for the Meta quest item.

I see that this item was canceled based on the fact that our team was unable to authorize the payment for this item and it got declined as well and we sent out an email stating the payment was declined for this item on Tuesday, December 5, 2023 at 8:37 PM (PST).

Our team found the activity of your account changing the password of your account multiple times over the few days and they flagged it as suspicious activity and had to *********** for the safety of your account so that we can contact you to get this fixed and make sure no one else is accessing your account, this is part of our security for your account.

However, we won't be able to provide any further information apart from this.

I hope this helps! Have a great week ahead!
Regards,
****************

Customer Answer
Date: 01/03/2024
I was away for the holidays, and unfortunately, I couldn't check my emails so Im only seeing the response from Amazon now.

Their response is unsatisfactory. It resolves nothing , and they are not being fully transparent.

1. Yes , my account was reinstated after I was forced to change my password because somehow my account got flagged
2. Yes, the rest of the items from this order were delivered but the Meta Quest? Where is it? Or where is my refund ? Because deducted money from my account. And why is there no record of it anywhere in my account ? Not even on my cancelled orders?

3. They say that this item was canceled based on the fact that their team was unable to authorize the payment for this item and it got declined as well and they sent out an email stating the payment was declined for this item on Tuesday, December 5, 2023 at 8:37 PM (PST). BUT, the very next day , i redid the payment, and it went through on their end. They even confirmed it and started shipping out my orders. They deducted the full amount of my entire order which was inclusive of the Meta Quest. I never received any email of any sorts to indicate that they payment of the received was for everything else apart from the Meta Quest. Furthermore , if they payment declined , why did they end up delivering everything else?

4. Fine if they say my account got locked because somehow there was suspicious activity on my account, what does that have anything to do with the Meta Quest ? Why delete it like it never existed ? Including on my invoice? Something is very dodgy here.
Customer Answer
Date: 01/03/2024
I was away for the holidays, and unfortunately, I couldn't check my emails so Im only seeing the response from Amazon now.

Their response is unsatisfactory. It resolves nothing , and they are not being fully transparent.

1. Yes , my account was reinstated after I was forced to change my password because somehow my account got flagged
2. Yes, the rest of the items from this order were delivered but the Meta Quest? Where is it? Or where is my refund ? Because deducted money from my account. And why is there no record of it anywhere in my account ? Not even on my cancelled orders?

3. They say that this item was canceled based on the fact that their team was unable to authorize the payment for this item and it got declined as well and they sent out an email stating the payment was declined for this item on Tuesday, December 5, 2023 at 8:37 PM (PST). BUT, the very next day , i redid the payment, and it went through on their end. They even confirmed it and started shipping out my orders. They deducted the full amount of my entire order which was inclusive of the Meta Quest. I never received any email of any sorts to indicate that they payment of the received was for everything else apart from the Meta Quest. Furthermore , if they payment declined , why did they end up delivering everything else?

4. Fine if they say my account got locked because somehow there was suspicious activity on my account, what does that have anything to do with the Meta Quest ? Why delete it like it never existed ? Including on my invoice? Something is very dodgy here.
Business Response
Date: 01/11/2024
Hello ********************************************,

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

I'd like to inform you that the Meta quest item was canceled from that order #***-2256819-9018659 because we failed to obtain the authorization from your bank to charge that item.

Regarding why the item is not reflecting in your canceled orders, because it is part of an order which was delivered to you, meaning it won't reflect in your canceled orders because the other items in that order are delivered.

However, we won't be able to provide any further information apart from this.

I hope this helps! Have a great week ahead!
Regards,
****************

Customer Answer
Date: 01/11/2024

Complaint: 21057986

I am rejecting this response because:
Let me start from the top because I dont know where I am being misunderstood.
Again, My order is #***-2256819-9018659

On 1st December 2023, I placed an order of multiple items worth $550.59. Among these items, there was a Meta Quest **. Please find attached an invoice with all the items that I had placed in my order.

Amazon tried to deduct my card on 5th December 2023. However, there were problems with the card I was using. Payment did not go through. I was informed by Amazon to update my payment method in order for the order to go through. On 6th December 2023, I updated my payment method by changing the card that was to be charged. I used my Cousin's ******** Debit card. Payment went through with this card. His account was debited with the sum of MK992,163 (******** currency). Please find attached a screenshot of the transaction from his bank statement. The exchange rate of USD to ****** Kwacha is about *****. From the money that was deducted, it was clear that the payment was for the whole invoice sum of $550.59.

I received notification from amazon that my order had been paid. All the items in my order were scheduled to be delivered. Initially, the Meta Quest ** indicated that it was scheduled to be delivered on 8th December 2023. Please find attached screenshot to that effect. Later on, the delivery date for the Meta Quest changed to *****th December 2023. Please find attached a screenshot of the email sent by you (Amazon) notifying me , and apologizing for that delay. Why did you send this email instead of one saying that the payment ? It doesnt make sense at all. You guys always send an email when a payment has failed . There is no record of one . I did not receive any at this point . By 13th December 2023, everything in the order had been delivered except the Meta Quest.

On 13th December I received an email that my Amazon account had been blocked because some people tried to access it. I was advised to change my password. When I changed my password and logged back in, I found that my pending delivery for the Meta Quest had disappeared. When I checked my history, there was no trace of the Meta Quest. I tried to check my invoice , that option was suddenly not working , unlike before , all I managed to see was the total of the invoice but not the specifics of the items. And when I checked that total , it was no longer $550.59 but $286.03 which was the total for only the items which had been delivered, and they excluded the Meta Quest **. This is despite the fact that I was charged a whole total of $550.59. Somehow any trace of the ** had just disappeared from my account. Please find attached a screenshot of the strange invoice total. It was as if I never ordered the Meta Quest at all. But I did and it was paid for and was scheduled for delivery. I do not understand why and how this would happen. Amazon should be able to check the payment that I made on 6th December. It was for $550. If you check the items which were delivered, it was for items worth less than $260. This is because the other amount was for the Meta Quest. Why do you keep saying I was never charged for it ?

Please please please , I need a refund of the money paid for the Meta Quest or Amazon should proceed to deliver the Meta Quest. Your records should be able to show all this. At least the payment part should be telling.

I have included all the screenshots and any attachments I could find .

Sincerely,

********************************************
Customer Answer
Date: 01/12/2024
I forgot to attach these 2 screenshots when I was replying earlier. One is a screenshot from a bank statement showing the amount which was deducted for the order . The amount is showing in ****** kwacha thats why I have also attached another document to reference the currency exchange rate conversion.
thank you .
Business Response
Date: 01/19/2024
Hello ********************************************,
I hope this email finds you well. I'm writing this email in response to the previous email I've sent.
I've got a response from our payment's team and they have responded and stated that an Authorization for (order total amount) $550.59 [USD] was placed on 2023-12-06 *********** ending in ****).
The available balance on the card was only $286.03. Auth for $264.56 [USD] was cancelled on 2023-12-13.3 Authorization attempts were made on 2023-12-13 for the balance amount of $264.56 [USD] on 2 different cards *********** ending in ****************************** ****) but they were all rejected due to insufficient balance.
In this case our team has suggested to verify your cards' international spending limit with your bank and place another order for the items which were cancelled.
However, they won't be able to provide any further information apart from this.
I hope this helps! Have a great week ahead!
Regards,
****************
Customer Answer
Date: 01/23/2024

Complaint: 21057986

I am rejecting this response because:
I have checked with the Bank. They have advised that the payment for the whole amount of $550.59 was successful on 6/12/2023. They said the payment request was for the whole amount of $550.59, therefore, they could not have made partial payment of $286. The Bank has indicated that the deduction of MK992,163.18 was for the payment of the whole $550.59.

The explanation from the Bank seems more reliable. It fits well with what was happening at the time. I would kindly request your team to consider the following:

1. Is it possible for Amazon to deduct an amount less than the invoice amount? What basis would be used if a lesser amount is being deducted? My Bank says this is not possible. The invoice amount was for $550.59 as you can see from the attachment. This whole amount was deducted from card ending with ****. Any no point did you communicate anything contrary to this. At all .

2. The Bank ended up deducting an amount that was exactly equivalent to $550.59. Not a ***** less. If the payment that went through on 6/12/2023 was for $286.03, the deducted amount from card ending with **** would have been around MK515,000 and not MK992,163.

3. The moment the Payment went through, Amazon confirmed the order. The whole order for $550.59. Is it possible for Amazon to confirm an order when payment has not been made? There is no single moment when Amazon communicated to me that part of the payment failed after the transaction was successful with card ending ****. Please find attached a screenshot of the only email that I received communicating failed transaction. This was in respect of a different card and it was before I used the card ending with ****.

4. How come there is no single communication of a failed transaction? You ALWAYS communicate when a transaction has failed. And rightly so, you communicated with the other card . So why is there no communication of such with this other card when allegedly only a part payment was made. The only communications that you emailed me after that transaction went through were confirming the whole order and all the items were scheduled for delivery. With specific dates of delivery. You even send one apologizing for the delay in shipping the *** and you moved the delivery date to another day . Why would you communicate of such but fail to say a transaction has failed. How is that even making sense even to you ?

5. I ordered my VR together with a Totu cable for the Meta Quest VR. This cable was delivered. How is this possible?

6. My Bank has also advised that the forex limit for the card ending with **** is $2,000. It is therefore not possible that a transaction for $550 would have failed. Perhaps it is the first card that I had used which had forex limit and that is why it failed.

I kindly request that this issue should be investigated further. Alot of things do not add up. I don't know if it would help, but the reference number for my Bank payment was "FT23340S44YJ/BNK" and the description was "AMZN Mktp US Amzn.com b". Please find a PDF statement for the account attached to card ending with ****. The Amazon transaction is item number 3 in that document. The amounts shown are in ****** Kwacha. I have also attached a picture of the card which was used.

Sincerely,

********************************************
Business Response
Date: 01/24/2024
Hello ********************************************,

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

1. I'd like to inform you that when you placed the order we initially took an authorization for $550.59 for the whole order on Dec 6, 2023.

2. On Dec 12, 2023, we were unable to charge for the Meta quest because it got canceled and we could only charge for the rest of the order for $286.03.

3. We only charged for the rest of the order and not the whole order and we only confirmed the rest of the order but not the meta quest as it was canceled. We initially tried to charge you card ending **** but it was declined and we charged your payment method ****.

4. On 13 Dec, 2023, we tried to charge the meta quest on **** again but were unable to do so due to decline and it eventually got canceled as there was not authorization received from your bank.

5. The Totu cable was not included with Meta quest as it was with other items and it got charged and went through for delivery.

6. Even if you have set a forex limit on your card, we couldn't get an authorization for the meta quest charge. 3 Authorization attempts were made on 2023-12-13 for the balance amount of $264.56 [USD] on 2 different cards *********** ending in ****************************** ****) but they were all rejected due to insufficient balance.

As stated earlier, In this case our team has suggested to verify your cards' international spending limit with your bank and place another order for the items which were cancelled.

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.
Regards,
****************
Initial Complaint
Date:12/26/2023
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.
Orders 114-2123013-7300256 and 114-0698280-8318664 for Rattan e-bike were ordered on 12/11 for $411, marked as shipped on 12/12 and credit card charged. However, Amazon never had this in inventory. I contacted them via chat around the 20th and they assured me that it was shipped and that I would be getting it, even though other people online reported this as amazon inventory issues. Sure enough, it was an inventory issue and it has been refunded. However, it is against policy to charge to credit card before the item is shipped (there literally never was any shipment), and their shipment tracker showed false information that it was shipped and arrived to the carrier. I have contacted them 3 times since asking for additional credit beyond the refund to purchase the e-bike. Today, when I contacted them, their chat interface kept transferring me and then eventually disconnected me. The Rattan now shows as $899. I am requesting $488 (which does not include tax and shipping as well as the additional battery advertised) for each bike, so total $976. According to online forums, they have given his credit to others in the past. Amazon made the following errors: charging before actual shipment, inventory error, tracking error, false reassurance, delaying response, ignoring customer support, keeping payment for over 10 days, etc.
Business Response
Date: 12/27/2023
Hello *****,

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

I've reviewed your email regarding an order placed on our website.

Upon reviewing I can see that the refund has already been processed for the order which is the best resolution available for the order.

I have also forwarded a relative feedback to our business team regarding your experience and they will be reviewing this further.

However, we won't be able to provide any further information apart from this.

Requesting you to understand our limitations here.

I hope this helps! Have a great week ahead!

Regards,

Vishal
Amazon.com
*****************************
Customer Answer
Date: 12/28/2023

Complaint: 21057738

I am rejecting this response because:
*************************************************************************************************************************************************************************************************
documents other customer's experience on how this is a wide scale fraud on Amazon's part and how they were compensated with credit.

Sincerely,

***********************
Customer Answer
Date: 12/31/2023
I was told that customers are getting credit if they made a bike purchase (*******************************************************************************************************************************************************************************************************************************). I have for order 112-1219905-7585823. I will accept $200 each for a total of $400 credit for that purchase.
Initial Complaint
Date:12/26/2023
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.
For at least a year, I have asked Amazon to take me off of a business account I have nothing to do with. I do not own a business acct w/your company. I told this to a rep of yours and she just hung up on me saying she could not help me and refused me a supervisor. I have to go through a nightmare of h*** trying to explain to each uncaring rep that I do exist, I do spend thousands of dollars annually and I need a supervisor to help me with a purchase or whatever it is that I am calling about. This goes on for long periods of time to the point I cannot stay on any longer due to work or I am too exhausted to continue trying to convince your reps I exist and that I do not have a business account. Also I would like to know why i never received a refund for a product I returned: Order # ***-2427411-9358646. Lastly, I need you all to care about the situation I am in. I never allowed a company to add me to their Amazon business account with my permission. How many times do I have to tell you this? How do you know this is not a hacker trying to utilize my number to seem more legit on an Amazon account for nefarious reasons?Fix this issue! I am sick of this issue and you need to put a stop to this. A supervisor just hung up on me for the 2nd time now. When am I going to get help?!
Business Response
Date: 12/28/2023
Hello,

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

I am so sorry to hear of the issue you have shared with us regarding the Amazon business account and the refund for the Order ID: *******************.

I would like to inform you that for security reason we are unable to take action on any account unless and until the account holder contacts us.

As we are unsure which account has your number you may want to check with your previous business owner.

For Order ID: *******************, I see that the refund of $144.97 has been issued to your original payment method on November 5, 2023. You can view details of the completed refund on your Amazon.com account: **********************************************************************************

Thank you for your patience and understanding.

Regards,
Pratap
Customer Answer
Date: 01/02/2024

Complaint: 21057527

I am rejecting this response because:
I am still waiting after multiple months for the refund for 'OtterBox Commuter Series Case for iPhone 14 *********************Retail Packaging - Don't Be Blue' case I returned to Amazon via ****
I indicated this could be a criminal related issue of an unknown entity using my info for a 'business' I do not have the slightest clue who they are, yet Amazon continues to throw me back into a circular loop on this issue they refuse to take on directly, and pass onto their other teams for a comprehensive investigation.

****************
Initial Complaint
Date:12/26/2023
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.
Amazon refusing to refund ORDER # ***-2289332-7889866 even though I already dropped it off at **** Amazon is requesting OUTRAGEOUS information from me like my government issued ID due to my account "being under investigation." I demand my refund NOW. Only 1 of my 3 items were refunded but the other 2 are not.
Business Response
Date: 12/27/2023
Hello *****,

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

I've reviewed your email regarding an order placed on our website.

Upon reviewing I can see that our specialist team needs to verify your identity before we can consider your request for a refund or replacement. 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. We have policies and security measures in place to ensure that your personal information remains secure.

Once submitted, our team will review and get back to you with an update on refund for the mentioned order.

I have also forwarded a relative feedback to our business team regarding your experience and they will be reviewing this further.

However, we won't be able to provide any further information apart from this.

I hope this helps! Have a great week ahead!

Regards,

Vishal
Amazon.com
*****************************
Customer Answer
Date: 12/28/2023

Complaint: 21057310

I am rejecting this response because: I should not have to submit by ID to get a refund on an item I already sent back to Amazon. They have yet to tell me why my ID is needed for a return when this not a normal Amazon procedure.

Sincerely,

***********************
Initial Complaint
Date:12/26/2023
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 am deeply concerned about the alarming incident that occurred when I placed an order with Amazon.com for Christmas presents. After wrapping the Amazon boxes containing multiple items, my older child discovered something extremely concerning inside one of the boxes on Christmas morning. To my shock, I found a meth pipe with meth still inside! I immediately contacted Amazon and expressed my disbelief, feeling as though I was being called a liar. It is truly distressing to think about how such a dangerous substance could have been packaged and delivered to my home, potentially putting my children's health at risk. This situation could have resulted in serious harm and I hope that Amazon takes swift and appropriate action to address this grave matter.
Business Response
Date: 12/27/2023
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 item you've received along with the items purchased and 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.

Thank you for bringing this to our attention.

To look into this issue further , Please help us with the order id in which you've received the meth pipe.

Rest assured, once we receive the complete information we will address the issue a soon as possible.

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: 12/28/2023

Complaint: 21057287

I am rejecting this response because:
I encountered a significant problem where I spent an entire hour on the phone, being transferred from one person to another without any resolution. Eventually, I had to resort to seeking assistance through an online chat. Although they were willing to provide a refund, that was not the main concern at hand.

The real issue lies in the fact that an individual from Amazon had maliciously placed drugs inside my package and sent it to my residence. This act of negligence posed a severe threat to the safety of my children, as they could have easily come into contact with the drugs and potentially ingested them, resulting in dire consequences. Furthermore, there was also the risk of sustaining injuries from the glass within the package, which could have led to the contraction of a dangerous disease.

The gravity of this incident cannot be overstated. It was an extremely dangerous situation, and it is disheartening that no one involved took it seriously. The potential outcomes could have been catastrophic, including the possibility of my package being intercepted and me being wrongfully charged with trafficking. Such a scenario would have been absolutely devastating.

I absolutely expected amazon to right this wrong.

Sincerely,

***************************
Customer Answer
Date: 01/04/2024
There was never a resolution
Initial Complaint
Date:12/26/2023
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 cancelled a pair of asics that were part of order number 111-9322537-0553852 ,I was charged for both the levis coat and the asics and when i cancelled the asics the price i paid for the asics did not go back to my gift card...which the asics cost 130...total amount it took from me was 155 from my gift card and ***** from my debit card and i cancelled the asic shoes but each agent keeps saying the money did not come off my gift card when is shows it did plain and simple
Business Response
Date: 12/27/2023
Hello Marquis,

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

I am so sorry to hear of the issue you have shared with us regarding the cancelled item ASICS Men's Noosa TRI 15 Running Shoes, 10, Blue Bliss/RESTFUL Teal.

Upon checking I see that $123.07 has been returned back to your gift card and $14.73 has been returned to your original payment method on December 27, 2023. In most cases, once a refund has been submitted, the issuing bank will post it to the concerned account within 3-5 business days. This time frame may vary from one financial institution to another.

You can view your gift card balance and activity here:

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

Thank you for your patience and understanding.
Regards,
Pratap

Customer Answer
Date: 12/28/2023
since you said that so eloquently its unbelievable how Amazon employees and the ones that work with BBB will give fraudulently information without providing any proof or truth to their statements, because if you look at the attachments you will see my bank statement from which I made this purchase for $***** on 12/26/23 and when you look at the next attachment you will that everything was credited back to my account but the ***** because amazon did not credit it back to the account and if you can see the next date on 12/28/23 the account was CLOSED ... NOW PLEASE PROVIDE THIS DOCUMENTATION THAT YOU HAVE STATING THAT ***** WAS REFUNDED BACK TO MY A CLOSED GREENVILLE FEDERAL CREDIT UNION ACCOUNT....PLEASE TELL ANOTHER LIE BUT I AM OWED $*****...AMAZON WILL LIE TO TAKE ANYTHING THEY CAN FROM THEIR OWN CUSTOMERS THAT IS UNBELIEVABLE.....NOW WHAT YOU GONNA LIE ABOUT NOW...PLEASE REFUND MY MONEY AND I SHOULD RECEIVE COMPENSATION FOR YOU ALL LYING SO MUCH...AND PLEASE RESPOND WITHIN 24HOURS SO I CAN HAVE MY MONEY BACK IN MY ACCOUNT FROM A ORDER I CANCELLED BUT WAS ONLY GIVEN A PARTIAL CREDIT WHICH IS FRAUD ON AMAZON PART AND I MY NEXT STEP WILL BE TO NOTIFY THE **** AND FTC SINCE BBB AND AMAZON ARE ONLY SCRATCHING EACHOTHER BACK

AND I AM STILL OWED FOR A PAIR OF POLO SANDALS WHICH OVER 10 INCIDENTS REPORTS WERE DONE BUT AMAZON KEEPS LEAVING MY LIES ABOUT THE ISSUE JUST LIKE THIS ISSUE......PKG I NEVER RECIEVED ENDING IN ORDER NUMBER 111-2462051-5555452....I WOULD LIKE TO HAVE BOTH OF MY REFUNDS THAT ARE OWED TO ME PLEASE BEFORE I NOTIFY EVERY BODY I CAN LIKE NOW

I am rejecting this response because:

Sincerely,

***********************
Business Response
Date: 01/30/2024

Hello Marquis,

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

I am so sorry to hear of the issue you have shared with us regarding the cancelled item "ASICS Men's Noosa TRI 15 Running Shoes, 10, Blue Bliss/RESTFUL Teal" Order ID: ******************* and refund for Order ID: *******************.

Upon checking I see that $123.07 has been returned back to your gift card and $14.73 has been returned to your original payment method on December 27, 2023. In most cases, once a refund has been submitted, the issuing bank will post it to the concerned account within 3-5 business days. This time frame may vary from one financial institution to another.

You can view your gift card balance and activity here:

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

For Order ID: ******************* "******************* ****** Womens Slide Sandals, White/Light **** Polo, 14 US " and "******************* ****** Men's ***** Low Sneaker,Khaki Canvas,14 D US", the refund of $38.16 and $68.85 has been issued to your gift card balance on January 22, **** and January 24, ****.

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

Thank you for your patience and understanding.

Regards,
Pratap
Initial Complaint
Date:12/26/2023
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 placed an order with AMAZON on December 10, 2023. Order 112-0758996-5286651. In checking out on-line, I was offered a 40% discount if I paid with Discover card points instead of a credit card. The amount to pay did not change when I used points. The order arrived. It is a truck part. I chatted with a customer service representative named ******** on December 18, 2023. Based on his promise to credit the 40% discount and provide a $5.00 gift card for the inconvenience, I went ahead and installed the part instead of returning it. I have not received the discount or the gift card. I spent over 45 minutes on the phone today and was told the information that I received was inaccurate. I asked that AMAZON stand behind their representative who promised to refund the discount but was told that they cannot do that. I am requesting the discount and gift card, and if they do not intend to provide a discount when paying with points, it should be removed from the website as it is deceptive. The message in my account from ******** is attached as a supporting document.
Business Response
Date: 12/30/2023
Hello *******,

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

I've reviewed your email regarding an order placed on our website.

Upon reviewing I can see and confirm that the previous correspondence doesnt correctly reflect our current procedures at this time.

I am sorry about the misunderstanding and the incorrect information that you received.

Here we are unable to proceed with the concession request, requesting you to understand our limitations.

I have also forwarded a relative feedback to our business team regarding your experience and they will be reviewing this further.

However, we won't be able to provide any further information apart from this.

I hope this helps! Have a great week ahead!

Regards,

Vishal
Amazon.com
*****************************

Customer Answer
Date: 01/05/2024

Complaint: 21057251

I am rejecting this response because: The representative disregarded the fact that the website had the 40% off offer for using Discover Card points when I checked out. This is a truth in advertising issue. The second point is that a representative from Amazon sent an e-mail assuring me that the 40% would be refunded and that I would receive a $5 gift card to apologize for the error made by Amazon. As a representative of Amazon, they have already stated that an error in billing was made. The e-mail was attached in my original complaint. I expect Amazon to stand behind their representative and refund the amount of $17.46. I also expect a $10 gift card as an apology for the further problems that I have encountered to correct this situation.

Sincerely,

***************************
Initial Complaint
Date:12/26/2023
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.
On the date of December 19, 2023 Amazon delivered an already opened and stolen from package to my door. Order# ***-1926766-8969800. I paid a total of $6,681.96 for the items in this delivery. Tracking# TBA310432988057. Amazon's response was for me to call the police and file a theft report which I did file with the Anoka *************************** ****** report number# ********. I am now left without all the items I purchased and zero recourse until I some how obtain a copy of this police report for which the Anoka ************************** has yet to help me obtain. None of this should be my responsibility since Amazon delivered an already opened and theft'ed package to my door. The theft did not occur on my property or while the package was in my possession. See image_a.jpeg a photo taken by the Amazon delivery driver showing the already opened package at my door. Why was this package even left at my door? It simply fell open as I picked it up. See image_b.jpeg and image_c.jpeg taken by myself showing the already opened box. I await actual support for this issue that has ruined my holidays and causing is continuously causing me stress.Thank you
Business Response
Date: 12/27/2023
Hello ******,

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

I've reviewed your email an order placed on our website.

Upon reviewing I can see that our internal team is reviewing this and below is the response from them :

" It's very important to us that our customers receive the products they purchase from Amazon. We appreciate your business and regret that these items haven'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 February 17, ****. 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. "

Here I request you to please reply to the email sent by our team with the request information and they will be able to review this further for you.

I hope this helps! Have a great week ahead!

Regards,

Vishal
Amazon.com
*****************************
Customer Answer
Date: 12/27/2023

Complaint: 21057181

I am rejecting this response because: This is the same copy/paste response I have already received. I did my part and filed a police report with the Anoka *************** ****** Report #********. Amazon is neglecting their responsibility to do anything to help with this matter. Instead placing the burden on myself.

Sincerely,

*************************
Customer Answer
Date: 12/27/2023
As requested by the Amazon representative via email with the subject line "Your Amazon.com Inquiry - BBB Complaint #********" on 12/27/2023 from ***********************************************
I have obtained the copy of the police report made on 12/19/2023. This police report is attached here and forwarded to cs-******************************* fulfilling their request.

Business Response
Date: 01/18/2024
Hello,

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

I've reviewed your email regarding an order placed on our website.

Upon reviewing I can see that our internal team has reviewed the police report and have processed the refund.

You can check the refund status using the below link :

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

I hope this helps! Have a great week ahead!

Regards,

Vishal
Amazon.com
*****************************
Customer Answer
Date: 01/18/2024
Amazon has issued a refund in this case. I accept the resolution and wish to close this complaint.
Thank you,
*************************

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