Business Profile

Ecommerce

Amazon.com

Complaints

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

Customer Complaints Summary

58,775 total complaints in the last 3 years.
21,915 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.
Hello I purchased the Hebomorym Incline Treadmill on 8/25/23 from Amazon. The machine broke in November. I have contacted Amazon repeatedly and spoken to many different cs reps that give me the run around and tell me they cannot refund or replace because the window is closed. They keep referring me to contact the manufacturer, however I have told them there is no contact information for the manufacturer on the Amazon websites. I have spoken to supervisors that brush me off the phone and say oh we will email you the info. When I get the same emails again it sends me to the same place that the manufacturers contact info is not listed. I have told the supervisors this many times but they keep doing the same thing. I am not getting any resolutions. I dont have no one else to turn to. I am so upset about this machine that shouldnt be in even be sold on their website if there is no manufacturer to contact. I have also researched allover the web for the company and it is not listed there. No where to be found. Please help me get my refund as I have received a defective item. Ive sent screen shots of everything and can provide anything else you need.
Business Response
Date: 12/28/2023
Hello *******,

I'm Harasankar 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 your complaint and checked the order in question.

Upon checking I see that the order was placed on Friday, August 25, 2023. At this point we will not be able to accept the return for a refund.

We request you to reach out to the manufacturer for any further assistance.

Most manufacturers list contact information online. You may want to try doing a web search to find Hebomorym's phone number or website.

I hope this information helps. We look forward to seeing you again soon.

Regards,

Harasankar.M
Amazon.com
*****************************
Customer Answer
Date: 12/31/2023

Complaint: 21058919

I am rejecting this response because: I understand about that I will not get a refund/replacement/exchange; however you cannot tell me to look on the internet when I have clearly said a million times that THERE IS NO COMPANY WITH THAT NAME ANYWHERE ON THE INTERNET!! This is not acceptable!!! You cannot list a sale without the contact information for the seller/manufacture so the customer can contact them. How do you all even allow this someone to list something for sale without having their contact information. I need resolution and as an Amazon customer for almost 10 years I think that there is something you can do to help me. Mind you the treadmill is a piece of a trash since it broke down within 3 months since I got it that cost $556.00. Please get me the contact details for the seller/manufacturer. Again I say its is no where on the internet. As a well established company like Amazon Im sure you all can satisfy a loyal customer by protecting your image and help me!!!

Sincerely,

*************************
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.
Purchased pressure valve for my boiler. Should be 12 psi and the valve was running at 30psi had to source a replacement locally and returned the defective unit to Amazon. Return 12/8 received 12/12 and now it is 12/28 and no refund yet. Spoke with Amazon chat who told me to wait and immediately after I get an email stating I must upload my ID as I am suspicious? Amazon has enough of my info and secure or not I do not feel comfortable giving this much info
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've reviewed your complaint and I understand your concern regarding verifying your ID. 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.

All Documents may be disclosed to Amazon's third-party service providers for the purposes of evaluating your claims and validating your identity for fraud and abuse prevention.

All information provided will be handled in accordance with Amazon's Privacy Notice, which you can review at the following link:

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

We will review your order and your account and verify your identity through one our third-party service providers.

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. I hope this information helps.

We look forward to seeing you again soon.

Regards,

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

Complaint: 21058891

I am rejecting this response because:
You do not explain how I am suspicious of any fraud? I returned a defective item and now I am being investigated? For what?

Sincerely,

*******************************
Business Response
Date: 01/18/2024
Hello *****,

I've reviewed your replay and I understand your concern. You can surely return a defective item for your orders.

We requested you to verifying your ID because our concerned department noticed some unusual activity and in order to make sure your account's security they requested you to submit your ID.

After reviewing we have issued a full refund of $92.94 to the original payment method on January 2, 2024.

Refunds typically gets processed within 3-5 business days from the issue date.

I hope this information helps. We look forward to seeing you again soon.

Regards,

Harasankar.M
Amazon.com
*****************************
Initial Complaint
Date:12/26/2023
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.
11/19/2023 Order# ***-5598757-4641867 Logitech G920 Driving wheel.I bought the item as a gift for Christmas and it won't work. The item won't connect and says it has USB connection issue. We've tried multiple times and used different ports. Upon visiting Logitech support we could see this is a common issue. I decided to contact Amazon for a refund or replacement. Since the refund process was too long and this was a gift, I wanted a replacement. They declined. They told me they couldn't give me a replacement as they don't have any replacements to send but yet if I reordered one they would have one available to send. The item is defective and not fit for purpose and therefore I should be able to get another one to try. Since I bought it from them they should be the ones to replace it.
Business Response
Date: 01/10/2024
Hello ******,

I'm Harasankar 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 your complaint, I'm sorry to hear about the trouble you had in this matter.

After reviewing the issue I've created a replacement for your order. You will be receiving your replacement order by Saturday, January 13, 2024

Here is a direct link to check on the status of your replacement order:

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

To return the defective "Logitech G920 Driving wheel" please click the following link to print your return mailing label:

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

I hope this information helps. We look forward to seeing you again soon.

Regards,

Harasankar.M
Amazon.com
*****************************

Customer Answer
Date: 01/17/2024

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:12/26/2023
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 prime has been double charging me for Amazon prime for months., using three cards, two credit cards and a debit card. I noticed the additional charges when I was charged on October 31st $15.89 on my elga credit union debit card that had not been charged for Amazon prime before. So I checked my elga credit union credit card and found that it was also charged $15.89 on November 15th, also my Amazon prime credit card was charged $15.89 on November 30th. I called Amazon prime and was told that my Amazon credit card is charged every month and my Amazon prime account. I explained to them that two other cards are being charged and their explanations was that I have two accounts. I told I only have one account, I give them the information from the two elga card that were charged, I asked them the name on the account, the address and the state in which the account was and they said that they could not give me that information. I had to change both cards at my credit union to stop Amazon prime from continuing to charge me for unauthorized accounts. This is a list of additional charges in the last several months. Elga credit card November 15, October 15th, September 15, February 15th, January 15th, December 29th,2022, November 23rd, 2022, Out 23rd,2022, all for $15.89. my online statements don't go back any further but Amazon prime can provide additional dates. And October 31st 2023 on my elga credit card debit card $15.89. I would like all unauthorized funds returned to my account s.
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 your complaint and checked the account under this email address.

Upon checking I see that prime membership is currently active and there is no double charge on your account.

However, we would like to investigate further in this matter. We request you to share the charge IDs of those charges.

A payment descriptor is text that appears on your bank, or credit card, statement, and shows details for which company processed a payment.

Descriptors could include information such as the company name, date of the charge, and the State where the purchase was made.

Amazon descriptors will now also include a unique nine-digit Charge ID, which is linked to the charge for your order, or subscription.

Using the Charge ID, our customer service team can now help answer your questions about an unknown charge, in a much shorter time.

For more information about identifying unknown charges on your statement, visit:

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

Once we receive all the available information regarding the charges we will address the issue as soon as possible.

We look forward to seeing you again soon.

Regards,

Harasankar.M
Amazon.com
*****************************
Customer Answer
Date: 01/04/2024
I have provided this information before.this is duplicate email.
Customer Answer
Date: 01/04/2024
I have provided this information before.this is duplicate email.
Business Response
Date: 01/13/2024
Hello *******,

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

I've reviewed your reply and tried to locate the charges with the charge IDs shared by you.

Unfortunately, we are unable to locate the charges with the given information.

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

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

Your patience and understanding is appreciated. We look forward to seeing you again soon.

Regards,

Harasankar.M
Amazon.com
*****************************
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.
Hello,My name is ***********************. Recently, I reviewed product order number 114-9297699-0261840 **************** Booster Supplement. Today, I received an email from Amazon saying that my review violated community guidelines and that I needed to edit it and repost it. When I go to edit the review, I get the error message: We apologize but Amazon is not accepting reviews on this product from this account. If you would like to contact us about this decision, please email community-*****************************.I have reached out to the community-***************************** email multiple times and have not received a response. That is why I am also reaching out here in hopes that I can receive some help with this issue. Leaving reviews is very important to me as I am hoping to become part of the Amazon Vine Reviewer Program in the future. I have been a Prime member for many years as well as a **** Amazon Prime Credit Card holder for many years. This issues has happened once before and was easily resolved. I have never left any review in exchange for any sort of compensation. Additionally, I have never intentionally violated any of Amazons terms of use. Please help me solve this issue as soon as possible. I will continue to reach out until I am helped with this situation. Thank you!-***********************
Business Response
Date: 12/28/2023
Hello,
We have reviewed the Customer's account and we determined that they still have their active reviewing privileges.
We are unable to provide information on our investigation methods.
Customer Answer
Date: 12/29/2023

Complaint: 21058826

I am rejecting this response because:

I was told that I may have 2 Amazon accounts tied to the same email address. The last 3 items I reviewed, all three got rejected. It does not seem to me that I still have active reviewing privileges as you claim I do. I would like more information about this. Thank you!

Sincerely,

***********************
Business Response
Date: 01/18/2024
Hello,

We have reviewed the customer's account and we are unable to reinstate their review.

We are unable to provide information on our investigation methods.
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.
On December 2, 2023 I placed an order ORDER # ***-1231821-6145814. The order was shipped in two different shipments. Each shipment contained 2 books, totalling 4 books. Since the order arrived too late for my needs, I decided to return the items. I returned 1 box one day, and the item was received and a refund is slated to occur (way longer than it should take). The issue I have is that the second box also contained 2 books, but when I processed the return on the website it provided me with another 2 labels to the same ******* *************** I kept both books (*********** and ******* 5 minute Consult) in the same box but used ONE label of the two. Naturally the system shows that Goldfranks was shipped back and received by them as *********** scanned the tag. However, the second book was also in that box and for some reason, despite weeks going by, it still is showing as "Not received" in their system. I have had numerous discussions with agents all asking me to wait another week, (december 26 and now today asked me to wait until January 8) for them to receive it. However, if Goldfranks and Rosens were shipped together in the SAME box, their system shows receipt December 15, 2023. I have been getting nothing but the run around from their customer service agents. Now, they asked me to file an incident claim which I did, and within 5 minutes I got a response saying that since 14 days elapsed that I cannot even claim for a refund. This is frustrating. I have attempted to speak to them and am beyond frustrated.
Business Response
Date: 01/10/2024
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've reviewed your complaint and I'm sorry to hear about the trouble you had with your recent order.

Thank you for your valuable feedback in this matter. It is always important for us to hear how customers react to all aspects of shopping at Amazon.com.

Strong customer feedback like yours helps us continue to improve the selection and service we provide, and we appreciate the time you took to write to us.

Upon checking I see that a total refund of CDN$ ******* has been issued to the original payment method on Wednesday, January 3, 2024.

Refunds typically gets processed within 3-5 business days from the issue date.

I hope this information helps. We look forward to seeing you again soon.

Regards,

Harasankar.M
Amazon.com
*****************************
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 refuse to refund the item which I have returned for order 112-3513892-5307467. I returned this item through *** on Nov 25th 2023 with tracking 1ZR7V6409006996399.It was scanned by the *** associate, receipt was printed, and system was updated on website and clearly states it's on the way. I reached out to Amazon **************** that it's not moving and perhaps *** lost it on the way, but the response I received is "Since this item wasn't scanned by the carrier, and more than 30 days have passed, we're unable to issue a refund or assist further". It's not my fault that *** lost the item for the item that I returned.
Business Response
Date: 12/27/2023
Hello ****,

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

I'm sorry to hear about the trouble you've had with your refund for your returns from Order ID: *******************.

Upon reviewing the details, I can confirm that both items in the order have been fully refunded on the following dates, back to your original payment method:

1.Tuesday, December 26, 2023 at 7:14 PM (PST)
Refund Details:
Items
1 x Povasee Jump Starter 3000A Peak Jump Starter Battery Pack, 12V Jump Box for Car Battery up to 10L Gas or 8L Diesel Engine Battery Jump Starter with *************** Output/LED Light
Amount(s)
Shipping: $1.49
Tax: $0.00
Promotion Adjustments#1: $-1.49
Tax: $0.00
Principal: $59.98
Tax: $3.60
Total:$63.58

2. Thursday, November 30, 2023 at 7:23 AM (PST)
Refund Details:
Items
1 x VacLife Portable Air Compressor - Air Pump for Car Tires (up to 50 PSI), 12V DC Tire Pump for Bikes (up to 150 PSI) w/ LED Light, Digital Pressure Gauge, Model: ATJ-****, Yellow (VL701)
Amount(s)
Shipping: $1.50
Tax: $0.00
Promotion Adjustments#1: $-1.50
Tax: $0.00
Principal: $27.99
Tax: $0.84
Promotion Adjustments#1: $-14.00
Tax: $0.00
Total:$14.83

You should see the amount reflected in your credit card statement within 3-5 business days of the above dates, as this dpeends on the processing speed of your bank.

I hope this helps. We look forward to hearing from you again.
Best Regards,
Priyanka
Amazon.com
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 have returned 4 items to Amazon over this last holiday shopping season and they refuse to now refund me (asking for it to be refunded to my Amazon account as a credit to use later) without me now providing a copy of my photo ID (drivers license). They have received my items back, which was 4 separate orders and they keep pushing out my refund date, because I havent sent them this personal information. I have spoken with Amazon via their chat option in which they have informed me of this but also they have sent me the request for a photo of my photo ID via email which I am enclosing a photo of here with this BBB claim. I do not see any reason they need to verify and have a copy of my photo ID to refund my money to my Amazon account. There is personal information on my photo ID that is sensitive and not their business. According to Amazon once I provide them with a copy of my photo ID they will verify it is authentic and within three days I will then have my refunds that I am waiting for. According to them that is the only way to get my money back. The order information for the items that I am looking for the refund is: #***************** and the total for that refund is $37.44 #***************** and the total for that refund is $34.23 #***************** and the total for that refund is ***** #***************** and the total for that refund is $42.79 According to their email that they sent me once my ID has been verified, they will refund me on all of these purchases that I have returned the items for. I am attaching the email they sent regarding the first item number above.My photos are of the received items back to them that they keep pushing my refund it out three additional days once the refund date is here. Also, there is a photo of an email they sent requesting my personal information on my photo identification to verify.
Customer Answer
Date: 12/29/2023
I had a chat session with Amazon asking where my refund was on one of the four items in question and this is where they start asking me for my personal information and a copy of my photo ID/ drivers license.
I of course question the situation.
Business Response
Date: 12/29/2023
Hello Autumn,

I'm Harasankar 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 your complaint and I understand your concern regarding the refund for your recent order.

Upon checking I see that we've requested you to verify your ID in this matter.

Because we noticed abnormal activity on your account, we need to verify your identity before considering your request for a refund or replacement.

We may also request additional information before granting your request.

We will review your order and your account and verify your identity through one our third-party service providers.

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.

Thanks for your understanding. We look forward to seeing you again soon.

Regards,

Harasankar.M
Amazon.com
*****************************
Customer Answer
Date: 12/29/2023
I received an email from Amazon today in regards to my complaint with the BBB. Ive attached photos of them asking yet again for my photo ID to be provided to them so they or their third party can verify my account and information. There is no reason they need my photo and my personal information. Also sending them this proves absolutely nothing. This is how people get their identity stolen, by sending this type of information over the internet to Amazon in some other country for their 3rd party to verify.
I replied to Amazon (see attached photo) telling them that there is personal and sensitive information on ones drivers license and that I will not be sending them a photo of my ID. This is beyond ridiculous as Ive been shopping Amazon for 15+ years.

Customer Answer
Date: 12/29/2023
I received an email from Amazon today in regards to my complaint with the BBB. Ive attached photos of them asking yet again for my photo ID to be provided to them so they or their third party can verify my account and information. There is no reason they need my photo and my personal information. Also sending them this proves absolutely nothing. This is how people get their identity stolen, by sending this type of information over the internet to Amazon in some other country for their 3rd party to verify.
I replied to Amazon (see attached photo) telling them that there is personal and sensitive information on ones drivers license and that I will not be sending them a photo of my ID. This is beyond ridiculous as Ive been shopping Amazon for 15+ years.
Initial Complaint
Date:12/26/2023
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.
I returned multiple orders to Amazon and they are not refunding me because of abnormal return activity These returns were processed through the Amazon app itself. I received an email (attached) in which Amazon is requesting outrageous private information (uploading ID) from me just to get my refund. I have already returned these items and the refund should not be held.
Business Response
Date: 12/27/2023
Hello ******,

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

I'm sorry to hear about the trouble you've had with your refund for your return from 114-XXXXXXX-XXX6656.

I've verified that our Specialist team requested the details of a government issued ID to proceed further with the refund.

I truly do understand your hesitation with regard to submitting your government issued ID for verification, and your frustration with the current situation.

I also appreciate the amount of time you have been by our side, which is why, if there was an alternate way available for you to receive a refund, I would have done it for you. Unfortunately, in this case, there is not.

I also understand that disclosing the details of the fraudulent activity *** help you feel more comfortable in verifying your identity with us. However, we are unable to share those details, for the same reason that we are unable to proceed with the refund request. This is primarily for the trust you have placed in us to maintain the safety and security of your account.

I request your understanding and co-operation with the verification, and in return, I will take care of any concerns that *** arise. I will also put this forward to the relevant stakeholders, so that they are aware of your experience and the impact this has had.

Thank you for your patience and understanding.
Best regards,
Priyanka
Amazon.com
Initial Complaint
Date:12/26/2023
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.
I purchased item NuLoom Rug order 114-5133935-6425831 on 10/02/23. I was not satisfied with the condition or quality of the item and wanted to return the item. Amazon changes its return window from 30 to 60 to 90 days arbitrarily so I did not know the return window has closed when I finally had time to pack it up for a return. The associate I spoke with on 12/20/23 around 10pm was very helpful, their name was **************, they told me there would be a 20% restocking fee because the original return window had closed however as a courtesy to me, Amazon would be able to return the withheld amount to me once the item was returned back to them and all I would have to do was reach back out for the refund. On 12/26/23 I received notice via email the return had been accepted and completed so, per instruction from ************** I reached out for my refund. The associate I spoke with told me this was an error, and the refund would not be given to me. I told the associate I had screenshots of the chat with ************** where they informed me an exception would be made - and that I keep screenshots of all Amazon chat interactions because I have had an increase in problems with their customer service. I requested to be transfered to a supervisor, who also informed me the information ************** provided for me was incorrect. Instead of making the situation right for me, the customer, the supervisor said they would escalate the problem however I know from experience that is a black hole and no Amazon associates ever reach back out with a resolution. I informed the supervisor I was taking screenshots for my own records and would be escalating the situation myself with the BBB. This is my second current open BBB complaint with Amazon.com over refund issues.
Customer Answer
Date: 12/27/2023
Zip file includes screenshots of all conversations pertaining to the refund of the 20% restocking fee
if zip file does not work photos can be accessed at this Dropbox link:

***********************************************************************************************
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 refund for the returned item nuLOOM **** Modern Tasseled **** Area Rug, 8' Square, Ivory.

Upon checking I see that the refund of $56.20 has been issued to your original payment method on December 26, 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 details of the completed refund on your Amazon.com account: **********************************************************************************

Thank you for your patience and understanding.

Regards,
Pratap
Customer Answer
Date: 12/28/2023

Complaint: 21058512

I am rejecting this response because:
The Amazon rep has clearly either not read any of my complaint or has chosen to not understand.
The entire issue of the complaint was ignored. This complaint remains unresolved.
I clearly stated, repeatedly, that the 20% restocking fee for the item was promised to be refunded to me - to make a total refund of the full purchase price of $70.25
The refund of $14.05 remains to be the issue. I was promised the $14.05 would be returned to me after the return was completed, adding to the $56.20 to total the original purchase price of $70.25
Amazon continues to owe me an additional $14.05 refund and this complaint will not be resolved until it is returned
Sincerely,

*************************
Business Response
Date: 01/08/2024
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 refund of restocking fees for the item nuLOOM **** Modern Tasseled **** Area Rug, 8' Square, Ivory.

I apologies for the incorrect resolution provided to you by one of our previous representative. I've forwarded the feedback to the leadership so that the agent can be coached.

Unfortunately we are unable to refund the restocking fee as the item was returned outside the return window.

Thank you for your patience and understanding.
Regards,
Pratap
Customer Answer
Date: 01/09/2024

Complaint: 21058512

I am rejecting this response because:
Your handling of this matter has been absolutely abhorrent. I couldnt be less pleased with Amazons inability to provide a simple $14 refund to resolve this issue. You have proven that your customers are not important to you and that you will do whatever it takes to prevent accepting responsibility for the miscommunication and paint me as the person to blame.

I have cancelled my Amazon prime membership as a direct result of this situation. Had you provided the simple $14 - FOURTEEN DOLLAR - refund then I would have remained an Amazon prime customer indefinitely yet I cancelled my ********************** account immediately after you refused to resolve this issue.

Sincerely,

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

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