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.
I purchased some bikes through Amazon that I tried to cx the purchase. It was too late to cx but they told me to refuse the bikes to get the refund. I refused the bikes by ***** (truck #**) on 10/13/23. I have pictures to prove it since no documentation was given to me. Amount owed to me is $2036.92, that I still haven't received (12/25/23).I have emails starting 11/06/23 stating that they couldnt issue the refund because my bank refused the refund (My card was cancelled due to fraudulent activity) What happened is that there was fraudulent activity on my bank account due to ********************** charges that were not done by me,not done on my Amazon account.I was on the phone with an Amazon Rep for about 2 hrs going through the charges not recognized by me.******* compared the amounts to my amazon account, she couldnt find them, nor the account that did it.Do to the fact that Amazon couldnt link the fraudulent amounts to an amazon account, *******. told me to contact my bank & do a fraud claim on all the charges that were not done by me, on my account. I filed2 claim accounts, one for the fraud charges & another for the disputes (refunds that I have not gotten from Amazon on items that I returned) My bank, *****, refused both claims, totaling about $3,000 for both. I'm very upset & overwhelmed with this situation. Amazon stated that they were emails they sent me &requested a reply as to how I want my refund. Amazon Credit or a check. (Since the card on file couldnt accept the refund-which, ***** claims is not true, there is no record of Amazon trying to issue the refund x 3 times?)Every email I responded back &stated a check. Amazon claims that I didn't respond to the emails, which I did, every time think they want to force me to get Amazon credit, so they dont have to return my money.Im my writing this complaint hoping that I get my money asap because my financial situation is stressful due to this.
Business Response
Date: 01/11/2024
Hello *****,

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

Im sorry to learn about the problem with refund on your refused order ending in #****. It is certainly not what we expect our customers to go through.

To help you with this issue , I've partnered with our internal team.

As per update received from the team , A refund is processed successfully through Wire transfer on January 8,2024 and it takes up to 7 business days for the refund to reflect at your end.

We apologize for the inconvenience and frustration this situation has caused you.

We appreciate your patience and understanding.

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

Regards ,

Srilaxmi
Amazon.com
***********************************
Customer Answer
Date: 01/17/2024

Complaint: 21054925

I am rejecting this response because: THEY ARE LYING LIKE-THEY HAVE BEEN ABOUT THEM TRYING TO GIVE ME MY REFUND THROUGH MY BANK. AS OF TODAY 01/17/24 12:52pm PST, I HAVE NOT, REPEAT HAVE NOT RECEIVED MY REFUND!!! I DID WHAT I WAS SUPPOSED TO DO LIKE THE OTHER TIMES BUT NOTHING IS DONE! THEY ARE THIEVES AND I HOPE THEY GET SUED FOR THEIR MALICIOUS PRACTICES

Sincerely,

*******************************
Business Response
Date: 01/24/2024
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.

Im sorry to hear that you haven't received the refund. It is certainly not what we expect our customers to go through.

To help you with this issue, I've reached out to our internal regarding the status of refund.

As per update received, I see the refund was initiated on January 8, **** but due to a system issue, the refund wasn't processed successfully.

The team initiated the refund again on January 22, **** and it would reflect on your end within next **** business days.

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

We appreciate your patience and understanding.

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

Regards ,

Srilaxmi
Amazon.com
***********************************
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.
Was looking at a product on their website. Never confirmed the order, but the product was still purchased on my account. I received an email that the product would arrive in about 15 days. Within a couple of hours that I received that email I cancelled the order. And cancelation was accepted by seller. Next day product arrived at my door step. There are no free returns on this product leaving me having to pay the return out of my own pocket.
Business Response
Date: 12/26/2023
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.

Im sorry to learn about the problem with your order #***-0187236-7440264. It is certainly not what we expect our customers to go through.

Upon reviewing the complaint and order details , I see that the order is placed from your shopping cart and there is no email confirmation sent from our end confirming that the order is cancelled.

Hence the order is shipped and delivered successfully earlier than the given delivery date.

As the order is sold and shipped by a third party seller on Amazon , I would request you to contact seller to check if they can send a prepaid label to return the item or You can contact our customer ******************** team for help.

Here's a direct link to our Contact Us page:

********************************************************** and follow the prompts.

We appreciate your patience and understanding.

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

Regards ,

Srilaxmi
Amazon.com
***********************************
Initial Complaint
Date:12/26/2023
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.
Amazon told me they would not issue me a refund if I did not provide a government ID Hello,Thank you for contacting us regarding your order 111-2861879-5214602.Because we noticed abnormal activity on your account, we need 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.How will you verify my identity?In order for us to verify your identity, upload a valid government-issued identity document on the secure customer portal. Note that the following link will expire after 6 days:************************************************************* All personal information that you provide will be handled in accordance with our Privacy Notice. To review our Privacy Notice, go to "Amazon and Your Personal Information":************************************************************************************ What happens when I submit my ID document?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.What happens if I do not submit my ID document?You may continue shopping on Amazon, but you will no longer be eligible for a refund on the order 111-2861879-5214602. Also, you will not be able to investigate this order issue further.
Business Response
Date: 12/26/2023
Hello *******,

I'm Arun 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 return refund and ID verification.

I apologize for the inconvenience.

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.

Also, 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/investigate and get back to you with a update on refund for the mentioned order.

Unfortunately, we'll not be able to take any action on it without the verification is done by the team.

However, I'll surely take this as a feedback from you and will forward it to the team for further review on it.

If there was any other alternative, we would have surely helped.

I appreciate your understanding in this matter.

Regards,

Arun
Amazon.com
*****************************
Customer Answer
Date: 12/26/2023

Complaint: 21054875

I am rejecting this response because:
I do not need to provide government ID to complete a return.

Sincerely,

***********************
Initial Complaint
Date:12/25/2023
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I had someone hack my Amazon Prime account. I had to close my credit card on the account because someone that was not me gained access to my account. They made 4 orders on the account to an ******************* in ***** ****. The orders were made with gift cards and only $2.20 (roughly) was charged to my Amex card. I alerted Amazon, but they only told me they would report it to a special department. I received no response that it was reported. I then went into the account, deleted *********************** address and tried to cancel the orders. I told Amazon about it again, but all they would do is reset my password and tell me not to share my information. I have not shared my information with anyone. I asked if they could log my account out of every device and reset my phone number to the current phone number I have. They reset my password, but not my phone number. I found that the fraudulent use was ordering more things from my account. ********************** never responded. I tried to tell them again. They finally took note, but haven't been in touch with me again. I finally after the 8th call got an agent to change my phone number. There is still someone that added themselves to my account. I don't know how to stop the fraud and Amazon is unresponsive.
Customer Answer
Date: 12/27/2023
I changed my password and removed my old phone number on 12/27/2023 but this morning trying to log in I find my old phone number is again a part of my account.
Amazon sent me an email stating they are reviewing, but then directed me to their website search engine to find solutions, but there is NO WAY I can fix fraud on my account!
I moved to **** and my number is now ************. I loaded it and now it isnt listed and my old number was somehow traded. I also removed profiles of an Amayih and an Amayiahb or something similar. I never used profiles as far as I know.
I havent received a response from Amazon that provides status of fraud and what has been taken for actions on the back side. I call into their ************** and nothing ever gets addressed about fraud, but the customer service reps keep saying they submitted something.
Customer Answer
Date: 01/01/2024
12/31/2023 - I have called Amazon every week over a month. They continue to hang up on me or tell me that I am the fraudulent person although I can answer all the questions right. They have told me to open up a new account with my new phone number because they can't do anything for me. I asked to be refunded my Prime account and they just hung up on me again.
Customer Answer
Date: 01/01/2024
I called customer service today and they hung up on me three times and told me they deleted my email. They told me I was terminated as a customer, and I asked if I could have my ********************** at least refunded. Then they hung up. Then, when I called back in, they refused to acknowledge the call and sat on hold for 20 minutes. The, we called from a different number and I was provided an email address to send a message to.

At this point, I want a refund on my prime account.
Business Response
Date: 01/10/2024
Hello **********;*****,

I'm Arun 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.

As per the update from the team, they've sent an email to you with instructions to regain ******.

You'll needs to call customer service and ask for the account change ***** Acc change will verify account ownership and grant ****** to your Amazon account.

Regards,

Arun
Amazon.com
*****************************
Customer Answer
Date: 01/15/2024

Complaint: 21054814

I am rejecting this response because: Amazon has not addressed how someone else gained access to my account and they have not addressed what they are doing to protect the account for the following reasonsL

1. There still appeared to be another profile for an Amiyahb (spelling may be a little off). This was not me. This was whom ever hacked the account.
2. Amazon unlocked my account, but after unlocking and setting up two factor authentication, I found the profile for Amiyahb was created.
3. After Amazon cleared my old cell phone number *************) out, I found it attached to my user profile. I had done all the checking I could to clear out my Amazon set up on my phone and my computer, but then days later, I see the old phone number and the profile.
4. I deleted the Amiyahb profile, but I don't know if it is gone and if my old cell phone number is gone. When will Amazon address the concern with someone gaining access. I have again requested all old devices to log out and I set up two factor authentication with the only cell phone number I own.

Sincerely,

*********************
Business Response
Date: 01/21/2024
Hello **********;*****,

I'm Arun 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 understand your concern ***********

As per the update from the team, there is no unauthorized activity on your Account.

However, I have escalated the access issues to the team and will ensure that this is not repeated.

Regards,

Arun
Amazon.com
*****************************
Initial Complaint
Date:12/25/2023
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 ordered my partner a cellphone for Christmas on 12/23/2022. When I received the cellphone, the box was already opened and no cell phone. When I called Amazon, and told them I didn't receive the phone and they sent me another. I received the phone finally but it was after Christmas, and my partner bought themselves a cellphone. I went to send the phone back since it was no longer needed. Amazon has reported that they received the cellphone back on 1/4/2023 and it will take 2-3 days to receive a refund. I have not received one and have called multiple times to ask for an update and have not heard back.
Business Response
Date: 12/26/2023
Hello *************************,

I'm Arun 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 return refund for the Order ID: *******************.

I apologize for the inconvenience.

Upon checking, I see that this is an old order and was already refunded on Friday, June 2, 2023 at 12:03 PM (PDT) for $521.25.

Hope this information helped.

Regards,

Arun
Amazon.com
*****************************
Initial Complaint
Date:12/25/2023
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.com is REFUSING to give me a refund for an item that is defective and qualifies for a refund because they want my personal identification (drivers license) that I don't feel comfortable giving them. There is NO need for them to have my drivers license. It was not required to make my ********************** account or to be a ********************** member. It was not required to make this purchase. The refund money would simply be returned to my bank account. ********************** sent a message saying "Because we noticed abnormal activity on your account, we need to verify your identity before we can consider your request for a refund or replacement. Even after wanting the drivers license, there is still no guarantee if Im going to get my money back. I dont understand what the abnormal activity is, or are they just trying to not refund me for my item? I want to do this return without providing my drivers license to their THIRD PARTY. Please help me.
Business Response
Date: 12/26/2023
Hello,

I'm Arun from Amazon.com.

Thank you for writing back to us.

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

We 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. This is primarily for the trust you have placed in us to maintain the safety and security of your account.

We request your understanding and co-operation with the verification. 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 in this regard.

Regards,

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

Complaint: 21054760

I am rejecting this response because:
I did not have to show my ID to open my ********************** account, ********************** or to purchase this or any other merchandise from them. The item is eligible for a return or refund as stated on their website. It did not say I have to provide my ID for this return, and now I was told I have only 6 days to do this ( which now 3 days left) or I can not return or be refunded on this item. I simply want to do my return without my personal identity being shared to a 3rd party to determine if it is me or not and to have a say if Amazon can give a full refund. Amazon or the third party has no clue what I look like to determine if it's me or not on that ID. And that is my personal information on it and I do not need theft done on me. I didn't purchase my item through a third party. Plus I didn't not have to show my ID when delivered. I simply want to return this product with a full refund and be done. I have a receipt from Amazon.
Sincerely,

*******************************
Initial Complaint
Date:12/25/2023
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I renewed my Amazon Prime membership on December 21, 2023. Since my renewal, Amazon is not honoring my membership perks, such as free shipping and Prime Movies. I've gone around and around with the people at Amazon and been told differently solutions each time. None of the solutions work at all. I am still being charged as a regular member, not a Prime membership.
Business Response
Date: 12/26/2023
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.

Im sorry to learn about the problem with your Prime membership. It is certainly not what we expect our customers to go through.

Upon reviewing the complaint and account details , I see Prime membership is active and Free shipping is applied on your latest 2 orders placed on the account.

For the orders that are placed before December 25th,2023 , I see shipping fee is charged as your Prime membership was paused.

Now that your Prime membership is active , please check to ensure you're receiving free shipping and access to Prime movies.

If the issue persists, please reply to this email.

We appreciate your patience and understanding.

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

Regards ,

Srilaxmi
Amazon.com
***********************************
Initial Complaint
Date:12/25/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have never had an Amazon prime account but have ordered products from this business in the past. I discovered that they had been charging my account for almost two years. I contacted them to stop, they agreed and did credit $15.80 back to me but they continue to make this withdrawal. I have contacted my back and canceled my check card twice to stop this but after the 3rd time this has continued.
Business Response
Date: 12/26/2023
Hello ********;*******,

I'm Arun 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 unauthorized prime charges.

I apologize for the inconvenience.

I've checked and was able to initiate the refund for all the prime charges that you've been charged.

Total charges refunded : 19 x $15.80 = 300.2

Hope this helped and resolved the issue.

Regards,

Arun
Amazon.com
*****************************
Customer Answer
Date: 12/27/2023
Hello. I greatly appreciate your help with this matter. Amazon is stating that they closed my account, I never opened an account or gave them permission to access my checking account which is alarming. How can I be assured that next month I won't be charged again? If so can I pursue legal action, this has given a great amount of anxiety and stress. ***
Customer Answer
Date: 01/05/2024
Thank you for your help, I hope that this matter will be resolved with Amazon stopping any withdrawals from my account. They do not have my permission and I'm still unclear how this company accessed my account.
*******************;
Initial Complaint
Date:12/25/2023
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On December 12th, I ordered gifts with my Prime account, expecting free shipping. Surprisingly, I was charged $14.70. **************** assured me a refund post-receipt, noting it on my account. After I received the order, they backtracked, prompting a two-hour call where they acknowledged the initial assurance. However, manager ***** refused the refund, displaying rude behavior and abruptly ending the call.Frustrated, I filed a complaint, only to receive a response from ***** reaffirming her refusal to refund, suggesting no wrongdoing. Beyond the monetary concern, this experience highlighted a misuse of power and dismissive attitude, creating a sense of discrimination and frustration. The company's handling of the matter raised broader concerns about its customer service practices.
Business Response
Date: 12/26/2023
Hello Hesam,

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

Im sorry to learn about the problem with shipping fee on your orders and your unpleasant experience when you contacted our customer ******************** team. It is certainly not what we expect our customers to go through.

I have forwarded a relative feedback to our business team regarding your experience.

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

I have reviewed the complaint and account but, could not find any details related to the order.

I request you to include the order number in your response to this email.

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: 12/26/2023
Hope you had a great holiday weekend.
Order #: 701-6841777-1761869
Date: December 12
Items: 2*Shoe organizer, G9 led bulb dimmable, vitafit digital scale
Issue:
On December 12th, I placed an order for gifts using a different account to maintain privacy from my main Prime account. I was surprised to find a $14.70 shipping charge. Contacting customer service within an hour to see if I cancel my order or reorder it using my prime account to valid the charge, I was assured a refund after receiving the items as the person explain that there is no need to have prime account for this reason and we refund the shipping usually and its a really simple process, and the representative noted this commitment on my account.
Upon receiving the order, I promptly contacted customer service for the promised refund. However, a different representative claimed there was no record of the initial commitment, contradicting the assurances provided earlier. This led to a frustrating two-hour phone call where they eventually acknowledged the initial commitment after checking the transcript of the chat and told me the info was false by the representative but, disappointingly, the manager on duty, April, refused to honor the refund.
Adding to my dissatisfaction, ***** displayed discourteous behavior by abruptly ending the call without allowing me to fully address my concerns. Frustrated by this encounter, I filed a formal complaint not only to recover the monetary loss but also to bring attention to what seemed to be a misuse of power and a dismissive attitude toward customer grievances.
Several days later, I received a response to my complaint, and to my dismay, it was from the same manager, April. In her communication, she reaffirmed her position, asserting that she had done nothing wrong and adamantly refused to issue the refund. This response exacerbated my frustration, as it suggested a lack of accountability and a dismissive attitude towards customer concerns.
At this point, my dissatisfaction transcended the financial aspect of the issue. It became apparent that my experience was marked by a power dynamic wherein a manager seemingly wielded authority in a manner that left me feeling bullied and discriminated against. The persistence of this attitude despite formal complaint submission suggested a systemic issue within the customer service framework, further compounding my sense of frustration and disillusionment with the company's practices.
Business Response
Date: 12/28/2023
Hello Hesam,

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

Im sorry to learn about the problem with shipping fee on your orders and your unpleasant experience when you contacted our customer ******************** team. It is certainly not what we expect our customers to go through.

Please rest assured that all the conversations pertaining to this query will be reviewed. If your query wasn't handled efficiently or if any incorrect information was provided, we'll see that appropriate actions are taken to ensure our colleagues are coached accordingly.

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

To quickly resolve this for you , I can issue a gift card refund of $14.65 to your account which can be used against your next order with us.

Note : $14.65 is the shipping fee we charged but not $14.70.

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

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

We appreciate your patience and understanding.

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

Regards ,

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

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:12/25/2023
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.
Horrible and stressful. On Christmas Day I receive an email from Amazon saying they charged me for an item I had already been refunded for because it supposedly was not received. Clearly I dropped it off at a Whole Foods drop off location. (As selected by Amazon) and was scanned in which is why I got refunded for the ***** to start with. I didnt look back as I didnt anticipate the drama I got from having to call in. I despised the message as I knew I would need to waste time calling in. So when I do I got transferred to rose which told me she needs drop off receipt. I said how. It says that it got scanned in even in my app. I told her I cannot keep every single email as once I get it to the drop off location scanned its not on me after that. How could it be. She told me to contact the carrier. By this point Im livid. Contact a Whole Foods Amazon employee that wouldnt even know what Im talking about. Refund me and compensate me for this stupid unnecessary hassle me on Xmas day
Business Response
Date: 12/26/2023
Hello *********************,

I'm Arun 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 retro charge on the Order ID: *******************.

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

I've checked and see that the retro charge amount was already refunded to the same card.

Also, the retro charge amount was charged as the item was not scanned at the return's center.

Unfortunately, we'll not be able to compensate in this case.

I appreciate your understanding.

Regards,

Arun
Amazon.com
*****************************

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