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

58,218 total complaints in the last 3 years.
21,807 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:12/23/2023
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# ***-6727467-8612212 Login : ******************** Order date 12-22-2023 Item: core power fairlife elite 42g high protein milk shakes for ************:$40.84 around $43.80 after tax Order received 12-23-2023 The item arrived damaged leaking some of the milk everywhere I had contacted customer service to initiate a return it stated its not eligible for return and then was told to continue I need to provide my government identification if I wanted to proceed to see if I can return. I denied to give up my personal information and asked where it was stated in return policy I needed to provide this information and was told its not for the public information. Was denied to return until this information is provided. It does not state I need to provide my ID for a return on there policy.
Business Response
Date: 12/24/2023
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.

Im sorry to learn about the problem with your order #***-6727467-8612212. It is certainly not what we expect our customers to go through.

The verification process is part of our internal policies and is used in reviewing some of the orders.

Protecting your privacy and the security of your data is and has always been a top priority for us.

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

I would like to assure you that any information provided by you, is handled according to our Privacy policy.

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

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

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

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

We appreciate your patience and understanding.

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

Regards,

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

Complaint: 21050931

I am rejecting this response because:
I do not care about your made up internal policies. You do not have it listed in the return policy that's available to customers when purchasing that you need a government issued ID to do a return.
Sincerely,

*************************
Initial Complaint
Date:12/23/2023
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.
My Amazon account was closed because I had a **** gift card and there was nothing on the card and I used it on accident to try and buy something and I was sent an email about suspicious activity and my account was on hold for a few hours but eventually let me back In and it wouldnt let me purchase anything at all then I called your support and was told to keep trying to buy the item and eventually my account was just closed for no good reason and I am being asked to send proof of this **** gift card I no longer have because it has no money on it but my account still has money left in it I can no longer access and I would like my account unlocked
Business Response
Date: 01/17/2024
Hello,

We have restored your access to this account and processed any pending orders. You can track the progress of your orders in the "Your Account" section of our website.

Please complete our survey to rate your experience and help us improve this process. This survey is hosted by Qualtrics, an external survey platform, so the following link does not lead to an Amazon page:
***************************************************************************

Your responses are subject to the Amazon Privacy Notice:
*******************************************************************************;

How can I verify if this email is from Amazon?
Amazon emails are always sent from @amazon.com.

Account Specialist
********************
************************************
Initial Complaint
Date:12/23/2023
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 saw a deal on e-bikes and the ad told me I can get a $80 credit towards my purchase so I got the credit card and purchased 2 e-bikes , I was shocked when I saw it lowered my fico score by 21 points I have exceptional credit and gave me $1000 limit I have other accounts with synchrony which is who they use with $10,000 dollar limits anyway I got a confirmation email saying that the bikes were shipping *** labels created carrier had picked up the packages and they were on their way I had instructed signature only on delivery these were ordered on 12/11/2023 &12/12/2023 **** advised of delivery ************** and this was changed several times causing me to miss work as they were Christmas gifts for my wife and son we celebrate on Christmas Eve and open gifts, well one day before Christmas Eve while I was sleeping 1:45 am I got messages stating that the items were unavailable and that usally they reorder but couldnt on this order meanwhile I went to the Amazon.com website and looked up the same items and it had almost quadrupled $200 just for shipping and I was supposed to get free shipping it ruined my Christmas, I told them i would wait until they restock and they said it wasnt an option. So now if I had to repurchase it would be alot more I feel like it was a bait and switch getting me to signup for a card I didnt need or want and letting me know that the items shipped carrier picked up and then 1 day before Christmas telling me y were unavailable I talked to several customer service representatives and said I would at least like them to honor the purchase price as it was with free shipping and everyone I spoke to said they couldnt do anything about it, It was out of their scope.
Business Response
Date: 12/24/2023
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'm sorry to learn that about the problem with your orders. It is certainly not what we expect our customers to go through.

Upon reviewing your account and order details, I see a refund on both the orders with e-bikes is initiated successfully on December 22, *************************************** transit.

The refund would ************** next 3-5 business days on your card/account.

A replacement for the items isn't an option as the orders are refunded already.

I would request you to reorder the items from your end and Unfortunately, we're unable to offer the same price as we don't price match.

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

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:12/23/2023
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 December 15th, I ordered 2 Tamagotchi Uni watches, a purple one and an Amazon exclusive blue one. The purple was scheduled to arrive on December 18th and did. The blue had an estimated delivery date of December 21st-23rd. Today, December 23rd, at 1:31 PM, I received an email that the blue watch would now be arriving January 3rd-5th. On the day it should have been delivered and a day before Christmas Eve, I received the only update for the order. The ************ Amazon presented to me were either to accept the new delivery date or cancel the order. As this was to be a Christmas gift for my daughter, the new date obviously would not work. I proceeded with canceling the order, 114-3205687-0255446, hoping there would be some feedback option where I could voice my frustration. Not only was there nothing after canceling the order, there is no live chat with customer service available that I could find on their website.
Business Response
Date: 12/25/2023
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 sincerely apologize for the inconvenience caused with order.

Thank you for bringing this to my attention. I can certainly understand why this is distressing.

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.

I've reviewed the order and see the one in Purple was delivered on December 18, 2023 and Blue was cancelled for which you were not charged.

I would like to apologize once more that we have caused such inconvenience in these regards and I hope you understand that this was completely unintentional and Forgive us for the same.

Our customer's satisfaction and their convenience is very important to us above all else, it's the foundation on which our company was built. Be assured that we'll continue working hard to ensure that you receive accurate service, and also to minimize the chances of anything like this occurring again.

In this case, we are unable to add credits to your account.

Thank you for taking time and providing us with the feedback. We appreciate the effort and feedback from our customers help us to improve our services.

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

Regards,

Sahitya
Amazon.com

*****************************
Customer Answer
Date: 12/27/2023

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:12/23/2023
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.
We were told that our home address was not guaranteed to be delivered in time for Christmas and was encouraged to use an amazon locker. Then the order was cancelled saying the locker refused our order. After talking to 6 different representatives from amazon and receiving absolutely the worst rudest customer service ever the outcome was my sons' gifts would not be here for Christmas, and they would not refund until after Christmas. I have never wished a company go bankrupt until now. These people hire the lowest of lows. And good luck trying to understand a word they say.
Business Response
Date: 12/24/2023
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'm sorry to learn that about the problem with your order #***-6529576-8924220. It is certainly not what we expect our customers to go through.

To help you with this issue , I can process refund for the order. I would request you to reply back with your preference on refund method:

1. Amazon gift card balance (2-4 hours)

2. Original payment method ( 3-5 business days)

The refund will be issued instantly as soon as I receive confirmation from 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:12/23/2023
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 some items in my Amazon account with a gift card and Amazon suspended my account for no reason and canceled all my orders and the money from my gift card I cannot retrieve it. They claim I provided inaccurate information which is not true at all. I cannot access my account where my gift card money is and on top of that they do not respond to any of my emails.
Business Response
Date: 01/20/2024
Hello,
We have reinstated this customers buyer account. We sent an email to the customers registered email address on 1/20/24 confirming account reinstatement.
Initial Complaint
Date:12/23/2023
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.
Order # ***-3537122-8080240 place December 20, 2023 I ordered a can of diced mangos and it arrived very damaged. There is a huge dent on the side and on the top. I do not know whether it is safe to eat or not. Can I please have a refund?
Business Response
Date: 12/27/2023
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'm sorry to hear about the condition in which you have received your package of Canned Diced Mangos.

Rest assured, we have initiated your refund on Tuesday, December 26, 2023 at 10:31 PM (PST)

Refund amount : $2.62 to Original Payment method.

You are welcome to keep, donate or dispose of it - whichever option is most appropriate and convenient for you.

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

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

We look forward to seeing you again soon.

Regards,

Sahitya
Amazon.com

*****************************
Customer Answer
Date: 12/31/2023

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:12/23/2023
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.
I ordered a pair of shoes as a Christmas gift and paid $138. On Dec 19th an Amazon driver arrived and my husband answered the door. He was asked by the driver for the last 2 digits of my cell which he provided. He was then handed two envelopes and a box by the driver (which contained a gift he bought for me). When I checked the Amazon site to see when the shoes would arrive, it said they were delivered on the 19th. The shoes never arrived. The receipt stated the driver handed the items off to a resident. We reported this to Amazon and were told to file a police report. We reviewed our Ring camera video for the date and time of the delivery according to Amazon. It shows the Amazon driver handing over two envelopes and one large box. The box contained a gift that my husband ordered and asked to have repackaged as the gift would be visible upon delivery. That box only contained that item and nothing else. We also noticed that one of the envelopes (addressed to me) contained an odd item that we never ordered. We decided to look at the envelope again and noted that the order number for the missing shoes is on that package. So it appears that the order was mislabeled at the Amazon delivery hub and was not stolen from our porch or by the driver as they insinuated.After pointing this out, I was told I cannot get a refund because my husband gave the driver the code he asked for. There is no way anyone could know what a package contains before opening it so the code proves nothing other than that a package was delivered. Now I am being told that there is no recourse because the driver was given a random code that proves a package was delivered. It was-the WRONG package. After asking to speak with a supervisor all communication ceased. I can provide all evidence necessary to prove that this was a s**** up at Amazon. It is appalling that they would have someone file a false police report to cover their mistake.I want my money back. I will not file a false report!
Business Response
Date: 12/24/2023
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'm sorry to learn that you've received wrong item on order #***-2725759-2116226. It is certainly not what we expect our customers to go through.

Upon reviewing the complaint and order details, I can help you with refund on return for the item.

I can send a QR code so you can return the item for a refund. With this return QR code, you can drop off the item at nearest *** store.

I will create a return label and send it to you through email, as soon as I receive confirmation from you.

Once an item is returned, it can take up to 30 days to process the return and issue a refund.

We apologize for any inconvenience this situation has caused you.

We appreciate your patience and understanding.

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

Regards,

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

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:12/23/2023
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.
Date: December 10, 2023 Amount: $495.74 (Two orders of $247.87 each for a total of $495.74)The items committed: Two Heybike Race ************ Bikes Nature of Dispute: Amazon cancelled the order citing nonavailability, while the items were actually available to purchase on amazon but of course for higher price than the price I ordered them with, and unilaterally made refunds. So essentially, Amazon retracted on their sale with price they agreed on at the time I placed the order Whether or not Amazon tried to resolve the problem: No First Order # ***-6367540-3940238 and *** Tracking # 1ZB791644248823274 Second Order # ***-54***32-1997857 and *** Tracking # 1ZB791644229658579 Amazon Advertising dates: December 10, 2023 (Order placed according to that Ad) December 23, 2023 (The 2 Bikes are available in stock)The desired Settlement: Amazon simply Honor their commitment to the sale they charged and Fulfil the order instead of their unilaterally cancelling and refunding the order for the obvious reason of retracting on the price and wanting to charge me more money for the same item.
Business Response
Date: 12/25/2023
Hello ****,

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

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

I've reviewed both the orders and see thy were refunded on Friday, December 22, 2023 to your Visa.

As items were refunded, we are unable to process replacement and also the product purchased was sold and shipped by amazon however the product which is available in stock is with third party seller on our website *** to which a replacement was not possible.

We strive to maintain low and competitive prices on everything we carry. We constantly compare Amazon's prices to our competitors' prices to make sure that our prices are as low or lower than all relevant competitors. As a result, we don't offer price matching.

To read more about our pricing, please visit our Help pages:

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

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

Regards,

Sahitya
Amazon.com

*****************************
Customer Answer
Date: 12/26/2023

Complaint: 21050607

I am rejecting this response because:
The agent (Sahitya)from amazon.com intentionally ignored the main issue of the complaint, which is that Amazon unilaterally made the refund, after they unilaterally cancelled and reneged on the sale they had committed to. I say intentionally because it is hard to believe that an Amazon customer service employee could not comprehend the issue of the complaint as was clearly described.

The agent also made the misrepresentation (I imagine intentionally as well) that ..the product purchased was sold and shipped by amazon.., where the items were never shipped nor given to the *** to do the actual shipping.See a copy of *** tracking on each order below. The *** tracking would have said (following the line of Label Created that *** is in possession of the item, had the item been really given to *** by Amazon.

And of course the agent made those ignoring and misrepresentation to avoid addressing the unacceptable business practice Amazon did, which is to cancel and renege on the sale they committed to at the time of the sale (and of course made the refunds), simply because they did not like the price and eventually want me the customer rebuy the items at the higher price the listed (and still on their website.

The remedy of replacement is essentially that Amazon honors the sale they committed to, reinstate the sale, of course get back the funds they refunded (with help in making the actual payment again), and commit to a Better Business practice on reneging on sales they dont like the price on!!!

Copy of the *** Tracking information

Item 1
Your shipment tracking ****************************************************************************************************************

1ZB791644229658579
Estimated delivery
The delivery date will be provided as soon as possible.

Current Event Label Created
Future Event On the Way
Future Event Out for Delivery
Future Event Delivery
Ship To
*****, ** **

Item 2
Your shipment ****************************************************************************************************************

1ZB791644248823274
Estimated delivery
The delivery date will be provided as soon as possible.

Current Event Label Created
Future Event On the Way
Future Event Out for Delivery
Future Event Delivery
Ship To
********,** **

Sincerely,

***************************
Initial Complaint
Date:12/23/2023
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.
This report is regarding Amazon Games, specifically New World.On October 3rd, my character was rendered unplayable. Anytime I launch the game, it crashes with an error message. I submitted a ticket to fix it and there have been no updates. I submitted multiple log files, provided a video of the issue, redownloaded the game, verified files etc. I even bought an entirely new PC and did a fresh install of the game. Nothing has worked and I am still unable to play the character.I've spent over $500 on in-game purchases. Without being able to play the game, these charges are unfair and Amazon has done nothing to rectify the issue. Per their website, there are no avenues to refund these purchases.
Business Response
Date: 12/25/2023
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.

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

To help you with this issue , I have partnered with our internal team and the team is requesting your character's name to investigate further on this issue.

I request you to help us with your character's name in your response to this email.

Rest assured, once we receive the information we will address the issue as 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: 12/26/2023
Amazon reached out to me directly via email and I supplied the name and server.
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.

Thank you for sharing the character name and server details with us.

To help you with this issue , I've partnered with our internal team and I see a JIRA report was submitted to the team previously and it is still open.

Given the unique nature of the issue, The team requires additional time to investigate and unfortunately , we are unable to provide an estimated time at this moment.

I would encourage you to checkout the official discord server or news for any possible updates.

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

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

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: 12/30/2023

Complaint: 21050581

I am rejecting this response because: no specific resolution date nor evidence of efforts made.

Sincerely,

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

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

We appreciate your patience and understanding as our team work diligently to resolve the issue you're experiencing.

The complexity of the situation makes it challenging to provide specific time frame, but rest assured our team is actively investigating the matter by analyzing the game logs and recordings.

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

We appreciate your support 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
***********************************
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.

We appreciate your patience and understanding as our team work diligently to resolve the issue you're experiencing.

The complexity of the situation makes it challenging to provide specific time frame, but rest assured our team is actively investigating the matter by analyzing the game logs and recordings.

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

We appreciate your support 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
***********************************
Business Response
Date: 04/03/2024
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 understand your concern and I'm really sorry for the experience you had with this issue.

The complexity of the situation makes it challenging to provide specific time frame, but rest assured our team is actively investigating the matter by analyzing the game logs and recordings.

Please know that the team are aware of this and are doing their best to find the cause of the issue which will help in solving the problem.

I would encourage you to checkout the official discord server or news for any possible updates.

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

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

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

Regards,
Srilaxmi
Amazon.com
***********************************

Business Response
Date: 04/14/2024
Hello there,

Thanks for raising this to **. We've reviewed the ticket and the previous ticket as well and understand that the player is unable to play the game on their character. As previously mentioned, the **** ticket (Bug report) that we created for the player's issue is still active and under investigation.

Please know that the team are aware of this and are doing their best to find the cause of the issue which will help in solving the problem. As previously mentioned in the previous ticket, there's no ETA for the fix yet due to the nature of the issue. What we can do at the moment is to continue empathizing with the player while waiting for future updates on our official discord server or news hub.

Here's the links for reference:

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

Customer Answer
Date: 04/15/2024

Complaint: 21050581

I am rejecting this response because: I don't understand why I am expected to accept a response that has provided no ETA, no alternative solutions, no action plan, no next steps, and offers only empathy as a solution. Nothing has been done to rectify the issue. I'm not comfortable accepting the response and closing the ticket under the assumption the business will follow through when the business has not followed through on anything thus far.

Sincerely,

***************************
Business Response
Date: 04/25/2024
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.

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

As per update received, our team is planning to implement a fix for your game character during downtime on 4/30/2024.

After this downtime, team will check the character to ensure the problem has been resolved.

I'll keep you updated if I receive any new information from the team.

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: 05/01/2024

Complaint: 21050581

I am rejecting this response because: same error occurs as of 5/1/2024.

Sincerely,

***************************
Business Response
Date: 05/16/2024
Hello ******,

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

I'm sorry to learn that the issue still persists.

I've escalated this matter to our internal team, and they're actively working on it.

While we haven't found a fix yet, our team is diligently investigating.

Thank you for your patience as we strive to resolve this matter. Please feel free to contact us directly by replying to bbb@@amazon.com if we can be of further assistance.

Regards,
Srilaxmi
Amazon.com
***********************************
Customer Answer
Date: 05/21/2024

Complaint: 21050581

I am rejecting this response because: the issue persists.

Sincerely,

***************************
Business Response
Date: 06/06/2024
Hello ******,

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

I'm sorry to learn about that the issue still persists. It is certainly not what we expect our customers to go through.

Our team has implemented a fix for your game character during downtime on 06/04/2024.

As per update received from the team, they were unable fix the issue yet and are planning to attempt another pass in the next downtime planned for 2 weeks from now.

I hope this information helps. We appreciate your time and patience in this regards.

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

Regards,

Srilaxmi
Amazon.com
***********************************
Customer Answer
Date: 07/24/2024
I cannot log into my character at all. Before, I used to be able to reach the character select screen, select my character, then it crash with an error message that I could 'report'. Now, I cannot launch the character and there is no error message. It simply closes.

Thanks,
******

Business Response
Date: 08/15/2024
Hello ******,

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

I'm sorry to learn about the problem with your game character. It is certainly not what we expect our customers to go through.

I've checked with our concern team regarding this issue and they have confirmed that they were not able to fix the character but have compensated with ****** Marks of Fortune for the inconvenience as shared previously.

Our team will continue to see where the problem stemmed from and make adjustments on their end.

Thank you for your understanding. Have a great day ahead!

Regards,

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

Customer Answer
Date: 08/19/2024

Complaint: 21050581

I am rejecting this response because: ****** marks of fortune is equivalent to 40 USD, around 8% of the value of my initial claim. Moreover, it is an in-game currency...for a game in which I cannot play. This is a bad-faith attempt to make things right.

Sincerely,

***************************
Business Response
Date: 09/05/2024
Hello ******,

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

I apologize for not being able to fully resolve the issue with your game character.

I understand how frustrating this must be, and as a token of our appreciation for your patience, our team has provided compensation.

We are actively working to identify the root cause of the problem and make the necessary changes.

Additionally, our team has confirmed that you are not blocked from playing the game and can continue to play with other characters.

Thank you for your understanding. Have a great day ahead!

Regards,

Srilaxmi
Amazon.com
*****************************
Customer Answer
Date: 09/05/2024

Complaint: 21050581

I am rejecting this response because: nothing has changed since I first submitted the complaint. I still cannot play the character. The "compensation" is not appropriate as it is an in-game currency for a game I cannot play.

Sincerely,

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

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