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

59,354 total complaints in the last 3 years.
21,616 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:
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,

***************************
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 ordered an item on Nov 26 2023 and received it on Dec 4 2023. I decided to send it back due to fraudulent Black Friday pricing. I requested return on Dec 11 2023 and dropped off at *** facility same day. The item was received by Amazon, with proof of delivery on Dec 19 2023. When I saw it was delivered to Amazon, and noticed they haven't show it received, I called. I was told that without submitting my legal identification, I would not receive a refund. I stated that was fine, just send back the item i purchased. I was told that wasnt an option I was an Amazon customer since 2006. I provided identification and was then told to wait and contact them at a later date if I still wanted a refund. As of Dec 23 2023, Amazon still hasn't updated receiving package or refunded my purchase. I have paid for item including CA tax and Amazon has the item and is refusing refund in a timely manner. While also requiring personal information only after the item was in their possession with no recourse for my refund. In short, Amazon has stolen over $150 from me at this time
Business Response
Date: 01/09/2024
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 returned item on order ending with #****. It is certainly not what we expect our customers to go through.

For certain orders, Our Specialist team requires a government issued identity proof to investigate and issue a refund.

Please rest assured that any information provided by you, is handled according to our Privacy policy.

Upon reviewing the order details , I see that a refund of $150.15 is issued successfully on Tuesday, December 26, 2023 for item :"YETI Lowlands Blanket, Multi-Use Blanket with Travel Bag, Alpine Yellow"

The refund should be reflected on your card/account by this time.

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

**********************************************************************************.

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:
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 ebike from Amazon Order #***-8101093-0217803 and was cancelled today due to late delivery (per Amazons' excused). The items shows that was picked up by CEVA and schedule to deliver on Dec 27, 2023. I feel being cheated by Amazon by two reasons:1. They try to low item price but do not want to deliver (this item was sold and ship by Amazon). I called Amazon CS: they claimed that the vendor does give them the item ( Items shipped per Amazon website)2. I used Amazon credit card to purchased item. I already paid with my own money. Now with the refund I have no choice to use Amazon credit card. Since I dont have any need to use Amazon credit card on anything.Other order ORDER # ***-8972334-7189811, was late on Delivery 3 times by Amazon never cancel and took me long time with phone call to able to cancel and I still also received Amazon Credit card credit for 187 dollar. I feel like I am being scam by Amazon stuck with more than 600 paid for Amazon credit card.My complain that Amazon has to honor the bike I purchase, whatever they do they have to deliver Rattan 750W Electric Bike for Adults 48V 13AH Removable ************************* Bikes LM/LF Pro Ebike 20" x 4.0 ***************** Bicycles with EXTRA BATTERY with the same price.Rattan ebike still available on Amazon website for sale with regular price, this is cheating with consumer.
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 is initiated successfully as orders are lost in transit.

1. Order ID: ******************* was refunded on December 22, 2023

2. Order ID: ******************* was refunded on December 21, 2023

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

As the orders are lost and refunded, it isn't an option resent or delivery the items.

I would request you to reorder the items from your end on Amazon.

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

Complaint: 21050484

I am rejecting this response because:
The bike was already shipped per Amazon website. I feel like being cheated by Amazon because the bike price back to normal price. It is their fault by not honor their sale and it is their responsible to reorder the product to replace lost late items after sale. Amazon can not suggest customer just reorder their cancel product because of their mistake by running late on delivery. I do not accept their refund and want Amazon to keep item on delivery schedule. If they feel their product running late they should reorder on their end. They can not just cancel without notice. UNLESS THIS PRODUCT DO NOT DISPLAY ON SALE BY AMAZON.

Sincerely,

***********************
Initial Complaint
Date:12/23/2023
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.
An order of 10 cosmetology mannequins was ordered from amazon.com for $432.90 on Sept 21, 2023 and set to arrive Sept 27, 2023. Order number is 113-5296995-4886639. It did not arrive and the website recommended to cancel the order and request a refund. Nothing has come through, refund or store credit. After contacting Amazon customer service several times, it ranged from they tried to resolve the problem to they did not try. Below is the timeline of the issue.By October 23, the package had not arrived and the order page recommended to cancel the order because it seems something happened during transit and request a refund. I did as such. The page changed, saying the refund will be processed after the return arrives.Up until Dec 7, I held faith and waited for return to arrive but the status never changed and no refund issued. First conversation with Amazon customer rep *** said that there was nothing they could do on their end but gave instructions to work it out with the seller Traininghead.From Dec ****, email conversations with Traininghead said that since Amazon fulfills their shipping, they have no information on logistics and were unable provide assistance but recommended that I return to Amazon help.Dec 11: I started another conversation with Amazon customer service and **** said they could help me with the refund. Asked for gift card or original payment and I responded original payment. The chat window became inactive after a few minutes and after restarting the chat, ******* joined and read the prior conversation. He said he successfully processed a full refund for the products and it will show up in 3-5 business days for $432.90. I received the email confirmation in a few minutes. Dec 23: There is still no refund on the card and another conversation with Amazon **************** rep ******* said that they did not see that a refund was issued on the order and they also did not see an option to issue a refund.
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.

I sincerely apologize for the inconvenience caused with orders.

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

I've reviewed the order and see that 60 days passed from the purchase date. Unfortunately, due to the age of this order, reliable tracking information is no longer. Because of this, we won't be able to provide a replacement or refund for this order at this time.

In this case, I request you to contact your bank and dispute charges with them.

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.

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.

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.

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

Regards,

Sahitya
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. I greatly appreciate the businesss reviewer for their time, assistance and clear response with this matter.

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.
Subject: Complaint about Delivery Issue with Amazon Order #***-7227772-9921022 Dear Better Business Bureau,I am writing to file a complaint against Amazon for a delivery issue that I have been facing. I purchased several items from Amazon with the order number #***-7227772-9921022. The items include:English Toffee Chocolate Gift - Chocolate Gift - Chocolate Assorted Toffee Bars - Holiday Toffee Candy Gift Box - Viennese Crunch Nougat Gift Basket - Birthday, Thank You, Sympathy Nautica mens Classic Fit Short Sleeve Dual Tipped Collar Polo Shirt, Noon Blue, Medium ** Brooklyn Botany ************************ 100% Pure and Natural Therapeutic ********************* ************** for Aromatherapy and Diffuser **** Fl Oz ******* IceFlow Fast Flow Bottle 24oz Polar GoveeLife ******************* Diffuser with *************** Control for *********** Bedroom, 300ml Quiet Cool Mist Aroma Diffuser with 2 Mist Modes, 24H Timer, Waterless Auto Off/Alarm Despite the order status showing as delivered today, I have not received the items. I was awake at 5:30 AM when the package supposedly arrived, and I have searched the whole premise. Additionally, I knocked on the doors of all my neighbors to check if the package was mistakenly delivered to them, but it was not.I have attempted to resolve this issue directly with Amazon, but my efforts have been unsuccessful. I find this situation highly unacceptable and unprofessional.I kindly request BBBs assistance in resolving this matter. I believe I am *********** receive the items I purchased or a refund as per Amazons delivery and refund policies. I hope this issue can be resolved promptly to ensure customer trust and satisfaction.Thank you for your attention to this matter.
Business Response
Date: 01/18/2024
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 know you haven't received the item in Order ending with 1022 while the tracking indicates that its delivered and you'd like to be refunded.

On checking, I see that you've disputed the charge, hence I request that you please reach out to your bank for any further updates on dispute.

In this case, we are not able to provide any further information apart from this.

We appreciate your understanding and hope to seeing you soon.

Regards,
*******
Amazon.com
*****************************
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.
Subject: Complaint about Refund Issue with Amazon Order #***-4954869-5325044 Dear Better Business Bureau,I am writing to file a complaint against Amazon for a refund issue that I have been facing. I purchased a TUMI - Alpha 3 Slim Deluxe Portfolio Bag - Organizer Briefcase for Men and Women - Black from Amazon with the order number #***-4954869-5325044.After receiving the product, I decided to return it. I followed Amazons return procedures and sent the item back over two weeks ago. However, despite the return being processed, I have not yet received my refund.I have attempted to resolve this issue directly with Amazon, but my efforts have been unsuccessful. Amazon has refused to return my money, which I find highly unacceptable and unprofessional.I kindly request BBBs assistance in resolving this matter. I believe I am *********** a refund as per Amazons return and refund policies. I hope this issue can be resolved promptly to ensure customer trust and satisfaction.Thank you for your attention to this matter.
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 refund on your order #***-4954869-5325044. It is certainly not what we expect our customers to go through.

Upon reviewing your account and order details, I see that the return authorization was created and returned on Wednesday, December 13, 2023.

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

For more information on Return policies, you can view our website Help page using this link:

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

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: 12/25/2023
Dear ********,
I appreciate your response, but I must express my growing frustration with this situation. It has been a considerable amount of time since I returned my items, and I have yet to receive my refund for order #***-4954869-5325044.
I understand that returns can take up to 30 days to process, but I did my due diligence by returning the items promptly on December 13, 2023. It is now well past that timeframe, and I am still without my refund.
This situation is causing me unnecessary stress and inconvenience. I have been patient, but I believe it is time to expedite this process. I respectfully request that my refund be processed as soon as possible.
I look forward to your prompt attention to this matter and an email confirmation once the refund has been issued.
Thank you for your understanding.
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.
December 20, 2023 $9.97 Amazon said they would offer this item for sale and that it is eligible for a return or replacement (see screen shot submission)Upon asking for a refund for the product Amazon says on their end it is NOT eligible and they hang up instead of helping me to reach a resolution. Order number 113-4436110-1124263 This item I advertised on their own website, which includes the available return 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 #***-4436110-1124263. It is certainly not what we expect our customers to go through.

To quickly resolve this for you, I can issue a gift card refund of $9.97 to your account which can be used against your next order with us.

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

Regarding the return eligibility of the item, I would request you click on the "Eligible for Refund or Replacement" on the item page to see more information.

We regret any misunderstanding and apologize for the inconvenience this 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:12/23/2023
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.
Transaction date was 12/19/23 Total amount was $47.96 but was charged $53.75 I was trying to order Christmas gifts from the Amazon liquidation sales. Everything went ok until I received an email with confirmation number when I clicked on the "contact us" button it gave me a email address as follows ********************* I immediately contacted Amazon to inform them of my situation. After being transferred a half a dozen times a customer service representative finally was able to figure out that the order was placed with amazon.*** I was then told that a full refund would be issued but only if I took it as a gift card. I agreed since it was for Christmas gifts anyways. The representative said refund would be issued in 2-4 hours, it's been 5 days and still nothing. I've contacted customer service on four different occasions since the 19th only for the customer service representatives tell me they are unable to locate the order and when I tell them to go back over previous conversation since it's all saved and recorded they transfer me to another department. Order number is ****************
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 #**************** and the incorrect information shared by our customer service team. It is certainly not what we expect our customers to go through.

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

The email that you've received about order confirmation isn't from Amazon. For your protection, do not respond to it, and do not open any attachments or click any links it contains.

If you receive a suspicious email, you can report it by following the guidelines from our Help page: *************************************************************************************

If you responded to the email or visited a linked website but didn't provide any personal information (such as your login or password), your Amazon.com account information should still be safe. However, if you did respond or if you visited a forged website and entered your Amazon.com login and password (or any other personal information), we recommend that you update your Amazon.com password immediately by going to Your Account (*******************************************) and selecting "Login & Security." If you provided financial information, you may want to contact your bank or credit card provider.

Upon further review, it appears that your query is not related to Amazon or any of the services offered by Amazon or its affiliates.

Since this query has nothing to do with Amazon, we're unable to offer any insight.

I can only suggest you to reach out to concerned marketplace or their customer ******************** team for assistance with this query.

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

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