Complaints

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

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  Amazon.com

  202 Westlake Ave N Ste 2 Seattle, WA 98109-5264

  
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  Amazon.com

  2020 Joe B Jackson Pkwy Murfreesboro, TN 37127-7792

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  Amazon.com

  1155 Worldwide Blvd Hebron, KY 41048-8648

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  Amazon.com

  1 Centerpoint Blvd New Castle, DE 19720-4172

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  Amazon.com

  4255 Anson Blvd Whitestown, IN 46075-4412

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:12/22/2023

  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 has suspended my account, after 20 years of being a customer, and without any information. In the process, they blocked my access to all my digital items (Kindle and Audible books, and videos I purchased). In essence, they took back products I paid for, with no recourse offered. They also took credits I had in the form of both monetary credits and Audible credits.Though they did not inform me of the reason, I suspect (after reading customer reports online) that it's because I returned 6 items (out of dozens ordered) in December. If they warned of a return limit I would have avoided it, of course, but I did not see a problem (items returned were new, and Amazon even allows "Try before you buy" for many relevant products of the categories purchased and returned). Amazon did not issue any warning, just closed my account suddenly, without explanation or way to communicate with them about it. In fact, it appears they even apparently lied to me earlier in the week when I communicated with customer service, saying the issue was because they thought my account was being used by someone else to make purchases. Now customer service essentially says they have no info to give and can do nothing.In any case, it doesn't seem right for them to basically rob me of all the digital products I've purchased from them over the years, not to mention digital credits I had with them, including a whole year's worth of pre-paid Audible credits. Overall, I suspect the cost of the digital merchandise they essentially took back without refund was worth at least a couple of thousand dollars, possibly more. It included hundreds of digital and audio books I'd paid for.I would like them to restore my access to my digital content, at the least, and otherwise refund me for what they took. It doesn't make sense a business can just take products you paid for in this manner. Please please help me, I feel powerless against them. Amazon account: ****************** phone: ************

  Business Response

  Date: 01/13/2024

  Hello,
  We have reviewed the customers buyer account and require more information to complete our review. We are unable to accept customers request for a refund without the information. 
  We have requested the necessary information from the customer via email. We sent this request to their registered email address on 01/13/2024.
  Sincerely,
  ***
  Amazon.com

• Initial Complaint

  Date:12/22/2023

  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 a Hiboy S2 ******************** from amazon.com on December 9th, 2023 as a Christmas gift for my son. The seller is Amazon.com Services LLC. Originally, it was supposed to be delivered by December 19th, 2023. However, as the delivery date approached, Amazon indicated that is was delayed and would show up by December 20. I contacted Amazon support on December 19 and they said they were escalating and to check back in 48 hours. I contacted Amazon support again on December 22 as the scooter had still not arrived and there is no longer an expected delivery date. Amazon support indicated that the scooter was lost in transit and it would NEVER be delivered. They said they could issue a refund and I could order a new scooter but it would need to be through a 3rd party seller and would cost $128 more than the price I paid for the scooter. Amazon support also said they could offer a $30 credit to make up for the issue however a) this credit can't be applied to the new order because it is through a 3rd party seller and b) it doesn't cover the cost difference for a replacement order. I escalated to a supervisor who offered a $50 credit, also not applicable to any replacement order I made for the scooter through a 3rd party seller and also not covering the difference in price. This is a bait and switch. I expect the scooter I already ordered to be delivered, even if it is not in time for Christmas. If the order is indeed lost, then Amazon should ship me a replacement of the exact same scooter. Amazon refused to do this.

  Business Response

  Date: 12/23/2023

  Hello,
  
  I am Mahendra 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.
  
  Upon reviewing the complaint details, I see that you are referring to the order #***-9882884-7005851 regarding item not getting delivered.
  
  Based on order details, the refund of $508.57 is processed on Friday, December 22, 2023 at 9:12 PM (PST).
  
  You'll receive the refund within 3-5 business days and you'll receive the confirmation email shortly.
  
  I understand that the price for new item which you are referring to is high. If there is any option to create replacement we would have created it. Due to the price policy we don't have option to offer the price difference.
   
  We appreciate your time and patience in this regards. We look forward to seeing you again soon.

  Regards,
  
  Mahendra
  Amazon.com
  *****************************

  
  

• Initial Complaint

  Date:12/22/2023

  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 got banned from writing reviews because I said *******************' book was written by a Fascist. A few **** salutes and a decade later, I was absolutely positively right. You need people of good knowledge, foresight, and reputation writing reviews. Otherwise, your review process is biased.Seems like time has proven me MORE than right. Time for you to realize that fact.

  Business Response

  Date: 12/23/2023

  Hello,
  
  I am Mahendra 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 have researched your complaint but wasn't able to find the Account you asked about using the information provided. 
  
  For your account's protection, we're only able to respond when we can confirm the request is coming from the account holder through the email address on the account.
  
  We would need you to write from the associated email of the account with the detailed description of the issue for research. 
  
  You can look up your orders online through Your Account ***********************/your-account).
  
  Note: Legal and privacy concerns limit the information we can release and to whom it can be released.
   
  We appreciate your time and patience in this regards. We look forward to seeing you again soon.

  Regards,
  
  Mahendra
  Amazon.com
  *****************************

• Initial Complaint

  Date:12/22/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a tablet from amazon on November 3rd 2023. The item was returned on Nov 24th through **** The item was returned unopened sealed as it came. I contacted customer service numerous time. For some reason they asking for my driver license without explanation. First of all you dont ask for customer driver license for refund. But, I did submitted my copy of my ID to get refund a week ago. Today, I contacted the customer service again and now they are telling me to file some incident report which they have all the information already. Their business practice is unethical and illegal. I would like received a refund asap. I will never do business with amazon again.Order Date November 3rd 2023 Order # ***-1872971-3408203 Xiaomi Pad 6 WiFi Version 11 inches Purchased price $344.86

  Business Response

  Date: 12/24/2023

  Hello *****,
  
  I'm Aqeeb 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 reaching out to us.
  We apologize for the inconvenience caused with your Order return and refund.
  
  Upon reviewing, I see that our team has verified your ID and waiting for an Incident Report.
  Please review and respond to the **Mail shared on Friday, December 22, 2023 at 11:40 AM (PST)
  
  Thanks for your understanding. We look forward to seeing you again soon.
  
  Regards,
  *****
  *****************************

  Customer Answer

  Date: 12/24/2023

   
  Complaint: 21047380
  
  I am rejecting this response because:

   

  I have already provide you with following information. All of the information you requested is on my amazon account. Also, not only that

  Amazon listed incorrect tracking listed incorrect tracking information my amazon account. I have attached additional documents.
  

  Order number#***-1872971-3408203 Description of Items: Xiaomi Pad 6 WiFi Version 11 inches 144Hz
  Drop off *** on November 24th *** tracking number 1Z6E55402666324377.

   

   

   

  
  
  Sincerely,
  
  *****************

  Business Response

  Date: 01/09/2024

  Hello,
  
  I am Naveen from Amazon.com. I am writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I have provided the BBB with a copy of this message.
  
  I've reviewed your email and completely understand your disappointment with the refund of order ID: *******************, Upon checking I see that refund has been issued to the original payment method on Friday, January 5, **** at 1:34 PM (PST).
  
  Thanks for your patience and understanding in this regard. Please feel free to contact by replying to *********************************************** if we can be of further assistance.

• Initial Complaint

  Date:12/22/2023

  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 cancelled all Amazon account last month due to their cyber security issues and hundred of dollars being charged to my Debit Card, Credit Card and Personal Debit Cards. These 3 cards were only all together on 1 account, my ******************** account. Then on 12/22/2023 they charged my account $196.81. I have no idea what it is as all accounts have been closed for almost 30 days. I called customer service 3 times on 12/22/2023 and they all said dispute it with my bank and refused to refund my money. I will never do business with amazon ever again. They are a fraudulent company ***** nilly charging customers account for NO reason.

  Business Response

  Date: 12/23/2023

  Hello,
  
  I am Naveen from Amazon.com. I am writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I have provided the BBB with a copy of this message.
  
  I've reviewed your email and completely understand your disappointment with the unknown charge. To help you with this, I request you to write back with the charge ID of $196.81 so that we will be able to check this for you.
  
  I realize asking you to contact us again would be inconvenient. However, Please understand that I would like to resolve this issue at your satisfaction and appreciate your understanding!
  
  Thanks for your patience and understanding in this regard. Please feel free to contact by replying to *********************************************** if we can be of further assistance.

  Customer Answer

  Date: 12/23/2023

  Transaction ID *********

   

  MO5DU9 440

  Business Response

  Date: 12/27/2023

  Hello,
  
  I am Naveen from Amazon.com. I am writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I have provided the BBB with a copy of this message.
  
  Thank you for writing back with the charge ID's, Upon checking it shows the charges are from different amazon account and not from : *****************
  
  Due to account security reasons we won't be able to refund charges from different account.
  
  You can contact the person with whom you are sharing the card with or if any one is using with your knowledge you can contact your bank and dispute the charge.
  
  Thanks for your patience and understanding in this regard. Please feel free to contact by replying to *********************************************** if we can be of further assistance.

  Customer Answer

  Date: 12/27/2023

  As I have spoken with multiple reps at Amazon there was 1 main account under the name ******************************* whiche was hacked and they stole all my debit and credit cards. I worked with ******* Fraud to gain access back to my account only to be hacked again. We closed that account and I had to open a new personal account under my name using my work email address since I could not use ***************** I used *************************************** Soon after opening that account it was also hacked and fraud happended on it too. I called in and cancelled that account as well and also cancelled my Amazon Music account because of all the security issues with Amazon.

  I also just received this email yesterday from Amazon

  Hello,
  
  We believe that an unauthorized party *** have re-accessed your account. To protect your information, we have:
  
  -- Disabled the password to your account. You can no longer use the same password for your account.
  -- Reversed any modifications made by the unauthorized party.
  -- Canceled any pending orders.
  -- Restored any gift card balance that *** have been used by the unauthorized party. It *** take 2 to 3 days for the gift card balance to be restored.
  -- Disabled the Two-Step Verification in your account. Please reactivate if appropriate.
  
  Please allow 2 hours for these actions to take effect. After 2 hours, contact **************** to regain access to your account.
  Customers in *****************: ************** Customers in ******: **************
  International customers: **************
  Please ask to be transferred to the ************************* for help.
  
  In the meantime, we recommend that you do not use the same password that you use on other sites, including your email provider. Actively monitor all your accounts, including your email, and any unauthorized change to auto forwarding/deletion rules of your email setting.
  
  We also recommend that you review all recent activity in your payment methods, and report any unauthorized charges to your bank or financial institution. As the refund will not be issued by Amazon, your financial institution will send you forms to formally dispute the unauthorized charges. The applicable merchants will be notified and charged back, and your account will be credited.
  
  Once you regain access to your account, you *** need to:
  -- Re-enter your complete payment method information the next time that you place an order.
  -- Re-enter any addresses that you recently added to your account.
  -- Check your subscriptions, if you have any. You *** need to update them.
  
  We also recommend you to add your mobile phone number in your account. If you had already added it, please review it is updated.
  
  To ensure the safety of your account, please enable Two-Step Verification on your accountby going to "Your Account", then choosing "Login & Security" from the menu, and then clicking on "2SV Settings".
  
  To learn more about Two-Step Verification and what you can do to secure your account, please visit our Security and Privacy page.
  *****************************************************************************
  
  How can I verify if this email is from Amazon?
  -- Amazon emails are always sent from @amazon.com.
  -- Genuine Amazon links include amazon.com.
  
  Account Specialist
  Amazon.com
  ************************************

   

  AMAZON clearly has a problem with cyber security and I do expect a full refund on MY MONEY taken from my bank account as I have also filed a fraud charge with my bank for stealing.

   

  I do expect a full refund within 24 hours

   

  Ron 

   

  Customer Answer

  Date: 01/02/2024

  More Information...As I have spoken with multiple reps at Amazon there was 1 main account under the name ******************************* whiche was hacked and they stole all my debit and credit cards. I worked with ******* Fraud to gain access back to my account only to be hacked again. We closed that account and I had to open a new personal account under my name using my work email address since I could not use ***************** I used **************************************. Soon after opening that account it was also hacked and fraud happended on it too. I called in and cancelled that account as well and also cancelled my Amazon Music account because of all the security issues with Amazon.
  I also just received this email yesterday from Amazon
  Hello,
  
  We believe that an unauthorized party *** have re-accessed your account. To protect your information, we have:
  
  -- Disabled the password to your account. You can no longer use the same password for your account.
  -- Reversed any modifications made by the unauthorized party.
  -- Canceled any pending orders.
  -- Restored any gift card balance that *** have been used by the unauthorized party. It *** take 2 to 3 days for the gift card balance to be restored.
  -- Disabled the Two-Step Verification in your account. Please reactivate if appropriate.
  
  Please allow 2 hours for these actions to take effect. After 2 hours, contact **************** to regain access to your account.
  Customers in *****************: ************** Customers in ******: **************
  International customers: **************
  Please ask to be transferred to the ************************* for help.
  
  In the meantime, we recommend that you do not use the same password that you use on other sites, including your email provider. Actively monitor all your accounts, including your email, and any unauthorized change to auto forwarding/deletion rules of your email setting.
  
  We also recommend that you review all recent activity in your payment methods, and report any unauthorized charges to your bank or financial institution. As the refund will not be issued by Amazon, your financial institution will send you forms to formally dispute the unauthorized charges. The applicable merchants will be notified and charged back, and your account will be credited.
  
  Once you regain access to your account, you *** need to:
  -- Re-enter your complete payment method information the next time that you place an order.
  -- Re-enter any addresses that you recently added to your account.
  -- Check your subscriptions, if you have any. You *** need to update them.
  
  We also recommend you to add your mobile phone number in your account. If you had already added it, please review it is updated.
  
  To ensure the safety of your account, please enable Two-Step Verification on your accountby going to "Your Account", then choosing "Login & Security" from the menu, and then clicking on "2SV Settings".
  
  To learn more about Two-Step Verification and what you can do to secure your account, please visit our Security and Privacy page.
  *****************************************************************************
  
  How can I verify if this email is from Amazon?
  -- Amazon emails are always sent from @amazon.com.
  -- Genuine Amazon links include amazon.com.
  
  Account Specialist
  Amazon.com
  ************************************

• Initial Complaint

  Date:12/22/2023

  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.

  Recently I've ordered Apple Airpods on Amazon. After a few minutes, I got an email saying my account has been put on hold and that I would have to send a form of verification for my identity. I submitted a form of the last 4 digits of my debit card. I would get an email 24 hours later. It said this: "We have removed access to this Amazon.ca account and canceled all open orders.We took these actions because our records show that this account is related to another account that was closed by Amazon. You will not be able to access your account, or place any orders. We also advise you not to open more Amazon accounts, because they will be closed automatically.Due to the proprietary nature of our business, we are unable to discuss other accounts with you."I have not had any relations to an account disabled by **********************. This current account of mine I've had for years upon years. I simply don't understand why they'd wrongfully close my account. I also don't get why my form of verification was not "enough".

  Business Response

  Date: 01/25/2024

  Hello,
  We have denied the customers request for a refund.
  Consistent with Amazons Conditions of Use, Gift Cards that have been obtained, used, or applied to an Amazon.com account in violation of our terms and conditions may be voided by Amazon. Amazon further reserves the right to suspend or terminate the ability to use Amazon services, cancel or limit orders, and to bill alternative forms of payment if we determine that a Gift Card was obtained,used, or applied to an Amazon.com account in violation of our terms and conditions.
  Due to the proprietary nature of our business, we do not provide details on our investigation methods.

  Customer Answer

  Date: 01/26/2024

   
  Complaint: 21047323
  
  I am rejecting this response because: I have not done anything wrong nor violated the terms of service. I certainly have not used another persons gift, debit, or credit card. I used my own. Plus I'm not asking for a refund, I'm asking for my account back so I can purchase products. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:12/22/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I returned a pair of AirPods after receiving them since they did not function properly. It has been 3 months and I have yet to receive a refund. Ive tried contacting Amazon and customer service asked me to send a picture of my id which I did. They said they would send a follow up email within 3 business days but I still havent received my refund.

  Business Response

  Date: 01/10/2024

  Hello,
  
  I am Naveen from Amazon.com. I am writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I have provided the BBB with a copy of this message.
  
  I understand your concern about the order **: *******************, Upon checking it looks like concern team has not yet received your ** details.
  
  We request you to please contact the Amazon customer service again so that they can share you the link for you to share the ** details again and help you with this accordingly.
  
  Thanks for your patience and understanding in this regard. Please feel free to contact by replying to *********************************************** if we can be of further assistance.

• Initial Complaint

  Date:12/22/2023

  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 can't get Amazon to tell me where my box is. I ordered a box of ******** Turkey flavour gravy for my cat and it's STILL not here. This is order number ORDER # ***-4678941-1629019. I was supposed to get it yesterday and Amazon's tracking showed that their driver was in ****** at about 5pm yesterday and was only TWO stops away. He suddenly dropped off the radar and returned to his warehouse, where my package now sits. It left the warehouse yesterday at 8:49am and was sitting in their delivery van ALL DAY. I want to know WHY the driver refused to bring my box even though he was two stops away. WHY? There is no excuse for this and as far as I am concerned, my box was STOLEN.

  Business Response

  Date: 12/26/2023

  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 that there was a carrier delay, I'm unable to offer additional insight on this matter.
  
  A free replacement was created which is scheduled to deliver on Thursday, December 28, 2023 and $15 was added to your account as promotional credit for the inconvenience caused on December 23, 2023.
  
  Replacement Order ID: *******************
  
  In this case, we are not able to refund the purchase as a replacement was created and credits were added to your account.
  
  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.
  
  Thank you for your understanding. Have a great rest of the day!
  
  Regards,
  
  Sahitya
  Amazon.com
  
  *****************************
  

  Customer Answer

  Date: 12/27/2023

   
  Complaint: 21047186
  
  I am rejecting this response because:

  Here is the text of what I just wrote to Amazon's rep that handled this complaint.  This is the first message:

  Your words are MEANINGLESS and EMPTY.
  
  Why?
  
  Because it's happening AGAIN.  This evening your replacement box went missing and so did my cat's crinkle tunnel.  Here are the order numbers:
  
  tunnel:  111-1662529-5687465
  
  replacement gravy:  113-7793693-6186627
  
  What's it going to take to get Amazon to do right by me?  This evening's delivery was on your GPS as being close by before 7pm.  At one point he was 8 stops away, then 5 stops away then two stops away.  Then it said i was his next stop...then **** - he literally disappeared off the **** radar, JUST LIKE LAST WEEK.
  
  I have no other explanation for this except theft.  Three boxes in a row?  Seriously?  And you LET your drivers get away with this?
  
  I begged and pleaded with numerous reps last week to fix this and to let me speak with the driver's boss but they refused to listen.  "*************************" just told me he won't let me speak with him either.
  
  I demand my boxes and an explanation and the RIGHT to speak with that driver's boss.  I am beginning to wonder if tonight's driver is the exact same person that did this to me last week.
  
  I've been transferred all over the place at Amazon in your online chat.  First ******, who I spoke to last week.  Then *********.  And now "*************************."  I have no clue if those are real or made up names.
  
  I will stop my Amazon Prime service if your company refuses to honestly address these issues.  It would take having ***** himself come to my apartment building with the items I paid for, a dozen roses and a box of chocolates to get me to change my mind
  
  What are you going to do about this latest screwup?
  
  This has to be theft.  I can't think of any other reason.
  
  I will report this to the *** and police if need be.
  
  Fix this now.  I have RIGHTS.
  
  *****************************"

   

  Second message:

  P.S.  I just cancelled my Prime membership.  Why? Because your company has been stealing from me.  I want your driver/drivers held accountable and until I get proof that this has happened AND I get my property returned to me, I refuse to buy ANYTHING from Amazon at all. 

  Understand?
  
  ************************* is stalling for time in my online chat and refuses to help.  I want him fired too, along with the other reps who don't listen."

   

  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:12/22/2023

  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 took an order from me for an Apple Watch Series 9. It was supposed to be delivered yesterday. It never came and now they say it is out of stock. How can they take an order for something and then say its out of stock after the promised delivery date. Now I cannot even get it somewhere else as nobody has it.

  Business Response

  Date: 12/24/2023

  Hello ****,
  
  I'm Aqeeb 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 are sorry to hear about your Order delivery.
  
  I'd love to assist on this, however, I wasn't able to find the order you asked about on your message. For your account's protection, we're only able to provide account and order information when we can confirm the request is coming from the account holder through the email address on the account. We'd request you to please help us with the order number related to your purchase.
  
  If you still need help, please contact us again by visiting our Help pages (**********************************), select the "Need More Help?" link and click on "Contact Us." Be sure to contact us from the email address on the account used to place the order.
  
  We look forward to seeing you again soon.
  
  Regards,
  *****
  *****************************

  Customer Answer

  Date: 12/24/2023

   
  Complaint: 21047170
  
  I am rejecting this response because:
  The reason you dont see the order is because I canceled the order for the 41mm Apple Watch series 9.  It was the only gift my daughter wanted so I had to find it somewhere else and it cost me $60 more than it would have at Amazon if you had honored both your price and the delivery date.  Not sure how you can make this right but it just showed me that Amazon doesnt really care about its customers at all. 
  Sincerely,
  
  ****************

• Initial Complaint

  Date:12/22/2023

  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.

  I had purchased two teeth whitening items. They were delivered to me in one package. I went online and started a return for both items as one return. I had an issue where they gave me one return label for each item, one to be returned at *** and one to be returned at whole foods. I called and the man who was helping me sent me new labels and told me to put both items in the same box and return both at the *** store. I did exactly what he told me to do. Amazon returned my money for one item. I called asking for the money for the second item and was told they cannot do anything until January 21, **** which is one month away. Basically what they are telling me is that because their employee told me to do it that way and his information was incorrect that I now have to wait a month and then call back to ask for my money. I returned the item and what is a month going to do except allow them to sit on my money for a month and then in a month I will have to call again to argue with them once again to try to get my money. I want my refund that I am due because the item was returned. I am tired of paying for Prime membership and being treated this way.

  Business Response

  Date: 12/26/2023

  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.
  
  I've reviewed your account linked with the e-mail address you contacted us with however doesn't have an order matching what you described.
  
  We are unable to locate the order you are referring to. Please write back with Order ID so we can review and assist you further.
  
  Thank you for your understanding. Have a great rest of the day!
  
  Regards,
  
  Sahitya
  Amazon.com
  
  *****************************

  Customer Answer

  Date: 12/27/2023

   
  Complaint: 21047156
  
  I am rejecting this response because:
  They have access to the records of the order. I attached a photo of it for them. This is exactly what they do is play like they dont see anything but truth is they record the phone calls and make notes on accounts when you call in so they definitely can see all the communication that I have had with them over this item. Two of the exact same items that were shipped to me in one box should be able to be returned in the same box without any issues, it was one order and the return was set up as both items being returned. This is also the first time I have ever been told that I had to box and label the item before dropping off at the *** store which seemed strange. Both items have been sent back and I was given a receipt for one box and that box has both items in it, same item quantity of 2. The last customer service person I spoke with called me a liar on the phone and said I hadnt sent it back. I pay Prime membership and have for years now and to be treated like this is ridiculous. I am currently rethinking my membership as it comes up for renewal soon. I dont pay to be treated this way. 
  Sincerely,
  
  *********************

  Customer Answer

  Date: 12/28/2023

  Its so interesting that after the first time that Amazon responded to the BBB they now keep sending me direct messages instead of responding to the complaint. In these messages they continue to make excuses for why they feel they can hold my money even though the package containing the product was sent back. They gave a refund for one of the two products in the package (they are the exact same product from the exact same original order) but still refuse to refund the second product saying it will be refunded January 21 ****. This is ridiculous and they are taking advantage of people. Using my money to earn interest. They collect $139 a year for what they call Prime membership that is supposed to have advantages but they do things like this to their members. They are sending me direct messages to try to make it look as though they settled the issue when in reality they have done absolutely nothing but make excuses. I wouldnt even think this way had I not called and step by step followed directions from their customer service person when the return was packaged. I think the government needs to get involved and fine Amazon for fraudulent services and practices. I just dropped another return to them at the *** store yesterday and by the time I walked to my car the money was refunded. So why is this other return an issue? Two of the same products that were sent to me in one box returned to them together in the box they arrived in but they only refunded my money for one. Why???? Make this make sense???

  Customer Answer

  Date: 12/30/2023

  Amazon has received the package with both items in it and yet has not refunded the money for both. 

  Customer Answer

  Date: 12/30/2023

  Amazon refunded the money today.