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

58,346 total complaints in the last 3 years.
21,814 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:12/22/2023
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 Motherboard on Amazon.com on October 10th 2023, when I received the package what I noticed was inside the box was a BOOK (You can see in the pictures), not the Motherboard I purchased from them. I proceed to request a refund so they requested me to return the exact item I received (which I did) and expect the refund after they received (they received it on October 30th 2023). Today I request a chat with customer service on ******************** and after explaining the lady she told me that due to abnormal activity in my account I need to send them and ID of me so they can "verify" I'm the real owner of the account and they can see if I will receive the refund if everything is clear.This is an awful situation as they can't just return me the money I have pay them for something I never received.
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 #***-8391219-8446638 regarding refund for the item you returned.

I understand that our concern team requested you to share the ** proof. Due to proprietary nature of our business, I'm afraid that we won't be able to share the details of our investigation methods.

For certain orders, our Specialist team requires a government issued identity proof to investigate the orders. However, the returns and refund process for normal orders still remains unchanged. You shall receive refunds once the items reach our returns center.

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

All personal information that you provide will be handled in accordance with our Privacy Notice. To review our Privacy Notice, go to "Amazon and Your Personal Information":
************************************************************************************

Kindly submit your identity proof to get your concern addressed.

Our team will review your order and your account and verify your identity through one our third-party service providers. Once you have submitted your information through the secure customer portal, it will take us 3 business days to determine an outcome. At that point, you can contact us to learn the outcome of the investigation.

If you wish not to share the requested information, you may continue shopping on Amazon, but you will no longer be eligible for a refund on the order above mentioned order. Also, you will not be able to investigate this order issue further.

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:
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.
Date of the transaction is December 17 2023. Payed amount is around $314.00 I have been purchasing expensive PC Parts from Amazon. All have required a one time passcode in order to be handed over to me which makes sense. This item though I didn't receive a one time passcode for it and they stated it was delivered on the 20th of December when I have not received it. They made me file a Police report in order to process my refund and they are going to take me in loopholes.
Customer Answer
Date: 12/31/2023
I haven't heard or received any updates as of today regarding my refund.
Business Response
Date: 01/02/2024
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 #***-6217139-8822664 regarding refund for the item which you didn't received.

Based on our investigation and your statements, it seems that the item has been stolen by a third party and we urge you to contact your local police department to report the theft of the parcel. To assist in obtaining a Police Report , we recommend that you provide a copy of the email that we will send to you to the police to help explain what has happened. We'll happily cooperate with the police as part of any investigation.

If the issue isn't resolved after contacting local law enforcement and the carrier, please contact us back during the business hours of the related police department with a link to access your Police Report , or a PDF/Image file of the Police Report. There are multiple ways to file a Police Report. Check with your local authorities for ways to file a report. Note that we will not be able to offer support on this delivery after [delivery date + 60 days]. Please ensure to get a Police Report and contact back before this time

In order for us to validate your Police Report , it must be reported in the local jurisdiction (city, county, municipal) in which the package was reported delivered, and include the following:

- The delivery address regarding this incident.

- The items were delivered according to the carrier tracking.

- The report was created for stolen items/theft/larceny/incorrect delivery or similar crime.

- The date the report was created.

- The name of the police department.

Only one Police Report is needed for all orders that are part of the same shipment. A separate Police Report is needed for orders delivered in different shipments.

We appreciate your time and patience in this regards. We look forward to seeing you again soon.
Regards,

Mahendra
Amazon.com
*****************************
Customer Answer
Date: 01/02/2024

Complaint: 21047046

I am rejecting this response because: They are asking me to provide pictures of the police report which I have already provided to you guys. Not to worry though I sent it to them as well. I am asking for a refund because I have not received the item I ordered. It shouldn't be this complicated to receive a refund. This is tiring.

Sincerely,

*******************************
Customer Answer
Date: 01/07/2024
I have provided them the information that they asked for and they are not helping. They have not refunded the money or whatsoever.

Customer Answer
Date: 01/08/2024
I called an amazon associate recently and they are claiming my police report is invalid. Can I get help with this, they are not willing to refund me for the item ordered. Like I said they are making this complicated on my part. I just need help.
Business Response
Date: 01/08/2024
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 #***-6217139-8822664 regarding refund for the item which you didn't received.

As you mentioned that you shared the requested information, the team will verify the information you shared and they will actions based on investigation.

I request you to wait for the investigation to be completed and if there is any information the team will inform you.

We appreciate your time and patience in this regards. We look forward to seeing you again soon.
Regards,

Mahendra
Amazon.com
*****************************
Customer Answer
Date: 01/26/2024
I have disputed the transaction.
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 made an order with a klarna A Ccount and have confirmation from them that the order was paid for. A ***** then said that it wasn't paid for and I paid with a debit card.. Both payments went through, When I contacted Amazon. They kept telling me that that wasn't the case even though I had transaction numbers for both accounts and refused to do anything about it..
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 Order# or 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 full order number and a 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: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 am writing to file a complaint with Amazon regarding the unfair and illegal suspension of my seller account. My name is ************, I am an Amazon seller who experienced severe disruption to my business due to an unfair video verification process.On September 15, my Amazon seller account was suddenly blocked without a valid reason. The actions taken by Amazon resulted in a complete halt to my business activities on the platform. In addition, Amazon blocked all funds in the account. ********************** stated that my store failed the video verification process, which resulted in my account being suspended. However, the process itself lacked transparency and I was not provided with clear instructions or specific reasons for failure. I was not even allowed to undergo repeated video verification. Throughout this entire ordeal, I experienced a lack of effective communication from Amazon regarding why video verification was failing. The responses I received were vague and did not provide specific details on how I could correct the situation. The sudden suspension of my account without a fair and transparent investigation constitutes illegal and unfair action on Amazon's part. This caused serious financial and reputational damage to my business.Request Amazon to immediately release my seller account and the funds in my seller account, allowing me to resume normal business activities.Request clear information from Amazon about the specific reasons why video verification fails and the steps required to resolve the issue.Demand the return of all funds in my account blocked due to illegal blocking of my account.Advocate for a more transparent and understandable video verification process to prevent similar issues for other merchants in the future.I request your intervention to resolve this complaint and facilitate a fair resolution of the dispute with Amazon. I appreciate your prompt attention to this issue and your assistance in seeking justice.Thank you.
Business Response
Date: 12/24/2023
Hello *****,

Thank you for submitting your appeal. We have received your submission but do not have enough information to reactivate your account at this time.

We're here to help:
For more information on our requirements, go to "Amazon Services Business Solutions Agreement":
***********************************************************;
If you have questions about our policies or the required information, you can contact us:
***********************************************************;

Has your account been deactivated in error?
If you believe that there has been an error, go to the banner at the top of the "Account Health" page in Seller Central, click "Reactivate your account," and submit an explanation:
********************************************************************************;
Your explanation should include the following information:
-- How your account has not violated section 3 of the Amazon Services Business Solutions Agreement
-- Evidence that shows that your account complies with section 3 of the Amazon Services Business Solutions Agreement

To view your account performance, select "Account Health" on the home screen of the Amazon Seller app on your iOS or Android device, or go to the "Account Health" page in Seller Central:
********************************************************************************;
The "Account Health" page shows how well your account is performing against the performance metrics and policies required to sell on Amazon.
-- Download the Amazon Seller app for iOS:
****************************************************************************;
-- Download the Amazon Seller app for Android:
********************************************************************************************************
Customer Answer
Date: 12/27/2023

Complaint: 21046921

I am rejecting this response because:
Recently, our Amazon seller account was deactivated, and we have been experiencing challenges in resolving this matter through standard channels. We consistently receive standard responses from Amazon, asserting that they do not have enough information to reactivate my account. And they automotically denied all my appeals so I haven`t even have the opportunity to provide the evidences.
Our primary concern is the lack of specificity in the responses received, making it difficult for us to understand the exact nature of the issue and how to rectify it. Despite our repeated attempts to appeal and provide evidence, we have not been able to achieve a satisfactory resolution.
In light of these challenges, we would like to request an alternative method of verification, specifically video verification. We believe that a video verification process would not only allow us to present our case more comprehensively but also provide a more transparent and secure means of resolving the matter.
We have been an active seller on Amazon and our commitment to providing excellent products and services to our customers has been unwavering. The sudden account deactivation has not only disrupted our business operations but has also created significant financial and reputational concerns.
We kindly request your assistance in investigating this matter and facilitating a fair and transparent resolution process. The video verification is a standard practice, we ask you to urge Amazon to consider implementing.
We appreciate your attention to this matter and look forward to your guidance in resolving this issue promptly. If additional information or documentation is required, we are prepared to provide whatever is necessary to support our case.
Thank you for your time and assistance.
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 sent back the wrong item item to Amazon by mixing up the labels. I called them as soon as I knew about the mix up. They told me that if the item received wasn't the expected item, it would be returned back to me within 6 weeks. I waited, but did not receive my item back. I called and they told me they received the item on 10/26. I was told they would send an email to which I was to reply by providing my Government ID and then to call them vack after 3 days. I did so. When I called back I got the run around. ******* kept ******** returned it with my own label. I told her it was an AMAZON label, and she continued to talk over me, and then hung up on me. I called again and the 1st rep understood my issue and transferred me to another agent to further assist. That agent confirmed receipt of my item when I provided the tracking ID, then the line disconnected. I have spent in excess of 3 hours on 3 phone calls with no resolution...and? They now have my driver's license.
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.

Were able to assist only when our return mailing label is used.

Since you returned this item using your own label, we're unable to issue a refund. We suggest that you contact the carrier you used to initiate an investigation, file a claim, or inquire about other options they have available.

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

Regards,
*****
*****************************
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 have an Amazon Store Card that at one point had a $4000 limit. I hadnt used it in quite some time. I was in Virginia for work and was ordering a couple things to the hotel I was staying at. I was unaware that my limit was reduced to about $1000. A couple things I had ordered came, but I had then tried to order stuff that was above my credit limit - because again, I didnt realize they reduced my limit. My order kept getting cancelled and I didnt know why so I kept trying to order my items again and again. My account then became locked because they thought there were some suspicions of fraud- which I understand. They wanted me to try and submit info to prove my identity. After that, my account still remained locked. I have tried finding ways to get a hold of them to talk to someone but cant find anything. *** tried sending emails explaining my situation to the no-reply email addresses they have in hopes that someone would read them. I tried logging in today to my account and it says it was deactivated/deleted. I just want my account back. I like buying stuff from Amazon and I have also bought movies and shows on Amazon prime. I am now back in **** and moved into a new apartment - so this address isnt associated with my account. But I just want my stuff back. Please, any help would be deeply appreciated
Business Response
Date: 02/01/2024
Hello,
We have reviewed the customers buyer account and require more information to complete our review.
We have requested the necessary information from the customer via email. We sent this request to their registered email address on 02/01/2024.
Sincerely,
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.
On December 17th I realized I was unable to access my Amazon account, despite several attempts it said my credentials were incorrect. I checked my emails for any email from Amazon thinking maybe there was an issue, no emails. I was concerned and checked my bank account and sure enough, there was a charge for ****** pending on my account. I immediately reached out to Amazon and this is where the nightmare begins. While they did confirm to me that my account was accessed and changes were made and orders placed, they have yet to provide me a refund to these fraudulent orders, despite acknowledging they were not authorized by me. I have called daily for the past 5 days and have received zero resolution. They do keep sending me emails asking me to change my password, which Ive done now 3 times.
Customer Answer
Date: 12/27/2023
On December 22nd, I received an email from Amazon claiming they believe an unauthorized party accessed my account. This was several days AFTER I contacted them with concerns my account was compromised after I could not access my account. I was the one that reached out to them, they sent this email acting as they discovered this and what I should be watching out for. Additionally, they state that no refunds for any unauthorized charges will be coming from Amazon. So despite several customer service reps saying my account was hacked, confirming an address was added that did not belong to me, and confirming unauthorized charges were made- they are claiming they wont refund me.
Business Response
Date: 12/30/2023
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 have secured your account for unauthorized activity.
We recommend you dispute this charge directly with your bank. To avoid any additional unauthorized charges, I also recommend asking your bank about the possibility of having the card reissued.

We look forward to see you again soon.

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

Complaint: 21046606

I am rejecting this response because:
Ive already reached out to my bank and requested a new card be issued. Regarding the unauthorized charges my bank has advised me that Amazon will need to issue a refund as I notified Amazon of the unauthorized charges, additionally Amazon agreed that my account was accessed and used for purchases that I did not authorize as well as shipped to an address not belonging to me. Amazon acknowledged the fraud and will need to refund for the charge.

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.
I bought a Caribbean *************** luggage in May 2023 and return it via *** in June before the 30 days allow and have contacted customer service several several several times to no avail with false hopes and false promises and false advertising I even contacted *** about my confirmation return and receive documents which I sent to Amazon and still to no avail Its 7 months now I have not received my refund I have attached my proof of return And supporting conversations and confirmation as well between myself ,***,and several Amazon representatives
Business Response
Date: 12/30/2023
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.

Thank you for reaching out to us.

Upon reviewing, I see that you are contacting us from a different **Mail address from the one which was not filed on the Amazon account associated with the Order.

However, as you are the Owner of the account sharing further information.

We apologize for the delay in your Order return and refund.

Further, I see that our team has shared information to respond to the **Mail sent on email on Thursday, June 22, 2023 at 12:23 PM (PDT) that we received a different return and not the item we sent.
From **************************************

Rest assured, the information shared above is right and we do not have more information about this as it is being handled by our specialist team.

To appeal a decision, please write to Buyer-******************************** and wait for the response from Specialist team.

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

Regards,
*****
***********************************
Customer Answer
Date: 01/01/2024

Complaint: 21046572

I am rejecting this response because: the team at Amazon keeps LYING by saying the same generic statement since June of ************************************************************************* ****** ******** where the product (luggage) was received and confirmed by several workers and supervisor as well. I had to work very hard to even obtain this confidential information that *** informed me that its Amazon job to refund my account since they do have and verified the said missing item that Amazon is clearly LYING about
I have included and sent on several occasions my proof of received return from *** in ****** ******** warehouse and have spoken to no avail to numerous Amazon employees at the call center and have explained this false information and false claims they are CLAIMING FOR AMAZON MISTAKES
Since June of 2023
I am using another of my personal email address here that its easier for me which I am using instead of the Amazon email since I need to get assistance from a legal perspective
Its going on 7 long months now that my account has not been refunded and I have been charged finance charges too for Amazon lies and mistakes sadly
Thank you and God Bless
Sincerely,
Respectfully yours
????*******************************??
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.
Hello,I am reaching about orders:ORDER # ***-6345680-6906622 ORDER # ***-1267934-5763425 I ordered two physical games in the same order. After placing the order it got divided into two digital orders. I know for sure that I ordered physical items for two reasons: 1. I saw the message: "Shipping fees applies to this item" at Checkout- Digital items do not incur shipping fees, only physical items might have shipping fees associated with them.2. I checked if I can order the digital version of the items, and there is a region restriction- Meaning that even if I wanted to order the items digitally, I wouldn't be able to. I am from ******, and I also verified the address on the invoice to ensure that the business got valid information for the orders.The business' system swapped the items that I ordered.On top of that, I also checked if the Geographical restriction can be bypassed with VPN, but it seems like the restriction is related to the billing address. This also eliminates the possibility that someone got an unauthorized access to my account, and placed the order, because the billing address is in ******.I would appreciate your help cancelling the above orders.Thank you,Or.
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.

I am sorry about the inconvenience caused with your Digital Orders.

Digital software and video game downloads ordered on Amazon are nonreturnable and nonrefundable after purchase. We provide this information on the product detail pages. You can find more information in the Amazon Games and Software Store Terms of Use (*********************************************************).

We'd really like the chance to help you enjoy your purchase. If you need help with accessing your item or with troubleshooting assistance, contact our customer service specialists at *************************************************************************.

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

Regards,
*****
*****************************
Customer Answer
Date: 12/24/2023

Complaint: 21046394

I am rejecting this response because:

Hi Abeeq,

I did not ordered these items, nor I could, even if I wanted to order them, due to the region restriction.

Furthermore, I have been told on December 22, that I will be fully refunded for the orders and will get an extra $10 refund for the experience:

******** | Customer Service
"I am contacting about two of my recent digital orders: Done , The Ticket created is successfully. Here is the Ticket ID/Case ID: ************************************ for future reference . I have also annotated it on your account for future reference for the team so It will be taken care by them And the refund for $****** will be reflecting within 5-6 business days . I will be sending a confirmation email about the same ."

******** | Customer Service
"An additional credit of $10.00 will issued to the same card from which the payment was done for Gift cards within 5-6 business days"

Yesterday, I have been told that the refund was initiated but I did not received a confirmation that you processed the refund though:

Iqra | Customer Service

I have successfully refunded the amount of $120 [Later, the agent clarified that the amount is ******to your Original payment method.
The refund will take 3-5 business days for the bank to process and reflect the same in your statement.

Please ensure that the refund and the compensation are processed.
Sincerely,

Or Naim
Business Response
Date: 12/31/2023
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.

I completely understand it was escalated before for a refund request.

Unfortunately, our team has no option to refund this Order. I recommend you dispute this charge directly with your bank.

Once we receive the dispute our team will review and investigate further.

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

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

Hello,
I am rejecting your solution.
Your team sent me an email confirming the cancellation of the orders and a full refund on the orders. After not receiving the refund, I contacted the Executive Relations team which acknowledged the information was shared with me, but still didnt issued my refund.
Spreading false information and misleading customers is unprofessional and unacceptable.
I ended my Prime membership, closed my account and filed a dispute with the bank. According to its outcome I may file small claims as well.
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.
H3**73438373334303131H claims they delivered items valued at $286.00 in merchandise plus tax and delivery fees was delivered to my door on 11/28/20** at approximately 2pm. These items were not at my door when I arrived home at approximately 6pm. These items still have not been received. H3**73438373334303131H refuses to refund and every time I call I am told different requirements. I have filed police report case #**-0025630 with the ****************************** as required by H3**73438373334303131H and they continue to change the requirements when I call to get refund. This is unacceptable.
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: 12/27/2023

Complaint: 21046396

I am rejecting this response because:
Amazon responded by saying they dont know which order and referred me to their website which is unacceptable. Nothing on their site will resolve this issue. Someone at Amazon needs to take responsibility and refund me for the items not received. Order 113-4341845-1050609. I have spoken to 4 representatives at Amazon and cant get this refunded. How is this acceptable as a consumer?

Sincerely,

*********************
Business Response
Date: 01/04/2024
Hello,

Thank you for writing back to us.

Were sorry to hear that you havent received your items from order#***-4341845-1050609.

It's very important to us that our customers receive the products they purchase from Amazon. We appreciate your business and regret that these items haven't been delivered to you. Shipments that aren't received are inconvenient for you and costly for Amazon.

Based on our investigation and your statements, it seems that the item has been stolen by a third party and we urge you to contact your local police department to report the theft of the parcel. To assist in obtaining a Police Report , we recommend that you provide a copy of the email that we will send to you to the police to help explain what has happened. We'll happily cooperate with the police as part of any investigation.

If the issue isn't resolved after contacting local law enforcement and the carrier, please contact us back during the business hours of the related police department with a link to access your Police Report , or a PDF/Image file of the Police Report. There are multiple ways to file a Police Report. Check with your local authorities for ways to file a report. Note that we will not be able to offer support on this delivery after [delivery date + 60 days]. Please ensure to get a Police Report and contact back before this time

In order for us to validate your Police Report , it must be reported in the local jurisdiction (city, county, municipal) in which the package was reported delivered, and include the following:

- The delivery address regarding this incident.

- The items were delivered according to the carrier tracking.

- The report was created for stolen items/theft/larceny/incorrect delivery or similar crime.

- The date the report was created.

- The name of the police department.

Only one Police Report is needed for all orders that are part of the same shipment. A separate Police Report is needed for orders delivered in different shipments.

Thank you for your understanding.

Regards,

*****************************.
Customer Answer
Date: 01/18/2024
I apologize for the delay. I received a refund for the items ONLY. I was not refunded the tax Amazon charged me or any delivery fees. This appears to be fraudulent practices. The charged me tax and delivery and a refund is required.
thank you
Business Response
Date: 01/30/2024
Hello,

Thank you for writing back to us.

I reviewed your complaint and apologies for the inconvenience you have experienced with refund on order#***-4341845-1050609

We checked the transactions on the mentioned order and found that the refund is issued for the charges amount for the shipment ($285.41) including taxes.

Thank you for your being a valuable customer.

Regards,
******************************

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