Business Profile

Ecommerce

Amazon.com

Complaints

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

Customer Complaints Summary

58,606 total complaints in the last 3 years.
22,063 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:12/21/2023
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 have been an Amazon.com customer for nearly three decades. Earlier this year, they removed my posting permissions without any warning. The only way to contact the community team is through email and I have sent several that have all gone ignored. Since they refuse to give any sort of explanation or acknowledge any of my communications, I simply seek to have my account restored.
Business Response
Date: 12/31/2023
Hello,

I'******************* 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 removed your posting permissions because your content violated our Community Guidelines and Conditions of Use. We won't reinstate permissions for this account or offer any additional insight or action on this matter.

For more information, see our Community Guidelines:

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

You can also review our Conditions of Use here:
************************************************************************************

Thanks for your understanding.

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

Customer Answer
Date: 12/31/2023

Complaint: 21043702

I am rejecting this response because:
This is the exact same copy/paste response I received from the community team. You didn't even bother to change any of the wording. It is a lazy non-response that does not address any of the issues and shows no one has actually looked into the matter. As a three decade long customer with combined household purchases in the hundreds of thousands of dollars I expect better then just a repeated automated bot to reply to every single inquiry but more importantly I expect my account to be restored as you have not shown how or why it is not in good standing.
Sincerely,

*************************
Initial Complaint
Date:12/21/2023
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have an Amazon account I cannot access *********** email), with a credit card on file. I have been repeatedly charged for ********************** Boxes that I have not received and I have not been refunded. I need a refund of $32.84 for charges made in April, July and November 2022 (Total of $98.52). I have contacted customer service multiple times. I am told that I will be transferred to a supervisor and I am transferred to a regular agent-Again and again. Then they claim technical issues and disconnect. I have chatted online as well as sent emails, and the response is always the same. I have the email address and I have the correct password for the account, but I cannot access it to make any changes. I need to be refunded in full for the items I did not receive. The account is under the email address ******************************* I have copies of all of the Chat transcripts where I have been lied to by Amazon customer service. I have been transferred more than 10 times each time I have attempted to resolve this issue. The claim they will transfer me to a supervisor but transfer me to a regular agent, they claim technical issues, they claim they need to transfer me to a different department, but it is all the same customer service hub. The same happens when I send emails as they do not read what the situation is actually and ask for info I cannot access, such as the order number and so on. I need this issue to be resolved and the refunds to be issued.
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.

I can confirm that the refund has been issued on Sunday, December 17, 2023 at 3:29 PM (PST)
Refund amount : $32.84 for Order ID ending with 8611

As you are unable to access your school account, I request you to please share us below information, I'll need to share details internally to investigate further.

Preferred Contact Number
Best time to call
Preferred Contact Language

We look forward to seeing you again soon.

Regards,
*****
*****************************
Customer Answer
Date: 01/02/2024

Complaint: 21043651

I am rejecting this response because: The response from Amazon is a form letter and does not actually address the issue. I was very specific in my initial complaint and the desired resolution. I mentioned that I am (still) owed a refund of $32.84 for three separate charges (total of $98.52) for goods or services "I did not receive." I mentioned this specifically to the Amazon customer service agent and I gave the exact dates and amounts. The response I received mentioned only one refund that I did receive, but completely ignored the ones I had actually submitted my initial complaint about. I have been trying to reach Amazon for more than a year now, and each time I have been ignored, sent form responses that do not address the issue, told a supervisor will speak to me or that I'm being transferred to someone who can help and this never occurs. I have been lied to again and again by anyone I have spoken to. I have copies of emails and copies of the chat transcripts where nothing is resolved and my issues remain unaddressed. Amazon is now trying to get away from outside oversite by not dealing with the issue where the Better Business Bureau can review their actions and/or hold them accountable. In other words, there needs to be true oversight. Below are the dates, transaction IDs and amounts for the three charges I am still owed. I will not accept any response from Amazon that does include a full refund of $98.52. This has been clearly communicated with them on multiple occasions in a multitude of ways.

$32.84 on July 31st 2023-Transaction ID *********
$32.84 on November 3rd, 2022-Transaction ID *********
$32.84 on April 1st. 2022-Transaction ID *********

I can send you copies of the Chats transcripts, as well as the emails if that helps. Where nothing is done and I have been ignored or given false information. Such as when I have chatted in, I have been transferred more than ten times, and told repeatedly that a supervisor will address the issue but I am transferred to a regular customer service agent and nothing is resolved. This is a situation that has been going on for more than a year now. All I am requesting is a full refund for items that I have not received and that I need to be credited for. The Mastercard credit card that was used is still on file in the account, ending in ****. Amazon can refund me using the exact same card that is still on file.

Please let me know if there is anything else you need from me or that I can communicate to you. I thank you for your time and effort on my behalf.

Sincerely,

************************************
AMAZON ACCOUNT ******************************************
REFUND STILL OWED TO MC ON FILE ENDING IN ****: $98.52

Sincerely,

*****************************
Customer Answer
Date: 01/02/2024
Dear Better Business Bureau/************,
RE COMPLAINT: 21043651

Amazon has all of the information that they need to resolve my ongoing issue. Amazon have the dates, the exact dollar amounts, the transaction numbers, the Amazon account email address ******************************** as well as the Mastercard Credit Card ending in *************************************** There is no reason why they cannot process my full and missing refund of $98.52 (Three refunds of $32.84). Anything else they claim is merely a delaying tactic. Their most recent response ignored the entirety of my communication and the info therein.

$32.84 on July 31st 2023-Transaction ID *********
$32.84 on November 3rd, 2022-Transaction ID *********
$32.84 on April 1st. 2022-Transaction ID *********
********************** ACCOUNT: ******************************************

An example of their ongoing behavior is that during a recent chat I was transferred over a dozen times. Most of the time they claimed technical issues so they could pass on the chat to someone else. I have worked customer service before, and this is a tactic used to avoid dealing with issues that they do not wish to resolve or help with. They also repeatedly asked for information that was either given to them, or that they were clearly advised was not presently available. Such as the order ID since I cannot access my account *********** email that I do not have access to anymore). Their latest ploy now seems to try to get the conversation taken off- line and away from the eyes of the BBB so there is no accountability or oversight. I can send you copies of the Chats transcripts, as well as copies of past emails if that helps. This is a situation that has been going on for more than a year now. All I am requesting is a full refund for items that I have not received and that I need to be credited for. The Mastercard credit card that was used is still on file in the account, ending in ****. Amazon can refund me using the exact same card that is still on file.

Please let me know if there is anything else you need from me or that I can communicate to you. I thank you for your time and effort on my behalf.

Sincerely,

************************************
AMAZON ACCOUNT ******************************************
REFUND STILL OWED TO MC ON FILE ENDING IN ****: $98.52
Customer Answer
Date: 01/02/2024
Dear Better Business Bureau/************,
RE COMPLAINT: 21043651

Amazon has all of the information that they need to resolve my ongoing issue. Amazon have the dates, the exact dollar amounts, the transaction numbers, the Amazon account email address ******************************** as well as the Mastercard Credit Card ending in *************************************** There is no reason why they cannot process my full and missing refund of $98.52 (Three refunds of $32.84). Anything else they claim is merely a delaying tactic. Their most recent response ignored the entirety of my communication and the info therein.

$32.84 on July 31st 2023-Transaction ID *********
$32.84 on November 3rd, 2022-Transaction ID *********
$32.84 on April 1st. 2022-Transaction ID *********
********************** ACCOUNT: ******************************************

An example of their ongoing behavior is that during a recent chat I was transferred over a dozen times. Most of the time they claimed technical issues so they could pass on the chat to someone else. I have worked customer service before, and this is a tactic used to avoid dealing with issues that they do not wish to resolve or help with. They also repeatedly asked for information that was either given to them, or that they were clearly advised was not presently available. Such as the order ID since I cannot access my account *********** email that I do not have access to anymore). Their latest ploy now seems to try to get the conversation taken off- line and away from the eyes of the BBB so there is no accountability or oversight. I can send you copies of the Chats transcripts, as well as copies of past emails if that helps. This is a situation that has been going on for more than a year now. All I am requesting is a full refund for items that I have not received and that I need to be credited for. The Mastercard credit card that was used is still on file in the account, ending in ****. Amazon can refund me using the exact same card that is still on file.

Please let me know if there is anything else you need from me or that I can communicate to you. I thank you for your time and effort on my behalf.

Sincerely,

************************************
AMAZON ACCOUNT ******************************************
REFUND STILL OWED TO MC ON FILE ENDING IN ****: $98.52
Customer Answer
Date: 01/02/2024
Dear Better Business Bureau/************,
RE COMPLAINT: 21043651

Amazon has all of the information that they need to resolve my ongoing issue. Amazon have the dates, the exact dollar amounts, the transaction numbers, the Amazon account email address ******************************** as well as the Mastercard Credit Card ending in *************************************** There is no reason why they cannot process my full and missing refund of $98.52 (Three refunds of $32.84). Anything else they claim is merely a delaying tactic. Their most recent response ignored the entirety of my communication and the info therein.

$32.84 on July 31st 2023-Transaction ID *********
$32.84 on November 3rd, 2022-Transaction ID *********
$32.84 on April 1st. 2022-Transaction ID *********
********************** ACCOUNT: ******************************************

An example of their ongoing behavior is that during a recent chat I was transferred over a dozen times. Most of the time they claimed technical issues so they could pass on the chat to someone else. I have worked customer service before, and this is a tactic used to avoid dealing with issues that they do not wish to resolve or help with. They also repeatedly asked for information that was either given to them, or that they were clearly advised was not presently available. Such as the order ID since I cannot access my account *********** email that I do not have access to anymore). Their latest ploy now seems to try to get the conversation taken off- line and away from the eyes of the BBB so there is no accountability or oversight. I can send you copies of the Chats transcripts, as well as copies of past emails if that helps. This is a situation that has been going on for more than a year now. All I am requesting is a full refund for items that I have not received and that I need to be credited for. The Mastercard credit card that was used is still on file in the account, ending in ****. Amazon can refund me using the exact same card that is still on file.

Please let me know if there is anything else you need from me or that I can communicate to you. I thank you for your time and effort on my behalf.

Sincerely,

************************************
AMAZON ACCOUNT ******************************************
REFUND STILL OWED TO MC ON FILE ENDING IN ****: $98.52
Customer Answer
Date: 01/02/2024
Dear Better Business Bureau/************,
RE COMPLAINT: 21043651

Amazon has all of the information that they need to resolve my ongoing issue. Amazon have the dates, the exact dollar amounts, the transaction numbers, the Amazon account email address ******************************** as well as the Mastercard Credit Card ending in *************************************** There is no reason why they cannot process my full and missing refund of $98.52 (Three refunds of $32.84). Anything else they claim is merely a delaying tactic. Their most recent response ignored the entirety of my communication and the info therein.

$32.84 on July 31st 2023-Transaction ID *********
$32.84 on November 3rd, 2022-Transaction ID *********
$32.84 on April 1st. 2022-Transaction ID *********
********************** ACCOUNT: ******************************************

An example of their ongoing behavior is that during a recent chat I was transferred over a dozen times. Most of the time they claimed technical issues so they could pass on the chat to someone else. I have worked customer service before, and this is a tactic used to avoid dealing with issues that they do not wish to resolve or help with. They also repeatedly asked for information that was either given to them, or that they were clearly advised was not presently available. Such as the order ID since I cannot access my account *********** email that I do not have access to anymore). Their latest ploy now seems to try to get the conversation taken off- line and away from the eyes of the BBB so there is no accountability or oversight. I can send you copies of the Chats transcripts, as well as copies of past emails if that helps. This is a situation that has been going on for more than a year now. All I am requesting is a full refund for items that I have not received and that I need to be credited for. The Mastercard credit card that was used is still on file in the account, ending in ****. Amazon can refund me using the exact same card that is still on file.

Please let me know if there is anything else you need from me or that I can communicate to you. I thank you for your time and effort on my behalf.

Sincerely,

************************************
AMAZON ACCOUNT ******************************************
REFUND STILL OWED TO MC ON FILE ENDING IN ****: $98.52
Customer Answer
Date: 01/02/2024
Dear Better Business Bureau/************,
RE COMPLAINT: 21043651

Amazon has all of the information that they need to resolve my ongoing issue. Amazon have the dates, the exact dollar amounts, the transaction numbers, the Amazon account email address ******************************** as well as the Mastercard Credit Card ending in *************************************** There is no reason why they cannot process my full and missing refund of $98.52 (Three refunds of $32.84). Anything else they claim is merely a delaying tactic. Their most recent response ignored the entirety of my communication and the info therein.

$32.84 on July 31st 2023-Transaction ID *********
$32.84 on November 3rd, 2022-Transaction ID *********
$32.84 on April 1st. 2022-Transaction ID *********
********************** ACCOUNT: ******************************************

An example of their ongoing behavior is that during a recent chat I was transferred over a dozen times. Most of the time they claimed technical issues so they could pass on the chat to someone else. I have worked customer service before, and this is a tactic used to avoid dealing with issues that they do not wish to resolve or help with. They also repeatedly asked for information that was either given to them, or that they were clearly advised was not presently available. Such as the order ID since I cannot access my account *********** email that I do not have access to anymore). Their latest ploy now seems to try to get the conversation taken off- line and away from the eyes of the BBB so there is no accountability or oversight. I can send you copies of the Chats transcripts, as well as copies of past emails if that helps. This is a situation that has been going on for more than a year now. All I am requesting is a full refund for items that I have not received and that I need to be credited for. The Mastercard credit card that was used is still on file in the account, ending in ****. Amazon can refund me using the exact same card that is still on file.

Please let me know if there is anything else you need from me or that I can communicate to you. I thank you for your time and effort on my behalf.

Sincerely,

************************************
AMAZON ACCOUNT ******************************************
REFUND STILL OWED TO MC ON FILE ENDING IN ****: $98.52
Business Response
Date: 01/11/2024
Hello *******,

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

I completely understand your concern.

However, there is no direct refund option to the card used for the mentioned amount i,e $98.52.

I can go ahead and refund the amount through gift card balance to the same Amazon account and get this issue resolved right away.

Please confirm.

Regards,

Arun
Amazon.com
*****************************
Customer Answer
Date: 01/11/2024
Dear ***** G/Amazon,

Amazon sent me an email to my personal email address on 1/11/24, attempting to bypass transparency and oversight by the BBB. Amazon offered to refund me in Amazon credit to the same Amazon account I repeatedly stated I have zero access to. Amazon falsely stated they couldn't refund the credit card I was initially charged, which is not accurate information. Any company, especially an international giant such as Amazon, can refund any credit card they have ever done business with. So, their response was not only a lie, but they knowingly offered me an Amazon credit I would never be able to access. I was very detailed regarding the situation as well as the (only) desired resolution. A full refund to the Mastercard ending in ****. The Amazon representative is either deliberately being obtuse or they are deliberately ignoring the reality of the situation. I was charged for goods and /or services I did not receive. I need to be refunded in full to the original form of payment. Which is still on file in the account in question. There should be no failure on their part to comprehend the situation, nor an inability to issue a full credit to my MasterCard on file. I will reject any and all proposed resolutions from Amazon that do not involve a full credit back to my original Mastercard. Thank you for your time and understanding.

P.S. Please pay attention to Amazon's lack of actually responding to the situation, failure to acknowledge the facts. And their attempts to avoid transparency and accountability. Emailing me privately so the BBB would not be aware of the situation. As I mentioned before I have copies of all the emails I have sent in the past year as well as chat transcripts. Showing a pattern of behavior where Amazon are not addressing issues and/or ignoring the situation out right.

************************************
Customer Answer
Date: 01/11/2024
Dear ***** G/Amazon,
RE: 6142778320B72
Amazon sent me an email to my personal email address on ******************* to bypass transparency and oversight by the BBB. Amazon offered to refund me in Amazon credit to the same Amazon account I repeatedly stated I have zero access to. Amazon falsely stated they couldn't refund the credit card I was initially charged, which is not accurate information. Any company, especially an international giant such as Amazon, can refund any credit card they have ever done business with. So, their response was not only a lie, but they knowingly offered me an Amazon credit I would never be able to access. I was very detailed regarding the situation as well as the (only) desired resolution. A full refund to the Mastercard ending in ****. The Amazon representative is either deliberately being obtuse or they are deliberately ignoring the reality of the situation. I was charged for goods and /or services I did not receive. I need to be refunded in full to the original form of payment. Which is still on file in the account in question. There should be no failure on their part to comprehend the situation, nor an inability to issue a full credit to my MasterCard on file. I will reject any and all proposed resolutions from Amazon that do not involve a full credit back to my original Mastercard. Thank you for your time and understanding.

P.S. Please pay attention to Amazon's lack of actually responding to the situation, failure to acknowledge the facts. And their attempts to avoid transparency and accountability. Emailing me privately so the BBB would not be aware of the situation. As I mentioned before I have copies of all the emails I have sent in the past year as well as chat transcripts. Showing a pattern of behavior where Amazon are not addressing issues and/or ignoring the situation out right.

************************************
Customer Answer
Date: 01/12/2024
Below is a copy of an email sent to me where an Amazon representative emailed me separately in an attempt to evade the eyes of the BBB, transparency and accountability. I wish the BBB to have a copy of what was sent to me. I repeatedly stated that I no longer had access to the Amazon account in question, and their solution was (still) to issue credit to an Amazon account that I would never be able to access (Making the credit useless). And if they are willing to issue such a credit (Now and not before even though I have been asking for a year), why not issue the credit back to the original Mastercard still on file (Only the expiration year has changed and credits can still be issued to expired cards or I can give the new expiration year of ****). I was charged for goods and/or services I never received and they have repeatedly failed to address this issue. Thank you

Jan 11 at 10:47 AM
PrintRaw message
Amazon.com <***********************************************>
To: **************************
Hello *******,

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

I completely understand your concern.

However, there is no direct refund option to the card used for the mentioned amount i,e $98.52.

I can go ahead and refund the amount through gift card balance to the same Amazon account and get this issue resolved right away.

Please confirm.

Regards,

Arun

Amazon.com

***********************************
Customer Answer
Date: 01/16/2024
My issue was not actually addressed. The latest communication from Amazon was to refund me to an account that I do not have access to. To give me store credit that I would never be able to use. This is the same as them taking no action, as I would not be able to utilize it. I sent multiple emails to the investigator attached to my complaint and they have been out of the office for more than a week and upon their return closed out the complaint before taking into consideration the information I had been sending them. I wish my issue or complain to be re opened and properly addressed. Offering someone a credit that they know they can never use, is the exact same as them doing nothing. This is not a resolution. Please respond to the actual information that has been given in regards to my original ad still unresolved complaint. Thank you.
Customer Answer
Date: 01/17/2024

Complaint: 21043651

I am rejecting this response because:

You have given multiple explanations for the same issue or situation, which often contradict one other. This tells me that you are not actively listening or paying attention to the details of the issue or situation, that you are failing to address the issue or that you are not sincere in your effort to resolve the situation. My issue is I have been charged for multiple items I have not received and have yet to receive a credit for. The items were auto shipped to an address that is no longer valid and has not been valid for over a year now (You can ****** this information yourself if you were so inclined). The majority of the items were returned to sender (You can internally view this yourself as you will see a credit has been issued for some of the items in the past, but not all). I requested a credit for the three items I was still charged for and never received (I provided you with the transactions numbers from my bank proving I was charged and never received a credit for-Initially Amazon was claiming I had not been charged, which was not accurate). Your initial response to this inquiry was that I received a credit already for ONE item, which I had not mentioned in my complaint (This shows you are not actively listening again or failing to comprehend the situation). You ignored the actual details of the complaint, that I am still owed three credits that add up to $98.52. You also stated that you wished to call me on the phone. Which I stated I have done before. I have spoken to representatives on the phone, I have emailed and I have chatted. In every single instance, nothing has changed , nothing was done, and still nothing has been resolved. Which is why I contacted the BBB in the hopes that the issue could be resolved, because Amazon is not actually listening to it's customers, nor addressing their issues.

AMAZON ACCOUNT: My issues revolve around my Amazon account under the student email address ******************************* I do not have access to this account-LET ME REPEAT THIS FACT, I DO NOT HAVE ACCESS TO THIS ACCOUNT. I still have the email address and I know the password. But when I try to login in Amazon says they need to send me a code to my Student Email account in order to access the account-WHICH I NO LONGER HAVE ACCESS TO. This means I cannot access nor use the Email address or anything associated with it. I have spoken to Amazon on the phone about changing the email to someone else, and they stated they are unable to assist me. Which means that I cannot affect change in regards to this account. This needs to be understood and comprehended on the part of Amazon and it's respective staff. I DO NOT HAVE ACCESS TO THIS ACCOUNT OR TO THE ASSOCIATE EMAIL -******************************* It is essentially forever locked from my access.

OWED CREDITS: I am still owed three credits of $32.84, and they need to go back to my Mastercard on file that ends in ****. I was charged and not refunded in April 2022, November 2022, and July 2023. This is what I have been specifically asking for for more than a year now. I have tried to resolve this issue after it first happened, but all I get in the run around. I get form emails that have nothing to do with the actual topic or I am told information that is not applicable. Such as if I cannot access my Amazon account, then any solution that involves that same account/Email address ****************************** is not viable. I do not know how many times I need to repeat this information.

AMAZON CREDIT: On January 11th, ****, Arun from Amazon offered to refund my account in Amazon credits for the amount of $98.52 (See below email as proof). Instead of refunding me to the credit card on file. But **** offered to refund this amount to an account that I do not have access to, and have not had access to for more than a year. I have repeatedly stated this to Arun/Amazon and the BBB again and again, in multiple emails and messages. I do not have access to the Amazon account under the email ******************************* Please explain how is this a solution to the problem? I have repeatedly stated that I do not have access to this account, and yet Arun/********************** offered to credit this account. This is like saying I will refund your money, but I will place it somewhere you can never see it and never have access to it. How is that resolving the issue? I still have another active account under the email ********************** which you are aware of, as I have stated this repeatedly as well (It is how I was able to chat with customer service in the past). You could have offered to refund this account instead of the one I have ZERO access to. At least I would have allowed me access to the Amazon credit in the amount of $98.52.

OLD SHIPPING ADDRESSES: The Amazon account under the email ****************************** has old shipping addresses still listed. ***************************************************************, Northridge, ** are no longer valid. These are both addresses for the Northridge ********** ************ Which have been closed for more than a year now. They demolished the building and now it is a vacant lot. You can ****** this information yourself. This is why I have not received the items in questions for more than a year. You will even note if you check, that a lot of the standing orders were returned to sender, and I was credited for those. But not for all of them. These would have been delivered by your staff to a now vacant lot. Which is why I am still requesting a credit-AS I NEVER RECEIVED THEM. I do not know how many times I need to state and re state this fact.

SUMMARY: I do not have access to the Amazon account under ******************************* It does not matter who I speak to on the phone, via email or chat, this has not changed and will not be changed. Unless Amazon decides to ***** me access to the account or change the email address-This is something they have the power to do, but they have not done anything in regards to this. I am still owed three credits of $32.84 for merchandise I never received. These missing items would have bene sent to a physical street address that does not exist anymore and has not for over a year. Because I do not have access to the account in question. I cannot change the email address on file, the shipping address, nor cancel the products in question. Someone in chat actually canceled the standing orders when they issued the one credit I already had received from a December 2023 order. If they had not, I would have been continued to have been billed for items that were being auto sent to an an address that does not exist anymore. I hope that finally this all makes sense to you, and that you can comprehend how mind-blowingly frustrating it has been to deal with the ongoing situation and the Amazon staff. Who simply are either not listening or not comprehending what the problem is.

I will not let this situation rest. And I will continue to pursue the refund of $98.52 I am still owed and I will continue to be very public about the issue. I have all of the documentation to prove that Due Diligence was not performed and customer concerns are being ignored. I have copies of all the emails, chats and messages that I have sent, and received, from Amazon and the BBB. Which show that my issues have not been properly addressed.

P.S. Once again look at the below email and how a credit was offered to me for n account that I do not have access to, and please explain to me how this resolves the issue? If worse comes to worse I would take the Amazon Credit, but I would still need to be able to access it in order to use it. I could be sent an Amazon E-gift card to this email address for example. That would actually be a working solution. But anything involving the Amazon account under email ****************************** I do not have access to.

Sincerely,

****************************************;
On Wednesday, January 17, **** at 09:54:11 AM PST, Amazon.com <***********************************************> wrote:

Hello *******,

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

I completely understand your concern.

However, as the previous orders are old orders and show delivered, we're unable to offer any additional insight or action on this matter.

I appreciate your understanding.

Regards,

Arun
Amazon.com

Business Response
Date: 01/17/2024
Hello *******,

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

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

I've checked the Order ID: ******************* and see that the refund was already processed to the original payment method.

However, as the order shows delivered for the other orders for the same item, we're unable to take any action on it from our end.

I would recommend and request you to contact your bank and dispute the charges as this is the only option to get the amount reverted.

I appreciate your understanding in this matter.

Arun
Amazon.com ****************
Customer Answer
Date: 01/19/2024
CLOSED.png is an image from a web search, that AMAZON, ARUN or ***** G can perform to verify the information for themselves. ***************** *********** in Northridge, **, located at *************************************************** has been closed for more than a year now and the building has actually been demolished. It is physically no longer standing. Let me repeat this. It is physically no longer standing. My Bi-Monthly auto shipped orders were being sent to this defunct address and Amazon drivers were leaving them at an empty and obviously abandoned location. This is the fault of Amazon and it's drivers. I could not change the shipping address nor cancel the standing Bi-Monthly order of the Funko ********************** Box, because I no longer have access to the Amazon account it was under, under the email address ******************************* I attempted to call, to email and to chat in about this issue for more than a month now. it did not matter who I spoke to or the method of communication. Amazon and it's representatives would not assist me and the orders were continued to be shipped to a building that is physically no longer standing. The majority of the auto shipped orders were returned to sender and I did receive some credits, but I am still missing three credits. This is the ongoing situation or issue that Amazon and it's representatives, such as Arun are failing to comprehend and to rectify. You cannot claim to have delivered something to an address that does not physically exists. I have had to state and re state this information on numerous occasions and no one seems to be paying any attention to the actual facts of the matter.
Customer Answer
Date: 01/19/2024
Dear **** representing Amazon and **************, representing the BBB,
RE: Due diligence has not been performed

Please take the time to read the following information below and to actually comprehend what has been said and to not ignore the facts or the actual reality of the situation. Arun from Amazon especially has either not fully comprehended the information he has been given, or he is deliberately choosing to ignore the facts. I will now clearly explain everything going on, and try to be as succinct as I can.
CANNOT ACCOUNT ********************** ACCOUNT: I cannot access the Amazon account under the email address ******************************* This means that I cannot cancel standing orders, I cannot change shipping addresses, I cannot chat in directly, nor view anything within this account. I will repeat this important information again-I CANNOT ACCESS THE AMAZON ACCOUNT UNDER THE ***** ADDRESS ******************************* This is an important fact that cannot continue to be ignored, and if **** continues to ignore this fact than we will never be able to resolve anything. All the issues are associated with this account, that I cannot access.
SHIPPING ADDRESS IS INVALID: ********************************************* *********** and PO BOX ******, Northridge, ** ***** are both addresses for the Northridge ************* ***************WHICH IS NO LONGER STANDING. The ********************** has been closed for more than a year, and the building has actually been demolished. I will repeat this information again-THE NORTHRIDGE POST OFFICE IS PHYSICALLY NO LONGER STANDING. This means that anything sent to either of the address listed above would not reach the desired recipient. Even if it shows delivered on the end of Amazon, that is not actually possible. You cannot deliver something to a building that is physically no longer standing or does not exist. This is information that needs to be understood and fully comprehended. Arun cannot continue to just read from a script and/or send form email responses, when the facts say otherwise. Such as how can anything be delivered or received at an address that does not physically exist.
CREDITS STILL OWED: Because I could not access the Amazon account (Under email ******************************* to cancel standing orders and/or change the shipping address, Amazon continued to ship the Funko ********************* box to an address that does not physically exist anymore. The majority of orders were actually returned to the shipper, and I was refunded for some of them. But several orders were left at an address that does not physically exist and I still need to be credited for these still listed before for the grand total of $98.52.
$32.84 on July 31st 2023-Transaction ID *********
$32.84 on November 3rd, 2022-Transaction ID *********
$32.84 on April 1st. 2022-Transaction ID *********
Arun ignored all of this important and detailed information before and mentioned I had been refunded for a December **************************************************************************************** my initial complaint. Only the charges made on July 31st, 2023, November 3rd, 2022 and April 1st, 2022 are in question and need to be refunded. Arun should not be referencing any other dates or charges.

INVALID INFORMATION/SUGGESTIONS FROM ARUN/AMAZON: It is important to note that **** has made suggestions on multiple occasions that do not apply to the situation at hand, cannot apply to the situation at hand, and/or are simply not possible. Such as **** has suggested that I contact my credit card to resolve the refund issues, instead of taking responsibility for the situation. **** fails to take into account that credit card companies/banks will not refund or dispute charges that are more than 45 days old. So, when **** suggests that I contact my own bank or credit card company, that is not a feasible possibility. **** also suggested that I call Amazon customer service on the phone. This is not possible. I stated more than once that I have called Amazon, emailed them, and chatted with them online. I have been attempting to resolve this issue for more than a year now. This has not resolved the situation, nor the issue, and no actual change has transpired. Which is why I contacted the BBB, because calling, emailing and chatting with Amazon and it's representatives yields no results. I will repeat this again-Calling, speaking to Amazon on the phone, emailing and chatting with Amazon and their representatives has not changed anything nor yielded any results.
CREDIT TO ACCOUNT I CANNOT ACCESS: In the email dated January 11th, ****, Arun stated they could refund me in Amazon Credits to the Amazon account under the email address ************************************ I have stated again and again, I do not have access to this account. So, **** wants to refund me to an account that I cannot access and I cannot view anything therein. This means I would never be able to access the funds, nor even verify that they were ever sent in the first place. This is exactly the same as **** doing absolutely nothing, as I would never be able to access or verify that something was actually done. Arun knows I cannot access this account, yet he still suggested a refund to an account he knows I cannot access.

AMAZON CREDIT: Arun, if he was actually reading and comprehending all of the information, he had been given he would know that he cannot issue Amazon credit the Amazon account under the email ******************************* But what he could do is either send me an Amazon E-Gift card to ****************** (The email that both Arun and the BBB have been using to communicate with me regarding this issue/complaint), or he could issue the Amazon credit to my existing and still active Amazon account under the email address ********************** I will repeat this, Arun CAN issue me an Amazon credit E-Gift to the email address ****************** or to the Amazon account under the email address ***************************** ELSE!

DESIRED RESOLUTION: I still am seeking a full refund for the missing $98.52 to my Mastercard Credit card ending in **** (which is still on file in both my active and inactive Amazon accounts). **** stated that he is unable to do this, but this is not accurate information. **** has the ability to reach out to the Amazon financial team and request a full refund back to the Credit Card used for any past transaction. Any claim to the contrary is an example of **** not doing his Due Diligence. Amazon is a giant international company. For **** to claim he cannot refund me , or someone else within the company cannot refund me is not accurate information. There is a world of difference between CANT do something and WONT do something-But if **** wants to continue to claim he cannot refund my original credit card, then he can send me an Amazon E-Gift card directly to ****************** or to my Amazon Account under the email address **********************

ARUN PLEASE READ AND COMPREHEND ALL OF THE INFORMATION/FACTS: I have submitted the necessary information again and again. But it has been widely ignored by all parties. Every single response I have received from **** has either been completely off topic, or completely ignores the (vital) information that he has been previously given. Please pay careful attention to the next response I/we receive from ****, as it will mostly ignore the factual information or the reality of the situation. IF **** continues to ignore the reality of the situation or the actual facts, then it will be impossible to find a resolution to the problem at hand.

Customer Answer
Date: 01/19/2024
Dear ************************************************** still owed and failure to perform Due Diligence

You have given multiple explanations for the same issue or situation, which often contradict one other. This tells me that you are not actively listening or paying attention to the details of the issue or situation, that you are failing to address the issue or that you are not sincere in your effort to resolve the situation. My issue is I have been charged for multiple items I have not received and have yet to receive a credit for. The items were auto shipped to an address that is no longer valid and has not been valid for over a year now (You can ****** this information yourself if you were so inclined). The majority of the items were returned to sender (You can internally view this yourself as you will see a credit has been issued for some of the items in the past, but not all). I requested a credit for the three items I was still charged for and never received (I provided you with the transactions numbers from my bank proving I was charged and never received a credit for-Initially Amazon was claiming I had not been charged, which was not accurate). Your initial response to this inquiry was that I received a credit already for ONE item, which I had not mentioned in my complaint (This shows you are not actively listening again or failing to comprehend the situation). You ignored the actual details of the complaint, that I am still owed three credits that add up to $98.52. You also stated that you wished to call me on the phone. Which I stated I have done before. I have spoken to representatives on the phone, I have emailed and I have chatted. In every single instance, nothing has changed, nothing was done, and still nothing has been resolved. Which is why I contacted the BBB in the hopes that the issue could be resolved, because Amazon is not actually listening to its customers, nor addressing their issues.

AMAZON ACCOUNT: My issues revolve around my Amazon account under the student email address ******************************* I do not have access to this account-LET ME REPEAT THIS FACT, I DO NOT HAVE ACCESS TO THIS ACCOUNT. I still have the email address and I know the password. But when I try to login in Amazon says they need to send me a code to my Student Email account in order to access the account-WHICH I NO LONGER HAVE ACCESS TO. This means I cannot access nor use the Email address or anything associated with it. I have spoken to Amazon on the phone about changing the email to someone else, and they stated they are unable to assist me. Which means that I cannot affect change in regards to this account. This needs to be understood and comprehended on the part of Amazon and it's respective staff. I DO NOT HAVE ACCESS TO THIS ACCOUNT OR TO THE ASSOCIATE EMAIL -******************************* It is essentially forever locked from my access.

OWED CREDITS: I am still owed three credits of $32.84, and they need to go back to my Mastercard on file that ends in ****. I was charged and not refunded in April 2022, November 2022, and July 2023. This is what I have been specifically asking for for more than a year now. I have tried to resolve this issue after it first happened, but all I get in the run around. I get form emails that have nothing to do with the actual topic or I am told information that is not applicable. Such as if I cannot access my Amazon account, then any solution that involves that same account/Email address ****************************** is not viable. I do not know how many times I need to repeat this information.

AMAZON CREDIT: On January 11th, ****, Arun from Amazon offered to refund my account in Amazon credits for the amount of $98.52 (See below email as proof). Instead of refunding me to the credit card on file. But **** offered to refund this amount to an account that I do not have access to, and have not had access to for more than a year. I have repeatedly stated this to Arun/Amazon and the BBB again and again, in multiple emails and messages. I do not have access to the Amazon account under the email ******************************* Please explain how is this a solution to the problem? I have repeatedly stated that I do not have access to this account, and yet Arun/********************** offered to credit this account. This is like saying I will refund your money, but I will place it somewhere you can never see it and never have access to it. How is that resolving the issue? I still have another active account under the email ********************** which you are aware of, as I have stated this repeatedly as well (It is how I was able to chat with customer service in the past). You could have offered to refund this account instead of the one I have ZERO access to. At least I would have allowed me access to the Amazon credit in the amount of $98.52.

OLD SHIPPING ADDRESSES: The Amazon account under the email ****************************** has old shipping addresses still listed. ***************************************************************, Northridge, ** are no longer valid. These are both addresses for the Northridge ********** ************ Which have been closed for more than a year now. They demolished the building and now it is a vacant lot. You can ****** this information yourself. This is why I have not received the items in questions for more than a year. You will even note if you check, that a lot of the standing orders were returned to sender, and I was credited for those. But not for all of them. These would have been delivered by your staff to a now vacant lot. Which is why I am still requesting a credit-AS I NEVER RECEIVED THEM. I do not know how many times I need to state and re state this fact.

SUMMARY: I do not have access to the Amazon account under ******************************* It does not matter who I speak to on the phone, via email or chat, this has not changed and will not be changed. Unless Amazon decides to ***** me access to the account or change the email address-This is something they have the power to do, but they have not done anything in regards to this. I am still owed three credits of $32.84 for merchandise I never received (Grand total of $98.52). These missing items would have been sent to a physical street address that does not exist anymore and has not for over a year. Because I do not have access to the account in question. I cannot change the email address on file, the shipping address, nor cancel the products in question. Someone in chat actually canceled the standing orders when they issued the one credit I already had received from a December 2023 order. If they had not, I would have been continued to have been billed for items that were being auto sent to a physical address that does not exist anymore. I hope that finally this all makes sense to you, and that you can comprehend how mind-blowingly frustrating it has been to deal with the ongoing situation and the Amazon staff. Who simply are either not listening or not comprehending what the problem is.

I will not let this situation rest. And I will continue to pursue the refund of $98.52 I am still owed and I will continue to be very public about the issue. I have all of the documentation to prove that Due Diligence was not performed and customer concerns are being ignored. I have copies of all the emails, chats and messages that I have sent, and received, from Amazon and the BBB. Which show that my issues have not been properly addressed and actual factual information has been ignored.

P.S. Once again look at the below email and how a credit was offered to me for an account that I do not have access to, and please explain to me how this resolves the issue? If worse comes to worse I would take the Amazon Credit, but I would still need to be able to access it in order to use it. I could be sent an Amazon E-gift card to this email address ******************* or ********************** for example. That would actually be a working solution. But anything involving the Amazon account under email ****************************** I do not have access to.

Sincerely,

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

EMAIL FROM ARUN AT AMAZON:

On Thursday, January 11, **** at 10:47:48 AM PST, Amazon.com <***********************************************> wrote:

Hello *******,

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

I completely understand your concern.

However, there is no direct refund option to the card used for the mentioned amount i,e $98.52.

I can go ahead and refund the amount through gift card balance to the same Amazon account and get this issue resolved right away.

Please confirm.

Regards,

Arun
Amazon.com
****************************************;
Customer Answer
Date: 01/19/2024
Dear **** representing Amazon and **************, representing the BBB,
RE: Due diligence has not been performed

Please take the time to read the following information below and to actually comprehend what has been said and to not ignore the facts or the actual reality of the situation. Arun from Amazon especially has either not fully comprehended the information he has been given, or he is deliberately choosing to ignore the facts. I will now clearly explain everything going on, and try to be as succinct as I can.
CANNOT ACCOUNT ********************** ACCOUNT: I cannot access the Amazon account under the email address ******************************* This means that I cannot cancel standing orders, I cannot change shipping addresses, I cannot chat in directly, nor view anything within this account. I will repeat this important information again-I CANNOT ACCESS THE AMAZON ACCOUNT UNDER THE ***** ADDRESS ******************************* This is an important fact that cannot continue to be ignored, and if **** continues to ignore this fact than we will never be able to resolve anything. All the issues are associated with this account, that I cannot access.
SHIPPING ADDRESS IS INVALID: ********************************************* *********** and PO BOX ******, Northridge, ** ***** are both addresses for the Northridge ************* ***************WHICH IS NO LONGER STANDING. The ********************** has been closed for more than a year, and the building has actually been demolished. I will repeat this information again-THE NORTHRIDGE POST OFFICE IS PHYSICALLY NO LONGER STANDING. This means that anything sent to either of the address listed above would not reach the desired recipient. Even if it shows delivered on the end of Amazon, that is not actually possible. You cannot deliver something to a building that is physically no longer standing or does not exist. This is information that needs to be understood and fully comprehended. Arun cannot continue to just read from a script and/or send form email responses, when the facts say otherwise. Such as how can anything be delivered or received at an address that does not physically exist.
CREDITS STILL OWED: Because I could not access the Amazon account (Under email ******************************* to cancel standing orders and/or change the shipping address, Amazon continued to ship the Funko ********************* box to an address that does not physically exist anymore. The majority of orders were actually returned to the shipper, and I was refunded for some of them. But several orders were left at an address that does not physically exist and I still need to be credited for these still listed before for the grand total of $98.52.
$32.84 on July 31st 2023-Transaction ID *********
$32.84 on November 3rd, 2022-Transaction ID *********
$32.84 on April 1st. 2022-Transaction ID *********
Arun ignored all of this important and detailed information before and mentioned I had been refunded for a December **************************************************************************************** my initial complaint. Only the charges made on July 31st, 2023, November 3rd, 2022 and April 1st, 2022 are in question and need to be refunded. Arun should not be referencing any other dates or charges.

INVALID INFORMATION/SUGGESTIONS FROM ARUN/AMAZON: It is important to note that **** has made suggestions on multiple occasions that do not apply to the situation at hand, cannot apply to the situation at hand, and/or are simply not possible. Such as **** has suggested that I contact my credit card to resolve the refund issues, instead of taking responsibility for the situation. **** fails to take into account that credit card companies/banks will not refund or dispute charges that are more than 45 days old. So, when **** suggests that I contact my own bank or credit card company, that is not a feasible possibility. **** also suggested that I call Amazon customer service on the phone. This is not possible. I stated more than once that I have called Amazon, emailed them, and chatted with them online. I have been attempting to resolve this issue for more than a year now. This has not resolved the situation, nor the issue, and no actual change has transpired. Which is why I contacted the BBB, because calling, emailing and chatting with Amazon and it's representatives yields no results. I will repeat this again-Calling, speaking to Amazon on the phone, emailing and chatting with Amazon and their representatives has not changed anything nor yielded any results.
CREDIT TO ACCOUNT I CANNOT ACCESS: In the email dated January 11th, ****, Arun stated they could refund me in Amazon Credits to the Amazon account under the email address ************************************ I have stated again and again, I do not have access to this account. So, **** wants to refund me to an account that I cannot access and I cannot view anything therein. This means I would never be able to access the funds, nor even verify that they were ever sent in the first place. This is exactly the same as **** doing absolutely nothing, as I would never be able to access or verify that something was actually done. Arun knows I cannot access this account, yet he still suggested a refund to an account he knows I cannot access.

AMAZON CREDIT: Arun, if he was actually reading and comprehending all of the information, he had been given he would know that he cannot issue Amazon credit the Amazon account under the email ******************************* But what he could do is either send me an Amazon E-Gift card to ****************** (The email that both Arun and the BBB have been using to communicate with me regarding this issue/complaint), or he could issue the Amazon credit to my existing and still active Amazon account under the email address ********************** I will repeat this, Arun CAN issue me an Amazon credit E-Gift to the email address ****************** or to the Amazon account under the email address ***************************** ELSE!

DESIRED RESOLUTION: I still am seeking a full refund for the missing $98.52 to my Mastercard Credit card ending in **** (which is still on file in both my active and inactive Amazon accounts). **** stated that he is unable to do this, but this is not accurate information. **** has the ability to reach out to the Amazon financial team and request a full refund back to the Credit Card used for any past transaction. Any claim to the contrary is an example of **** not doing his Due Diligence. Amazon is a giant international company. For **** to claim he cannot refund me , or someone else within the company cannot refund me is not accurate information. There is a world of difference between CANT do something and WONT do something-But if **** wants to continue to claim he cannot refund my original credit card, then he can send me an Amazon E-Gift card directly to ****************** or to my Amazon Account under the email address **********************

ARUN PLEASE READ AND COMPREHEND ALL OF THE INFORMATION/FACTS: I have submitted the necessary information again and again. But it has been widely ignored by all parties. Every single response I have received from **** has either been completely off topic, or completely ignores the (vital) information that he has been previously given. Please pay careful attention to the next response I/we receive from ****, as it will mostly ignore the factual information or the reality of the situation. IF **** continues to ignore the reality of the situation or the actual facts, then it will be impossible to find a resolution to the problem at hand.

Customer Answer
Date: 01/21/2024
Dear Arun from Amazon and ***** G from the BBB,                                                          January 21,2024
RE: REFUND STILL OWED/PLEASE SEE IMAGES AND REVIEW FACTUAL INFORMATION

Every time that I speak to Arun, I am given different and often conflicting information. Which makes me wonder if I am speaking to a multitude of individuals all claiming to be Arun since the information I am given is always different and often contradicts previous messages, information and/or the actual facts. Such as in the case of the refund I am still owed, that I have not been refunded for still. I have included an image file(s) of my transactions for addition clarification.

Between July 1st, 2022 and December 2023, I was Charged $32.84 8 separate times for ********************** Boxes that I never received.No matter what Amazon may claim as the physical mailing address does not exists and has not for over a year now, as the building has been demolished.
Between July 1sth, 2022 and December 2023 I was refunded $32.84 5 separate times. This means I am still owed 3 separate refunds of $32.84 each,for a grand total of $98.52. Once again, I am still owed three separate refunds of $32.84 for a grand total of $98.52.
Once again here is the information and the transaction IDs:
$32.84 on July 31st 2023-Transaction ID *********
$32.84 on November 3rd,2022-Transaction ID *********
$32.84 on April 1st.2022-Transaction ID *********

Previously Arun said he would refund the full amount still owed of $98.52 in the form of an Amazon credit to an account that is not inactive (Even though this fact was clearly communicated to him numerous times).Now he has offered to refund me to an active account, but not in the full amount still owed. Once again this is conflicting and contradictory information. As you can see from the images I have supplied, I have not been refunded in full.I have spoken with my bank numerous times and I have even given Amazon and Arun the transactions IDs proving I was charged and not refunded on three separate occasions.
I would naturally prefer to have the full refund of $98.52 go back to the original Mastercard Credit Card, but I will begrudgingly accept the full amount of $98.52 in the form of an Amazon credit as long as it goes to an ACTIVE ACCOUNT. Arun can either send an E-gift card directly to this email address of ************************** or he can place it in the Active Amazon account under the email *********************

Once again, I am still owed the full refund dollar amount of $98.52. Nothing less is acceptable. This situation has been going on for years now, and the only reason why it is still going on is because **** and Amazon are not listening to the legitimate concerns of their customers and they are ignoring the facts. Even when they are staring them in the face-See images below in this message as well as the Image attachments.

.

ARUN You can look at the images of my bank statement and you can count the number of times I was charged and the number of times I was refunded. You will find 8 separate charges of $32.84 and 3 separate refunds of $32.84, which means I am still owed 3 refunds. Please exercise actual due diligence and stop just copying and pasting information. And if I am speaking to a multitude of individuals claiming to be ****, you are failing to listen to the legitimate concerns of your customers and actually effecting positive charge.I am still owed $98.52-PERIOD, this is a fact. You can see it with your own eyes, that I have not been refunded in full. This situation has been going on for years now because Amazon staff and customer service do not listen or pay attention to the actual details or facts of the situation. This only creates more problems. So ****, for once and for all, please fix this issue and refund me the full $98.52 that I am owed. And please remember ONLY these TWO email addresses are still valid to receive the Amazon credit in the amount of $98.52 ***************************** *********************
P.S. It is vitally important that you look at the provided images, proving that I have not been refunded. Due diligence is not being exercised by any parties in regard to this complaint. Thank you
Sincerely,

*****************************
Customer Answer
Date: 01/22/2024
Dear Arun representing Amazon and ************ representing the BBB,
RE: Arun continues to ignore details and factual information provided

First Off ************ Please pay attention and review how **** has sent conflicting and/or contradictory information in every single one of his responses to me or the BBB. **** does not appear to be reviewing the documents he has been sent, nor acknowledging the factual information he has been given multiple times. Such as the copies of my bank statements proving I was charged 8 times and only refunded 5 times, and am still owed three refunds. I have spoken to my bank at lengths and I am still owed three refunds-NOT ONE.

ARUN, either you have not read the information you have been given, or you are deliberately ignoring the information and the facts. Which is why I have several questions for you that require an actual answer from you and not a form email. Please answer the following questions.

1. In your email below you stated the following: "I would like to inform you that previously we were unable to track the order provided. However, once we got the details with the charges, they were already refunded to the card used." How were you provided an order number to track when at no point was an order number ever given to you. Remember I do not have access to the account. At no point did I give you an order date or any tracking information. Also, the shipping address does not physically exist as the building has been demolished.

2. Did you actually look at the two images provided of my bank statement (CHARGES1.png and CHARGES2.png). These images of my bank statement proves that I was charged 8 times between April 1st 2022 and December 2023, and ONLY refunded 5 times during the same period. Did you actually look at these images of my bank statement.

3. You falsely claimed in your most recent emails that I have been refunded for all erroneous charges aside from just one. Can you please provide me with these supposed 7 refund Transaction IDs, so I may give them to my bank for verification. Because I am still owed three refunds, and if you are claiming otherwise you will need to provide evidence to substantiate this false claim. Once again if you are claiming I have been refunded then you need to provide me with all of the refund Transaction IDs that can be verified by my bank. I will not be able to take your word, as you are not paying attention to the information you have been given again and again, and you continue to contradict yourself in every single email.

4. Am I speaking to the same person each time I receive an email addressed from ****, or am I speaking to a multitude of individuals all claiming to be Arun. Because this would explain why the information in every single email I have received is different and contradicts the previous ones.

ARUN, I am still owed 3 refunds, in your email on January 11th, ****, you already stated you would be refunded me $98.52 in Amazon credit. Only to the wrong inactive account. Now your story has changed yet again and again. Each email you make another false claim or provide contradictory information. You talk about things that were never mentioned or brought up, or information that does not exists. Which is why I think I have spoken to different individuals all claiming to be Arun and/or you are some Amazon Chat AI and incapable of dealing with the reality of the situation, because you do understand the information you have been given again and again.

This situation has been going on for more than a year, the quickest resolution is to refund me the full $98.52 I am owed to an ACTIVE AMAZON ACCOUNT. Under the email address ********************** I have a string of emails from you all claiming a different thing. This is not quality customer service.

*****************************
Business Response
Date: 01/24/2024
Hello *******,

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

Thanks for the confirmation.

I've added $100 gift card balance to the Account that you've mentioned.

You can view your balance and usage history in Your Account here:

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

Hope this issue is resolved.

Regards,

Arun
Amazon.com
*****************************
Customer Answer
Date: 01/25/2024
TECHNICALLY I REJECT THEIR LATEST RESPONSE: I did receive an Amazon credit for $100 to my existing Amazon account, but it should have been $98.52 back to my original Mastercard Credit card. This whole situation has taken years, and this never should have been the case. Just the back and forth with Amazon and the BBB took several months alone. My complaint was initially closed by ************ when nothing was resolved and Arun from Amazon clearly gave false or contradictory information in every single one of his communications with all parties. I am baffled at how the BBB thinks they are assisting or doing their job if they allow such going ons without actually intervening. If I did not insist that ***** G perform a modicum of Due Diligence, I would not have received anything. Amazon customer service is effectively inept. It s obvious that multiple individuals are perpetrating themselves off as a singular entities and have serious english reading comprehension issues-Which creates issues on it's own. My entire experience with ALL parties has been nothing but negative and I wish my review to reflect this. The situation was not handled satisfactorily, nor in a timely manner, or even appropriately. I was essentially lied to or given misinformation every step of the way, and that should not be the case. All of your have to be better at your jobs, because right now you are all horrendous.

Dear Zoie L, ***** G, and Arun from Amazon,
RE: Refund finally issued, but Due Diligence was nor performed

First off let me say how mind numbingly frustrating this entire process has been, and the sheer level of incompetence I have experienced in my attempts to resolve this situation. Which technically is still not resolved, even though I finally received an Amazon store credit due solely to my own perseverance. ************ wanted to close out the complaint without a satisfactory resolution because she was merely going through the motions, and I most likely just wanted to move on. This was an ongoing situation that required ALL parties to read all of the information given, but more importantly to actually COMPREHEND all of the information that had been given. I do not believe the customer service agents I spoke to were able to fully comprehend the information that they had been given, and re-given multiple times (Even though the emails were all signed ****, it was obviously I was speaking to a multitude of individuals who were not communicating with one another, nor able to comprehend the information they had previously been given. This is a huge problem when it comes to resolving anyones legitimate issues).

In a nutshell I was not able to access my Amazon account that was under a student email address. Because of this I could not affect any changes to this account, and **********************, regardless of who I spoke to (Via the phone, chat or email) were not able to assist. They kept saying I needed to contact them from the account directly and/or the account email-Completely ignoring the fact that I repeatedly told them I was not able to access the account (This is another huge problem, getting the run around, customer service agents not listening or understanding what the issue is and/or just giving out incorrect or false information as a whole).

Because of this I was being auto charged $32.84 every other month as I could not cancel a standing order-Which was being sent to a ************* *********** that physically does not exist anymore, and has not for more than a year. This was a vital piece of information that Arun from Amazon was unable to comprehend for some reason. He kept claiming that tracking showed I was receiving these items, when in fact I was not. The post office had been demolished which meant that the actual shipping address did not physically exist anymore, so it was impossible for ANYTHING to be delivered there. Yet **** kept insisting I had received the items, even after being told repeatedly that the building was physically not in existence.

I also informed Arun multiple times that I had been charged 8 times and had only received 5 refunds, due mostly to the items being returned to sender. And that I was still owed three credits of $32.84 for a grand total of $98.52. **** repeatedly stated that I had been refunded in December 2023 for $32.84, which was never in question nor part of my initial complaint, and kept ignoring the 3 missing refunds still owed. Even after I had given him transaction IDs and copies of my Bank Statement. **** still persisted that I had been refunded for 7 out of the 8 chargers, which was not true. I asked **** to supply me with all of the refunds Transaction IDs and he failed to do so, as this would have been proof if refunds were actually carried out. Which I knew was not the case, as I had my bank statements as proof. This situation persisted until just recently when I was finally issued an Amazon credit to my existing account under another email. But all of this, the entire process took years from my initially reaching out to Amazon to rectify the situation, and to contacting the BBB.

The whole reason I initially contacted the BBB was to have someone from there make sure there was accountability as well as transparency, and ***** G failed in this duty. As I mentioned she closed out the claim initially because of the false information that **** kept supplying, thinking that this was sufficient grounds. Every single one of ****'s communications to either of us contained either outright false information or contradictory information, and he was never called out on this fact by ************, which is a real problem. If it is obvious that the business is given out false or contradictory information, then they need to be held accountable and called out for it. What is the good of the BBB if they do not actually police or even bother verify the information that is being stated to the consumer. Especially as it pertains to their issue.

This is very important and I do not want my wishes and concerns to be ignored. Because of the extremely negative experience of having to deal with this situation and essentially doing all of the work myself, I wish there to be a negative review in regards to my situation and how it was mishandled by Amazon and its representatives. No part of this situation was not resolved in a satisfactory or acceptable manner. My refund should have gone back to my original form of payment and not an Amazon credit (They do not pay full price for their merchandise, so their credit is not the actual dollar amount value). I should not have been lied to again and again, nor given false information. I should not have to constantly restate the obvious or have to send a photo of the demolished post office in order to be understood. The BBB also has to do a better job if they wish to be considered a watchdog group or true customer advocate. For the ******************** and ************, really didn't do anything. I was the one who did everything and it was an utter nightmare.

Sincerely,

*****************************
>Hide original messageEdit
On Thursday, January 25, **** at 06:13:15 AM PST, Zoie L <************************************> wrote:

Good morning,

Thank you for contacting your Better Business Bureau. My name is ****, and I am out Resolutions Assistant Manager.

As requested below, I have review Complaint ID ******** and the handling of the case. It looks like your case was closed as Answered while you still had outstanding concerns regarding access the account under the email address ******************************* However, it appears after connecting with your case manager, *****, the matter was reopened, and the complaint was sent back to Amazon to address this issue.

As of yesterday, the complaint is pending your response. Please check your inbox for the business response that was forwarded to you for your review and comment.

We appreciate your feedback and raising your concerns. Please note, any coaching or feedback for our team will be handled internally. Thank you.

Warm regards,

******
Resolutions Assistant Manager
Better Business Bureau
******************************************************************************
p: *************
bbb.org Start With Trust
23-Torc-020 Torch Spark Winner_EmailSignature_343x162.jpg
CONFIDENTIALITY NOTICE: This message contains information belonging to Better Business Bureau which may be privileged, confidential and protected from disclosure. The information is intended only for the use of the individual or entity named above. If you are not the intended recipient, you are hereby notified that any disclosure, copying, or distribution or the taking of any action in reliance on the contents of this information is strictly prohibited without our written permission. If you have received this e-mail in error, please immediately notify us by reply e-mail, delete this message, and destroy any copies.

From: Uncle Slander <******************>
Sent: Wednesday, January 17, **** 2:53 PM
To: ***** G <******************************************>
Subject: Complaint ******** Due Diligence was not performed

You don't often get email from ******************* Learn why this is important

Dear ***** G,
RE: Failure to Perform Due Diligence.

I am concerned that due diligence was mot performed in regards to my complain and ongoing issues. I outlined the issues I have been facing multiple times and clearly communicated the facts and the history of the situation. Including how I do not have access to the Amazon account under the email address ******************************* The last email I received from Arun at Amazon was an offer of Store or Amazon credit in the amount of $98.52, BUT issued to an account I do not have access to. I have messaged you with the information regarding this, so I am concerned why this would not be a Red Flag for you. If Amazon offered me a credit that they knew I would not be able to access. How could you not find issue with such a proposed solution? They could have sent me an E-gift card to this very address or to the other Amazon account I still have and still have access to, under *****************. This would have worked, but instead they offered it to an account that they and you are aware I cannot access.

I would like to have your supervisor review what has transpired, as well as the work your performed in reviewing or dealing with my concerns. If you have a quality assurance team, I would like them to take a look at it as well. In essence, I would like to be directed to your supervisor or boss for a peer review of this matter. As what has transpired is unacceptable and I will not simply accept that there is nothing more to be done, or that my case is dismissed.

Thank you and I await your timely response

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

On Tuesday, January 16, **** at 01:18:34 PM PST, ***** G <******************************************> wrote:

Good afternoon,

I do see that the business has provided the following statement regarding the account:

As you are unable to access your school account, I request you to please share us below information, I'll need to share details internally to investigate further.

Preferred Contact Number
Best time to call
Preferred Contact Language

Please provide the requested information. I will then be able to add that to the complaint and request that the business address the account issues that you are having.

***** G
Resolutions Specialist
Better Business Bureau
bbb.org Start With Trust
CONFIDENTIALITY NOTICE: This message contains information belonging to Better Business Bureau which may be privileged, confidential and protected from disclosure. The information is intended only for the use of the individual or entity named above. If you are not the intended recipient, you are hereby notified that any disclosure, copying, or distribution or the taking of any action in reliance on the contents of this information is strictly prohibited without our written permission. If you have received this e-mail in error, please immediately notify us by reply e-mail, delete this message, and destroy any copies.

From: Uncle Slander <******************>
Sent: Tuesday, January 16, **** 2:14 PM
To: ***** G <******************************************>
Subject: Re: Complaint ******** I reject response from Amazon regarding issue.

Dear *****,

You are not addressing the issue in full still, they said they cannot refund me to the original card (which is not true, but let's leave that point aside for the time being) AND they mentioned giving me a store credit. A store credit that I could not use because they would issue it to an account I do not have access to. How is this very important and crucial detail being overlooked by both you and Amazon? I have my regular amazon account still, they could have issued the store credit to that account. They did not offer this as a solution, and neither did you. This is why my complaint was closed prematurely. Can you please let me know why you did not find issue with them offering a credit that you know the person could never use?

On Tuesday, January 16, **** at 01:01:40 PM PST, ***** G <******************************************> wrote:

Good afternoon,

All information that you have provided on your complaint has been sent and shared with the business.

BBB is a neutral reporting agency and we cannot force the business to take any action. The business has stated that they cannot issue the credit to your card, so BBB will not pursue this matter further.

Should you desire additional assistance, you may file a complaint with your local state ***************************************************** or the FTC.

***** G
Resolutions Specialist
Better Business Bureau
bbb.orgStart With Trust
CONFIDENTIALITY NOTICE: This message contains information belonging to Better Business Bureau which may be privileged, confidential and protected from disclosure. The information is intended only for the use of the individual or entity named above. If you are not the intended recipient, you are hereby notified that any disclosure, copying, or distribution or the taking of any action in reliance on the contents of this information is strictly prohibited without our written permission. If you have received this e-mail in error, please immediately notify us by reply e-mail, delete this message, and destroy any copies.

From: Uncle Slander <******************>
Sent: Tuesday, January 16, **** 1:52 PM
To: ***** G <******************************************>
Subject: Re: Complaint ******** I reject response from Amazon regarding issue.

Dear *****,

You must be aware that all companies, and not just Amazon have the ability to refund any credit cards on file. Just because they stated that to you, does not make it factually accurate information. Also they offered to refund me in store credit to an account that I do not have access to. Did you pass on this information to them before closing the case, as it is a very important detail. My concern is that you may have had a heavy work load after your vacation and just wished to close some of your open cases. And that is not fair, this issue has not been resolved and my legitimate concerns were not addressed. Did you not find fault in them offering a credit you know the person could not utilize? I would have mentioned that to them, definitely before closing the complaint. Why was this not done?

On Tuesday, January 16, **** at 12:47:06 PM PST, ***** G <******************************************> wrote:

Good afternoon,

Thank you for contacting Better Business Bureau. We understand you do not agree with the closure of your case and therefore we would like to provide you a more detailed explanation regarding its closure and what BBBs role is.

Your complaint was reviewed and closed as BBB files show the company has stated their position. BBB will not ask a company to change or make an exception to their standard operating policies and procedures. According to the companys response, there is no direct refund option to the card used for the mentioned amount i,e $98.52.

BBBs role as a not for profit, neutral reporting agency is to facilitate communication between businesses and consumers by providing a neutral forum for discussion. Per BBB guidelines, as the company has spoken to the issues raised in your complaint, providing their position on the issues, there is nothing further BBB requires of them at this time, and therefore the case has been closed.

BBB reports on complaints received and how a company responds to those complaints. You indicated you are still not satisfied with the responses the company has presented, and that will be reflected in their BBB Business Review. Should you desire additional assistance, you may file a complaint with your local state ***************************************************** or the FTC.

***** G
Resolutions Specialist
Better Business Bureau
bbb.orgStart With Trust
CONFIDENTIALITY NOTICE: This message contains information belonging to Better Business Bureau which may be privileged, confidential and protected from disclosure. The information is intended only for the use of the individual or entity named above. If you are not the intended recipient, you are hereby notified that any disclosure, copying, or distribution or the taking of any action in reliance on the contents of this information is strictly prohibited without our written permission. If you have received this e-mail in error, please immediately notify us by reply e-mail, delete this message, and destroy any copies.

From: Uncle Slander <******************>
Sent: Tuesday, January 16, **** 1:37 PM
To: ***** G <******************************************>
Subject: Re: Complaint ******** I reject response from Amazon regarding issue.

You don't often get email from*******************Learn why this is important

Dear ************,

You seem to have closed my issue with Amazon prematurely. I have been messaging you for awhile but you have been on vacation and have not responded to my emails or questions. Then today I received this message: 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. They offered a solution that was not actually a solution. I messaged you directly via email and on the BBB website regarding this but received no answer. There has to be some follow through on your part, this issue is not resolved and it was not properly addressed. Please respond as I wish to have the issue re examined.

Thank you

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

On Thursday, January 11, **** at 11:25:15 AM PST, <******************> wrote:

Dear ************,

Amazon emailed me here just now, attempting to bypass transparency and oversight. They offered to refund me in Amazon credit to the same account I repeatedly stated I have zero access to. Stating they couldn't refund the card I was initially charged, which is not true. Any company, especially Amazon, can refund any credit card they have ever done business with. So their response was not only a lie, but to knowingly offer me an Amazon credit I would never be able to access. I was very detailed regarding the situation as well as the (only) desired resolution. The Amazon representative is either deliberately being obtuse or they are deliberately ignoring the reality of the situation. I was charged for goods and /or services I did not receive. I need to be refunded in full to the original form of payment. Which is still on file in the account in question. There should be no failure in their part to comprehend the situation, nor an inability to issue a full credit to my MasterCard on file. I will reject any and all proposed resolutions from Amazon that do not involve a full credit back to my original MasterCard. Thank you.

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

On Monday, January 8, **** at 02:15:25 PM PST, ***** G <******************************************> wrote:

Good afternoon,

Thank you for contacting your Better Business Bureau. My name is *****, and I am part of the Business Resolutions Team with your BBB.

Currently, your case is open and pending a response from the business. As soon as we receive information from the business, we will forward it to you for your review.

As a reminder, BBB is a neutral party, we are unable to enforce a specific outcome or ask a business to change their policies.

***** G
Resolutions Specialist
Better Business Bureau
******************************************************************************
p:*************
bbb.orgStart With Trust

CONFIDENTIALITY NOTICE: This message contains information belonging to Better Business Bureau which may be privileged, confidential and protected from disclosure. The information is intended only for the use of the individual or entity named above. If you are not the intended recipient, you are hereby notified that any disclosure, copying, or distribution or the taking of any action in reliance on the contents of this information is strictly prohibited without our written permission. If you have received this e-mail in error, please immediately notify us by reply e-mail, delete this message, and destroy any copies.

From:************************** <******************>
Sent: Monday, January 8, **** 10:27 AM
To: ***** G <******************************************>
Subject: Re: Complaint ******** I reject response from Amazon regarding issue.

You don't often get email from*******************Learn why this is important

Dear ***** G,

I was able to respond on the bbb website but I wanted to make sure that you had received my initial rejection. I have asked for a refund that I am legally ***********. Amazon has all of the information they need to perform the refund,there is no reason for them not to perform the refund at this point to need to ask anything additional. I was charged for goods and/or services I did not receive. Thank you.

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

On Sunday, December 31, 2023 at 04:10:11 PM PST, ***** G <******************************************> wrote:

Hello,

Thank you for contacting your Better Business Bureau. I am out of the office until January 3, ****, but I look forward to responding to your message once I get back.

In the meantime, you can visit BBB.org to access the following services and more:

Check out a business profile
Use the Get-A-Quote tool
Share details regarding a marketplace experience
Initiate our resolution process
Access consumer articles and tips
I hope you have a wonderful holiday!

Sincerely,

***** G
Resolutions Specialist
Better Business Bureau
******************************************************************************
p: *************
bbb.org Start With Trust

CONFIDENTIALITY NOTICE: This message contains information belonging to Better Business Bureau which may be privileged, confidential and protected from disclosure. The information is intended only for the use of the individual or entity named above. If you are not the intended recipient, you are hereby notified that any disclosure, copying, or distribution or the taking of any action in reliance on the contents of this information is strictly prohibited without our written permission. If you have received this e-mail in error, please immediately notify us by reply e-mail, delete this message, and destroy any copies.

From:**************************
Sent: 1/1/**** 12:10:03 AM +00:00
To:******************************************
Subject: Complaint ******** I reject response from Amazon regarding issue.

[You don't often get email from ******************* Learn why this is important athttps://aka.ms/LearnAboutSenderIdentification ]

Dear ************,

Re: ********

I will respond in greater detail on January 2nd, ****. But I wanted to give you an initial response now. I was unable to click on any of the links for the response I received on the BBB website. I reject the response from Amazon as it is a form letter and does not actually address nor acknowledged the issue at hand. I specifically stated I was owed three refunds and gave amounts and dates, and they talked about a singular refund that I have received, which is not one of the three I contacted the BBB about. This is a situation that has been going on for a year now. I email, call and chat and nothing is done, and when I do receive a response it is a form letter response or completely off topic. I wish the BBB to be involved in every step of the process so there is accountability and true oversight. I will respond later on with more information but I wanted to let you know that I have rejected their response as of now. I thank you for your time.

*****************************
Customer Answer
Date: 01/25/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is BARELY satisfactory to me. Initially ************ closed out the complaint because she didn't want to bother to perform the barest amount of due diligence and I would have gotten nothing.

I was lied to repeatedly every step of the way, given false or contradictory information and my Mastercard should have been refunded. I received store credit, when that should not have been the case. I also still want proof that Amazon supposedly issued me 7 credits to my credit card, as I know that is a lie. Please review all the emails from Arun and look for the many, many inconsistencies therein. This entire process has been nothing short of a nightmare.

Sincerely,

*****************************
Initial Complaint
Date:12/21/2023
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 ordered 3 items: Nov 29 and Nov 30. 2 pair jeans and belts. #***-8133237-0829029 and ***-3275236-7174636 On Amazon.ca I later ordered Gift Cards; however, without calling me first, they thought someone had gotten into my account and blocked my account and I had to reset my password. It looks like at the same time, they sanitized my account and although I received said orders above and attached below, I can no longer see them on my orders and process my own return. I have called about 5 times and each time, no one can help me and keep making tickets for me which I never get a phone call from and have no resolution. I want a refund immediately for the items and a store credit for the hours of wasted work time I have spent trying to resolve this issue that I didn't create.The last ticket number I got was:A1B26RRF6B9005. But I called again the other day, got put on hold for 1 hour and then they dropped the call.
Business Response
Date: 12/30/2023
Hello ****,

I am Vishal 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 regarding your Amazon account.

Upon reviewing I can see that your Amazon account is now reinstated along with the orders.

You can now request for the resolutions on the orders from the order history on the website.

I hope this helps! Have a great week ahead!

Regards,

Vishal
Amazon.com
*****************************
Customer Answer
Date: 01/04/2024

Complaint: 21043456

I am rejecting this response because:
I asked the company for a credit on my account. I have attached my phone bill costs for calling US to deal with this from ****** and all my wasted work time. I expect a credit of $200 to cover my phone bill and wasted time. Not once did Amazon contact me or email me. I had 1 phone call and I was working and they did not leave a message with a phone number. Not once did someone offer me a **** number. I had to search on my own. Everytime I called, I got pulled on hold (one time for over an hour). Make this right Amazon. Why did I have to chase you down?

Sincerely,

*********************
Initial Complaint
Date:12/21/2023
Type:Sales and Advertising 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 need an adult to help me work with Amazon. I sell on Amazon and recently, I was asked to prove the authenticity of some of the products I sold on Amazon.I have sent invoices to Amazon for all the products I sold on Amazon. I have repeatedly pointed out that I drop ship from ******** for all orders. Therefore, if there are no orders on Amazon then there are no orders from my supplier, therefore there are no invoices. This cannot be that difficult to understand, but here I am, writing to someone to intervene with Amazon on my behalf.******** is beyond reproach as a supplier, so it has to be a clerical error or just an error of some form. I do not have any way to get this through to Amazon in any way.
Business Response
Date: 12/23/2023
Hello,

Thank you for reaching out. As an appeal path to reinstatement, we have requested the seller to provide invoices for the ASINs seller has fulfilled orders on: B01DTOEY3M, B00CC6XRYG, B00C5H64DS. The seller needs to appeal through seller central with the requested information.
Regards,
Amazon
Customer Answer
Date: 12/29/2023

Complaint: 21043412

I am rejecting this response because:
To say I am confused lacks the proper depth of my frustration with Amazon and this entire process. I
have been asked to provide invoices for ASINs that were sold, and when I send the invoices, I am told
they are not enough.

My supplier is beyond reproach, my invoices are clean, clear, and concise. What more is needed from
me to get my account restored?

I have, repeatedly, provided invoices from my supplier, ********, for your teams to review, and
somehow, I am told that there is not enough information to restore my seller account. It is almost as if
no one is reading what I am sending, or you are secretly looking for something different and cannot ask
for it directly.

This seems like something is broken in your system and your teams cannot seem to understand or
acknowledge what it is I am sending. I desperately need an adult, or at least someone who will read
through what I have sent and restore my seller account.
I am not attaching invoices requested here because I do not wish to violate any privacy for the customers. However, I have sent to amazon directly again following their instructions.

Sincerely,

***********************
Business Response
Date: 01/05/2024
Hello from Amazon,

I am unable to locate any seller accounts using the email address provided within the complaint, ***************************** For security reasons, I am not able to provide any information or take any action on a seller account unless contacted directly by the owner of that account. Please provide the email address that was used when registering the seller account.
Customer Answer
Date: 01/05/2024
Hello,
Thank you for reaching out.
The amazon account was created under the email: *********************************
Merchant Token: A3IPGHBW9R9P49
Business Response
Date: 02/04/2024
Hello ***********************,
We received your submission but do not have enough information to reactivate your account.Why did this happen?You have not sent us sufficient information that we previously requested from you to address our concerns with your account.
For privacy reasons, we do not provide details about our investigation methods.What happens now?Your account will remain deactivated. If we do not receive the requested information your account will remain deactivated.
How do I appeal this decision?If you have additional documents or information that you have not yet provided, you can submit your appeal by following the instructions on the "Account Health" page in Seller Central:*************************************************************************** Review our past communications with you that specify the information required to appeal this decision.Has your account been deactivated in error?If you believe the complaints about the authenticity of your items are unjustified or received in error, you can explain how you identified this issue by following the instructions on the "Account Health" page in Seller Central and we will investigate your concern:*************************************************************************** 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:*************************************************************************** On iOS:*********************************************************************** On Android:******************************************************************************************************** The "Account Health" page shows how well your account is performing against the performance metrics and policies required to sell on Amazon.ASIN: B01DTOEY3M, B00CC6XRYG, B00C5H64DS
Customer Answer
Date: 02/08/2024

Complaint: 21043412

I am rejecting this response because:
I have submitted invoices directly from the ******** Medical Surgical for the entire sales volume.
I am also able to submit screenshots for all the invoices directly from the supplier website but I can only submit files up to 10MB.
The invoices have the supplier information please feel free to verify the orders.
Instead of saying you don't have enough information why not explain what you are missing?
Sincerely,

***********************
Business Response
Date: 02/10/2024
Hello ***********************,
We received your submission but do not have enough information to reactivate your account.Why did this happen?You have not sent us sufficient information that we previously requested from you to address our concerns with your account.
For privacy reasons, we do not provide details about our investigation methods.What happens now?Your account will remain deactivated. If we do not receive the requested information your account will remain deactivated.How do I appeal this decision?If you have additional documents or information that you have not yet provided, you can submit your appeal by following the instructions on the "Account Health" page in Seller Central:*************************************************************************** Review our past communications with you that specify the information required to appeal this decision.Has your account been deactivated in error?If you believe the complaints about the authenticity of your items are unjustified or received in error, you can explain how you identified this issue by following the instructions on the "Account Health" page in Seller Central and we will investigate your concern:*************************************************************************** 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:*************************************************************************** On iOS:*********************************************************************** On Android:******************************************************************************************************** The "Account Health" page shows how well your account is performing against the performance metrics and policies required to sell on Amazon.ASIN: B01DTOEY3M B00CC6XRYG B00C5H64DS
Customer Answer
Date: 02/10/2024

Complaint: 21043412

We have submitted many times the invoices.
If there is something missing why not just ask for what is missing? Why are you wasting peoples time and hold their money hostage? We are a small black owned business. What you are doing has crippled our business and we are most likely to lose our business because of Amazon.
Please take your job seriously!

Sincerely,

***********************
Business Response
Date: 02/14/2024
Hello,

We have reviewed the sellers account and we are unable to reinstate their selling privileges.

We are unable to provide information on our investigation methods.

Sincerely,
Initial Complaint
Date:12/21/2023
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.
Within the past month, Amazon has requested that I submit my ID to a 3rd party in order to receive a refund on damaged items. I called Amazon after being informed by a chat representative that I could verify my account & identity over the phone, but the representative I reached told me it HAD to be done by submitting a photo ID through a link. When I asked for more information about this 3rd party company, the rep said they could not provide any details and I could NOT get in touch directly with that party. Additionally, they are also asking for a picture of the damaged item, on piece of paper with my hand-written name, date, & order ID number (all in the SAME photo). They seem to try to request an excessive amount of information from me to deter me from receiving a refund. Several times, months ago, they repeatedly asked me to take more photos of the same order, stating the pictures were not sufficient, ignoring the obvious damage to the item.Now, Amazon will not issue any further refunds on damaged or defective nonreturnable (in my case, food) items. I have requested refunds (of which they have refused) on the following orders:*********************** Keto Variety Order #***-9762242-3515435 $50.33 11/16/2023 ******************** Peanut Butter Order #***-4764390-1689001 $52.36 12/03/2023 Vegan Snacks Order #***-3772853-6284252 $19.99 12/07/2023 I would Amazon to credit my gift card balance for these damaged food items. I would also like them to verify my account in another way as to not require my personal information to a third party of which they are unable to provide me the contact details of.
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 for any inconvenience caused.

I've reviewed your email regarding an order placed on our website.

Upon reviewing I can see that our specialist team needs to verify your identity before we can consider your request for a refund or replacement. We may also request additional information before granting your request.

Amazon takes all security-related matters very seriously and your account security is our top priority. We have policies and security measures in place to ensure that your personal information remains secure.

Once submitted, our team will review and get back to you with an update on refund for the mentioned order.

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

However, we won't be able to provide any further information apart from this.

Thanks for your understanding.
Customer Answer
Date: 12/24/2023

Complaint: 21043373

I am rejecting this response because:
They cannot explain to me how this personal data they are demanding is going to be used, nor can they provide me with the contact information of the third party they are using to verify my identity. This is a set-up for identity theft & I will NOT provide them this sensitive information (my photo ID). I am a protected person with sensitive status.

Sincerely,

*******************************
Initial Complaint
Date:12/21/2023
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.
dec. 17th i placed order for gift cards for my coworkers and was shown a dec.19th delivery date. on dec. 21st i contacted amazon customer service saying the order is lost. i pay for prime and suppose to receive next day delivery but when i finally got a real person they said it would be 5 days or more. i paid out **************************************************** refund when requested. -Items OrderedPrice 1 of: Amazon.com Gift Card in a Red and Gold Mini Envelope Sold by: ACI Gift Cards, Inc.Supplied by: Other Condition: New $50.00 1 of: Amazon.com Gift Card in a Red and Gold Mini Envelope Sold by: ACI Gift Cards, Inc.Supplied by: Other order number 111-9634292-0065021
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 #***-9634292-0065021 regarding refund for the item.

I see that there is a replacement which is created and cancelled. Due to that we don't have option to process refund back to original payment method.

However as an alternative I can issue refund of $100 to your account gift card balance.

I request you to reply to this email with the confirmation, once we receive the confirmation I'll process the refund and help you with confirmation email.

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

Mahendra
Amazon.com
*****************************

Customer Answer
Date: 12/23/2023

Complaint: 21043328

I am rejecting this response because: refund is needed not a credit as i am going to close this account as this is happening way to many times for me to take a chance. i want refund on my payment method

Sincerely,

***********************
Initial Complaint
Date:12/21/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
We bought 2 phones from Amazon using affirm for payment. Payment was approved and processed quickly. Item received and after short period decided to return items. With tracking both phones showed delivered back to Amazon on the same day on 11/28/2023. One phone was refunded on 12/1/2023. The other phone has not been refunded even though they have the product. Payment is due through affirm for an item that was returned. After speaking with Amazon multiple times we were told it would be refunded till the most recent convention on 12/21/2023 that the refund may happen on 1/2/2024. During the call they refused to acknowledge any other resolution and when mentioned this is no different than theft they agreed on a recorded line. They refuse to refund any sooner which requires us to make a payment even though the item was returned in plenty of time to get a refund. The other phone bought the same way at the same time was returned at the same time and was refunded within a couple days. They are holding money and a product at the same time and refusing to refund in a reasonable time frame.
Business Response
Date: 12/23/2023
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 know you have received refund for one of the ******** Galaxy S23 FE Cell Phone" while you've returned both.
Please allow me to explain, once the carrier has received your return package, please allow up to 30 days for your return to be processed and to receive your refund. If you don't hear from our ************** by January 2, **** please contact customer support. I understand that you were refunded for 1 but in order for us to manually process refund, we need to wait till January 2, only post that we can refund.
We appreciate your patience and understanding and looking forward to hearing from you.

Regards,
*******
Amazon.com
*****************************
Initial Complaint
Date:12/21/2023
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am having great difficulty getting my refund for my shoes that I sent back and were received by Amazon. Every time I chat with a Amazon Representative they tell me that they have taken care of the problem and will see my refund shortly but I never do. The last person I spoke with said that they would refund the shoes back to my credit card, but when I went online and looked at my order they had completely removed that the shoes were returned. I had however taken a screen shot before it was deleted. All I want is for them to refund the money of my shoes back and update my account page so that it does indeed show that the shoes were returned and that they are processing my refund. You can see by my attachments that the item was received back to Amazon and also you can see the screenshot where it used to show that they received my return and were processing. This has now disappeared from the website.
Customer Answer
Date: 12/22/2023
Thank you so much for your assistance. Amazon has refunded my return. Thanks again!
*************************
Business Response
Date: 12/23/2023
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.
Thanks for writing back and letting us know that Amazon has refunded for the return.
I hope this helps.
Please feel free to contact us directly by replying to ***********************************************, if we can be of further assistance.
Regards,
*******
Amazon.com
***********************************
Customer Answer
Date: 12/23/2023

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:12/21/2023
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 returned a purchase from Amazon (dji drone $1058) well within the return window and it was received by Amazon on 12/20/23. The merchandise was unopened and in original packaging. When I reached out to Amazon about my refund. They shared that due to abnormal activity which they werent able to clarify further what the mean by that they need me to upload a government issued identification. I dont feel comfortable sharing personal information on the internet. And I dont feel comfortable uploaded my ID on the link they sent me. There hasnt been any purchases on my account over the last 12 months so Im puzzled what abnormal activity Amazon is referring to.
Business Response
Date: 01/12/2024
Hello,

I am ***** from Amazon account service team. I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB.
We have requested a refund for USD ******* to your bank account. This refund should be posted in the next 5 business days. Please contact your card issuer for support in locating this refund.
We appreciate your cooperation in resolving this matter.

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

*****
Customer Answer
Date: 01/12/2024

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:12/21/2023
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 ORDER # ***-4298790-7067431 Transaction Date: 11/17/2023 Order Details:1 - Women's fashion cropped bomber jacket Priced:$30.59 Tax: $2.69 TOTAL: $33.28 *** RETURN LABEL TRACKING NUMBER: 1Z4449569000390009 1 - Women's half zip sweathsirt Pricede:$32.29 Tax: $2.84 TOTAL: $35.13 *** RETURN LABEL TRACKING NUMBER: 1Z4449569000388192 I returned these items over a month ago. The tracking number for these items shows them as being delivered back to Amazon, however, I was never issued my refund. I reached out to Amazon about the issue and they stated that they couldn't "investigate" the refund without me sending them extremely private personal information. I tried multiple times with multiple different customer service agents to get this resolved and they haven't refunded me any money and are still requesting my very personal information. I was told that I will not get my refund without sending them said private information. It seems highly suspicious, unnecessary, and I feel like they've stolen my money from me.
Business Response
Date: 12/23/2023
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.

Upon reviewing the complaint details, I see that you are referring to refund for the items returned from order #***-4298790-7067431.
I understand that our concerned 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,

*******
Amazon.com
*****************************
Customer Answer
Date: 12/23/2023

Complaint: 21043089

I am rejecting this response because:
I returned the items. The tracking information shows the items as being delivered back to Amazon. They were received by Amazon nearly a month ago. I am not giving Amazon my highly personal information just to get the refund that I am owed.
Please refund me for these items that I have returned back to your company.

Sincerely,

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

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