Business Profile

Ecommerce

Amazon.com

Headquarters

Complaints

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

Customer Complaints Summary

57,936 total complaints in the last 3 years.
21,695 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:12/20/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have returned 2 items to Amazon. When I check the return status for both items, it says Amazon received this return on ___ and then provides the date. I have contacted Amazon several times asking why I havent received my refunds yet. They told me in order for me to get my refunds back I need to upload a government ID. They have 0 explanation as to why I have to submit this. I refuse to. I returned the items, they received both, and refuse to give me refund.
Business Response
Date: 12/22/2023
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 understand your concern regarding the refund for the order. I'm sorry for the inconvenience caused.

I'm unable to find the order details using the information you have provided. I request you to please help us with the order# and the registered email id on the account so that I can look into it and help you further.

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

We look forward to seeing you again soon.

Regards,

********
Amazon.com
***********************************
Initial Complaint
Date:12/20/2023
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 a set of flannel sheets and they were damaged/flawed. I asked for a replacement set. The representative said they could only issue a return. I needed the sheets for some guest coming that weekend. They said I had until February 1 to return the damaged sheets. They even told me to use the sheets and then send back. I wasn't comfortable with that. So, I spent another $49.99 on the same pair of sheets to get to my house by the weekend. I got the new pair of sheets and called Amazon again to do the return on the damaged sheets. I paid with an Amazon gift card so the return would go on my Amazon account as a gift card. They refused to give me a refund unless I sent a form of government ** to the third party link they sent me. When I questioned it, they said because there was abnormal activity on my account. I asked what abnormal activity and they said they can't tell me unless I send a form of government **. This sounds very suspicious. I said I am not sending you a form of **. It has never been required before and in this case, you sent me a pair of damaged sheets. I spoke to 4 different representatives and they all hung up on me. I then got 2 emails from Amazon saying they received my **, which I never sent them and to call after December 18th and they could tell me what the abnormal activity is. I called on December 20th and this representative said its NOT abnormal activity on MY account and they require the ** because of so many returns GLOBALY, so they are requiring it from everyone. I explained again, that this isn't a return because I didn't want them, it was a return because they sent me a damaged set of sheets and I bought a new set from them to replace. This isn't my fault. They still are refusing to give me a refund unless I send an **. I want my money back in the form I paid for the sheets, which is an Amazon gift card. I shouldn't be out $49.99 because AMAZON sent me a damaged set of sheets.
Business Response
Date: 12/22/2023
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 understand your concern regarding the refund for the order.

I've verified that you were requested to provide the details of the ** proof by our Specialist team. The ** is required to validate your account and verify the ownership. Without it, we are unable to proceed further for your reported order.

I request you to please follow the below link to provide the **:
*******************************************************************;

Rest assured that all details provided are secure. You can review our Privacy Notice by clicking on the below:
******************************************************************************************;

After the ** is provided it would take 3 business days for an update. I request you to please contact us through chat or call post this timeline after uploading the ** for further help.

I apologize for the inconvenience this has caused. Thank you for your understanding.

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

We look forward to seeing you again soon.

Regards,

********
Amazon.com
***********************************
Customer Answer
Date: 12/22/2023

Complaint: 21038025

I am rejecting this response because:
That is the problem. I do not feel comfortable, nor should I have to send a form of ID through a third party link. I have never been asked to show ID for a return. With all the scams and people being hacked, we do not feel comfortable. When you return something in a store, ID is not required if you have a receipt. There is a receipt for this purchase and all purchases from Amazon. They have never required a ID for a return and it is not necessary. There is information on an ID that is not needed for them.
In this situation with Amazon, they sent me a damaged product. I payed $49.99 and they sent me a damage product. There should be no questions asked or ID required. They should not be able to keep my money when they sent me a damaged item. I also used an Amazon Gift Card for this purchase, so all that is needed is to put the $49.99 back on a gift card on my account. They told me I needed to prove who I am. Other companies send you a text with a code, this is what they should be doing. Asking people for their ID is invasive.

Sincerely,

***************************
Initial Complaint
Date:12/20/2023
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 2 items in Order# ***-5485239-8781018, returned them via **** unused, and they arrived at Amazon safely. After not receiving my refund for almost a month, I reached out to Amazon. They admitted that they received the return to their fulfillment center and will not refund me until I upload an ID, without any adequate explanation on why they need an ID. There is no reason that they should be withholding my refund for almost a month now. I do not feel comfortable uploading my ID, especially since I was able to create my account with an ID. It is apparent that this is a common complaint with Amazon that many are unhappy with.Amazon is now in possession of my money and their product. I feel cheated out of my money because I do not have any product in my possession. I need my refund as soon as possible.I was told on 12/19/23 via customer service chat (I have the chat saved as proof) that my return was received and they are submitting a refund of $52.36. Although this is the resolution I prefer, I did not trust that Amazon will actually refund me so I checked on the refund status on 12/20/23. I was then told by another customer service agent that I need to submit an ID and received an email shortly after saying the same. It seems as if I will never be refunded for this simple return.This is very unreasonable and feels arbitrary. Their customer service is very unorganized and confusing. After reading dozens of complaints from customers who have experienced the exact same hardships, I am hoping to get this resolved quickly without any more energy put forth from me since I did everything I needed to do.
Business Response
Date: 12/22/2023
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 understand your concern regarding the refund for the order.

I've verified that you were requested to provide the details of the ** proof by our Specialist team. I can certainly understand why this is distressing. The ** is required to validate your account and verify the ownership. Without it, we would be unable to proceed further for your reported order.

I request you to please follow the below link to provide the **:
*******************************************************************;

Rest assured that all details provided are secure. You can review our Privacy Notice by clicking on the below:
******************************************************************************************;

After the ** is provided it would take 3 business days for an update. I request you to please contact us through chat or call post this timeline after uploading the ** for further help.

I apologize for the inconvenience this has caused. Thank you for your understanding.

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

We look forward to seeing you again soon.

Regards,

********
Amazon.com
***********************************
Initial Complaint
Date:12/20/2023
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I placed an order on 12/12/23 for a desk chair and paid $129.99 (order number 113-4499076-9245020). The item arrived defective - any weight on the armrests causes the chair to tip forward. On 12/20 I attempted to start the return process as the chair is of no use to me in its condition. I reached out to Amazon customer service directly to see what the process is for returning a large item, as it would be difficult to just throw in a box. I was informed that I would not be able to continue through the return process unless I gave them a government-issued identity document, due to abnormal activity on my account. I spoke to 4+ different associates and none of them were able to tell me what the abnormal activity was, or what my identity document would be compared against - uploading such a document isnt required upon registration, so what do they have to look for? To my knowledge this request is not a part of their return/refund policy. Furthermore, I was also informed that I would not, at any point in the future, be able to complete a return/refund unless I upload the ** document. I expressed my discomfort in sending private information to them, especially as I wasnt able to get any insight as to who actually views the document, and there were no attempts to provide clarity or alternative solutions. I do not feel that they have tried to resolve the problem, though they have inappropriately sent me four separate emails requesting for my ** at this point. They also sent me an email that appears to be intended for the supplier of another, completely unrelated item that I ordered yesterday, so clearly there are issues with their customer service team and/or internal systems.
Business Response
Date: 12/22/2023
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 understand your concern regarding the refund for the order.

I've verified that you were requested to provide the details of the ** proof by our Specialist team. The ** is required to validate your account and verify the ownership. Without it, we are unable to proceed further for your reported order.

I request you to please follow the below link to provide the **:
*******************************************************************;

Rest assured that all details provided are secure. You can review our Privacy Notice by clicking on the below:
******************************************************************************************;

After the ** is provided it would take 3 business days for an update. I request you to please contact us through chat or call post this timeline after uploading the ** for further help.

I apologize for the inconvenience this has caused. Thank you for your understanding.

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

We look forward to seeing you again soon.

Regards,

********
Amazon.com
***********************************
Customer Answer
Date: 12/22/2023

Complaint: 21037997

I am rejecting this response because: it does not satisfy the requirements previously described.

Sincerely,

*****************************
Initial Complaint
Date:12/20/2023
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 purchased an item in early November from Amazon. The item was delivered. However, the product was not the item that was advertised. It was totally different. I contacted Amazon and they said that they would refund the item. However, the seller decided not to refund the money until I send my ID to them. They also said after sending my ID they will have to make an investigation before they consider refunding the money. I am not sure why they wanted my ID before I am refunded. I contacted Amazon again to confirm that I had to send an ID I was told by the representative that that request had expired so she called the company again and they approved another refund. This time they said I should send the item back at my expense and they will refund the money which is $62. I paid $14 (which they say they would also refund) to send the item back now they have the item in their position and I still have not received my refund I contacted Amazon today December 20, and theyre telling me again that I have to send my ID to them; upload a copy of my ID to them before they can refund the money. So now they have the money, they have the item I paid the Delivery fee to send it back to them and I still am not eligible to get my money back. **** in mind they never asked me for an ID when I was purchasing the item and given them my money but now they want an ID to give me back my money and they have the item. I need help with this because I feel violated and very helpless. Thank you .
Customer Answer
Date: 12/21/2023
This complaint is under the name of ********************* Host Home (****************************)

thank you

Business Response
Date: 12/22/2023
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 understand your concern regarding the refund for the order.

I've verified that you were requested to provide the details of the ** proof by our Specialist team. The ** is required to validate your account and verify the ownership. Without it, we are unable to proceed further for your reported order.

I request you to please follow the below link to provide the **:
*******************************************************************;

Rest assured that all details provided are secure. You can review our Privacy Notice by clicking on the below:
******************************************************************************************;

After the ** is provided it would take 3 business days for an update. I request you to please contact us through chat or call post this timeline after uploading the ** for further help.

I apologize for the inconvenience this has caused. Thank you for your understanding.

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

We look forward to seeing you again soon.

Regards,

********
Amazon.com
***********************************
Customer Answer
Date: 12/29/2023
Good day
i have sent my ID as requested twice on 12/20 and 12/23. I contacted Amazon today to follow up on my refund. I still have not received it and was told that now I need to send the return receipt even though they see where the seller received the item
One of the representatives I spoke to today told me when I asked the reason for sending the receipt even though they see where the seller received the item December 11, and I am the one who gave them the tracking number. She told me because Im a scammer and hung up
claim still not resolved. Sending receipt to them even though I am a scammer
Customer Answer
Date: 12/31/2023
Good morning. I finally received the refund for the item but not the shipping fee that I paid to send it back.
it is well
Thank you so much for your assistance in getting the refund
Delvie
Initial Complaint
Date:12/20/2023
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Amazon refuses to issue me a refund on a return that they recieved back, All I want is my refund credit or refund..
Business Response
Date: 12/22/2023
Hello,

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

I've reviewed your email and completely understand your disappointment with the return refund. To help you with this, I request you to write back with order ID so that we will be able to check this for
you. I realize asking you to contact us again would be inconvenient. However, Please understand that I would like to resolve this issue at your satisfaction and appreciate your understanding!

Thanks for your patience and understanding in this regard. Please feel free to contact by replying to *********************************************** if we can be of further assistance.
Customer Answer
Date: 12/22/2023

Complaint: 21037922

I am rejecting this response because: Here is my order number ORDER # 113-0058755-9689872

Sincerely,

*****************************
Business Response
Date: 12/29/2023
Hello,

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

Thank you for writing back with the order details, Upon checking, I see that concern team has noticed abnormal activity on your account, Hence verification was required, so that concerned team can help with this order.

I refer you to please check the email sent on Monday, December 18, 2023 at 9:32 PM (PST) and complete the verification, once completed. it will take us 3 business days to determine an outcome.

What happens if I do not submit/verify the ** document?
You may continue shopping on Amazon, but you will no longer be eligible for a refund on the order 113-0058755-9689872. Also, you will not be able to investigate this order issue further.

Thanks for your patience and understanding in this regard. Please feel free to contact by replying to *********************************************** if we can be of further assistance
Initial Complaint
Date:12/20/2023
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.
Dear Amazon Seller Performance Team,I am writing in response to the deactivation of my Amazon selling account associated with ASIN B00005OL44, the Global 8" Chef's Knife. I fully understand and respect Amazon's commitment to maintaining the authenticity of products on its platform and ensuring a reliable shopping experience for customers. 1. Acknowledge the Issue: I acknowledge the concerns raised regarding the authenticity of the mentioned product. As a seller committed to upholding Amazon's policies, I take these matters seriously and am dedicated to resolving this issue promptly.2. Root Cause Analysis: Upon careful review, I have identified potential factors that might have led to the authenticity concerns. These include: Supply Chain Verification: I am in the process of thoroughly reviewing and validating my supply chain, including ensuring the authenticity of the Global 8" Chef's Knife from authorized suppliers.3. Corrective Measures Taken:To rectify the situation and prevent any recurrence, I have implemented the following corrective actions:Documented Authentication: I am providing comprehensive documentation affirming the authenticity of the Global 8" Chef's Knife, including invoices, purchase orders, and supplier details, highlighting the legitimate sourcing of the product.4. Preventive Measures Implemented:Enhanced Quality Control: I have established stringent quality control measures to ensure that all products listed on Amazon adhere to the platform's guidelines and are authentic, reliable, and meet customers' expectations.5. Appeal for Account Reactivation: In light of the corrective actions taken and the commitment to upholding Amazon's stringent policies, I kindly request the reactivation of my seller account. I am dedicated to cooperating fully with Amazon's policies and procedures to maintain the integrity of the platform.Documents Submitted:Comprehensive documentation confirming the authenticity and legitimacy of the Global 8" Chef's Knife.
Business Response
Date: 01/01/2024
Hello,
We have reviewed this Sellers account and require more information to complete our review. We have requested the necessary information from the seller via email on 01/02/2024.
Thanks, Amazon.com Seller Performance
Initial Complaint
Date:12/20/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have made MAJOR issues with Amazon and their lack of customer service, I have lost money having to pay people to go pick up my messages because the Amazon drivers dont deliver my packages to the proper place and packages also get stolen, I was told to file a police report for an item that wasnt even stolen but delivered to the wrong place by amazon drivers, I have spent over $300 having to pay people to go get my packages from mail rooms there arent accessible to me as someone with limited mobility NOW I purchased a wig that I was supposed to have installed for Thanksgiving and couldnt have it done at that time so I went to have it installed from Christmas and the wig is NOT human hair and I am being given the hardest time to exchange this wig. I can clearly tell that my account with ********************** is flagged or something and I have no idea why when Amazon is the one that doesnt follow instructions, I would like to have this wig replaced as it isnt my fault I was sent a synethic wig. ALSO I think its really rude that your agents tell people that, I spoke with supervisor ****** that told me to reach out to the carrier for a refund, why are your agents telling people to commit fraud, this is CRAZY.
Business Response
Date: 12/22/2023
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 the inconvenience caused regarding the delivery issues. I'll share the feedback with our team to get this checked for necessary action.

The e-mail address you have provided to us with isn't associated with an account/doesn't have an order matching what you described. For your account's protection, we're only able to take action when we can confirm the request is coming from the account holder through the registered email address on the account. Considering that, we would need you please help us with the registered email id for further help.

If you're not sure what e-mail address your account is under, please contact us via phone:

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

Note: Legal and privacy concerns limit the information we can release and to whom it can be released.

Looking forward for the details.

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

We look forward to seeing you again soon.

Regards,

********
Amazon.com
***********************************
Initial Complaint
Date:12/20/2023
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.
Amazon is requiring me to upload my ID into their system in order for them to even consider my refund. The items was sent back to them on 12/4 and I was told that it will be processed within ************************************************* which I am not comfortable to upload on their website just for a refund because they want to make it harder to get a refund on something I have returned in the original package
Business Response
Date: 12/22/2023
Hello ********,

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

I'm sorry to hear about the trouble you've had with your order.

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

Could you please write back to us with the order ID so that I can investigate this further for you?

Please feel free to contact us directly by replying to *********************************************** if we can be of further assistance.
Best regards,
Priyanka
Amazon.com

Customer Answer
Date: 12/22/2023
Hello,
To help with the case I just wanted to include the order # 111-0394900-7896215 . Also I wanted to note that the whole thing with the return I feel like they are making things up now. They are stating that they received a different item but wont send pictures to me or send the package back to see what they are talking about. They keep saying to send the speaker back I don't understand what is going on. First they told me to "rest assured" and after the *************************************************************************************************************** and now the whole thing with the other item. At this point I feel like the package got lost somewhere or they mixed something on their end. I don't even know what to think any longer but they are refusing to refund me or send the item back to see what the issue is. Also they said I think that the old item has been discharged so now there is no evidence of what they are claiming. This is crazy
Business Response
Date: 12/23/2023
Hello ********,

I'm Priyanka 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 hope this email finds you well. Thank you for writing back to us with Order ID: *******************.

Upon reviewing the order, we see that the charge was disputed with your bank, and that a full refund has been issued on Friday, December 22, 2023 at 10:11 AM (PST).

Refund Details:
Items
1 x NEW Bose Smart Ultra Soundbar With Dolby Atmos Plus ****** Wireless ********* AI Surround Sound System for TV, Black
Amount(s)
Principal: $799.00
Tax: $68.71
Total:$867.71.

You should see the amount reflected in your credit card statement within 3-5 business days of that date, as this depends on the processing speed of your bank.

I hope this helps. We look forward to hearing from you again.

Best regards,
********
Amazon.com
Customer Answer
Date: 01/02/2024
Hello,

Thank you for helping me with this issue. I have received a refund from my credit card company and Amazon has confirmed that they will have that processed
Customer Answer
Date: 01/10/2024
Hello,
I would like to re-open this complaint. Amazon is now going back to my credit card company and coming up with another story that I should of canceled the order?!?!?! The issue is not me placing the order, the issue is them not refunding me because they lost the item I return and now wanting to pass that to me. This is crazy
Business Response
Date: 02/14/2024
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 received your email about order 111-0394900-7896215. We have researched this matter and confirmed that the dispute in question has been resolved in your favor.

Please contact your card issuer for more information about reimbursement for this purchase. In the future, file an A-to-z Guarantee claim to resolve any issues related to Amazon store purchases before contacting your card issuer. For more information, go to the "A-to-z Guarantee" section of our Help pages: (www.amazon.com/gp/help/customer/display.html/ref=*************/?nodeId=201889250)

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

*****
Customer Answer
Date: 02/14/2024

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,

***************************
Customer Answer
Date: 02/14/2024
Hello,
This complaint has been resolved. Thank you for your help. You can close the complaint
Initial Complaint
Date:12/20/2023
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.
On October 27, 2022 I purchased an HP Laptop, Asurion (24 month) Warranty from Amazon.com This year the laptop failed and I contacted HP for service. HP has advised me that the laptop cannot be repaired and is a total loss. The total cost to me was $1107.58 and unfortunately Amazon and Asurion has lost all of my purchase information and will not acknowledge the purchase. I have printed all online receipts and e-mail them and they will and have not responded. **************** over the phone had no solution to the problem!
Business Response
Date: 12/22/2023
Hello,

I'm Prashanth 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 the inconvenience you've experienced with regards to HP laptop and Assurion warranty.

To proceed further, kindly add the payment method used to place the order in your account, so that we can review and help you further.

Thank you for your patience and understanding in this regard.

Please feel free to contact us directly by replying to *********************************************** if we can be of further assistance.
Regards,
*********
Customer Answer
Date: 12/29/2023

Complaint: 21037691

I am rejecting this response because:
Amazon has on file the same information with the payment method which was paid via a Chase ************ Credit card ending in ******************* the .pdf receipts attached. Furthermore Amazon and ************************ refuses to acknowledge the purchase as they have lost the information regarding many of my purchases made online via Amazon ***. If they were to investigate my account this could be corrected and resolved, however they have not made an effort to correct their errors. If this is not resolved soon, I will move this forward with my documented complaint to the Washington State Attorney General **************************** for investigation. I have hoped to avoid further escalation to correct and cover the product and warranty that I paid for in full, on October 25, 2022. Amazon.com order number: 111-1130313-0846607.

Sincerely,

***************************
Business Response
Date: 01/09/2024
Hello,

I'm Prashanth 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 the inconvenience you've experienced with regards to Order ID: ******************* and 111-7743885-8133835.

I've worked with concerned team regarding your order and based on the inputs received, we see the account through which the order is placed was closed as per your request on 1/4/2023, as a result our team were unable to locate the order.

Once the account is closed, we won't be having access to the order details. You can visit the below link for more information on what happens when a account is closed

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

It is best, we request you to pursue this matter further with Asurion to claim the extended warranty.

Thank you for your patience and understanding in this regard.

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

Regards,

*********
Customer Answer
Date: 01/10/2024

Complaint: 21037691

I am rejecting this response because: On January 4 2023, the amazon account that I held was put on pause and not closed. Furthermore, the account with ********************** is currently active. It is still accessible and the information that was stored on Amazons servers was lost by Amazon. The extended warranty that was purchased through Amazon on their website. When my account was paused ********************** lost all information regarding the purchase and therefore triggered a deletion in which Asurion denies a warranty was purchased. Amazon's has been provided a .pdf receipt of the purchase as attached. Other receipts of purchases are also lost and unavailable on their site. The account with ********************** is currently active.

Sincerely,

***************************
Business Response
Date: 01/18/2024
Hello,

I'm Prashanth from Amazon.com.

After careful review, our team has provided an input on account closure. At this moment, we are unable to take action on the order or provide an additional insight on it.

It is best, we request you to pursue this matter further with Asurion.

Thank you for your patience and understanding in this regard.

Regards,

*********
Customer Answer
Date: 01/21/2024

Complaint: 21037691

I am rejecting this response because: Amazon customer service refuses to take action to resolve this complaint and have deleted files of my customer records and the account as of today was un-paused and is still active. Amazon sold the ** Laptop Computer and the Asurion contracted extended warranty from their website. Amazon and Asurion failed to stand behind the products they sold to me and possibly other customers. The documentation provided and their response of the sale obviously and legally proves that they acknowledge their negligence in this matter. I am requesting some of the information in this complaint to remain public and on file. I will move my complaint forward through legal channels to resolve this complaint.

Sincerely,

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

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