Business Profile

Ecommerce

Amazon.com

Headquarters

Complaints

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

Customer Complaints Summary

58,230 total complaints in the last 3 years.
21,815 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:Order Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased a product Acqua Di Parma ORDER # ***-8997000-4465830 and it was leaking. The total was $32.25. I am asking for a full refund. I contacted Amazon and they said they needed my ID to be scanned and sent to them before they could consider a refund. I believe it is not necessary to send my private information to Amazon to receive a full refund. Please help with this issue and ask Amazon not to ask for my private information.
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 order 113-8997000-4465830.

After careful review, we see the information communicated by our team is correct. For certain orders, our specialist team requires a government issued identity proof to investigate the order in question. Please be 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":
************************************************************************************

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.

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,
*********
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 received a gift from a relative at a baby shower. A record of the purchase is included, 114-6183732-7236204 Purchase. I wanted to return the gift. I worked with Amazon to do a gift return. The order number for the gift return is 114-6183732-7236204. The item being returned was VTech Upgraded Smart WiFi Baby Monitor VM901, 5-inch 720p Display, ****p Camera, HD NightVision, Fully Remote Pan Tilt Zoom, 2-Way Talk, Free Smart Phone App, Works with iOS, Android. I worked with Amazon and received the email for the gift return including QR code on 11/26/2023. A record of that is included, 114-6183732-7236204 Refund. That email shows that $139.78 will be refunded to Amazon account balance. As it was a gift I selected the option to have a gift card balance applied to my account for the return. The item was given to *** to return on 11/27/2023. The *** tracking number is 1Z67561Y9028288749. *** delivered the package 12/01/2023. Amazon acknowledged receipt on their website effective 12/01/2023. Initially Amazon said I would be refunded 12/17. Then Amazon changed that date to 12/20. And, now Amazon says 12/25. I reached out to Amazon via chat and was told there was a glitch/error made in processing the return/refund. Now I am being told 5-7 business days which could put the refund into January. That means most if not a full month... I would like Amazon to complete the transaction that was started and apply the refund to my account. $139.78 is not nothing and I had hoped to use it for Christmas presents but because of Amazon sliding the refund date, guessing that is not an option. I want Amazon to make this right as they have been essentially holding the refund hostage and changing the refund date with no explanation or attempt to communicate with me the customer.
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've reviewed your complaint and completely understand your disappointment with regards to return on refund for order 114-6183732-7236204.

It's important for us to understand how situations such as this directly impacts our customers, and we're grateful for the time you took to share these details.

Upon checking the order I see that the return hasn't processed yet. Usually once the carrier receives your return package, it can take awhile to arrive at our *************** In most situations, returns are processed by Amazon in 30 days. In some situations, it may take longer.

This additional time allows our ************** to find and process the item.

Although the return has been marked as delivered, the ************** has to complete the return processing before the refund is initiated.

As soon as your return is processed, we request a refund to gift card and send you an email confirmation.

Fore more information refer to our Refunds page for more information:

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

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: 12/22/2023

Complaint: 21035704

I am rejecting this response because:
I am not sure if you actually read the details of my complaint or perhaps you are directed to respond in a generic manner. Based on your response, Amazon.com is intentionally providing misleading information, falsely advertising when a customer can expect a refund?
As mentioned previous Amazon.com posted that my refund would be processed and given to me 12/17/23. ***n Amazon.com changed the date to 12/20/23. ***n again, to 12/25/23. Record of the 12/20/23 and 12/25/23 dates were attached to my initial complaint. I understand Amazon can take up to 30 days or longer as you stated. I did see that online. However, why did Amazon.com offer these dates if Amazon.com knew they could not honor the dates they advertised?
In addition to that, you ignored responding to my mention of corresponding with an Amazon.com rep. *** there a glitch/error that has resulted in Amazon.com shifting the date 3 times as of today, 12/22/2023, as the rep told me? This was actually the 3rd rep I chatted with. I am happy to provide screenshots if you would like.
Can you see notes on my account showing records of any of my 3 chats with 3 different representatives?
I did take screenshots of the conversation with the last rep as the first two failed to follow through with helping me as a customer. I initially chatted on 12/17/2023 when Amazon.com changed the date the first time. ***n again on 12/19/2023 when the date was changed to the 25th. Finally on 12/20/2023, trying to confirm that either of the first two people I chatted with actually did anything, making the notes they said they would/did. Each time talking to a rep, I was told that they had made corrections in the system to ensure my refund would be processed. I was told I would get an email confirmation 24 hours after chatting. I did not get a single email resulting from chats with any of the 3 reps. *** first two reps told me ***** hours to finalize processing of the refund. That did not happen either. *** third rep told me that they could not see any notes from the first two.
*** last rep told me that it would take 5-7 business days (from 12/20/2023) to finally process my refund. What dates in December are considered business days?
Amazon.com still says I will get my refund on 12/25/2023. Will that actually happen or is Amazon.com still falsely advertising when I will get my refund misleading me as a customer with a date you are saying ******************** may not be able to honor?

Sincerely,

*********************************
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 was charged $25.67 through Amazon on 12/19/2023 for a purchase that I did not make on a card associated with my account.I called customer service in regards to this transaction after seeing my bank statement on 12/20/2023 and was advised that the customer service department could see the transaction but it was made with another members account so they could not tell me who the transaction was associated with because it was not my account. I notified them that someone was utilizing my card and they should be able to refund me because it is not my account. I was told by **************** that I would have to notify the person utilizing my card to request a refund which is impossible because I wouldnt be calling if I knew who or what account utilized my card.On 12/20/2023 I contacted the corporate office and was told that the only option I have is to call the **************** which cannot help me because its not my account that utilized my card, or send mail to their Corporate PO Box and wait for a response and despute. Which means my account remains charged and nobody will tell me who has my card through their site
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 charge for $25.67.

While I tried researching the issue, I was not able to locate any information on this issue. We need more information on the emails and communication shared so we can engage the correct team on this issue. Please share the charge id pertaining to the issue for research.

We request you to write us back with the charge ID, so that we can investigate on this further.

Amazon descriptors will now also include a unique nine-digit Charge ID, which is linked to the charge for your order, or subscription.

For more information about identifying unknown charges on your statement, visit:

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

Please feel free to contact us directly by replying to *********************************************** if we can be of further assistance.
Regards,
*********
Customer Answer
Date: 12/22/2023

Complaint: 21035676

I am rejecting this response because:

The issue was not resolved and I still have no answer to who utilized my debit card. In response to your requested information I did not send any email traffic to Amazon in regards to this complaint. I only spoke to 2 representatives within your customer ****************** one was the call center Employee and the other one was her boss because I was getting frustrated that they could see my card was charged, but could not tell me who utilized my card because the account that utilized my card was not associated to me. Then I also called the corporate office and spoke to the receptionist who informed me she is not authorized to direct me to anyone in your corporate office and my ************ for dispute and resolution was to either type and send correspondence to the corporate PO Box or call the **************** line who wouldnt help me in the first place.
For the second part of your question it is not on my Amazon bill account because I am not the one who made the purchase. I am finding it hard to believe that a call center employee could find this charge and see the information about it, but someone who is supposed to be handling this issue and resolution cannot. With it not being on my purchase history or any of that where do I find the transaction ID? Because it is only showing on my bank statement which due to having personally identifiable information I cannot put on here. If you tell me what number to give you from my bank statement I will gladly send that to you, but I truly dont see how an employee above the call center cannot see the same information.
Sincerely,

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

I'm Prashanth from Amazon.com.

Without charge ID, we are unable to take action or locate the order. You can contact your card provider for the charge ID. It shall be unique nine-digit Charge ID tied with your charge.

Once we've the charge ID, we shall be able to trace the details and help you further.

Thank you for your patience and understanding in this regard.

Regards,

*********
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.
On December 4th 2023, (ORDER # ***-9910238-5123413) I ordered a **** card through Amazon.com. The card arrived and all of the money on the card had already been used. I immediately contacted amazon (within 24 hrs of its arrival) and was promised a refund. I'll admit, I was impressed with the supposed quick resolution to my problem. Fast forward, and now on 20 December I have contacted Amazon for the 6th time and still not received the refund I am promised every one of the 6 times I have called or chat with customer service. Times 5 and 6 were with supervisors. I've received emails several times promising that my refund was processed, including on 6 December.I'm tired of being lied to and I'm tired of wasting my time. I've called 6 times and every time I spend 40 mins dealing with tech support. Today I talked to *** who was very nice but did not solve my problem and I am now expecting another call or email from someone in support. This is absurd. I spend a lot of money on Amazon and you've wasted 4 hours of my life by selling me a product that was already stolen by someone. This is by far the worst experience I have had with Amazon.
Business Response
Date: 12/27/2023
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 order 111-9910238-5123413.

I've worked with concerned team for possible options. As per the update received, we are unable to issue refund in original payment mode, however as an alternative we can issue a gift card for $206.95 on your account, so that you can use the same with your next orders on Amazon.

Kindly, respond to this email with your consent, so that we can get this processed for you.

Thank you for your patience and understanding in this regard.

Regards,

*********
Customer Answer
Date: 12/27/2023

Complaint: 21035633

I am rejecting this response because:

Im not very happy with that conclusion. *** waited weeks and wasted many hours on this now and you still failed to do anything but steal my money. And you havent accounted for the time Ive wasted. If youre going to only give me store credit you need to make it $257.
You sold me a product I couldnt use, that caused several problems that I had to resolve. Now youve tied up $207 dollars of my money for over a month. Then I wasted time contacting you over 5 times. And now Ive had to file a formal complaint and waste several DAYS arguing with you about it again. You promised 5 times to refund my money and out right lied to me! This has been a terrible experience with your company. I spend thousands of dollars a year with Amazon and dont expect to be exploited like this by your company.

Sincerely,

*******************
Initial Complaint
Date:12/20/2023
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I got a rebate Amazon gift card from ******* for a rebate award that ******* sent me worth 200$ and I added it to my Amazon account and they closed my account right away and locked my gift card wont let me touch my money or take my card back
Customer Answer
Date: 12/21/2023
This is the proof that the gift card was mine I tried to send them they didn't accept that and then they unlocked my account I'll send you the email of them unlocking it but then they locked it again
Business Response
Date: 01/12/2024
Hello,
Amazon reserves the right to refuse service, terminate accounts, terminate customer rights to use *******************************************, remove or edit content, or cancel orders at its sole discretion.
We removed this customers access to their buyer account on our site. We took this action because an investigation of their account indicated that the customers buyer account violated our terms and conditions.
Due to the proprietary nature of our business, we do not provide details on our investigation methods.
We notified the customer of this decision by email on 12/20/2023.
Sincerely,
Shiv
Amazon.com
Customer Answer
Date: 01/12/2024

Complaint: 21035549

I am rejecting this response because:
I dont even have no other account with ********************** I have one account and its just This one and theyre trying to tell me that I have multiple accounts no I dont they just wanted to take my gift card and they took it from me thats what this is all about
Sincerely,

*******************
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 am a Prime customer with **********************. This past year, I have found Amazon to be untrustworthy with their Prime delivery services. *** had too many orders this year where I have ordered an item through Prime, in hopes of receiving the item in the allotted time, only to have it result in either the item being randomly cancelled (not authorized by me), being delayed days in shipment after being informed its out for delivery or being stuck in fulfillment, resulting in me waiting weeks for my item. I recently spent $150 on a monitor with Prime, set to be delivered December 18, but now have been updated with a delay in shipment for December 28th. I reached out to customer service to which their only response was that they could give me a $5-$20 credit on the item although I asked for a refund, PER THEIR OWN POLICY. Extremely disappointed and frustrated.
Business Response
Date: 12/25/2023
Hello Victoria,

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

We are sorry to hear about Order delivery experience.

I'd love to assist on this, however, I wasn't able to find the order you asked about on your message. For your account's protection, we're only able to provide account and order information when we can confirm the request is coming from the account holder through the email address on the account. We'd request you to please help us with the order number related to your purchase.

If you still need help, please contact us again by visiting our Help pages (**********************************), select the "Need More Help?" link and click on "Contact Us." Be sure to contact us from the email address on the account used to place the order.

We look forward to seeing you again soon.

Regards,
*****
*****************************
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.
12 days ago, I just want buy a Apple gift card, then my account was immediately be hold. But I still have over $100 in the gift card balance, so I try to follow email says to unlock.First, I upload all the files three times! Why three times? Because everytime they just send back a similar email ask me to upload all the same files again, then, they just email me need to close my account !!! So, I called your customer service three times, Why three times again? Because everytime there is a some Indian guys says I need to wait 48 hours, will have another team email me back, so I wait and call and wait again, but no one emails me back!Just play me like a fool, I NEED MY MONEY BACK !!Here is my account email and phone number: ********************* ************** ; Thank you Lianyi **
Business Response
Date: 01/26/2024
Hello,
Amazon reserves the right to refuse service, terminate accounts, terminate customer rights to use *******************************************, remove or edit content, or cancel orders at its sole discretion.
We removed this customers access to their buyer account on our site. We took this action because an investigation of their account indicated that the customers buyer account violated our terms and conditions.
We have denied the customers request for a refund.
Consistent with Amazons Conditions of Use, Gift Cards that have been obtained, used, or applied to an Amazon.com account in violation of our terms and conditions may be voided by Amazon. Amazon further reserves the right to suspend or terminate the ability to use Amazon services, cancel or limit orders, and to bill alternative forms of payment if we determine that a Gift Card was obtained, used, or applied to an Amazon.com account in violation of our terms and conditions.
Due to the proprietary nature of our business, we do not provide details on our investigation methods.
We notified the customer of this decision by email on 01/26/2024.
Sincerely,
***
Amazon.com
Customer Answer
Date: 01/26/2024

Complaint: 21035364

I am rejecting this response because:
I already send the file your asked, the card billing statement, the photo of card and my ID. And wait 7 days, what reason do you have to believe that I have violated the agreement? Moreover, the money in the gift card is from my returns, not from illegal income. What right do you have to say it is invalid?

Lianyi **
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.
I placed an order for snacks and drinks on December 17. I spent approximately $164 for everything. Some of my order had shipped. Come today, Amazon emailed me asking me to update my payment and pay again, which I refused. This has happened several times with Amazon. Which is why I was smart enough to remove my card from the account. They keep trying to charge me over and over, and wont ship my items which Ive already paid for. Also, they never reflect for the items that I requested cancellation for. This company has tried to scam me before. Ive already paid for my stuff.
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 completely understand your concern about the payment issue on your recent order. I see we weren't able to process your order due to payment issue. In such cases, you need to update the payment method again. I also want to confirm that we will not charge anything extra from our end. If in case, there is any additional charge or authorization from our end, you will definitely receive a refund as soon as the complete order is processed.

I see the items were already canceled. You can place a new order if you still want those items.
Thanks for your understanding.
Initial Complaint
Date:12/20/2023
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
1. Company Information PLT group Amazon Seller ID: **************** 2. Unresolved suspension of our Amazon seller account.Lack of adequate response and transparency from Amazon after submission of comprehensive evidence proving our compliance with their policies.3. Our account was suspended on December 8 2023, due to allegations related to ASIN B001O4FYXY. We submitted a detailed appeal including invoices, supplier contact details, and an explanation of our supply chain.As of December 20, 2023, our account remains suspended with no clear communication or rationale provided by Amazon.4. The suspension has led to significant financial losses, inventory stagnation, our company is unable to compensate our employees.Our business reputation has been negatively impacted among customers and partners. We are considering suing Amazon for damages caused to our business.5. A fair and prompt review of our case by Amazon, considering the evidence provided, and reinstatement of our seller account.Detailed feedback or specific reasons for the continued suspension if any additional compliance is required.This complaint is filed after multiple attempts to resolve this matter directly with Amazon. We believe Amazon's actions in handling our account suspension lack transparency and fairness, which is detrimental to our business. We seek the BBB's assistance in mediating this issue and arriving at a just resolution.
Business Response
Date: 12/22/2023
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,
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.
A pair of slippers was ordered from Gilt.com and it mistakenly returned to Amazon, instead of a JBL Flip 6 speaker which I had ordered from them. I noticed this error a few hours after pick-up. Unfortunately, *** will not stop the return on my request, as I am not the creator of the shipping label so, I was directed to reach out to Amazon. I reached out, and a support agent assured me that he had created a ticket and that once my wrongly returned item got to the returns center, it would be sent back to me. I reached out to a second agent, who gave me the same assurances. Upon indication of receipt of the item by Amazon, I reached out to Amazon via chat and was informed that Amazon does not send back wrongly returned items or offer any compensation for them, they instead discard them. This is an item that they were notified of before it arrived at their returns center. Yesterday, I called the contact center and was informed that my package had been scanned and dropped in the return pile, and is now lost. Amazon knew to expect this item, they were informed before it got to the return center and I had followed up countless times before and after the item was received. This is a deliberate attempt by Amazon's specialist to steal from me. The item in question is a pair of designer slippers from Gilt.com, and it is worth over $700. I would like Amazon to investigate the specialist who scanned my item and retrieve it for me. I am aware of Amazon's policy on wrongly returned items, but this was an honest mistake and they had been duly informed long before the item was received. Further, Amazon website says If you accidentally sent the wrong item to Amazon, contact **************** as soon as possible and I complied with this. There is no way that this qualifies as fair treatment. order ID #*******************
Business Response
Date: 12/21/2023
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 issue related to item returned mistakenly.

I'm sorry that the incorrect information provided to you by our agents regarding returning of item.

As the chat mentioned the item which are returned incorrectly can be returned and we don't have any option to work on it.

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

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

Customer Answer
Date: 12/22/2023

Complaint: 21035229

I am rejecting this response because the information page for returns clearly says report a wrong return to Amazon customer care department as soon as possible and I not only complied but remained in communication with Amazon until the item was received. 3 out of 6 agents assured me that my package would be returned to me. The story only changed after Amazon received the package. It is incorrect to say "we don't have any options to work on the package" as I could've simply generated a shipping label for Amazon.
This idea that my package has now mysteriously gone missing upon receipt by Amazon is unacceptable as Amazon was fully aware that the package in transit to them was the incorrect one and a ticket had been opened for me in respect of that item. They knew to expect it. This treatment meted out by Amazon is completely unfair. I'm now made to lose almost $500 because of a policy which I had done my best to comply with. I do not agree with this response and maintain that Amazon should locate my item and have it returned to me.

Sincerely,

Nenjom Asuk

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