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

58,345 total complaints in the last 3 years.
21,814 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:12/19/2023
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.
Ordered Dolphin Quantum Robotic pool cleaner from Amazon on September 28, 2023. Received package on September 30 but a different item was received, it was Dolphin Cayman Robotic pool cleaner which is not item that was ordered. Immediately initiated return because item received did not match item description as ordered. Dropped off item at *** store on October 2nd and Amazon received item on October 4th. Amazon refuses to issue a refund stating I returned a different item than what was shipped. I have explained to Amazon customer service that I returned the same item shipped to me because it did not match item description. Amazon did send this to buyer/returns department which I sent documentation showing item was returned. They denied claim saying I shipped different item back to them than what was shipped to me. I have called customer service multiple times asking to escalate this to someone that can help but they hang up on me now. I have paid for robotic pool cleaner that was returned to them and they acknowledge receiving item but refuse to issue refund. I would like to resolve this matter by receiving refund for $1224.68.
Business Response
Date: 12/21/2023
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've reviewed the complaint and understand your concern regarding the refund for returned item from Order #***-4218331-1368201.

Upon reviewing I see that our specialist team has done an investigation on this return for item "Dolphin Quantum Robotic Pool Cleaner (2023 Model) - Oversized Ultra-Fine and Standard Filter **** ****** Timer, Anti-Tangle Swivel, & Waterline Cleaning for In-Ground Swimming Pools up to 50ft" and after their research they stated that they received an incorrect item at the return facility and whenever this happens they will destroy the wrong item which was returned for a refund.

In this case, we won't have an option from our end as this is totally decided by our specialist team and they will have the last say regarding the refund.

We won't be able to provide any further information apart from this.

I hope this helps. Have a great rest of the day!
Regards,
****************
Customer Answer
Date: 12/28/2023
This complaint has not been resolved. Item was returned to Amazon following return policy but no refund has been issued. I will continue to pursue this case.
Thank you,
*********************
Initial Complaint
Date:12/19/2023
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Hello on 12/9/23 I ordered a bike on Amazon. The bike was discounted at that time from $499 to $299. It gave an expected delivery date of 12/14. On 12/18 I noticed the package was not moving although marked as shipped. I chatted with Amazon who told me due to a processing error it was stuck at one of their centers and if released it would not arrive by 12/25. The associate told me to look into other items if I wanted my childs gift by Christmas. I was then transferred over 9 times. I asked for compensation of the 90 minutes I was dealing with them and ruining my Christmas. They only offered me a $50 credit. When I spoke to a manager, I told them I should be compensated because the error was on them and was told so by the associate. I was told that was misinformation. I then asked for a refund, which they told me would take up to 5 business days. I believe that this was a bait and switch, as this item is never discounted that much and when I purchased it, it got indefinitely delayed, and was told to find something else. They were dismissive, uncaring, and could not be more cold toward the dilemma THEY CAUSED. I am a prime member and they treated me very poorly. The item is now back at $499. I bought a similar item at ******* for $550. I would like them to have to pay the difference of what I paid them, and any punitive damage the BBB thinks would be fair. They are a large, one of the largest corporations and I dont believe they care how much their negligence causes hard working families like mine. Thank you
Business Response
Date: 12/21/2023
Hello,

I'm Vishal 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.

Im sorry to learn about the problem with your recent order with us. It is certainly not what we expect our customers to go through.

I have reviewed the complaint and account but, could not find any details related to the order.

I request you to include the order number in your response to this email.

We appreciate your patience and understanding.

Regards,

Vishal
Amazon.com
*****************************
Customer Answer
Date: 12/28/2023
Good afternoon,
I provided the order number to the Amazon employee as a reply to his email. I was also going to submit an attached word document explaining in detail my complaint. I would do this tomorrow, as my work schedule and the holidays, did not allow me the chance to do so. Also, I was never given a time frame to reply. I would think I would get a warning email with a time frame before my complaint is closed.
This complaint has not been resolved. Can you please reopen the complaint with a time frame to respond with a detailed explanation? Or can you please advise how I can open a new complaint for this company?
Thank you,
*************************

Customer Answer
Date: 12/29/2023
Please see the attached document for further details from my complaint
Thank you,
*************************

Business Response
Date: 01/05/2024
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 an order placed on our website.

Upon reviewing I could see that a refund has already been processed for the order along with a credit of $50 which is the maximum that can be provided here for the order.

Here we are unable to proceed with any further concession on the order.

Requesting you to understand our limitations.

I hope this helps! Have a great week ahead!

Regards,

Vishal
Amazon.com
*****************************
Customer Answer
Date: 01/09/2024

Complaint: 21030224

I am rejecting this response because Amazon admitting to making this mistake, which costs me over $200 to fix and that doesnt even address the issue that my daughter did not get her Christmas present in Christmas

Sincerely,

*******************************
Initial Complaint
Date:12/19/2023
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.
Order# ***-5525087-8900256 Men's ************************* ******************* Replica Jersey XL I returned both jerseys and only received a refund for one. I am still waiting on my refund for the other jersey size XL $140.71 Order #***-0595452-1846616 Bormioli ******************* Seal Pitcher With Lid and Spout [68 Ounce] for Homemade ************ Tea or for Glass Milk Bottles, Clear I received two of these glass pitchers shattered and told me not worry to ship back broken glass but I still have not gotten my refund. $58 They are sending me emails saying I need to provide my ID for verification to receive a refund. I am not handing out my personal information to get my money back for something I already sent back and something I received broken and a safety hazard.
Business Response
Date: 12/21/2023
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've reviewed the complaint and understand your concern regarding the refund for returned items from your Orders .

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

I would like to inform you that our specialist team needs to verify your identity before we can consider your request for a refund or replacement.

Because we noticed abnormal activity on your account, we are undertaking an investigation of your account. The first part of this investigation involves need your ID before we can proceed with your request for a refund. 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. Please be assured we have policies and security measures in place to ensure that your personal information remains secure.

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. You can contact our team through your Amazon profile. To do so, go to "Amazon Customer Service":

**********************************************;

Thank you for your understanding. Have a great rest of the day!
Regards,
****************
Initial Complaint
Date:12/19/2023
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.
Hello, I am filing a complaint against Amazon, because my account was erroneously suspended. Amazon suspended my account on suspicion that I repeatedly violated their customer review abuse policy. However, this suspicion is false. I did not repeatedly violate this policy. Back in March, I removed all product inserts which helped generate reviews. I no longer include these inserts, at all. Any inserts discovered now, in October/November, are residual, from old inventory that was stuck at FBA. I did NOT begin using inserts again. In fact, I removed all inventory shipped to FBA prior to March, and removed the overwhelming majority of my goods, in an effort to guarantee that there can be no future reoccurrences. I am a longtime seller, selling on the Amazon platform for 10 years. My business employs 10 employees and supports 10 families. My gross sales in the US and CA are approximately 35 million annually! Over the last 10 years, I have taken great care in ensuring that I do not violate Amazons policies. I am always a compliant seller. Amazon should kindly reactivate my account, as I did not repeatedly violate Amazons policies. Thank you.*******************
Business Response
Date: 12/21/2023
Greetings from Amazon,

At this time, I was unable to locate any seller accounts using the email address from which you have written, ****************************** For security reasons please know that 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 ensure that all future contacts are sent from the email address used to register the seller account.
Customer Answer
Date: 12/21/2023
The email address is **********************.
Please send this to Amazon
Business Response
Date: 12/27/2023
Hello,
Thank you for bringing this matter to our attention. We have reviewed the Seller ID: *********** and noted that account is not eligible for reinsatatetemnt.
We have noted repetitive product review abuse from account which resulted in permanent closure of account selling privileges.
Thanks,
Initial Complaint
Date:12/19/2023
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.
Request for BBB Enforcement to Secure Full Refund from Amazon I am writing to bring to your attention a concerning matter regarding my recent orders with Amazon. I placed a return for a wall mount (part of order number 112-1595372-0326603) costing $75.76, an Iris 4 Piece Drawer (order number 112-4617220-7511439) costing $59.80, and a Wolf Vibrating Face Brush (order 112-0961428-2944240) costing $48.70. Upon reaching out to Amazon associates twice, I was informed that a refund could only be processed if I submitted my ID, a requirement not communicated during the order placement or at their Whole Foods return location. I requested that they returned the items back to me if they would not refund me but they refused and stated that they will keep both my money and the returned items. Additionally, a Salt Pepper Grinder costing $94.95 in order number 112-1595372-0326603 is missing, and despite contacting Amazon associates twice, I was again instructed to provide my ID for a refund, a requirement undisclosed during the order process or return drop-off at Whole Foods. This lack of transparency has left me feeling ambushed and deceived, and I am hesitant to share my ID for privacy concerns.I kindly request your office's intervention to ensure justice is served in this matter. I seek your assistance in compelling Amazon to issue a full refund promptly, as their actions appear to be an attempt to withhold my hard-earned money. Your support in rectifying this situation is greatly appreciated.Thank you for your attention to this issue.
Business Response
Date: 12/21/2023
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've reviewed the complaint and understand your concern regarding the refund for returned item from Order .

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

I would like to inform you that our specialist team needs to verify your identity before we can consider your request for a refund or replacement.

Because we noticed abnormal activity on your account, we are undertaking an investigation of your account. The first part of this investigation involves need your ID before we can proceed with your request for a refund. 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. Please be assured we have policies and security measures in place to ensure that your personal information remains secure.

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. You can contact our team through your Amazon profile. To do so, go to "Amazon Customer Service":

**********************************************;

Thank you for your understanding. Have a great rest of the day!
Regards,
****************
Customer Answer
Date: 12/22/2023

Complaint: 21029978

I am rejecting this response because:
I vehemently reject this response and demand an immediate refund by Amazon. My name is *******************************, and my current address, evident in all orders placed between November and today, is ******************, ****************************************************************************. Despite spending nearly $4000 on orders during this period, I refuse to disclose further personal information, invoking privacy laws that Amazon blatantly disregards.

Being a Prime subscriber for over two years, Amazon, despite suspecting alleged abnormal activity, continued to accept my subscription fees. The baseless claim of suspicious activity after such a prolonged Prime membership period suggests a ploy to unjustly extract my hard-earned money.

Amazon's purported concern about abnormal activity is contradicted by their acceptance and fulfillment of orders through the disputed account. This exposes their true intent not fraud prevention but intimidation and financial exploitation.

Amazon's unjust actions include withholding refunds for returned items and refusing to return the items themselves, leaving me at a loss of both money and goods. Their failure to inform me about the ** requirement for refunds until after I contacted them is deceptive and violates fair business practices.

In conclusion, Amazon's actions indicate a blatant disregard for privacy laws, an intention to intimidate, and a strategy to extract personal information for their benefit. Amazon must promptly refund my money, adhering to principles of fairness in business practices.

Sincerely,
*******************************, Esq.
Initial Complaint
Date:12/19/2023
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 metaquest 2 VR headsets from Amazon on November 23, 2023. I received 1 and was told by *****, a supervisor, that I needed a police report for the other one that was not received. I called and spoke to Amazon on 4 different occasions and was told that they had to verify the legitimacy of the police reprt. Yet they have not told me where to send it. My mother gave them her email to use to expedite the police report. ***** said that he would send her a link, but he never did. We have wasted many hours trying to get this issue resolved.
Business Response
Date: 12/26/2023
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 an order placed on our website.

Upon reviewing I could see that our internal team has requested for the below information to review the order and assist you further :

Here is the response from them : 'Were sorry to hear that you havent received your items from order #***-9761266-8599429.

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

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

If the issue isn't resolved after contacting local law enforcement and the carrier, please contact us back during the business hours of the related police department with a link to access your Police Report , or a PDF/Image file of the Police Report. There are multiple ways to file a Police Report. Check with your local authorities for ways to file a report. Note that we will not be able to offer support on this delivery after 23-January-2024. Please ensure to get a Police Report and contact back before this time

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

- The delivery address regarding this incident.

- The items were delivered according to the carrier tracking.

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

- The date the report was created.

- The name of the police department.

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

Please reply back to the email sent by our internal team on December 14, 2023 12:40 PM with subject A Message from Amazon ***************** and our team will get back to you on this.

I hope this helps! Have a great week ahead!

Regards,

Vishal
Amazon.com
*****************************
Initial Complaint
Date:12/19/2023
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 never received an Try It Before You Buy It item and have been receiving an email about how I need to pay for it and that they have been trying to charge me for 10 months now. Ive chatted with the agents and told them Ive never received it, even back when it first happened, but was told I need to let them charge me and then dispute it with my bank. What an unacceptable resolution! Amazon should simply cancel the charge and stop trying to charge me.
Business Response
Date: 12/21/2023
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've reviewed the complaint and understand your concern regarding the Try it before you buy it orders ending with **** & 8226.

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

I would like to inform you that our payment instrument tried charging for these orders but they were unable to do so due to the decline of your payment method used on these orders.

In this case, we either request you to update the payment method or change the payment method to a different one in order for us to charge these orders.

We won't be able to provide any other information apart from this.

Thank you for your understanding. Have a great rest of the day!
Regards,
****************
Initial Complaint
Date:12/19/2023
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.
Basically, I ordered a Christmas tree on Amazon. Firstly, it was delayed for about a week and a half. Secondly, it never arrived and it said it was marked as delivered. I contacted Amazon and I have been trying to get my refund for weeks. I had to speak to four different associates on different days. And they were all claiming that theyre going to process my refund until I called today and they told me that its been denied and that I have to wait an extra ******************************************************************* again. Then I receive an email claiming they need. Proof of my identity and a photo of my ID so they could process my refund. This is outrageous. I do not feel safe and comfortable with that. I honestly do not think that a multi billionaire company would give me such a problem. I spoke to the seller on the Amazon. Website and they were actually apologetic and told me they will process my refund its Amazon. Thats giving me a problem also the sales associate that I spoke to you on the last phone call literally hung up on my face and said that she cannot help me anymore and all I said was you can help me and stay on the phone with me until I get my answers, and she literally hung up on my face Heres a brief preview of E-mail Because we noticed abnormal activity on your account, we need 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.
Business Response
Date: 12/21/2023
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've reviewed the complaint and understand your concern regarding the refund for returned item from Order .

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

I would like to inform you that our specialist team needs to verify your identity before we can consider your request for a refund or replacement.

Because we noticed abnormal activity on your account, we are undertaking an investigation of your account. The first part of this investigation involves need your ID before we can proceed with your request for a refund. 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. Please be assured we have policies and security measures in place to ensure that your personal information remains secure.

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. You can contact our team through your Amazon profile. To do so, go to "Amazon Customer Service":

**********************************************;

Thank you for your understanding. Have a great rest of the day!
Regards,
****************
Initial Complaint
Date:12/19/2023
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.
On Dec ****** I ordered ****** worth of products on an gift card . I have been sent pictures of the deliveries and each door they took pic of with proof of delivery isn't my door they never came was delivered who knows where . I asked for a refund followed there rules and they of yet to refund me I asked for them to apply refund to Amazon balance and they still refund debit card . I call them they hang up
Business Response
Date: 12/21/2023
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've reviewed the complaint and understand your concern regarding the refund being issued to your payment method instead of the gift card.

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

I would like to inform you that when you placed the order #***-8461946-5052253 you used a payment method **** card and not the gift card balance to purchase.

Therefore, once you received a refund from this order, the refund went to your original payment method used to place the order which is your **** card and not the gift card balance and we won't have an option on our end to change this refund to your gift card balance.

Furthermore, if you wish to get this refund from your card, you can reach out to your bank and request a check for the amount from the closed card, they will provide you with the check for the amount.

We won't be able to provide any other information apart from this.

Thank you for your understanding. Have a great rest of the day!
Regards,
****************
Customer Answer
Date: 12/21/2023

Complaint: 21029465

I am rejecting this response because:

Sincerely,

***************************
Initial Complaint
Date:12/19/2023
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased this treadmill at the end of 2022 it not long after broke, I have been trying to get it repaired for some time now, I now just want a refund. After being told that an a-z claim had been filed on the 4th and told to wait until the 18th to get a refund since the seller is not communicating with myself or Amazon. Well now they are trying to say that it has been to long to do a refund even though I did what they asked. It feels like I was purposely lead on for 9 months so that they can claim it's been to long. I just want my money back, this has gone on long enough. I have 75 photos and I'm not sure if they all uploaded or not. The pictures show I was told this would be resolved after the 18th and now they claim it's been to long.
Business Response
Date: 12/21/2023
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've reviewed the complaint and understand your concern regarding the issue with your order #***-6599620-1485850.

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

I would like to inform you that after reviewing i see that there is no claim filed for this order and moreover we won't have the option to refund or fix this issue from our end as this is a third party seller.

Furthermore, after research, I see that the seller "Hitom" were contacted regarding the same issue and they stated below as of 12/5/23 1:16:47 AM PST:

"Dear customer

As for your worries, we can understand. but we still hope you can understand our difficulties as small seller.

What you may not know is that we are only third-party sellers.

If there are no video s to confirm the current condition of the product, the factory will not provide us with a label to return it. hope you can understand.

After receiving your video/pictures, we wiil resolve the issue for you as soon as we can. Would you please give us the chance?"

In this case, I would request you to reach out to the seller with the information they requested in order for you to get a return label for refund because only seller will be able to assist you at this moment.

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

I hope this helps! Have a great week ahead!
Regards,
****************

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