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

49,512 total complaints in the last 3 years.
18,192 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: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.
They asking for my government ID to give me refund on my item a reach of privacy on their part. I dont want to provide my government ID to them to receive my refund. They didnt see my government ID when I purchased an item so why they want to see it when I need to return it? This should be illegal. Theres nothing in their refund policy that mentions requiring an ID in order to receive a refund.
Business Response
Date: 12/21/2023
Hello,

I am ******** 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 returned order. I'm sorry for the inconvenience caused.

I see our team have detected unusual activity on the account hence they requested for the ** verification however upon checking on the order details, I see it is already refunded back to your original payment on Tuesday, December 19, 2023 at 7:59 PM (PST).

The refund of $62.59 will reflect back on your billing statement in 3-5 business days.

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: 12/21/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

**************************
Initial Complaint
Date:12/19/2023
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 #***-4007852-3052258 I returned this order. Initially Amazon was going to send a *** driver to my house to pick up the return but then said they would allow me to drop it off at *** store and provided me a tracking number. They then proceeded to send *** to my house anyway and I gave them the Apple Watch. *** then provided me a new tracking number which I provided to Amazon. Amazon received my return last Wednesday 12/13 and still have not refunded me my money. I spoke to customer service at least 10 times and they keep saying different things. I have proof of delivery to Amazon warehouse. I want my refund. No one is helping me. If you try to track my return on Amazon, they are using the wrong tracking number (the one they provided if I were to have dropped off the applewatch at *** store vs the tracking number *** who came to my house because AMAZON sent them, provided me)
Customer Answer
Date: 12/20/2023
I provided video of *** Amazon sent to my house
Customer Answer
Date: 12/20/2023
Sent proof of *** that amazon sent to my house. Tracking number they provided and disturbing conversation with customer service supervisor
Customer Answer
Date: 12/21/2023
Amazon customer service is now claiming the *** driver they sent to my house to pick up my return was ordered by me and not them and that I acted independently. This is a lie that can be easily be proven by calling *** and using the tracking number they provided when they picked up the parcel as to who sent them to my house. I even asked Amazon permission to drop it off at the *** store as a in home pick up would be inconvenient for me as I work during those hours and they agreed. I never got to though as they sent *** to my house anyway and I happened to be home. The tracking number *** provided me when they were sent by Amazon to pick up my package is : 1Z9WX3422685272326

i would never order a *** return pick up to my house as I work for the United States Coast Guard and never am home during regular business hours as a matter of a fact I never know When I will be home with my schedule. I am shocked and saddened by how Amazon is treating me especially since in prior conversations with them that they can easily access they aknowledge they have the return and that it has been scanned into their system and were processing my refund several times. Now they are claiming they dont have it, that I acted independently on the return and it seems they lost the return even though I provided proof of delivery several times.
Business Response
Date: 12/21/2023
Hello,

I am ******** 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 returned order.

I get that the tracking# you have provided shows its already delivered however our team have not yet processed it. Generally the returns are processed by Amazon in 14 days. In some situations, it may take longer. Certain items can take up to 30 days. This additional time allows our ************** to find and process the item you have returned.

Although the return tracking shows 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 your payment method and send you an email confirmation. If you don't hear from our ************** within 30 days from the time of return, please contact us through chat or call so we can find out what happened and help you further.

More details can be viewed on this link.

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

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: 12/21/2023

Complaint: 21033056

I am rejecting this response because: due to the various conflicting responses from Amazon and the fact that they are lying about the return process and denying they sent *** to my house to pick up the return, I dont trust Amazon to refund me my money. They acknowledge they have received my item/return and I want my refund processed immediately. I have provided proof and they acknowledge they have it. ********************************************************************************************************************************** out of my money.

Sincerely,

***************************
Customer Answer
Date: 12/22/2023
As you can see from the photos attached I was told last week that my items were already scanned and I should see my refund in 3-5 business days. I feel Amazon has either lost my item or someone in their own warehouse stole it. As I was told it was scanned in and I was being refunded last week (see attached) and no refund ever came over 12 days later
Customer Answer
Date: 12/22/2023
As you can see from the photos attached I was told last week that my items were already scanned and I should see my refund in 3-5 business days. I feel Amazon has either lost my item or someone in their own warehouse stole it. As I was told it was scanned in and I was being refunded last week (see attached) and no refund ever came over 12 days later
Customer Answer
Date: 12/22/2023
As you can see from the photos attached I was told last week that my items were already scanned and I should see my refund in 3-5 business days. I feel Amazon has either lost my item or someone in their own warehouse stole it. As I was told it was scanned in and I was being refunded last week (see attached) and no refund ever came over 12 days later
Initial Complaint
Date:12/19/2023
Type:Delivery 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 paid for the items on 12/17/23 expecting to receive them by 12/19/23 as was shown on the order page. I get an email today 12/19 stating that I wont receive the package until 12/23/23 a full week after ordering. I pay for prime, so I can receive my packages within 1-2 days. The past 4 months I have either received my orders after the date promised, or I don't receive them at all. I am getting tired of paying monthly to receive below standard service at this point for any company. I understand that it's the holiday season, but if you promise a delivery date you should uphold that delivery date. I am also tired of having to contact Amazon customer service only to be told that there's nothing they can do. I want my order to be delivered before the 12/23/23 and I want no retaliation from Amazon.
Business Response
Date: 12/22/2023
Hello,

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

We apologize for the inconvenience caused with your Order delay.

Upon reviewing, I see that the Order has been marked as Delivered on Wednesday, 20 December.

We look forward to seeing you again soon.

Regards,
*****
*****************************
Customer Answer
Date: 12/22/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

*********************
Initial Complaint
Date:12/19/2023
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 issued a refund through Amazon. They told me to upload a valid government-issued identity document on their secure customer portal. Or else they would refuse my refund. That is a personal information violation. If I don't submit my ID, I won't be eligible for a refund, excuse me what?!
Business Response
Date: 12/22/2023
Hello ****,

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

Thank you for reaching out to us.

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.

Please review to the **Mail sent on Tuesday, December 19, 2023 at 6:34 PM (PST)

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

Regards,
*****
*****************************
Customer Answer
Date: 12/22/2023

Complaint: 21033045

I am rejecting this response because: I'm not comfortable sending my ID to ********************, it is a violation of privacy.

Sincerely,

*****************
Initial Complaint
Date:12/19/2023
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On 12/11/2023 I ordered and paid for a GE Profile Opal 1.0 Nugget Ice Maker| Countertop Pebble Ice Maker | Portable Ice Machine under ORDER # ***-5062235-6475453. Seller was listed as Amazon.com Services LLC. The amount paid was $380.41. An additional $6.99 was paid for the ice maker to be delivered by 12/15/2023. The delivery did not arrive on 12/15/2023. Several calls to Amazon were made to obtain the product by 12/16/2023. On 12/16/2023, I gave the ice maker to my daughter as a Christmas gift. The ice maker never produced any ice, remained stuck in defrost mode, and severely overheated. On 12/17/2023, a return was filled for a full refund to the credit card used to by the ice maker. Amazon insisted on a person being physically at home for them to pickup the ice maker. The ice maker was picked up by Amazon on 12/18/2023. The Amazon site confirmed pickup on 12/18/2023 and receipt of the product on 12/19/2023. Refund was scheduled for 1/4/2024. Two calls were made requesting a refund to my card. First call on 12/19/2023 Amazon stated they would send an email requesting a government id to send a refund sooner. The email never arrived. The second call Amazon stated an ecard had been requested which would not be issued until 1/4/2024. Upon receiving the ecard, I could call back and ask for the money to be returned to my credit card which would not occur until mid-January. Amazon delivered a defective product and refuses to refund the $380.41 paid for the defective product to my card. Internet has numerous posting of returning the ice maker to Amazon multiple times and each time the product did not work. I do not believe I am getting my money back and no longer even have the product.
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'm sorry for the inconvenience you've experienced with regards to order # ***-5062235-6475453

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.
Customer Answer
Date: 12/26/2023
Dear Better Business Bureau,

This complaint was resolved with Amazon today 12/26/2023. Amazon initially issued a refund of only $6.66 on a $380.41 purchase but after multiple calls to Amazon. Refund of ****** was received today. It was short by $2 for what was actually paid but I am not going to challenge them any further on this total fiasco. The entire experience from trying to get delivery, receiving a broken product, returning the product, and obtaining a refund was a complete nightmare.

Sincerely,
***********************
4827 *************
********, ** 43560
Initial Complaint
Date:12/19/2023
Type:Sales and Advertising 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.
On 12/18/2023, I received an e-mail stating that my Amazon had been closed. The reason was stated as "We have taken this measure because our records show that your account is directly linked to another account that we previously closed for violating of our Conditions of Use." On the same day, I replied that I did not have nor have I ever had another Amazon account.Later that same day, I received an e-mail from Amazon with the subject line "Your Amazon.com Account: Returns and Refund Policy Violation Notification". stating that my account had been restricted to digital purchases only, due to "repeated violations of our Conditions of Use." I responded to this e-mail as well, stating that I did not have another Amazon account. Unfortunately, I did not notice the reference to the Return and Refund Policy Violations, so I did not respond to that. Attached are copies of the relevant e-mails.I do not understand this. I do not even buy that many items through Amazon. The last item that I purchased was canceled by Amazon after multiple notices that the delivery date was being delayed, and Amazon then later informed me that it was out of stock. I don't understand why I am being punished because *Amazon* (or the seller, as it may be) canceled my order. I did not cancel it. I was happy to wait for the item to arrive, until Amazon canceled the order and told me it was out of stock. Beyond that, I don't have any returns on my account. So again, I don't understand why my account was closed for violation of the returns and refunds policy, when I haven't had any returns, and the refund was processed at Amazon's insistence, not mine. In addition, I had a large Amazon gift card balance which I am unable to meaningfully use now that my account has been in digital purchase only mode. I am requesting the BBB to contact Amazon and have Amazon fully reopen my account with my full gift card balance available.
Business Response
Date: 12/22/2023
Hello ******,

I'm Najam 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 Amazon account. I understand how frustrating it can be.

Our Account Specialist team will be able to assist you and resolve this for you.

Please include your preferred contact number and best time to call, in your response to this email.

As soon as I receive a response from you, I will forward the details to our Specialist team to call you.

We appreciate your patience and understanding.

I hope this helps. Please feel free to contact us directly by replying to *********************************************** if we can be of further assistance.
Regards,

Najam
Amazon.com
***********************************
Customer Answer
Date: 12/26/2023
I have received Amazon's initial response to the complaint and I responded directly to the Amazon account specialist with the number that she can reach me at. I have not heard anything further. Please keep this complaint open pending this call and Amazon's further response.

Thank you.

Customer Answer
Date: 01/03/2024
Hello,
Amazon has reopened my account with the full gift credit that I had previously. I am satisfied with the resolution and this case can be closed.
Thank you.

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

I'm Najam 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 please to inform you that all accesses to your Amazon account are restored and any restrictions have been removed.

You should be able to place orders as usual and access all digital content purchased on this account.

For more information on Returns & Refunds policy violation or Conditions of Use agreement, please reply to the email sent by ****************************

I hope this information helps.

Regards,

Najam
Amazon.com
***********************************
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.
Purchased 4 Pirelli Scorpion Verde All Season tires 235/60R18 103H for $937.97 from Amazon on 11/15/2023, after ordering, we realized that the tires would not arrive until after the date we needed them. Shipped the 4 tires directly to ******** ***** ****************************************************************************, ********************** Advisor). Order #***-4248003-7973004. On 11/16/2023, we started the Return process with Amazon. We were told by Amazon that the tires had to be delivered so that we could begin the return completely. We contacted ***** at Mercedez **** and informed him to refuse the tires and to send them back to Amazon. We contacted *** regarding the return tires, gave the representative the tracking number and was told the tires had been lost by *** and instructed us to complete a claim for the loss, we did that. We spoke to Amazon on 11/25/23 and was told by a representative that 2 tires for $439.38 had been credited to our credit card. We inquired about the other 2 tires and the representative issued another credit for $439.78 all 4 should have totaled $937.97. Contacted our credit card a few days later, no credit. Called Amazon back on 12/14/23 was told to upload a government ID for the refund, uploaded that, no refund. Called Amazon 12/18/23 given another number, representative diconnected the call, called Amazon again asked for a Manager, explained the issues, put on hold for 30 minutes, the representative (****) stated the refund would be processed and if disconnected, she would call us back. The call disconnected after about 36 minutes, as of today, 12/19/23, no call back from Amazon. Contacted *** for the lost tires claim, info on the website indicates that the claim is closed and we cannot speak to a live person. AMAZON, where's the refund for $937.97. We've never seen the tires, they were shipped to ******** **** and lost by ***. Simply a run around by Amazon and no answer from ***.
Business Response
Date: 12/21/2023
Hello ******,

I'm Najam 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 order ending in #****. It is certainly not what we expect our customers to go through.

Upon reviewing, I see that the return authorisation was created on Wednesday, November 22, 2023 and items were returned on . Once an item is returned, it can take upto 30 days to process the return and issue a refund.

Please rest assured that all the conversations pertaining to this query will be reviewed. If your query wasn't handled efficiently or if any incorrect information was provided, we'll see that appropriate actions are taken to ensure our colleagues are coached accordingly.

For certain orders, Our Specialist team requires a government issued identity proof to investigate and issue a refund.

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

We appreciate your patience and understanding.

I hope this helps. Please feel free to contact us directly by replying to *********************************************** if we can be of further assistance.
Regards,

Najam
Amazon.com
***********************************
Customer Answer
Date: 12/21/2023

Complaint: 21033011

I am rejecting this response because:
According to an Amazon representative on 11/25/2023, the refund was processed. Also, if the refund takes 30 days, why hasnt any of Amazons many representatives weve spoken to over the past few weeks inform us of the 30 day process. We were transferred and put on hold multiple times by different representatives. The last representative ****, told us we were being transferred to the Team to process the refund. No one said, wait 30 days. Wheres our refund, we dont have the tires nor did we accept the tires.

Sincerely,

***********************
Initial Complaint
Date:12/19/2023
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 have recently had to return some iPads and several other items. I took them to *** as instructed and received shipping Return receipts. After several weeks, Amazon charged my credit card back again for the items that I had already returned. I also had purchased four iPads that were not the correct style and had to return them all. They refunded me for three of the iPads, and have yet to refund me for the fourth. Again I have returned receipts to prove return. This is several hundred dollars. Now they are requesting me to upload my ID?! This feels like a scam.. Ive been an Amazon prime customer for nearly 10 years. l having items shipped to my home all the time. Makes no sense. Just refund my money for the iPad and the other returned items that you went and charged my card for again.
Business Response
Date: 12/21/2023
******************,

I'm Najam 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 order #***-9909679-3830668. It is certainly not what we expect our customers to go through.

Upon reviewing, I see that the return authorization was created on Wednesday, December 6, 2023. Once an item is returned, it can take upto 30 days to process the return and issue a refund.

As soon as return is verified and processed, a full refund will be issued against the order.

For more information on Return policies, you can view our website Help page using this link:

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

For certain orders, Our Specialist team requires a government issued identity proof to investigate and issue a refund.

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

We appreciate your patience and understanding.

I hope this helps. Please feel free to contact us directly by replying to *********************************************** if we can be of further assistance.
Regards,

Najam
Amazon.com
***********************************
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 bought an item on November 3rd for $211.99 after taxes, initiated a return on November 26th and y they received it on the 30th.i am now getting the run around and they refuse to give me a refund and that they are requesting outrageous private information from me just to get my refund.
Business Response
Date: 12/21/2023
Hello ****,

I'm Najam 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.

I hope this helps. Please feel free to contact us directly by replying to *********************************************** if we can be of further assistance.
Regards,

Najam
Amazon.com
***********************************
Customer Answer
Date: 12/22/2023
order number is 114-0135514-7853047
as requested
Business Response
Date: 12/28/2023
Hello ****,

I'm Najam 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 order #***-0135514-7853047. It is certainly not what we expect our customers to go through.

For certain orders, Our Specialist team requires a government issued identity proof to investigate and issue a refund.

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

Once the details are submitted, please allow our specialist team 3 business days to review and respond to you.

We appreciate your patience and understanding.
Regards,

Najam
Amazon.com
*****************************
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 made a purchase for a ****** pixel watch. I purchased this item thru Amazon's financing program for $372 .Because it is an expensive item, I was given a password to give the driver upon delivery, or it would be left at an authorized pick up location. I was working on December 10th when the driver came to my home. He called me, I told him that I was not home, I did provide him with the password but was under the impression that he would take the item to the pick up location for me to retrieve that evening or the next day. The driver claims to have "handed the item to customer". My security camera footage at home indicates otherwise. The driver did not leave me the package, let alone "hand it to the customer" as I was not home. I told ********************** numerous times that I did not receive the item as indicated. Amazon said that the driver's word will be believed over mine, and that I am responsible for the charge for this item. I let Amazon know that they can review my camera footage to see that the box was not delivered. I was told that I am not telling the truth, and their drivers do not lie. I feel it is not fair that I am responsible for financing of an item that I did not receive. I have been hung up on repeatedly and have not been offered any fair resolution. I was however told that because Amazon has given me refunds in the past for non received items they will not refund this item. I consider myself a good customer of **********************, I order many items quite often, if other items have not arrived perhaps there is issue with drivers not going to the correct address. Please try to assist me with this matter. Many thanks,*****
Business Response
Date: 12/21/2023
Hello Mandi,

I'm Najam 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.

I hope this helps. Please feel free to contact us directly by replying to *********************************************** if we can be of further assistance.
Regards,

Najam
Amazon.com
***********************************
Customer Answer
Date: 12/26/2023
702-7377463-4941851
Business Response
Date: 12/28/2023
Hello Mandi,

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

Thank you for writing to us and confirming the order number. I hope you're doing well!

I'm sorry to hear that you still havent received your order #***-7377463-4941851, even though the tracking says its been delivered.

The tracking indicates the package was delivered using a one-time password.

One-time password verification adds extra security to your deliveries as the password is only available in your out for delivery e-mail, sent on the day of delivery.

It can also be accessed in Your Orders by clicking 'Track Package' next to the relevant order. The delivery won't be completed until the password is shared with the delivery driver.

Therefore, we are not able to issue a replacement or refund on this order.

We appreciate your understanding.

Regards,

Najam
Amazon.com
*****************************
Customer Answer
Date: 12/28/2023

Complaint: 21032981

I am rejecting this response because:
Amazon keeps issuing a form response regarding the password. I acknowledge receiving the password and providing it to the driver. I told him I was not home. I was under the impression that the package would have been taken to your authorized pick *******. My security video indicated that your driver "DID NOT" give me the delivery as he so indicated. The package was NOT left at my home. This is now at the point of ludicrous. My home security video shows that the order was not left here, and again, I WAS NOT HOME.

Sincerely,

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

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