Complaints

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

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  Amazon.com

  202 Westlake Ave N Ste 2 Seattle, WA 98109-5264

  
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  Amazon

  4400 12th Street Ext West Columbia, SC 29172-3300

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  Amazon.com

  3680 Langley Dr Hebron, KY 41048-9135

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  Amazon.com

  560 Merrimac Ave Middletown, DE 19709-4652

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  Amazon.com

  1155 Worldwide Blvd Hebron, KY 41048-8648

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:12/16/2023

  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.

  hello, *** created an account on tunecore and was charged when i thought i was putting payment in to be able to create account and see what each plan offers and how the process of using their services actually works. without creating an account we are unable to see all that so i created one only to find out i was actually charged for it. when i tried to reach out to someone for assistance, there is no phone number or email. only a robot that answers. i emailed back a no-reply email which probably wont work and i called a number i found on ****** for tunecores customer service but when i called its a pre-recorded message that instructs you back to their website for help. after over an hour of attempting different links and chatting with a bot i was able to submit a request but unfortunately there is no way to actually talk to anyone about this. additionally, there is no way to remove my card from the website or no way to cancel account or subscription or get a refunded. this all happened as soon as account was created and i got an email saying i was charged.

  Business Response

  Date: 12/21/2023

  Hello *******,
  
  I am ***********;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.
  
  Upon reviewing the complaint details, I see that you are referring to the issue related to charge made on 'TuneCore'.
  
  As we are from Amazon, we don't have an option to check the details or take any action on your request. If there is any issue related to an order placed on amazon or have any issue related to amazon, kindly let us know, we will be happy to help you.
  
  In this case, I request you to contact the 'TuneCore' customer service team for assistance with the issue.
  
  Thank you for your understanding. Have a great rest of the day!

  Regards,
  
  ****** K
  Amazon.com
  *****************************

• Initial Complaint

  Date:12/16/2023

  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 asking for a refund from Amazon and they keep asking me to return a call on a certain date, which I have for my refund and now they keep asking me to verify my identification which I have over and over and they keep telling me to re submit it and I have verified all necessary needs to claim my refund.

  Business Response

  Date: 12/19/2023

  
  Hello *********,
  
  I'm ***** from Amazon.com. I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I've provided the BBB with a copy of this message.
  
  I understand your concern to know details about the abnormal activity found on your account and about submitting Government issued identification proof for refunds.
  
  Due to proprietary nature of our business, I'm afraid that we won't be able to share the details of our investigation methods.
  
  For certain orders, our Specialist team requires a government issued identity proof to investigate the orders. However, the returns and refund process for normal orders still remains unchanged. You shall receive refunds once the items reach our returns center.
  
  Please rest assured that any information you provided is handled according to our Privacy policy.
  
  All personal information that you provide will be handled in accordance with our Privacy Notice. To review our Privacy Notice, go to "Amazon and Your Personal Information":
  
  ************************************************************************************
  
  Kindly submit your identity proof to get your concern addressed.
  
  
  
  
  Regards,
  
  *****
  Amazon.com
  *****************************

  Customer Answer

  Date: 12/19/2023

   
  Complaint: 21015113
  
  I am rejecting this response because:
   I have submitted 6 times my ID to your given link/email address. I've had a supervisor not understanding my situation. Amazon made a mistake sending me two items. One that didn't ask for. I want my refund for the one I returned. 

  I told many of your employees that I returned a purchase, but accidentally shipped it back on the order number of the "replacement" at 0 dollars. 

  I tried to explain this to many of your employees and all they do is talk over me, yell at me and hang up on me. As well as a supervisor yelling at me and hanging up on me and calling me an idiot! 

  Many of your employees think I've received a refund in October, but that is not the one! 

  I Am surprised Amazon does not keep written record of conversations!

  Is there a policy that explains how to be rude to a customer? 

  Not acceptable. This has been going on for 3 months now. I am so confused that in the past I'm able to easily be accommodated. 

  If there was criminal activity, there would have been a cancellation by now. 

  I Had a recent order placed on Amazon to the same address from the past. 

  The ID I've sent is valid and Amazon does not want to give me a refund. 

  Sincerely,
  
  *********************************

  Business Response

  Date: 12/20/2023

  Hello *********,

  I request you to please help us with the order number of your purchase. 

  We shall escalate it to the specialist team internally to look further into the matter.

  Regards,
  
  *****
  Amazon.com
  *****************************

  Customer Answer

  Date: 12/21/2023

   
  Complaint: 21015113
  
  I am rejecting this response because: Amazon customer service keep closing my cases and has never follow up with any of my requests. I have attached two order numbers. Amazon by mistake sent me an extra mask which was a replace and I am looking to return the other one that I have purchased. 

  unfortunately when I was returning the one that I purchased, I chose the wrong mask order number to be shipped back. 

  So Amazon is insisting that I am not receiving a refund because of that. 

  I've called so many times that customer service said they will refund me, then say I need to send verification and then said to send more identification and they hang up on me and tell at me and send me email to prove that I am wrong. No one is in the same page and are disorganized. 

  
  Sincerely,
  
  *********************************

  Business Response

  Date: 12/28/2023

  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 your correspondence on your BBB complaint and I thank you for helping us with the order IDs.
  
  I've noticed that you've provided us two order numbers.
  
  Order #XXXX0662 - LEONARK Armoury Hema Helmet. A full refund was already issued to your Amazon.com Gift Card on October 1, 2023 for $121.26.
  
  Order #XXXX5062 - LEONARK Armoury Hema Helmet - We're unable to find a return label was created for this order. Therefore, we cannot track the return progress. We request you to please clarify the date & time of the return along with the return tracking ID. Without valid information, we're unable to take any action on this order.
  
  
  Regards,
  
  *****
  Amazon.com
  *****************************
  
  

  Customer Answer

  Date: 12/28/2023

   
  Complaint: 21015113
  
  I am rejecting this response because: that return was a different refund because Amazon told me they will send a replacement because the first mask I ordered was stolen from my porch and Amazon courier did not take a picture of it!  But I told Amazon to cancel the replacement so they gave me a refund for the stolen mask. So I ordered the mask and Amazon still sent me the replacement! 

  So I wanted to just get the refund for the one I purchased and stay with the replacement. BUT I CHOSE THE REPLACEMENT ONE FOR A REFUND so I returned the mask but the incorrect return label. So the time of the one at zero dollars is the one I want a refund for. It was mixed up. 

  Why does Amazon not keep track of communication and times themselves? 

  Ibe called Amazon so many times and I have to repeat myself until someone understands and then hangs up on me. 

  Is Amazon trying to steal my money? I've been a member for a very long time and it has come to this where I have to get the BBB involved? 

  The item/order number that has no return label is the one I returned with the other order number I provided. 

   

  So again. I got mask. Mask got stolen. I called Amazon. Amazon said they will send replacement. I said no, refund me money please. Amazon gave me refund Oct. 

  Then I got two masks. Amazon did not cancel replacement, that Is Amazon fault. I want to return mask I purchase but I sent other order number with wrong return label order number. 

  I Want refund. Amazon is very rude and not helping me. It is now December. Amazon says my ID not valid. I sent 4 times pictures of ID to **********************. 

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

  Business Response

  Date: 01/10/2024

  Hello *********************************,
  
  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 appreciate you taking the time to respond to us.
  
  I've reviewed your correspondence and I understand you've used incorrect return label that was created for the return of "Free replacement order XXXX0662 $0.00".
  
  Following are the sequence of events that we have in our records and in our logs -
  
  1.On September 22, 2023 (Order ID: ********* - $121.26
  Order placed for "LEONARK Armoury Hema Helmet- Fencing Coach Mask - 1600N National Grade Masque - Fencing Protective Gear with Storage Bag *** Detachable)".
  
  2. On October 1, 2023 1:12 PM You've reported that the package was not delivered via our Live Chat assistance and agreed to have a replacement sent.
  Therefore, a replacement order was created (Order ID: ********, Oct 1, 2023).
  
  -October 1, 2023 4:28 PM You've reported that your original and replacement order was of wrong Size and requested refund instead of replacement. The free replacement order was already in the advanced shipping process and it could not be cancelled. Therefore, our representative on phone call issued refund towards the gift card balance and erroneously advised to keep the item for the refund. We're sorry for the incorrect information that you received and we've initiated appropriate coaching actions on our representative. A return is required for the wrong sized item which was sent as Free replacement.
  
  3. October 2, 2023 - (Order ID: XXXX *****  $121.26 Size  *** ************************** placed for LEONARK Armoury Hema Helmet- Fencing Coach Mask - 1600N National Grade Masque - Fencing Protective Gear with Storage Bag *** Detachable) 
  
  As mentioned, a return was not requested for the order of Size ** This item was not processed by our returns team as there was no return label created for this order. They're unable to confirm this item was returned to us using a different return label. Therefore, a refund could not be processed.
  
  Upon reviewing I can see that our specialist team needs to verify your identity before we can consider 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. We have policies and security measures in place to ensure that your personal information remains secure.
  
  Once submitted, our team will review and get back to you with an update on refund for the mentioned order.
  
  I have also forwarded a relative feedback to our business team regarding your experience and they will be reviewing this further.
  
  However, we won't be able to provide any further information apart from this.
  
  
  
  Regards,
  
  *****
  Amazon.com
  *****************************
  
  

  Customer Answer

  Date: 01/10/2024

   
  Complaint: 21015113
  
  I am rejecting this response because: 

  1) your Amazon representatives keep telling me that in order to receive my refund I need to submit my identification. Which I have submitted 4 times. 

  If you were able to see my activity of orders, then surely enough you are able to track down every single conversation and emails that were sent to me and sent back to you from me. 

  2) I am not happy with your response. Where is my identification forms sent and done? Why are they not verified on your end when I have properly sent pictures AND the Amazon picture scanner was ABLE to accept my forms of identification. 

  3) it validated my picture and barcode. So your system is false or it seems Amazon does not want to refund my order because they do not want to admit a mistake on their behalf. 

  4) *****, we can keep going back and forth with information. 

  5) Your Amazon employees have been rude and have been easy to dismiss me. 

  6) I've been an Amazon prime member for many years now and it has come to this where I have to involve the BBB. 

  7) I see you have also sent me a separate email from Amazon which is a copy of your recent message from here. This is the first time I am receiving a copy of an email like this. I will most certainly not reply to that, as I can not trust Amazon with what I say. 

  8) You have my ID information. The photo scanner approved it. 

  Refund my order please. 

  You are saying that I gave false information?

  when Amazon did not cancel the replacement but verbally told me they did? And a photo scanner that accepted my photos 4 times but I am being denied and dismissed Everytime I call/chat?! 

  
  Sincerely,
  
  *********************************

  Business Response

  Date: 01/11/2024

  Hello *********************************,
  
  I've reviewed your correspondence and understand you're concerned about refund on your order of "LEONARK Armoury Hema Helmet".While I know you're disappointed with our stance on this matter, I want to assure you the information and response you received from us is correct.
  
  As mentioned, a return was not requested for the order of Size ** This item was not processed by our returns team because there was no return label created for the order. Returns team is unable to confirm this item was returned to us using a different return label. Therefore, a refund could not be processed.
  
  Im sorry for any disappointment caused and appreciate your understanding. While we wont be able to comment further on this matter, were always happy to help if you have any other questions - you can click a button to contact us by e-mail or phone from any Help page on our website.
  
  Regarding the ** concern - ********************** takes all security-related matters very seriously and your account security is our top priority. We have policies and security measures in place to ensure that your personal information remains secure.
  
  Regards,
  
  *****
  Amazon.com
  *****************************

  Customer Answer

  Date: 01/11/2024

   
  Complaint: 21015113
  
  I am rejecting this response because: No ***** you are still no understanding my issue. 

   

  I accidentally returned the LARGE mask to you but under as the replacement label. 

  On my interface of the orders, it is easy to make the mistake. Which I already stated so many times to you and your peers on Amazon! So you're telling me that you are basically robbing me of my refund/money?

  Again, I am staying with the replacement

  And I want to refund and return the one that I purchased! 

  Amazon has the mask! I returned! It shows up on my returns account!

  You are not helping me!

  You are not answering my question either. Do you have my identification forms?

  And your peers told me that I will receive my refund once I sent the forms. 

  Now YOU ***** are telling me something different? 

  Can you provide all the emails and conversations you've had with me as attachments on here so that the BBB can understand what is going on?! 

  You failing to comply and answering my questions basically tells us otherwise. 

  If I were to send my ID information through here. Would that make you happy? I would feel much comfortable sending it through BBB instead. 

  You tell me what you like to do *****. 

  Any email response that does not meet my needs as a long time prime member will be a rejected business response 

  
  Sincerely,
  
  *********************************

  Business Response

  Date: 01/19/2024

  Hello *********************************,
  
  I've reviewed your correspondence and understand you're concerned about refund on your order of "*******************************".While I know you're disappointed with our stance on this matter, I want to assure you the information and response you received from us is correct.
  
  As mentioned, a return label was not requested for the order of Size ** This item was not processed by our returns team because there was no return label created for the order. Returns team is unable to confirm this item was returned to us using a different return label. Therefore, a refund could not be processed.
  
  A careful review of your account reflects that the correct information has already been provided. We're unable to offer additional insight on this matter.
  
  
  Regards,
  
  *****
  Amazon.com
  *****************************

  Customer Answer

  Date: 01/21/2024

   
  Complaint: 21015113
  
  I am rejecting this response because: you are your peers are now contradicting yourselves. You and your peers have said that you understand my situation and the mistake and are able refund me if I send the correct form of identification. You have proof of these conversations as well. 

  I Have spoke to plenty of Amazon employees. I have sent the large size helmet by mistake with the XL "replacement" label order refund and Amazon confirmed the return. 

  so *****, what is going on here? 

  I understand your policy and concerns, but your business is disorganized handling this situation. 

  My statement still stands and I will continue to seek conflict resolution.

  I Would like to ask for my full refund for the mask of the Large size one. Please

  That being said. 

  If all is needed to settle all this, I am willing to submit my identification forms one last time.

  Please send me an email link

  
  Sincerely,
  
  *********************************

• Initial Complaint

  Date:12/16/2023

  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.

  Oct 18, 2023 $55.00 Amazon committed to selling me an item (which is no longer made) on sale (during a popular and well known sale period), an item which was then to be delivered in a timely and acceptable manner.Amazon lied when they sold me the item. Apparently they never had it in the first place, and have continuously attempted to delay sending said item to me with the acknowledgement that they never had it. They have effectively sold me an item they never had, and have robbed from me any chance of getting it on sale (or even getting it in the first place) when I could have gone elsewhere to do so at the time.Amazon continuously delays sending the product, as they have been attempting to secure a copy of it (which they should have already had in the first place if they are selling it), and have attempted to bribe me repeatedly with credit in order to avoid the consequences of their actions.ORDER NUMBER 111-2240104-6329062 They advertised it on their site around the time when I purchased it.

  Business Response

  Date: 12/19/2023

  Hello David ****,
  
  I'm Meraj 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.
  
  Our supply of some items is limited, and these products sell out quickly. I realize this is disappointing news, and If it takes too long for us to find stock and you no longer need the item, you can cancel the order any time before it enters the shipping process, and you won't be charged.
  
  This availability estimate means an order for this item will ship out in certain time frame. This takes into account the time it takes to receive the item from our suppliers, package it, and prepare it for shipment.
  
  I'd suggest checking our website from time to time to see if this item is available. If anyone is selling it, you'll see a "More Buying Choices" box on the product detail page. If it's not available from any sellers, you might see an "Email Me" link; "Email Me" allows you to sign up to be e-mailed when Amazon has stock available for purchase.
  
  Regards,
  
  *****
  Amazon.com
  *****************************

  Customer Answer

  Date: 12/19/2023

   
  Complaint: 21015086
  
  I am rejecting this response because:

  They sold me an item during a sale which they advertised as having at the time. You don't get to just sell stuff you don't actually have without facing repercussions. I can no longer get that item on sale. Just giving us the opportunity to cancel such an order is simply not good enough. If you don't have an item, don't sell it. I do not believe that Amazon will change their shady practices unless they are properly punished.
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:12/16/2023

  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 return to *** today 12/15/2023 A few hours later I checked to make sure it was logged that I dropped otnoff and I see a notification that they're taking 34 days to refund my money.I messaged the chat and asked why I was then met with an accusation aboutn"abnormal activity" on my account and that they will not refund the the item I returned. The 1st photo is the screen shot showing the status after I dropped off at **** the 2nd photo shows the return was canceled and it now just says delivered, the 3rd photo is a message I received stating they're refusing to refund my money after I dropped off said return. The 4th and 5th photo is amazon denying my review about receiving the damaged and incomplete cage I received citing it s not an everyday occurrence and asked me to edit my truthful review Order number 111-7991181-1045842

  Customer Answer

  Date: 12/20/2023

  This is a screen shot ofnthe *** tracking number provided by Amazon. The cage was delivered back to Amazon. They have their property in their hands and they still haven't refunded my money.

   

  Business Response

  Date: 12/21/2023

  Hello *******,
  
  I am Srujan 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'm sorry for the inconvenience caused with the items purchased in the order #***-7991181-1045842.
  
  Upon reviewing I can see that our specialist team needs to verify your identity before we can consider your request for a refund or replacement. We may also request additional information before granting your request.
  
  In order for us to verify your identity, upload a valid government-issued identity document on the secure customer portal:
  
  *************************************************************
  
  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":
  
  ************************************************************************************
  
  We will review your order and your account and verify your identity through one our third-party service providers. Once you have submitted your information through the secure customer portal, it will take us 3 business days to determine an outcome. At that point, you can contact us to learn the outcome of the investigation.
  
  If you wish not to share the requested information, you may continue shopping on Amazon, but you will no longer be eligible for a refund on the order above mentioned order. Also, you will not be able to investigate this order issue further.
  
  You can contact us directly for any assistance on this: *****************************************
  
  Thank you for your understanding and co-operation. Have a great rest of the day!
  
  Regards,
  
  ****** K
  Amazon.com
  *****************************

  Customer Answer

  Date: 12/21/2023

  That was done 6 days ago. Amazon is in the habit of playing head games with its customers. What does my ID have to do with a return I made? 

  I have still not been told why I needed to submit my ID to process a return after I sent the **** thing back. 

  They are trying to keep my money after I sent their broken up product back to them and attempting to penalize me for complaining about the length of time it's taking to refund my money 

• Initial Complaint

  Date:12/16/2023

  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.

  Have been a customer with ********************** for over 10 years. Received an email that my account has been closed due to misuse with no further explanation. Have only used my account for personal use and am not aware of any misuse on my part. I have written several emails as well as made several phone calls to get anwers. Amazon has failed to respond. My account was terminated before my Prime subscription was over. I have also purchased several movies on Prime Video that I no longer have access to. I need an explanation of why my account was closed. I am concerned that my account was hacked which lead to closure. I also need a refund for the remained of my Prime subscription as well as videos purchased.

  Business Response

  Date: 12/21/2023

  Hello,
  
  We have closed your Amazon.com account. We took this action because you have misused Amazons services. Examples of misuse include placing orders for your own products or purchasing products in order to receive compensation directly from the Sellers.
  
  We have canceled any open orders you had on this account. Any ********************** content that you purchased with this account is still available to you. To access the content, click the Manage Your Content and Devices link on the "Your Account" menu on ********************.
  
  Any unused gift card balance is no longer available.
  
  If you would like to appeal this decision, please reply to this email to reach an Account Specialist. Our **************** team can only confirm that we sent this message and help you with technical issues. They cannot reverse this decision or share more details on this matter.
  
  Sincerely,
  Account Specialist
  Amazon.com

  Customer Answer

  Date: 12/22/2023

   
  Complaint: 21015008
  
  I am rejecting this response because:

  I have already received this email and responded to it twice. I appealed the decision but have gotten no response for almost a month now.
  
  Sincerely,
  
  *****************

• Initial Complaint

  Date:12/16/2023

  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 purchased an Order from Amazon on November 21st. I have returned the item already within the return window unused and now Amazon says they cant refund my money unless I verify my Identity. Which I have and now I still dont have a refund.

  Business Response

  Date: 12/28/2023

  Hello,
  
  I am Mahendra from Amazon.com.
  
  I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I've provided the BBB with a copy of this message.
  
  Upon reviewing the complaint details, I see that you are referring to the order #***-0598007-3479427 regarding refund for the item.
  
  Based on order details, the refund of $435.61 is processed back to your original payment method on Tuesday, December 19, 2023 at 12:59 PM (PST).
  
  The refund amount will be reflected on your card/bank account within 3-5 business days and the refund confirmation email will be sent to your registered email address.
  
  We appreciate your time and patience in this regards. We look forward to seeing you again soon.

  Regards,
  
  Mahendra
  Amazon.com
  *****************************

• Initial Complaint

  Date:12/16/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered an item from amazon 114-8598971-7660241 I explained to amazon that they didnt follow the proper delivery instructions and was supposed to notify me before the delivery was made. The email for the delivery confirmation says someone must be present for delivery to be made well no one was present and now my package says delivered and I never received it. I explained this to Amazon and one of the supervisors named ***** promised that I would be refunded and that it would take 3-5 business days to receive the refund. I then went out and paid cash for the same item thinking I would receive the refund. All for amazon to contact me and say I will not get a refund and ***** have gave me a false promise so now they are not helping me at all. I have screenshots and screen recordings from ***** promising me a refund and amazon basically saying Rahul lied which is one of their supervisors. Please help me on this case. I never try to get you guys involved but i feel hopeless.

  Business Response

  Date: 12/27/2023

  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.
  
  Were sorry to hear that you havent received your items from order #XXXX0241.
  
  It's very important to us that our customers receive the products they purchase from Amazon. We appreciate your business and regret the item has not been delivered to you. Shipments 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 10-February-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.
  
  Thank you for your understanding.
  
  
  
  Regards,
  
  *****
  Amazon.com
  *****************************

  Customer Answer

  Date: 12/28/2023

   
  Complaint: 21014956
  
  I am rejecting this response because: I already tried to contact the local police department, what amazon is asking me to do is illegal. Asking me to lie and say that my package was stolen when it wasnt delivered is a crime and i refuse to commit a crime to that amazon can claim insurance. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:12/16/2023

  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 am writing to seek resolution regarding an issue with an order placed on November 27, 2023, for my nephews 8th birthday presents. I anticipated these gifts would be ready for his birthday on December 3, but unfortunately, the majority of the items were incorrectly delivered to another location in my apartment complex. This mishap left me with only a set of rainbow color pencils and **** action figures to give him. Because my nephews parents couldnt afford birthday gifts this year, I insured them that I would make sure he had gifts to open at his celebration. On December 3, upon discovering the error when I retuned from my trip to *******, I was heartbroken and upset, so I contacted Amazon customer service. The representative understood the significance of the situation and assured me of a prompt resolution, which included reshipping the missing items and a full refund of the items as a token of apology. I was instructed to call back on December 8 to confirm the refund. I was told to call back twice over the phone and once through email for a full refund of the items, once they were received. Following the advice, I called on December 8 and spoke with a representative named ********************, who initiated the refund process and advised me to ignore the automatically generated return labels. However, the promised refund was not processed. Upon contacting customer support again on December 14, I was informed by ******* and ************ that the initial promise of a refund was untrue, and that a refund could only be issued upon the return of my nephews birthday presents. This contradictory information has caused significant frustration and disappointment, as I had been relying on the initial assurance given by Amazons team. A refund was promised to me as a token of Amazons apology. Now the company is no longer honoring their promise to me. I want Amazon to honor the initial promise of a full refund made to me by their customer service representative.

  Business Response

  Date: 12/19/2023

  Hello,
  
  
  I'm ***** from Amazon.com. 
  
  
  I'd love to help, 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.
  
  
  
  
  *****
  Amazon.com
  *****************************

• Initial Complaint

  Date:12/16/2023

  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 had the option to get a refund on some shaving gels purchased. I wanted to return these 4 shaving gels that were unused but Amazon agents told me that it was not necessary and they would refund me without returning the items. This all was well until they send me a message saying the following: Thank you for contacting Amazon.com **************** for Order *************************** we noticed abnormal activity on your account, we need to verify your identity before considering your request for a refund or replacement. We may also request additional information before granting your request.You will receive second email with instructions on how to share this information with Amazon. Once you submit your information, it can take up to 3 business days for us to finish our investigation. After this time, you can contact back and we will share the status of the investigation with you and any next steps that we might need to take. As you can see, in order to receive my refund I must show a valid ID, which has NEVER happened before. Id like to receive my money back for this.

  Business Response

  Date: 12/19/2023

  Hello *****,
  
  I am ***********;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'm sorry for the inconvenience caused with the items purchased in the order #***-9894162-8159463.
  
  Upon reviewing I can see that our specialist team needs to verify your identity before we can consider your request for a refund or replacement. We may also request additional information before granting your request.
  
  In order for us to verify your identity, upload a valid government-issued identity document on the secure customer portal:
  
  *************************************************************
  
  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":
  
  ************************************************************************************
  
  We will review your order and your account and verify your identity through one our third-party service providers. Once you have submitted your information through the secure customer portal, it will take us 3 business days to determine an outcome. At that point, you can contact us to learn the outcome of the investigation.
  
  If you wish not to share the requested information, you may continue shopping on Amazon, but you will no longer be eligible for a refund on the order above mentioned order. Also, you will not be able to investigate this order issue further.
  
  You can contact us directly for any assistance on this: *****************************************
  
  Thank you for your understanding and co-operation. Have a great rest of the day!
  
  Regards,
  
  ****** K
  Amazon.com
  *****************************

  Customer Answer

  Date: 12/19/2023

   
  Complaint: 21014895
  
  I am rejecting this response because I have never been asked to provide any ID proof. Please remove these messages asking me further to provide my ID. I will not show it. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:12/16/2023

  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.

  The items I received today were damaged, the box had been opened, the description on the internet incorrect and because I had a previous issue with Amazon I cancelled all outstanding orders. This type of complaint had already been filed with Amazon who refuses to accept to send me a label to return the item, FORCING ME/IN EFFECT BLACKMAILING ME TO KEEP THE **** BECAUSE I CANNOT EMAIL A PHOTO SUBSTANTIATING MY COMPLAINT. I DO NOT HAVE A MOBILE PHONE TO TAKE A PHOTO I AM 82 YEARS OLD I WOULD NOT KNOW HOW TO USE A MOBILE PHONE AND FURTHER, I HAVE NO ONE TO CAL NOR DOES ANYONE ONE CALL ME AND MY LANDLINE IS ENOUGH FOR ME TO CALL WHO I WANT TO CALL INCLUDING AMAZON. THIS TIME I DO NOT WANT TO KEEP THE **** I WANT MY MONEY BACK BECAUSE $29.99 FOR AN **** THAT PROBABLY WAS PURCHASED AT THE DIME STORE, FALSE DESCRIPTION OF THE ****, AND ABUSE OF AMERICAN TRUST IS A FRAUD. AND AS AMAZON PRIDES ITSELF: FREE RETURN ... FREE RETURN MEANS FREE RETURN. I WANT TO RETURN THE ***** OF C*** AND I WANT MY MONEY BACK. I DID NOT BUY FROM A FRAUDULENT SELLER, I PURCHASED FROM AMAZON A NAME I HAD ALWAYS TRUSTED. I live on Social Security, does $35.00 make a difference in Amazon's budget? and... upon checking there is no notice on their website that I must own a mobile phone to take picture to return an item. SHAME UPON YOU AMAZON. YOU HAVE LOST ME AS A CUSTOMER, DEPRIVE ME OF CONVENIENT SHOPPING SIMPLY AS A RESULT OF GREED AND LACK OF BUSINESS SAVOIR FAIRE FROM YOUR FILIPINO PARTNERSHIP.

  Customer Answer

  Date: 12/18/2023

  Order Krups Simply Brewed ********************** maker10 cups order ending in **** Amount $50.59 shipped to ***************************, ************************************************************** 

  Customer Answer

  Date: 12/18/2023

  I have given you all of the information I have.

  Business Response

  Date: 12/22/2023

  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 can see that our specialist team needs to verify your identity before we can consider your request for a refund or replacement. We may also request additional information before granting your request.
  
  Amazon takes all security-related matters very seriously and your account security is our top priority. We have policies and security measures in place to ensure that your personal information remains secure.
  
  Once submitted, our team will review and get back to you with an update on refund for the mentioned order.
  
  I have also forwarded a relative feedback to our business team regarding your experience and they will be reviewing this further.
  
  However, we won't be able to provide any further information apart from this.
  
  I hope this helps! Have a great week ahead!
  
  Regards,
  
  Vishal
  Amazon.com
  *****************************

  Customer Answer

  Date: 12/26/2023

  There is no further action needed as I will consider this loss as the cost of a ****** well learned. I will never again purchase from amazon as they have proven unreliable, greedy and useless.