Business Profile

Ecommerce

Amazon.com

Complaints

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

Customer Complaints Summary

58,652 total complaints in the last 3 years.
22,070 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:12/16/2023
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 a very frequent user of **********************. I use their store card so we can accumulate rewards. I received my most recent statement and had reached over $300 in reward money. I waited until evening and went to use my rewards and saw they had disappeared. I started chatting and calling. The Amazon people say its their *********** that have to do it. *************** say the Amazon prime people have to do it. I have now been on over 20 chats and had over 10 phone calls. And still every one says they cannot help. I dont know who else to talk to. The last person said they dont see a $300 credit anymore and I said to them I know this, thats the problem its gone. It is crazy. Please help me get my money!!!
Business Response
Date: 12/29/2023
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 BBB complaint and I understand your concern relating to your reward points.

Upon investigation we see that your card is successfully enrolled for shop with points with an available point balance which they you are eligible to spend. We do not have access to your points history.

We recommend you to please check your reward statement on the banking app. You'll be able to see all debits and credits in there.

Regards,

*****
Amazon.com
*****************************
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.
On November 28, 2023, I contacted the Amazon customer service (**) to help me change my preferred payment method as I'm encountering an error. After multiple try from different ** (without success), one of them suggested to cancel the order. Now, the issue is Black Friday price promotion ended, and the order that was being asked to be cancelled have the Black Friday promotion price ($150 off). They promised to refund the price difference of $150 after the item was delivered as the issue is on their side (not being able to update my preferred payment method). I even confirmed from a different ** the possibility of the $150 price difference refund, and they said yes. When the item got delivered and I was asking for refund, none of the ** is honoring the promise; and was kept on being tagged as price matching which is not.Attached here are:1. the invoice 2. screenshot (SS) that my item was delivered 3. SS with the ** asking me to just cancel and they will refund 4. SS with a ** confirming that the refund is possible 5. SS of my cancelled black friday order.6. SS of ** unable to issue the partial refund Now, I was instructed to just return the item for a full refund and re-order (as of now there is an ongoing sale for the same item at $150 off) but that is something I cannot do (returning the item) due to limitation of using freight forwarder.Desired settlement: To get the $150 partial refund that was promised.
Business Response
Date: 12/18/2023
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 #***-7359586-8254637 regarding refund for the price difference which was promised.

I see that the concern investigation team informed you regarding the incorrect information provided as we don't have option process the price difference.

As we can see the return on the item is created, you can return the item to get refund but as mentioned we don't have option to process the price difference and I'm sorry that the incorrect information provided to you by our agent.

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

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

Customer Answer
Date: 12/19/2023

Complaint: 21013401

I am rejecting this response because: I placed the order because of the information provided by not one but two of your representative, giving an incorrect information twice and calling it a day is not acceptable. Having the customer bear the consequence of the insufficiency of your customer service is beyond baffling. The issue stems from your system not being able to update my preferred payment method, then I was provided with that false promise of partial refund. I would not buy this item at this price if your CS provided this information that you don't do partial refund.
The option of returning the item is not even possible according to the multiple team leader CS I talked to because I was planning to have it picked up on an address different to where it was delivered since I used a forwarder for this order.
I sincerly hope for a possitive resolution on this.

Sincerely,

***********************
Initial Complaint
Date:12/15/2023
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.
Continued emails about retro charges. Item was returned WITH the other item in the return. It was for 2 items-the other item was marked as received on 11/20/23. The ** had for both items in the same box. This continues to happen and I'm not going to chat with Amazon for them to tell me it is fixed when they don't and really do charge me again on the 19th. Reverse the retro charge for the item you received on 11/20/23 for order number Order #: 114-6712573-9560214 for Premium **************** Sheet,3mm Thick...Thank you
Business Response
Date: 12/18/2023
Hello ****,

I'm Pratap 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 you received an e-mail notification indicating you were required to return the item 1 x MEARCOOH Premium **************** Sheet,3mm Thick.

To resolve this, I've removed the retro charge for this item, and we won't be charging you again for the item.

I've checked and confirm that the refund of $21.02 has been issued to your original payment method on November 4, 2023 and you have not been re-charged for this item.

Thank you for your patience and understanding.
Regards,
Pratap
Customer Answer
Date: 12/18/2023

Complaint: 21013133

I am rejecting this response because:

you have stated I wont be charged again-but you have not acknowledged at all that the item WAS RETURNED and received.
Please confirm that via the tracking information for the package!

Sincerely,

*******************
Business Response
Date: 12/21/2023
Hello ****,

I'm Pratap 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 you received an e-mail notification indicating you were required to return the item 1 x MEARCOOH Premium **************** Sheet,3mm Thick.

I've checked and confirm that we have received the item.

As informed earlier I've removed the retro charge for this item, and we won't be charging you again for the item.

The refund of $21.02 has been issued to your original payment method on November 4, 2023 and you have not been re-charged for this item.

Thank you for your patience and understanding.

Regards,
Pratap
Customer Answer
Date: 12/24/2023

Complaint: 21013133

I am rejecting this response because:
as usual-
i was still charged for the item on the 19th like usual. Even tho it was received and confirmed by Amazon. The tracking shows it received. Im so frustrated I keep getting money taken from this deceptive trap.

Sincerely,

*******************
Business Response
Date: 12/28/2023
Hello ****,

I'm Pratap 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 checked and confirm that we have received the item 1 x MEARCOOH Premium **************** Sheet,3mm Thick.

As informed earlier I've removed the retro charge for this item, and we won't be charging you again for the item

The refund of $21.02 has been issued to your original payment method on November 4, 2023 and you have not been re-charged for this item.

If you are still seeing the charge on your card, please help us with the order number and item name so we can research.

We look forward to hearing from you soon.
Regards,
Pratap
Customer Answer
Date: 01/04/2024
Here it the item-

it has already gone thru your removal or retro chargebe sure of course I was emailed threatening I would be charged. Yet none of the other 3 items in the SAME RETURN package had any issues? Ironic.
Customer Answer
Date: 01/08/2024
i JUST heard from Amazon yesterday and they asked the order number and they are trying to resolve the ADDITIONAL charges for the item in reference. Not sure how that is closed when the gentleman above is still communicated and said it was also sent to the BBB!
Customer Answer
Date: 01/24/2024
I believe that they resolved it.
Business Response
Date: 01/26/2024
Hello ****,

I'm Pratap 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 am so sorry to hear of the issue you have shared with us that you are getting re-charged for the returned items.

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

We look forward to hearing from you soon.

Please feel free to contact us directly by replying to ***********************************************.
Regards,
Pratap
Initial Complaint
Date:12/15/2023
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.
Please Reference Order Number 114-3714403-6393869 Amazon sent me the wrong item. I immediately returned it (on 11/12/23), but they have yet to refund my money! It has been over a month now and they have not processed my refund. I am demanding that my refund of $144.53 be issued immediately!
Business Response
Date: 12/18/2023
Hello ********,

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

I'm sorry to learn about the problem with refund on your order #***-3714403-6393869. It is certainly not what we expect our customers to go through.

In general , A refund will be provided after we process your return item at our facilities. It can take up to 30 days for us to receive and process your return. In certain circumstances refund time frames may be longer.

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

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

Upon reviewing the order details, I see that we have received the return and I have successfully issued a refund of $144.53 to your original payment method.

I would request you to wait for 3-5 business days for the refund to reflect on your card/bank account.

You can view details of the completed refund on your Amazon.com account:

**********************************************************************************.

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 ,

Srilaxmi
Amazon.com
***********************************
Customer Answer
Date: 12/18/2023

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:12/15/2023
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 proactively shipped a surgical leg pillow to my brother's house for an upcoming trip to Colorodo for his wedding. It is 100% necessary for me to sleep on this trip away from home. Upon arrival to ********, the pillow insert is deformed & lacks its appropriate shape, therefore not being usable AT ALL. I arrived to ** on 12/14/23, and called Amazon.com immediately that same day upon noticing the defective pillow. I was assured that they could get a pillow delivered on 12/15/23, which was already unacceptable given its necessity. I was agreeable though, understanding this was likely the best they could do. Bu UT THEN.. I checked tracking on the pillow on 12/15 & it says it will be arriving 12/16. I was also told that this is the original date that the shipment was for, therefore the ***************** I spoke with was 100% wrong in telling me arrival date of 12/15. I then on 12/15 spoke with 2 "supervisors" who offered no rectification & simply rudely apologized for the prior "miscommunication ". Amazon shouldnt sell medical necessities if they aren't capable of delivering them. I was offered ZERO compassion or understanding. I want to be contacted by this business & an explaination of this flat out lie. I want the initial phone call listened to from 12/14 prior to be contacted. Neither supervisor believed what I was saying nor was willing to listen to prior tape NOR escalate the situation further. They said they were the top level supervisor which is obviously not truth either.
Business Response
Date: 12/17/2023
Hello,

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

I am sorry for the inconvenience caused to you with your Amazon orders. I'd love to help, however, I wasn't able to find the orders.

I would request you to please write back with the order ids. You can look up your orders online through Your Account ***********************/your-account).

We appreciate your time and patience in these regards.

Please feel free to contact us directly by replying to *********************************************** if we can be of further assistance.
Regards,
*********
Customer Answer
Date: 12/17/2023

Complaint: 21012994

I am rejecting this response because I'm responding with requested order IDs.
Original order:
Order date
Nov 24, 2023
Order #
113-7698792-3021814
Order total
$47.01 (1 item)
Replacement order:
Order date
Dec 14, 2023
Order #
113-8714644-9884244
Order total
$0.00 (1 item)

Sincerely,

***********************
Business Response
Date: 12/20/2023
Hello,

I'm Prashanth from Amazon.com.

Thank you for writing back to ** with the order ID *******************.

I'm very sorry for the negative encounter you had with our **************************** It's our goal to provide exceptional customer service every time we're contacted and we fell short of that standard.

We'll make sure any misses are coached, as we continue to work hard at improving our customer service even more. We definitely want to make sure all of our customer service associates always assist you appropriately.

Upon review, we see the replacement shows as delivered on December 16. For the inconvenience caused, I've issued $10 gift card on account, you can use the same with your next orders on Amazon.

Thank you for your patience and understanding in this regard.

Regards,

*********
Customer Answer
Date: 12/21/2023

Complaint: 21012994

I am rejecting this response because:
I needed the surgical pillow WHILE I WAS IN ********, not a replacement delivered 12/16. I was intentionally deceived , being told it would be delivered the next day, also. I want a full refund of the pillow at the very least. Amazon should do much more than just that though. Listen to the phone calls I made to amazon, to hear how this was 100% me being lied too vs human error. This error ruined my entire trip to ********. Had I been told the FIRST time I called, it wouldnt have been delivered until 12/16, we wouldve found a medical supply store. Completely unacceptable

Sincerely,

***********************
Initial Complaint
Date:12/15/2023
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 a Bissell Crosswave Vacuum from Amazon.com during their Prime deals. The model I ordered had a steam mop feature which was the main reason I bought it. When I received the item I set it up and used it right away. While I was using it and going through the user manual I noticed the model I received did not have the steam feature. I had received the wrong model. I received the correct packaging but the incorrect model. I called customer service to let them know about this incident and the representative said my only option was to return the item for a full refund. I reminded her I had already used the vacuum before realizing it was the wrong model and she said it would not be a problem. Now, over a month later i still have not received a refund or any communication from Amazon. They received the item back on October 24th and still have not issued my refund. When I called customer service they informed me my return was flagged for suspicious activity and will not return my money unless I submit sensitive identifying information through an online system. I do not feel comfortable doing this. I feel I had clear communication with Amazon on the situation and should have received my refund in a timely manner. This is an expensive vacuum and them holding the funds for an item already back in their possession is not fair.
Business Response
Date: 12/17/2023
Hello *****,

I'm Sahitya 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 114-5451198-7499415.

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.

Rest assured we have policies and security measures in place to ensure that your personal information remains secure.

Please submit your ID from link sent to your email address on December 15, 2023. 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,

Sahitya
Amazon.com

*****************************
Initial Complaint
Date:12/15/2023
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.
Hi, On 12/2/23 I purchased a New Pilates Reformer for $1,240.92. This New items parts are damaged in the following ways; large quantity of metal bent, railing with metal gauged out, various metallic surfaces rusting, damage to wood surfaces, etc. I contacted the seller, whom proceeded to lie about no longer being the seller.. so they cant help me. When I instead requested replacement parts they have repeatedly sent me the same message, ignoring my request only to say they cant send more than 4 replacement parts. I then contacted Amazon, whom is not willing to help unless I provide them a government ID. Multiple representatives have requested this from me in order to allow me to return the item and get a refund. Please note, I never asked them to return the item or for a refund. Amazon has otherwise refused to help me and is displaying fraudulent and abusive customer service.
Business Response
Date: 12/19/2023
Hello Will,

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 complaint and I'm sorry to know about the condition in which the item was received.
On checking, I see the order was shipped and sold by seller, Spreetail and customer service is offered by **********************. Unfortunately we're unable to replace the damaged item, however you can return the item for refund. You can visit the online returns center to create label to return. If you've any trouble with return, please contact Amazon customer support.
Further, I understand that our concern team requested you to share the ** proof. 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.
I hope this helps. Please feel free to contact us directly by replying to *********************************************** if we can be of further assistance.

Regards,

*******
Amazon.com
***********************************
Initial Complaint
Date:12/15/2023
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Amazon is not refunding me!! they confirmed they receive my items however they are requesting outrageous private information from me like my personal identficiation, they told me on a chat that it does not matter if they received it that they won't give me my money back without an ID, this Is insane.
Business Response
Date: 12/20/2023
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 are sorry to hear about return and refund on your account.

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

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

We look forward to seeing you again soon.

Regards,
*****
*****************************
Customer Answer
Date: 01/02/2024
THIS IS A DISPUTE IN WHICH I DO NOT FEEL COMFORTABLE SHARING MY PERSONAL GOVERNMENT ISSUED ID. AMERICANS HAVE A RIGHT TO PRIVACY, SOMEONE FROM AMAZON REACHED OUT TO ME STATING THEY ARE HOLDING MY MONEY UNLESS I COMPLY WITH THEIR WISHES. THIS IS NOT LEGAL TO DO SO, I WOULD LIKE MY MONEY REFUNDED AGAIN! AND NO MORE REQUESTS FOR MY PRIVATE DATA. THERE ARE CLASS ACTION LAWSUITS GOING ON BECAUSE OF THIS SAME ISSUE! Amazon is not refunding me!! they confirmed they receive my items however they are requesting outrageous private information from me like my personal identficiation, it is multiple charges on items they confirmed they have in their possession Is it legal for Amazon to accept a returned product and keep the money? Shouldn't Amazon be obligated to disclose any refund requirements to customers before the purchase transaction? What abnormal activity have they noticed? they are even charging me for items I have emails confirming they have received. it is two separate orders. I will be disputing it on my credit card if there is no resolution. it is for pony dance curtains and for mermaid kids decor for a party I have 5 charges. this is not right. I feel I am being profiled. order number 1 is 112-3019473-8627406 the other one with pony dance curtains is 112-5791688-2018608 it should be noted I read all of amazons return policy it does not state one must share their personal information. I would like their billing error removed asap my money refunded and no more emails about personal information. I see nationwide this is an issue and people are leaving amazon for this reason
Customer Answer
Date: 01/02/2024
THIS IS A DISPUTE IN WHICH I DO NOT FEEL COMFORTABLE SHARING MY PERSONAL GOVERNMENT ISSUED ID. AMERICANS HAVE A RIGHT TO PRIVACY, SOMEONE FROM AMAZON REACHED OUT TO ME STATING THEY ARE HOLDING MY MONEY UNLESS I COMPLY WITH THEIR WISHES. THIS IS NOT LEGAL TO DO SO, I WOULD LIKE MY MONEY REFUNDED AGAIN! AND NO MORE REQUESTS FOR MY PRIVATE DATA. THERE ARE CLASS ACTION LAWSUITS GOING ON BECAUSE OF THIS SAME ISSUE!
Business Response
Date: 01/08/2024
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.

Firstly, I thank you for providing the order details. I've reviewed the details of the order and see that the below items from the order #***-3019473-8627406 were never received though refunded and you have been retro charged for the refunded amount(s).

- 1 x 18 Pieces Mermaid Tail Balloons and Shell Balloons Aluminum Foil Balloons Aluminum Foil Balloons Mermaid Theme Party Supplies for Wedding Birthday Decorations, 5 Colors

- 1 x 2pcs 3ft x 8.3ft Shiny Corlorful Metallic Tinsel Foil Fringe Curtains Photo Booth Props for Engagement Bridal Shower Bachelorette Baby Shower Bachelorette Holiday Celebration Party Decorations

- 1 x **************;Mermaid Themed Foil Fringe Curtains, Mermaid Birthday Decorations, 2 Pack of 3.3x6.6 ft Blue Purple and Fuchsia Shell Shape Tinsel Photo Booth Prop, Streamer Backdrop for Under The Sea Party

Also, the below items were never received from your return of the order #***-5791688-2018608.

- 2 x PONY DANCE Living Room Curtains - Gray Curtains with White ***** Overlay Light Block for Living Room/Bedroom/Dining Room, 52 x 84 inches, Silver Grey, 2 PCs

Further, I truly understand your hesitation with regard to submitting your government issued ID for verification, and your frustration with the current situation.

I appreciate the amount of time you have been by our side, which is why, if there was an alternate way available for you to receive a refund, I would have done it for you. Unfortunately, in this case, there is not. This is primarily for the trust you have placed in us to maintain the safety and security of your account.

Because we noticed unusual refund 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 request your understanding and co-operation with the verification. I will also put this forward to the relevant stakeholders, so that they are aware of your experience and the impact this has had.

Thank you for your understanding and co-operation. Have a great rest of the day!
Regards,

****** K
Amazon.com
*****************************
Initial Complaint
Date:12/15/2023
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 Duracell batteries 16 ct on 11-27-23. I received the package and realized I ordered the wrong item so i started a return. I dropped it off to Kohls on 11-30-23 and was suppose to receive a refund within 2 to 3 hours or dropping this off. I never received my return and after a few days i get a message update that insurance refund insurance failed and to contact customer service. I have done just that. Spoke with multiple agents and each one told me something completely different. I was told several time that I would have my refund within a few days and each time the refund never came. I told them I would like the refund amount ($22) to be added to my amazon account as the method I used to place my order was a single use afterpay card and one you use this it no longer is able to be used for anything and was told they could not refund it to my amazon account and it had to go back to how i paid. I finally spoke with someone else who then proceeded to tell me that I had to upload my Id card (they never told me i needed to do this over a 2 week and 5+ hours on the phone with them. (I dont not feel comfortable doing this) I did try.. by using my phone, my boyfriends phone and my laptop and each time (40+ times) and it amazon cannot reach my camera, which I checked all permissions, closed out all apps and even rebooted the device to no avail. So now because I cannot upload my Id they are unable to process my refund. I did everything I was suppose to do according to their online review of return polices on their site. When I spoke with the customer service management I was told that as on 11-7-23 that their polices have changed and now they require id to be uploaded to verify your account for every return. ** never received an email regarding this nor have I been able to locate this on their website. I just want my return as I am using that to purchase a Christmas gift. It is not ***** and still no refund in sight.ORDER # ***-2075792-5268219
Business Response
Date: 12/27/2023
Hello Kayla,

I'm Sahitya 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 sincerely apologize for the inconvenience caused with order.

I've reviewed the order and see a full refund of $14.01 was processed to your account gift card balance on December 21, 2023. We have sent you an email confirming the refund details on Thursday, December 21, 2023 at 4:52 AM (PST)

Here's the breakdown of your refund for this item:
Item Refund: $13.22
Item Tax Refund: $0.79

Refund mode: Gift Card: $14.01

You can view your balance and activity here:

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

You can view details of the completed refund on your Amazon.com account:

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

Thank you for your understanding. Have a great rest of the day!

Regards,

Sahitya
Amazon.com

*****************************
Initial Complaint
Date:12/15/2023
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 writing to express my deep concern and frustration regarding the unjust removal of my product listings despite receiving confirmation emails assuring compliance with Amazon policies.During the recent Black Friday sale, several of my listings were removed without valid reasons, causing significant disruption to my business operations. I have diligently raised over nine case logs, each time receiving responses that seem automated and fail to address the root cause of the issue.Furthermore, the Account Health team has verbally accused me of acknowledging a violation, a claim I vehemently reject. I highly suggest to listen to Dec15th my conversation with account health team!!It is disheartening to note that every other day, one listing gets activated only to be deactivated the next day. The inconsistency between the emails I receive and the information presented in Seller Central adds to the confusion and uncertainty surrounding the status of my listings. reading case logs and what has been happening sounds like a joke and how Amazon has treated my business and my brand reputation without any proper escalation process.This situation not only hampers my business operations but also places all my inventory at risk of removal. The lack of clear communication and resolution is undermining the trust I have placed in the Amazon platform.I request urgent attention to this matter and a thorough investigation into case logs. I am seeking to discuss this matter with high level management as I cannot explain all on-going issues in few lines of complaint, in additional my time is very valuable hence don't reply with copy/paste some of copilot responses to my case logs as most of them are pointless. I am talking to account Health team as I am writing this complaint, it looks like Amazon tricks sellers by providing different appeal process for sellers which is unfair and needs to be publicized how unfairly you treat seller's businesses
Business Response
Date: 12/18/2023
Greetings from amazon.com,
After reviewing the seller's information, the located account using the email ******************* does not have any ASIN listed in the inventory.
Please request the seller the main email address of the account in question for further assistance.
Thanks
Customer Answer
Date: 12/19/2023
Hello , can you send following notes to business amazon.com as business reviewer didn't check attached screenshots.
Thank you for addressing the complaint against your business on Amazon.com.
In the attached screenshots, the ASINs are provided for your attention. I am anticipating a more thorough review of my complaint. Kindly reach out to me directly via the provided email, as our response options through BBB are limited. Account is associated with ************************* ASINs (B0CHXQQRRT, B0CH9L42XQ). This complaint is regarding of removing my listing along lost of inventory due to incorrectly identifying my listing as weighted blanket and tagged available inventory as defective.
Your inadequate responses to all my case logs not only contribute to seller frustration but also impact my brand and business profits.Clarifying your business decisions regarding issue resolution and offering compensation for the damages to my business would be greatly expected. I am prepared to share detailed case logs highlighting how GenAI responded similarly across all nine cases. Additionally, your customer service phone number seems to disable any form of escalation or assistance. All I've been told is that Amazon is investigating but I never received any escalation, yet my listings have been active/inactive more than twice in the past few weeks.
I want to emphasize that I never intended or agreed to acknowledge any violation in my listings. Amazon's process, as currently set up, appears to exploit sellers and their listings by requesting to submit appeal. While I selected the mandatory options to submit an appeal, your Account Health team incorrectly accused me of acknowledging the violation and proved unresponsive to my requests.
I hope you acknowledge my disagreement with Amazon's accusation and work towards a solution to prevent further damage to my brand and business.
Customer Answer
Date: 12/20/2023
Please keep this complaint open , I tried to call office to follow up but BBB office is close till Jan 3rd ****
Business Response
Date: 12/21/2023
Greetings from Amazon.com

Thanks for reaching out to us. We recognize how crucial it is for their business to get all questions answered.

Please inform the Selling Partner that we were not able to identify any prior contact with our frontline support team, they must initiate an investigation request by using the link below:

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

Furthermore, the ASINs B0CHXQQRRT, B0CH9L42XQ are not inactive or flagged as defective inventory:

FBA Inventory

B0CHXQQRRT - Unfulfillable Inventory
Total: 1
Warehouse Damaged: 0
Customer Damaged: 0
Carrier Damaged: 0
Distributor Damaged: 0
Defective: 1 (out of the 113 units)
Expired: 0

B0CH9L42XQ - Unfulfillable Inventory
Total: 0
Warehouse Damaged: 0
Customer Damaged: 0
Carrier Damaged: 0
Distributor Damaged: 0
Defective: 0
Expired: 0

We do suggest the selling partner to contact the frontline support team and be specific as to what their request is. Our Selling Partner Support team is available to offer all selling partners dedicated technical support and should be the first point of contact for addressing any questions or concerns related to their Amazon Selling Account.

Therefore, we regret that the resolution offered is not what they have hoped for; however, please be assured that we have worked with several internal teams to obtain the proper resolution after the necessary investigation was completed.

Regards,
Customer Answer
Date: 12/22/2023

Complaint: 21012595

I am rejecting this response because:
Of course listing got activated after a month back and forth between me and customer service and finally with raising this complaint, it looks like raise a BBB complaint is escalation with your firm!
These cases should not be considered closed until Amazon provides the reason for removing my listings, which is adversely affecting both my business and brand reputation specially during peak sale. I am actively seeking escalation and a call with the escalation team to address this matter.
In addition I am looking for compensation for business damage to my brand and missing inventory " it worth to mention still some of my inventory missing and Amazon related team keep giving me random unrelated answers, ". I suggest you read Amazon delay policy and exclusion like your team had provided, before telling me I delivered my product with delay, I submitted proves for delay caused by USA custom and certified carrier.
I understand you have thousand complains to answer due to frustrating customer service and unproperly provided solutions to seller which has ripped off sellers 's hope and investment, given that I am expecting clear answer from your business on why my listings were removed and why my cases never escalated. I really suggest you listing to phone calls I had to find terrible responses to my calls.
These cases should not be considered closed until Amazon provides the reason for removing my listing, which is adversely affecting both my business and brand reputation specially during peak sale. I am actively seeking escalation and a call with the escalation team to address this matter.

I'll be out of town for a week, these cases along this BBB complaint should not be close during my absent.
14486285241
14449841961
14449774071
***********
***********
14395226231
***********
***********
14381503451
14368994841
14368758361
14368565121
14362264251
14362127161
14362220961
14362293341

Sincerely,

***************************
Business Response
Date: 12/28/2023
Greetings from Amazon.com,
Thank you for reaching out to us.
We have investigated the issue with ASINs B0CHXQQRRT, B0CH9L42XQ, and found that they are currently active and available for sale.
Regarding the previous suppression of these ASINs, we identified them as weighted blankets making prohibited medical marketing claims. Products making such claims cannot be legally marketed without prior *** review and approval. Amazon policy prohibits the listing or sale of any products not cleared or approved by the *** for over-the-counter use.For selling partner's reference, they can find relevant policies on the Medical Devices and Accessories Seller Help Page: *********************************************************************************************************************************************. Additional resources can be found here: ********************************************************************************************************
After further investigation by the concerned team under Case ID: ***********, the ASINs were deemed compliant and reinstated for sale. Unfortunately, we will not be able to offer any compensation as no units were disposed of at our fulfillment center and the ASINs have been reinstated already for sale.
Therefore, we regret that the resolution offered is not what they have hoped for. However, please be assured that we have worked with several internal teams to obtain the proper resolution after the necessary investigation was completed.
Thanks
Customer Answer
Date: 12/28/2023

Complaint: 21012595

I am rejecting this response because:
It is glaringly evident that my listing was reactivated as soon as I raised this complaint, and my case logs unequivocally illustrate Amazon's lack of concern for my business. Despite multiple requests, there has been no response regarding why my case logs were not escalated nor activated my listings. I am more than willing to share screenshots of all nine case logs if needed. It's evident to everyone in our vast world that when nine case logs respond exactly the same, without missing a space, it indicates a response generated by a machine, not a human.
From the outset, I consistently asserted in all my case logs that my product has no relation to a weighted blanket. Unfortunately, this crucial information was not acknowledged by your support team until I initiated this complaint.
It appears that your investigation is either not entirely accurate or, for some reason, you are hesitant to share its findings. Some of my new inventory was rejected upon arrival, as the listing was removed simultaneously with tagged them as defective. **********************21 to your attention these cases are still in Pending Amazon action, how did you come with your last conclusion when cases are still in pending with missing inventory ??I spent nearly two hours on a call with a representative to ensure he contacted all fulfillment centers to remove the defective tag from my unfulfillable inventory to reactivate the inventory. I also reached out to RH, "Amazon ********************* representative to request internal escalation for this matter but received no response in addressing my concern.
To insist your incomplete investigation, I seek clarification on two points: Firstly, why was ASIN B0CH9L42XQ activated and then inactivated again? If Amazon investigation had concluded, why was it removed again, and why did your support team ignore my escalation and activation of the same listing? Secondly, why do both ASINs in the same category same product, with the same context, have different Amazon fees -$16.26 for B0CHXQQRRT and $21.59 for B0CH9L42XQ?
We invested our time rectifying mistakes caused by untrained machine learning and careless responses. We want to underscore how your firm damaged our brand and sales during a peak time by mistakenly removing my listing. Therefore, we are seeking compensation for the repercussions on our business, including missing inventory and damage to our brand and sales.

Sincerely,

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

I understand the Selling Partner would like to know why the **** B0CH9L42XQ was deactivated and then reactivated, and why the fees on the ****s B0CHXQQRRT and B0CH9L42XQ are different.

We are not able to reveal details of our investigations, but I can see the **** B0CH9L42XQ is now active and Selling Partner is able to sell the **** B0CH9L42XQ.

Regarding the *** fees, I suggest the Selling Partner to contact Selling Partner Support to update weight and dimensions:
********************************************************
Customer Answer
Date: 01/18/2024

Complaint: 21012595

I am rejecting this response because:
I recommend dedicating time to investigate this complaint as my time, business brand, and reputation are highly valuable. I raised case number *********** on Jan 8th, and it's still pending in Amazon. The fees have been steadily increasing, and I have received Copilot responses to my case. I have full access to my account, so I am not requesting information that is not visible to me. There is no confidential information being sought that cannot be shared.
It seems that the inconvenience and damage to my business have been ignored, and the issue has only been partially fixed since I raised this complaint. I would like to understand how you plan to refund the extra fees taken from my sale and address the damages to my inventory and arrival inventory that were rejected.
for your reference I attached screenshots

Sincerely,

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

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