Business Profile

Ecommerce

Amazon.com

Headquarters

Complaints

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

Customer Complaints Summary

59,539 total complaints in the last 3 years.
21,484 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:12/15/2023
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 hasnt refund me for this return which has been received by their ************************. Theyre requesting my identification in a separate email and Im not submitting my personal information to a random email. Order date Oct 30, 2023 Order #***-1676892-1473038 Order total $147.52 (1 item)Return Details Return received We will process your refund in 2-3 days. Once your refund is processed, it can take 2-3 business days for the refund appear in your bank account or credit card statement. ** 29WP60G-B UltraWide Monitor 29" 21:9 FHD (**** x ****) IPS $136.59 Qty: 1 Sold By: Amazon.com Services LLC
Business Response
Date: 01/23/2024
Hello,

I am ***** from Amazon account service team. I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB.
We received your email regarding your order 112-1676892-1473038.We have researched this matter and confirmed that the dispute in question has been resolved in your favor.
If you need more information about the dispute or the credit card refund, please contact your card issuer.

Please feel free to contact us directly by replying to *********************************************** if we can be of further assistance.

*****
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 Order: 114-8668827-5889812 Defective speaker arrived from Amazon refurbished warehouse missing items. ******* returned immediately so I could order another for this weekend and have been getting the runaround from 10+ reps about my refund. Didn't even want a refund just replacement with the correct item. Chat now asking for my personal information to process refund. Item has been sitting back at Amazon warehouse for almost 2 weeks. They have my money and their item and refuse to complete refund. Very poor business practices! I have almost 400 orders from Amazon this year alone! COMPLETELY UNACCEPTABLE!
Business Response
Date: 12/18/2023
Hello ************;Power,

I'm Arun 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 return refund and ID verification.

I apologize for the inconvenience.

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.

Also, 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/investigate and get back to you with a update on refund for the mentioned order.

Unfortunately, we'll not be able to take any action on it without the verification is done by the team.

However, I'll surely take this as a feedback from you and will forward it to the team for further review on it.

If there was any other alternative, we would have surely helped.

I appreciate your understanding in this matter.

Regards,

Arun
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 purchased a ******* galaxy A12 from Amazon and never received my product. Product was cancelled when I called to get my refund I was told I would receive it on12.14.23...it is now 12.14.23. I called them back today and was on the phone for 1.5 hrs and no resolution for my refund. I end up cancelling my prime with them and now I am reporting them.
Business Response
Date: 12/18/2023
Hello Shan,

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 the item that you didn't received and the unpleasant experience when you contacted our customer ******************** team. It is certainly not what we expect our customers to go through.

Please rest assured that previous conversations will be reviewed and if your query wasn't handled efficiently, our colleague will be coached accordingly.

Upon reviewing the order details, I can confirm that a refund of $115.01 was issued to original payment method on December 15, 2023.

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 business and hope to have the opportunity to serve you again in the future as a Prime member.

Thank you for 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
***********************************
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.
Received a damaged item from Amazon. Trying to return for refund, but they keep asking me to verify my identity by uploading my driver's license. They said they would refund after 3 days of receipt of the *** I did that over a week ago, and they keep telling me to wait another 3 days. The fact that I had to upload my ID in the first place is ludicrous. The item was ordered by me, shipped to me, and paid for with my Amazon account. I have sent pictures of the damaged item, but that hasn't helped. I've been left on hold on the phone with ******* never returning to the call, I'm sent multiple emails daily asking me to upload my ID again, and all for a damaged $10 purchase. I just want my refund!
Business Response
Date: 12/21/2023
Hello *******,

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

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

I've checked and see that we've issued a refund of $10.64 to your gift card balance account.

You can view your balance and activity here:

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

I've forwarded your feedback to our appropriate team. Your comments and suggestions will help us improve our store and offer better service to our customers.

Please feel free to contact us directly by replying to bbb@@amazon.com if we can be of further assistance.

Regards,

*********************** A.
Initial Complaint
Date:12/15/2023
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I bought and received a iPad mini from Amazon, but I received a wrong size, bought 256GB but received 64GB. I had contacted Amazon over 10 times and uploaded my ID twice. But they keep saying I need to upload my ID. And the customer service is inpatient and rude
Business Response
Date: 12/19/2023
Hello Yumeng Sun,

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 see that you've contacted about refund for item returned in Order ending with 4634.
Thank you for uploading your ID.

I see that our team is still investigating/reviewing your submission. It can take up to 3 business day for us to finish our investigation.

Please contact us again after 3 business days of submission to the customer support team for an update on its date. After that date, we'll be able to share the outcome of the investigation and if we need to take additional actions.

Thanks for your understanding.
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.
I placed an order at Amazon.com on November 20th, 2023 containing 5 items.The order number is ORDER # ***-3330928-6703436. On December 9th, 2023, I wanted to cancel one of the items on the order (MSI PRO Z790-A), The item had not shipped yet and no payment was taken yet. I contacted Amazon **************** and spoke to an agent called *****. I explained my problem and he informed me that the order is cancelled. A few hours later, the order started shipping and a pending charge popped up on my card. I contacted customer service again. They tried cancelling and failed, I decided to wait until the item had shipped before contacting them again.Once the item had shipped, I contacted support and asked if there was anything that could be done. A customer service agent named ** told me that once I received an item, I could contact customer service again to get a refund WITHOUT needing to return the item.In the meantime, I discovered that another item on the order was faulty (Razer Hanbo Chroma)December 15th 2023, I received the item and contacted **************** about the refund and they told me that they can't issue a refund without me returning the item.. So they generated a return label for me. The refund on receipt email I received showed $209.99 instead of $236.01, the amount they charged me. I was also issued a refund on receipt label for the ***********. I have since received emails from Amazon saying that they detected unusual activity on my account and asking me to send in pictures of my ID for "verification" or I would not get my refund. Amazon has lied to me twice now, once saying that the order was cancelled successfully, then telling me that they would give me the refund once I receive the item.To be clear I am only looking for a refund of $593.38, which is the total of both items (236.01+357.37), WITHOUT needing to give out sensitive information like a picture of my ID.
Customer Answer
Date: 12/17/2023
Hello,
I've noticed that the Complaint Details (cont.) section of this complaint has several fields that say "None Provided". I don't think there was a place for me to fill them in when I made my initial complaint. I will add some details here for someone to fill in if possible.
Date Problem Occurred: 15th December 2023
Date Complained: 15th December 2023
Purchase Date: 20th November 2023
Product/Service: "Razer Hanbo Chroma RGB All-In-One Liquid Cooler aRGB Pump Cap: Ultimate AIO Design" AND "MSI PRO Z790-A WiFi ProSeries Motherboard "
Order #: ORDER # 114-3330928-6703436
Purchase Price: $236.01 and $357.37 (Total $593.38)
Disputed Amount: $593.38 ($1,783.31 is the total amount of all 5 items in the order, I am only disputing 2 of the items)
I hope someone is able to fill in the above details.
Kind regards,
*******************
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 your order and unpleasant experience when you contacted our customer ******************** team. It is certainly not what we expect our customers to go through.

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

I understand that you're unhappy about the document verification involved in the process of issuing a refund for certain orders.

Protecting your privacy and the security of your data is and has always been a top priority for us. This may include All Documents being disclosed to Amazon's third-party service providers for the purposes of evaluating your claims and validating your identity for fraud and abuse prevention.

Please be assured that all details provided are secure. You can review our Privacy Notice by clicking on the below:

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

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

We appreciate your patience and understanding.

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: 12/19/2023

Complaint: 21011537

I am rejecting this response because:

I have just brought the items to a DHL office to return them and they have instructed me to contact Amazon for a waybill shipping label. They say that without this, I would have to pay for shipping which comes up to roughly $188.00 for the *** PRO Z790-A and $280.00 for the Razer Hanbo Chroma RGB with todays exchange rate. I can't afford this. According to the courier, Amazon has only issued me a return label, which means unless I obtain a waybill document, I would have to shoulder the cost of shipping.

The *** PRO Z790-A was supposed to have been cancelled before it was shipped, I did this through the customer service chat, you can view the chat history of the agent telling me that the item had been cancelled. When it started shipping, I have reached out multiple times to stop the item from shipping from the US to ******** to no avail.

The Razer Hanbo Chroma RGB is faulty.

I have explained this multiple times through several channels. These are problems that are clearly caused by the incompetence of Amazon's customer support team and quality control team. Why am I being made to pay for mistakes that are not my fault?

Please provide me with a waybill document. I can provide additional shipping information if required. There are *** and DHL offices available near me. I can't afford to shoulder $450 in shipping to return an item that I was assured was cancelled and another that is faulty.

Sincerely,

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

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

I'm sorry to learn about the problem with the returns and unpleasant experience when you contacted our customer ******************** team. It is certainly not what we expect our customers to go through.

Please rest assured that previous conversations will be reviewed and if your query wasn't handled efficiently, our colleague will be coached accordingly.

To help you with this issue , I have sent you DHL prepaid return labels through email for the 2 items mentioned.

You can return the packed items through DHL without any additional shipping fee.

Once the item is returned, it can take up to 30 days to process the return and issue a refund.

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

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

We apologize for any inconvenience this has caused.

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: 12/21/2023

Complaint: 21011537

I am rejecting this response because:
Hello ********,
Thank you for providing me with drop off documents, I will be dropping off the items tomorrow.
However, I would like to state that in the email I received about the refund for the "MSI PRO Z790-A WiFi ProSeries Motherboard (Supports 12th/13th Gen ***** Processors, LGA ****, DDR5, PCIe 5.0, M.2, 2.5Gbps LAN, USB 3.2 Gen2, Wi-Fi 6E, ATX)" is incorrect.
The amount that was charged on my card is $236.01. The estimated refund amount stated in the email is $189.99. This is a discrepancy of $46.02.
I once again stress that this item was supposed to have been cancelled BEFORE it was shipped, and it shipped anyways. I will only accept being refunded the full amount that was charged on my card.
I have attached a side by side screenshot of the email as well as the charges that are associated with the order, with an indication of the charge relating to the item. This information is also available on the invoice I was issued for the order.
Sincerely,

*******************
Business Response
Date: 12/28/2023
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.

Im sorry to learn about the discrepancy in the refund amount. It is certainly not what we expect our customers to go through.

I have reviewed the details and I have sent you a DHL prepaid return label through email with correct refund amount.

Once the item is returned, it can take up to 30 days to process the return and issue a refund to your original payment method.

Once again, we apologize for the inconvenience and frustration this situation has caused you.

We appreciate your patience and understanding.

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

Regards ,

Srilaxmi
Amazon.com
***********************************
Initial Complaint
Date:12/15/2023
Type:Customer Service 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 says free returns. I live 60 miles away from a *** store. This isn't free returns. I called customer service but she said there was nothing she could do.At the very least, Amazon should say this on the merchandise they sell so you will know how much it will cost to return something.
Business Response
Date: 12/19/2023
Hello ******,

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

I understand your concern regarding free 30 day return policy.

Items shipped from Amazon.com, including Amazon Warehouse, can be returned within 30 days of delivery.

However, based on some other criteria like the nature of the item, the return method you choose and the seller of the item, returns are charged.

For more details about the return shipping costs, kindly visit the below link:
************************************************************************************

For more information on returns to third party sellers, please check the below link:
************************************************************************************************************

For all other returns related information, please click on the below link:
************************************************************************************

Thank you for your understanding. We hope to see you again soon.

Regards,

Himaja
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 have 2 issues:1. Received Order date Nov 8, 2023 Order #***-9395840-7936251 Order total $135.99 (3 items)The items were sent back on November 14, Amazon refusing to refund and requesting outrageous private information.2. Order date Dec 12, 2023 Order #***-4517727-2041832 Order total $148.00 (1 item)Received a wrong item and contacted Als on customer service. ********************** refuses to refund and asking for private information
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 apologize for the inconvenience that you've experienced in this case.

I've reviewed the complaint and understand your concern regarding the refund for items that you've returned.

I've checked and see that our specialist team needs to verify your identity before we can consider your request for a refund.

Because we noticed abnormal activity on your account, we need to verify your identity before considering your request for a refund. We may also request additional information before granting your request.

Amazon takes all security-related matters very seriously and your account security is our top priority.

Please submit your ID from link sent to your email address on December 14, 2023. Once you have submitted your information through the secure customer portal, it will take us 3 business days to determine an outcome. After this time, you can contact us to learn the outcome of the investigation.

Thank you for your understanding.
Please feel free to contact us directly by replying to *********************************************** if we can be of further assistance.

Regards,

*********************** A.
Customer Answer
Date: 01/02/2024
I believe its outrageous for the business to request a private information like this. The item has already been returned and they have charged the credit card without verifying my identity, so they should be able to return it the same way.
Customer Answer
Date: 01/09/2024
I would like to reopen this complaint. I dont believe the business can request the sensitive information especially if they are already got paid via credit card for the products that they received back
Customer Answer
Date: 01/09/2024
I would like to reopen this complaint. I dont believe the business can request the sensitive information especially if they are already got paid via credit card for the products that they received back
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.
Dear BBB,I hope this message finds you well. I am reaching out to you regarding a critical matter we are currently facing with one of our product listings on Amazon (ASIN: BOCKN8FH1R), and I am seeking your assistance in resolving this issue. Despite our best efforts to address the situation through regular channels, we have encountered difficulties in having our appeal considered for the reinstatement of a blocked listing.Problem Overview:Despite the correct items being shipped, we acknowledge inaccuracies in the compatibility information within the product description, leading to customer dissatisfaction. Immediate actions have been taken to rectify the situation, as outlined in our Plan of Action (POA). We have diligently provided all the information requested in the initial notifications, including the invoice (977-83-617) and a screenshot proving that we corrected the mistake in the product description (screenshot_5). We also submitted the **** Nothing more has been requested by Amazon (screenshot_4).Amazon refused to accept our documents, indicating that they could not verify our supplier.I would like to bring to your attention that in the past, I received notifications regarding similar violations on this same account (ASIN **********, ASIN B0946JC1JS, ASIN: B0BCC8LPBC). Amazon accepted the justifications I presented, verified the same supplier, and removed the violations (screenshot_1, screenshot_2, screenshot_3).We appreciate your attention to this matter and are confident that, with your intervention, we can resolve this issue promptly. Thank you for your time and consideration.Best regards.
Customer Answer
Date: 12/18/2023
Dear BBB,

I hope this message finds you well. I am writing to express my concern about the recent denial of my complaint.

The
previous complaint (********) which was addressed earlier, pertained to
a different matter and was related to a different ASIN. This violation
has since been resolved by Amazon, and the issue is no longer
applicable.

The current complaint (********), however, is
centered around Amazon's refusal to accept the documents requested by
them. These documents were diligently provided in response to their
specific requirements. It is crucial to note that the nature and grounds
of this complaint are entirely different from the one filed earlier.

The
core of my concern lies in the fact that Amazon is not acknowledging
the documents submitted, hindering the resolution process. These
documents were requested by Amazon themselves, and their rejection is
both unexpected and unwarranted.

So, the current complaint is unjustifiably rejected; I request it to be accepted and forwarded to Amazon for resolution.
Your prompt review and reconsideration are highly appreciated.

Best regards.
Business Response
Date: 12/22/2023
Hello,
We have reviewed this sellers account and require more information to complete our review. Please note that with seller ID: ************ we were unable to trace ASIN: BOCKN8FH1R that is mentioned in the complaint ID.
Sincerely,
********************* and Prevention (EMP)
Trustworthy Shopping Experience

Customer Answer
Date: 12/23/2023

Complaint: 21011327

I am rejecting this response because: This Asin is on my account, please note that I sell in the ******** market.

Sincerely,

****************
Business Response
Date: 12/30/2023
Hello,

We received seller's submission for ASIN: B0BX3PSX73 but do not have sufficient information to reactivate their listings as the documents provided by seller doesn't pass our review.
Sincerely,
Seller Performance Team.
Customer Answer
Date: 01/02/2024

Complaint: 21011327

I am rejecting this response because: This is an incorrect asin. In my first message I wrote that I was reaching out regarding a critical matter we are currently facing with one of our product listings on Amazon (ASIN: BOCKN8FH1R). Accordingly, I am interested in asin BOCKN8FH1R, not asin B0BX3PSX73.

Sincerely,

****************
Business Response
Date: 01/08/2024
Hello,
The email address through which this complaint was raised, ******************* is associated with an Amazon account registered in the Amazon ****** store.

We recommend that the seller sends information about this complaint to Amazon through the channels offered to the seller via email or through the sellers Account Health Dashboard in Seller Central.
Thanks,

The Amazon Seller Performance Team
Customer Answer
Date: 01/08/2024

Complaint: 21011327

I am rejecting this response because:We have not received any emails with instructions regarding how to eliminate the violation. Please send a correct letter with clear instructions or remove the violation, because all documents were duly provided.

Sincerely,

****************
Business Response
Date: 01/10/2024
Hello,
The email address through which this complaint was raised, ****************** is associated with an Amazon account registered in the Amazon ****** store.

We recommend that the seller sends information about this complaint to Amazon through the channels offered to the seller via email or through the sellers Account Health Dashboard in Seller Central.
Thanks,

The Amazon Seller Performance Team
Customer Answer
Date: 01/11/2024

Complaint: 21011327

I am rejecting this response because: I have not received any letters regarding the problematic issue regarding this asin BOCKN8FH1R.

Sincerely,

****************
Initial Complaint
Date:12/15/2023
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.
My wife, ****, and I are Amazon Prime members. On 11/12/23, We ordered an item advertised as new, with free prime shipping and returns (order 114-3163713-6739461). The item was defective (Amazon clearly bought quality control rejects and were selling them at a discount) and returned soon after it was received (11/15/23). After a period of processing, Amazon is now claiming abnormal activity and refusing to refund unless we go through a dispute process. The item was processed at *** with tracking number 1ZFX05609012888681. The package arrived and was processed.
Business Response
Date: 12/18/2023
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'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,
****************
Customer Answer
Date: 12/19/2023

Complaint: 21011319

I am rejecting this response because:
This practice is unfair. My wife, the primary account holder, went through the ** process and no refund has been issued. If Amazon requires periodic ** checks, they should implement that policy. In this instance, the item was delivered to the primary account address. The item was defective and an explanation was given in the return form. The item was returned and received. Amazon then withheld the refund without notification. What exactly is the basis for this? Very underhanded business tactics. If they need periodic account verifications they should implement that process. But selling defective items at a discount and then withholding a refund without notification is not a fair way to go about it.
Sincerely,

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

Thanks for writing back to us and letting us know that you've submitted the ** for refund for return on order #***-3163713-6739461.

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

Upon reviewing I see that our team has processed the refund for this item for $450.50 to your original payment method on Wednesday, December 20, 2023 at 3:47 AM (PST).

I hope this helps. Have a great rest of the day!
Regards,
****************

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