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

58,847 total complaints in the last 3 years.
21,965 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:12/14/2023
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am writing this mail to address the deactivation of my AllForYourHouse seller Amazon account due to its relations with the account named "ZokhirStore." ****************** was my employee and provided marketing services for my Amazon account. Since the related account is named ZokhirStore, I am sure that this account belongs to *******************We had cooperation from August 30, 2022, to November 26, 2023 (please check the Marketing Services Agreement and Notice of Termination that I am attaching with this appeal).In November 2023, I learned that Zokhirbek Anorboev cooperates with other sellers on Amazon, and our relationship is not exclusive. Besides this, I didnt know that he had his own Amazon account. I didnt want to risk my business and Amazon account, so I terminated the Marketing Services Agreement with ******************. I was shocked when my account was deactivated for being associated with the Zokhirbek Anorboev account. ZokhirStore is not my account, and it never belonged to me. I have never had access to this account.Our accounts could be related because of a common device for logging into the account and a common Wi-Fi. ****************** secretly conducted activities on his account using the same device and Wi-Fi he used for my account. I tried to contact ***************** but did not receive a response to my calls or letters.I apologize to the entire Amazon community for making such a mistake in running my business. I allowed an unreliable person to enter my business, and I really regret it. Please check my attachments and the Plan ?? Action in which I described the work to eliminate these erroneous connections.I ask you to help me and reactivate my AllForYourHouse account since I have nothing to do with the Zokhirbek Anorboev account, and it does not belong to me.
Business Response
Date: 12/16/2023
Hello,

We have reviewed this sellers account and an email was sent to them informing them of our decision on 17 December 2023.

Thanks,
Amazon.com Seller Performance
Initial Complaint
Date:12/14/2023
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 December 3, 2023 and was advised it would be delivered December 4, 2023. Here we are 10 Days later with no resolution. *** reached out countless times, been escalated to supervisors, asked for a refund since obviously they cannot fulfill my order, was advised Id get a refund within 72 hours, its now over a week. Ive asked to cancel the order, its still in limbo. Each time I reach out Im being told, its on the way, or Ive escalated this to our team to have this resolved. Im literally without my merchandise and money for an item that is obviously stuck in transit and Im going in circles wasting time reaching out to be told the same thing with no resolution. This isnt fair and is illegal at this point. 114-2109381-4085030 Is my order number, was also promised a credit of $30 for my Troubles , turns out that was a lie as well
Business Response
Date: 12/15/2023
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 #***-2109381-4085030 regarding item delivery.

Based on order details, I see that the item is not yet shipped and the delivery date given to you is on Saturday, December 16, 2023 - Sunday, December 17, 2023.

I understand that the delivery date is keep on changing, it might be due to the item availability at the nearest fulfillment center or due to the transportation.

I request you to wait for the order to get delivered at the earliest possible.

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

Mahendra
Amazon.com
*****************************
Customer Answer
Date: 12/17/2023

Complaint: 21005821

I am rejecting this response because:
The system is just auto generating a new date each time it has passed the anticipated date. I am not sure where the glitch is within your system. I just want this to get resolved and Im not getting anywhere, Im being told to be patient, when it is past the timeframe in which YOU just quoted, and all they did was update to a new date with no resolution, this has been ongoing, I am beyond frustrated fix this and give me my money . I just checked, and both items are very much still in stock, so the whole spill about the items not being available possibly being the reason why its just Far from the truth. When it comes to you mentioning delivery being an issue, Ive had several packages ordered past weeks after that order and the orders were delivered within the anticipated date, the issue is not with lack of drivers either
Sincerely,

*************************
Business Response
Date: 12/20/2023
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 #***-2109381-4085030 regarding item delivery.

I agree with you regarding the change in delivery date. As per the recent update the order Expected delivery: Wednesday, December 20, 2023 - Thursday, December 21, 2023.

Upon checking I see the item Nine West Women's Boxed Bracelet Pave Heart Stretch, Gold/Crystal which is currently out of stock and the team is waiting for the item to be back in stock to get shipped.

As mentioned, I request you to wait for the item to be back in stock to get shipped and delivered.

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

Mahendra
Amazon.com
*****************************
Customer Answer
Date: 12/20/2023

Complaint: 21005821

I am rejecting this response because:
I am no longer in need of the product. As you mentioned the item is no longer in stock. I suggest you cancel the order as this has been an ongoing issue since December 4th 2023 and cannot be fulfilled at this time.
Sincerely,

*************************
Business Response
Date: 12/22/2023
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 #***-2109381-4085030 regarding item delivery.

I understand that you want to cancel the order but as the item entered into advance stage we no longer have option to cancel the order.

As we expecting the item to be back in stock soon, you can reject the item at the time of delivery to get refund or you accept the order.

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

Mahendra
Amazon.com
*****************************
Initial Complaint
Date:12/14/2023
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 bought a Vitamix ***** The Quiet One On-Counter Bar Type 48 Oz Blender, black/clear by $1257.39 on Amazon App on July 2, 2023. Order No. 114-8699587-1798640. After use, all of our stuffs said it is not as powerful as the old one. Even a simple smoothies cant blended well by it. Then I contacted customer service on ********************** app and would like to know the warranty of the machine. The associate suggested to open a return window for me which surprised me at that time. After I returned the machine and I found I was only got $ ******* refund. However, when the associate recommended me to return, he never noticed me I will not get fully refund. After that, I contact customer service again and again, they said they charged me $227.07 as a restocking fee. I complained I never been told I will get that much charge. During many times of contact, there were two leads promised to refund me the $227.07 and asked me to upload ID to issue the refund. However, I didn't get the refund until now and I keep contacting customer service. Every time is a new person. I have to repeat what happened but they still didn't give me any solution.
Business Response
Date: 12/16/2023
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'm sorry for the inconvenience you've experienced with regards to refund for order 114-8699587-1798640.

After careful review, we see the return was processed as an exception, since the return window expired on August 4, 2023. We've shared an email on October 21, 2023 with an estimated refund details as $1,005.91 and we've issued refund for $1030.32.

Any return created post return window will have the restocking fee applied and the same was communicated in email, when the return label is generated.

At this point of time, we are unable to issue refund on restocking fee. We apologize for any miscommunication on refund earlier.

Thank you for your patience and understanding in this regard.

Please feel free to contact us directly by replying to *********************************************** if we can be of further assistance.
Regards,
*********
Initial Complaint
Date:12/14/2023
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.
An order was canceled on nov 28th and never shipped yet i was charged. I have yet to receive a refund and each person i talk to lies and says its being refunded yet it hasnt
Business Response
Date: 12/15/2023
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 #***-0014630-5640268 regarding refund for the charge.

I would like to inform you that we amazon only charge once the item is shipped. Here in this case as the item is cancelled before shipping you were not charged for it.

The charge you are seeing is just authorization which will be reversed automatically. From our end it is updated as order cancelled the charge request is cancelled.

I request you to contact your bank regarding the charge confirmation as we charge is already reversed.

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

Mahendra
Amazon.com
*****************************.
Customer Answer
Date: 12/16/2023

Complaint: 21005805

I am rejecting this response because:
My bank has stated that amazon did in fact take the funds from my account and other ******************** customer service associates stated they made a mistake and will be issuing a refund. One that hasnt showed up.

Sincerely,

*********************
Customer Answer
Date: 12/18/2023
An amazon customer service agent has clearly said they are responsible for giving me my refund yet they refuse to do so. How is this matter considered answered when amazon is clearly lying?
Initial Complaint
Date:12/14/2023
Type:Order 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 Better Business Bureau,I am writing to you on behalf of Didar Home Store, a seller on the Amazon platform. We are currently facing challenges related to trademark infringement and intellectual property complaints that have been submitted by an alleged rights owner, with contact details provided as *************************************** Our company specializes in selling products under the ********************* brand of cosmetics within the beauty & personal care category, with a serial number of ********. The issues we are encountering are causing significant disruptions to our business operations, and we believe your intervention can help bring about a fair resolution. The complaints received from the purported rights owner are creating a situation where we are accused of violating trademark rights and intellectual property. Despite our efforts to address these concerns through Amazon's official channels, the resolution has been slow, and the impact on our business is becoming increasingly severe. We are committed to upholding the integrity of the marketplace and complying with Amazon's policies. However, the challenges we are currently facing raise questions about the fairness of competition and the potential for manipulation of the marketplace. We ask you to close the opportunity for this fictitious company to file complaints against us because it is unfounded and has no legal basis. We kindly request your assistance in investigating this matter and providing guidance on the steps we can take to rectify the issues at hand. We appreciate your dedication to maintaining fair business practices and fostering trust between sellers and consumers. Your intervention is crucial in ensuring that the Amazon marketplace remains a platform where businesses can thrive under fair and just conditions. Thank you for your time and consideration. We look forward to your prompt attention to this matter and a positive resolution. Sincerely, *********************
Business Response
Date: 12/21/2023
Hello,

We have decided to reinstate the ASINs B0C86F4W2J, B07Q2D6HQ7, B09FWL88VV, B07KDX43NW, B00ISLBS9A, B077K4WN2D, B07F2NTLKT, B0BJ134NF5, B07JF6V355, B07K3X2P7M, B08R6F7W18, B076Z3FHPC, B07Z5FF5D3, B07KNRHSR8, B005JIQIU4, B009UOUPJ8, B07KNR941X, B07KNS7DF7, B07KNQYH7N and an email was sent to them informing them of this decision on 12/21/2023.

Sincerely,
Amazon.com - Seller Performance Team
Customer Answer
Date: 12/22/2023
More InformatioDear Better Business Bureau,
I am reaching out to file a complaint against the Amazon Seller Performance Team regarding their inadequate responses to my requests for the reinstatement of certain listings on the Amazon platform.
I have submitted multiple requests seeking the restoration of these listings: B0C86F4W2J, B07Q2D6HQ7, B09FWL88VV, B07KDX43NW, B00ISLBS9A, B077K4WN2D, B07F2NTLKT, B0BJ134NF5, B07JF6V355, B07K3X2P7M, B08R6F7W18, B076Z3FHPC, B07Z5FF5D3, B07KNRHSR8, B005JIQIU4, B009UOUPJ8, B07KNR941X, B07KNS7DF7, B07KNQYH7N, which based on previous correspondences from Amazon, should have already been reinstated. Regrettably, the responses I have received thus far are consistently irrelevant and fail to address the specific issues I have outlined in my communications.
Despite diligently following Amazon's outlined procedures and guidelines, including the provision of all necessary documentation and information to support my case, the lack of clarity and the issuance of generic, irrelevant responses are causing substantial frustration. This situation is hindering my ability to operate my business smoothly on the Amazon platform.
I kindly request your assistance in urging the Amazon Seller Performance Team to provide urgent clarification on the status of my reinstatement requests and conduct a thorough review of my case. The timely restoration of these listings is paramount for the continued success of my business on the Amazon marketplace.
Your intervention in this matter is crucial for a fair and just resolution.
Thank you for your understanding and cooperation.

Sincerely,n...
Business Response
Date: 01/12/2024
Hello,
We have decided to uphold ASIN B076Z3FHPC, B009UOUPJ8, B07KNR941X, B07KNS7DF7 suppression and an email was sent to them informing them of this decision on 1/12/2024. The remaining ASINs are not classed under any RP policy or are live on CA store. Thanks, Amazon.com Seller Performance

Business Response
Date: 01/12/2024
Hello,

We have reinstated this customers ASINs: B0C86F4W2J,B07Q2D6HQ7, B09FWL88VV, B07KDX43NW, B00ISLBS9A, B077K4WN2D, B07F2NTLKT,B0BJ134NF5, B07JF6V355, B07K3X2P7M, B08R6F7W18, B076Z3FHPC, B07Z5FF5D3,B07KNRHSR8, B005JIQIU4, B009UOUPJ8, B07KNR941X, B07KNS7DF7, B07KNQYH7N. We sent an email to the customers registered email address on 1/12/2024 confirming the reinstatement.
And the remaining ASINs: B076Z3FHPC, B009UOUPJ8, B07KNR941X, B07KNS7DF7 has no IP related issue and were addressed under RP policy.
Sincerely,
Amazon.com
Initial Complaint
Date:12/14/2023
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 an Amazon Prime member, and they guarantee a 30-day no-questions-asked return policy. I returned an item within this period, complete with all its contents and the original packaging. However, after Amazon received my returned item, they have continually delayed issuing my refund. They even requested that I upload my ID, but even after doing so, I still havent received my refund.Order date Oct 30, 2023 Order #***-9754225-5564240 Order total $937.11 (1 item)Return Tracking number: 1Z9E8W879044424571
Business Response
Date: 12/16/2023
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've reviewed your complaint and completely understand your disappointment with regards to return on refund for order#***-9754225-5564240.

It's important for us to understand how situations such as this directly impacts our customers, and we're grateful for the time you took to share these details.

Usually once the carrier receives your return package, it can take awhile to arrive at our *************** In most situations, returns are processed by Amazon in 30 days. In some situations, it may take longer.

This additional time allows our ************** to find and process the item.

As soon as your return is processed, we request a refund to your payment method and send you an email confirmation.

Fore more information refer to our Refunds page for more information:

***************************************************************************************. If you don't hear from our ************** by January 2, ****, please write back so we can find out what happened.

Thank you for your patience and understanding in this regard.

Please feel free to contact us directly by replying to *********************************************** if we can be of further assistance.
Regards,
*********
Initial Complaint
Date:12/14/2023
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.
Very frustrated with the Amazon Delivery Team in *************, **. This dog bed (for my paralyzed dog) is the second emergency item ordered and delivery not fulfilled by the ******** team. No explanation, no concern for my business or loyalty, nothing. Just a "you have been refunded" response without explanation or resolution for this to stop happening.
Business Response
Date: 12/18/2023
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 sincerely apologize for the inconvenience caused with order.

Thank you for bringing this to my attention. I can certainly understand why this is distressing.

Situations such as these are very rare, and are corrected shortly after they are reported. Please be assured that we would definitely work on your feedback and ensure that such issues do not arise in future.

I've reviewed the order #**** and see that there was a carrier delay. Since item couldn't be delivered a full refund of $934.48 was processed on November 18, 2023.

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

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

As for the dog bed, I see a replacement was created on December 14, 2023.

Replacement Order ID: *******************
Delivered on Saturday, December 16, 2023

I would like to apologize once more that we have caused such inconvenience in these regards and I hope you understand that this was completely unintentional and Forgive us for the same.

Our customer's satisfaction and their convenience is very important to us above all else, it's the foundation on which our company was built. Be assured that we'll continue working hard to ensure that you receive accurate service, and also to minimize the chances of anything like this occurring again.

Thank you for taking time and providing us with the feedback. We appreciate the effort and feedback from our customers help us to improve our services.

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

Regards,

Sahitya
Amazon.com

**********************************;
Initial Complaint
Date:12/14/2023
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.
Hi, I tried to order a FujiFilm Lens from Amazon.ca. After a few minutes, it got cancelled and I got an e-mail saying that they suspected an unauthorized account had access it. I am the one who made the order. I tried to change the password as the email requested but I am still unable to unlock my account. It keeps giving me a message Account locked temporarily We have detected unusual activity on your account and have locked it temporarily. Please contact customer service for further assistance.Please unlock it as I do not know how to contact Amazon
Business Response
Date: 12/15/2023
Hello,

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

I'm sorry for the inconvenience caused regarding the account issue.

I request you to please call us at **************** and request to be transferred to "Account Change Support" team so that you will be connected with the concerned department who will need to verify a few details and upon successful verification, your account will be unlocked and you will be able to access the same.

Please note : This can only be done through the call. I appreciate your cooperation on this matter.

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

We look forward to seeing you again soon.

Regards,

********
Amazon.com
***********************************
Initial Complaint
Date:12/14/2023
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 was given a credit by the advertising **** to use before the end of November. I had $800 to spend but didnt use it all. Two days ago they charged my debit card for $149.97 and I called to have it refunded but couldnt get anyone to help.My first call had me on hold for 30 minutes and ******* never cane back. I took a picture of the call log. Then other reps told me to go to a website for advertising that didnt work. All in all I just want my money back. Its an obvious error on there end and its Christmas so I need my money back asap
Business Response
Date: 12/15/2023
********************,

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 problem with charges on your card and the unpleasant experience when you contacted our customer ******************** team. It is certainly not what we expect our customers to go through.

After reviewing, I could not find any charge on the Amazon account associated with email address you wrote with.

I request you to please write back to us with a Charge ID, which will help us find the charge you're referring to.

Charge ID can be found on your bank or credit card statement and shows details for which company processed a payment. It is usually a 9 digit Alphanumeric code enclosed with asterisks.

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,

********
Amazon.com
***********************************
Initial Complaint
Date:12/14/2023
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am writing to express my disappointment and frustration with my recent refund experience with Amazon. The experience has been marked by misinformation, inconsistent responses, and a general lack of effective customer service, prompting my decision to escalate this matter on this platform.On Oct 19,2023, I made a purchase through Amazon and unfortunately, some of the items turned out to be not as expected. So I initiated a return, and the item was promptly shipped back to Amazon. The troubles began when it came time to process the refund.Firstly, I want to express my regret that Amazon's customer service no longer reflects the high standards it once held. It's sad to witness such a decline in the quality of service as a loyal customer. My experience with the customer service reps has left me feeling like I am interacting with AI responses rather than dedicated individuals striving to assist customers. The responses are simply repetitions of a predetermined template rather than showing any effort to address the issues at hand. This has significantly contributed to my frustration and lack of confidence in the resolution process.Nonetheless, the inconsistent response on 3 different occasions raises huge concerns about the effectiveness of Amazon's internal communication. It seems evident that either no notes are being added to my case or, worse yet, the representatives did not bother taking the time to read the notes. This has led to a continuous loop of inquiries, making the entire experience feel like an exercise in futility, and nothing gets resolved. I am reaching out to the BBB in the hope that I can share my experience as I have exhausted all available channels of communication with Amazon's customer service, and it has become apparent that their internal processes need urgent improvement.
Customer Answer
Date: 12/14/2023
ORDER # ***-2987327-8141036

Timeline:

10/19/23 made a purchase then requested a return a few days after

10/30/23 5:30 PM- ish returned to *** location with QR code

12/8/23 Checked back in the account on Dec 8 and saw the refund was not issued. Reached out to customer service and was told I needed to submit a government ID, although skeptical as to why you would need a government ID for a return, but still provided.

12/8/23 Reached out to customer service again to see if it was all set and told me to wait till Monday the 11th.

12/11/23 Reached out again to ask about resolution after the 3-day investigation, was told it was 3 business days. Have to wait again till 12/13/23 for the final resolution.

12/13/23 reached out again and told me I never uploaded my ID despite me having a confirmation email from Amazon on 12/8/23 at 9:43 AM stating that my ID was uploaded successfully. And said I have to wait 3 more days.

Business Response
Date: 12/15/2023
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'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.

Kindly, help us with the order details on which you've faced the issue, so that we can review it from our end and help you with it.

Thank you for your patience and understanding in this regard.

Please feel free to contact us directly by replying to *********************************************** if we can be of further assistance.
Regards,
*********
Customer Answer
Date: 12/18/2023
**Update: 12/18/23, as of today at 4:46AM I have received refund for my order.
While I appreciate the issuance of my refund, the protracted timeline for resolving what appeared to be a relatively straightforward matter is concerning. While unforeseen circumstances can arise, the initial lack of due diligence by the customer service team unfortunately suggests my case did not receive the appropriate attention. This prompts the question of whether the final resolution stemmed from my formal complaint with the BBB or the eventual location of the returned package. Nevertheless, I trust that moving forward, efforts will be made to streamline similar situations for future customers.
Timeline:
ORDER # ***-2987327-8141036

10/19/23 made a purchase then requested a return a few days after
10/30/23 5:30 PM- ish returned to *** location with QR code
12/8/23 Checked back in the account on Dec 8 and saw the refund was not issued. Reached out to customer service and was told I needed to submit a government ID, although skeptical as to why you would need a government ID for a return, but still provided.
12/8/23 Reached out to customer service again to see if it was all set and told me to wait till Monday the 11th.
12/11/23 Reached out again to ask about resolution after the 3-day investigation, was told it was 3 business days. Have to wait again till 12/13/23 for the final resolution.
12/13/23 reached out again and told me I never uploaded my ID despite me having a confirmation email from Amazon on 12/8/23 at 9:43 AM stating that my ID was uploaded successfully. And said I have to wait 3 more days.
***12/18/23 received refund in the morning before I write this response.
Sincerely,

**************;
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,

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

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