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

59,514 total complaints in the last 3 years.
21,505 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:12/13/2023
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I bought a gaming monitor and as I live in ******* it was shipped to my shipping company in *****. They informed that the monitor was not an allowable product to ship into ******* so I requested a pick-up from Amazon. It was not picked up as there was a problem with the generated ticket. I contacted customer service on a Wednesday about 5 weeks ago and the agent stated it would be picked up by *** in 2 days and no ticket was needed. It was not picked up. As a result *******, the ***** shipping company, disposed of the monitor. As a result I am requesting a refund. My user name is ********. The monitor was purchased in June 19th.Thanks,
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 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,
*********
Initial Complaint
Date:12/13/2023
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 placed the following order with Amazon ORDER # ***-40***62-3490669. The total order was $273.78.The package was delivered by Amazon. My account has the order was left in the mailroom. Unfortunately, the order was left along the road. The box got wet, some of the items in the box had damage.I have reached out to Amazon both on the phone and via their chat option. I cannot get anywhere with them. One agent told me the items would be refunded within ***** hours. I never got an email. I spoke to another agent who said they had no record of the order. I spoke to another agent who said they would transfer me to the supervisor and then disconnected the call. I ordered the items and wanted them as new. I have spoken to at least 15 amazon employees either on the phone or via their chat. One item was a Hutha Rug. I had to wash it and clean it before I could use it.I ordered 4 family wall hanging calendar boards- they were damp and I had to put them near a heater and I am worried they still may warp.I ordered an interchangeable wreath- the box it came in was soaked I ordered a gift for mom blanket, the packaging it came in was also soaked.Again, I ordered these items as new and they are all damaged. I spent a lot of money with amazon recently and at minimum should be able to speak to someone about this. All I get is a run around. The first agent was the most helpful and said a refund would be issued within ***** hours and it has been a total runaround ever since.
Business Response
Date: 12/15/2023
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 problem with your order #***-40***62-3490669 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 help you with a printable return label or a QR code of *** for the items mentioned in the complaint, so you can return the items for a refund. With the return label, you can drop off the items at nearest *** store.

I will create a return label and send it to you as soon as I receive confirmation from 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: 12/18/2023

Complaint: 21004283

I am rejecting this response.

Sincerely,

***************************
Initial Complaint
Date:12/13/2023
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 have purchased over a thousand dollars worth of items from amazon. I have since returned all the items but they have failed to refund me. Per their policy the items were returned to their warehouse two weeks ago. When I called to receive an update they shared they need a government ID from me to verify me. At this point I would like a full refund for the items that were returned ASAP.ORDER # ***-9846714-4145051 ORDER # ***-***0214-1362620 ORDER # ***-7415311-4945857 ORDER # ***-6833596-8212246 ORDER # ***-6703822-2265054 ORDER # ***-9842967-5406633 Returned: November 27th 1Z9758VX9046072664
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 sorry for the inconvenience you've experienced with regards to order returns.

After careful review, we see the information communicated by our team is correct. For certain orders, our specialist team requires a government issued identity proof to investigate the order in question. Please be rest assured that any information you provided is handled according to our Privacy policy.

All personal information that you provide will be handled in accordance with our Privacy Notice. To review our Privacy Notice, go to "Amazon and Your Personal Information":
************************************************************************************

Once you have submitted your information through the secure customer portal, it will take us 3 business days to determine an outcome. At that point, you can contact us to learn the outcome of the investigation.

Thank you for your patience and understanding in this regard.

Please feel free to contact us directly by replying to *********************************************** if we can be of further assistance.
Regards,
*********
Customer Answer
Date: 12/18/2023

I provided my government photo ID "per their new policy", 5 days ago and have yet to hear back -- every time I call about my refund I get the runabout.

I have over a thousand dollars worth of returns that they have failed to refund me since it's been over two weeks now that they have been returned to their warehouse per the tracking number here.

Returned: November 27th
1Z9758VX9046072664

Please let me know if you have any questions.

Warm regards,
Paria

Customer Answer
Date: 12/20/2023
I have received the update on my case regarding ID ******** and have further details to share in the hopes that we can resolve this issue ASAP and get my full refund for the items I have returned.

Current state:

Many, if not all of my items in the below order were returned
o ORDER # ***-9846714-4145051
ORDER # ***-7415311-4945857
ORDER # ***-6833596-8212246
ORDER # ***-6703822-2265054
ORDER # ***-9842967-5406633
ORDER # ***-***0214-1362620
Items all returned on November 27th
o 1Z9758VX9046072664
o Per their policy that I have been told many times on a recorded line, once items are returned they have two weeks to return the items
o My items have been returned for almost a month now

Amazon Request
o Amazon requested a photo ID to process returns
o In an email from them once I did update my driver's licenses received a note and on a call that it would be processed in 3 business days and a refund will be returned
o Its been a week since that has occurred now

Above I have included all the details of my returns and seeking a full refund to my original payment method. I have jumped through all the hoops Amazon has requested and still no refund or good faith to show that they will refund me for my items. All the items were returned in good condition and not used, simply just didn't work or were cheaply made. They have no grounds to not refund me for my items that are around ~$1,000

I am requesting your help and support to get this matter resolved based on all the details I have included above.

Please let me know if you have any questions.

Business Response
Date: 12/20/2023
Hello,

I'm Prashanth from Amazon.com.

I'm sorry for the inconvenience you've experienced with regards to returns.

Upon checking the orders I see that the return hasn't processed yet. 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.

Although the return has been marked as delivered, the ************** has to complete the return processing before the refund is initiated.

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

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

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

Thank you for your patience and understanding in this regard.

Regards,

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

I'm Prashanth from Amazon.com.

Kindly, confirm the item name and return tracking ID details from each order, so that we can review and help you further. As we see, there is no return tracking ID ****************** generated on the order 111-9846714-4145051.

Once, we've the details we can look into it and help you further.

Thank you for your patience and understanding in this regard.

Regards,

*********
Initial Complaint
Date:12/13/2023
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.
We used Amazon as one of the websites where we hosted a wedding registry earlier this year, and after our wedding they provided us with a 20% discount code to use on items that we did not receive through the registry before the wedding date. We used the code on a mattress on 11/11, giving us a $126 discount on a $630 mattress, but for some reason Amazon said that something had happened to the delivery. So, they cancelled the order on their end and sent it back to their warehouse, refunding our remaining $504 and telling us to reorder.However, when we went to reorder the mattress, we found we were unable to use the same discount code to reorder the same one item. After contacting Amazon the first time, they said that the initial order has been damaged on the way to our house, but that they had no way to generate a new discount code or re-order the mattress on their end to take off the $126. We have since tried to contact them via message and phone more than once, each time Amazon telling us they have no way of giving us another discount code that we earned by hosting our wedding registry through their site, nor just simply re-ordering the same item so we can get the $126 discount initially received, which is extremely unethical. If we had known that they could cancel an order using this code on their end, and then refuse to let us use the discount on an actual order, we would have never hosted our wedding registry through there. They have also insinuated that the initial order was not delivered because we messed our address up on the shipping details, but we have had several deliveries arrive successfully since then with the same address and without any issue. We are simply seeking a) a new promotional code for 20% that we rightfully earned by hosting our wedding registry on their site, or b) the $126 discount we should have earned at first so we can reorder the same item again.
Business Response
Date: 12/15/2023
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 problem with your order #***-3184266-3746619. It is certainly not what we expect our customers to go through.

To quickly resolve this for you, I've issued a gift card refund of $126 to your account which can be used against your next order with us.

To access your gift card balance and usage history, visit Your Account:

**********************/gp/css/gc/balance/

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
***********************************
Customer Answer
Date: 12/15/2023

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:12/13/2023
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 damaged shoe from amazon. Order 112-0963045-0296214 Return was delivered to amazon on dec 6 2023 via *** tracking ID ******************* . i called today to let them know i still have not received my refund to my amex for $192.60.overseas amazon customer rep said if i want a refund i have to upload my government ID to them.I refuse to do this due to identity theft. ****** was the seller on Amazon. I called zappos too but they said although Amazon owns Zappos you have to contact Amazon for purchase made on Amazon. Zappos and **************** said Government ID is not required to get a credit card refund from Merchants when item is returned via Tracking number.
Business Response
Date: 12/15/2023
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 problem with refund on Order #***-0963045-0296214 . It is certainly not what we expect our customers to go through.

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

Because the team noticed abnormal activity on your account, and in order to protect the safety and security of your account, the government issued ID is required to validate your account.

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

We appreciate your patience and understanding.

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

Regards ,

Srilaxmi
Amazon.com
***********************************
Initial Complaint
Date:12/13/2023
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.
On December 6th of 2023 I purchased 2 Carhartt heavyweight force base layer tops. When the order arrived it did not contain 2 heavyweight tops but instead 2 Midweight tops. I requested an exchange explaining what happened. Today, December 13th I received my replacements only to open my order and again I received 2 Midweight tops. I specifically ordered Heavyweight tops and Amazon keeps sending me the wrong product. I'm now forced to return 4 Midweight tops that I did not order and in addition I know have to return 1 set to ****** and the other set to the *** store because Amazon will not allow me to return the second set to ******. I just want to receive the correct items that I purchased however Amazon can not follow through.
Business Response
Date: 12/15/2023
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 problem with your order #***-7499257-4633064. It is certainly not what we expect our customers to go through.

I have reviewed the complaint and I understand you're upset about the order being incorrect size. Please know that it is never our intention to cause any inconvenience to you.

I would love to help you with replacement but as you've received the wrong item twice looks like there is an issue with the inventory. Hence I've reported the item from my end for the team to investigate on this issue.

At this time , I would request you to purchase the item from a different seller on Amazon.

To help you with return , I can change the ****** return label to *** Drop off so that you can return both the orders at ***.

I'll send a new return label to return at *** as soon as I receive confirmation from 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: 12/15/2023

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:12/13/2023
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.
Re: Order 113-4222277-9029837 On November 22th, I ordered a pair of ******** boots from Amazon. The boots were too big, so on December 5th, I returned them in exchange for a size, **** (see screenshot one). Amazon received my return, but never initiated the exchange for the size **** boots. So, I decided to cancel the order, instead. Amazon, however, refused to process my refund, because they said they "found unusual refund activity" on my account. And, they said, they needed to verify my identity. As a result, on December 7th, I had to send Amazon a photo of my driver's licensewhich they rejected. So, then I had to send them a photo of my passport, instead, which they accepted. Amazon was able to verify my identity within a few hours; however, I received a notification from Experian that my credit score had dropped two points as a result. After the verification process, I corresponded with an Amazon customer service representative, named ******, on December7th. He acknowledged Amazon's many errors with this order (I included a screenshotit's the 6th one), but, he said that I would have to wait three business days for a resolution. Then on December 8th, without my consent or knowledge, Amazon charged my **** debit card $47.25, and then applied that money to an Amazon gift card. Needless to say, I was furious! After countless phone calls, emails, and internet chats, Amazon's numerous customer service representatives tell me that they cannot reverse this charge. I, however, refuse to spend the money on that Amazon gift card and plan to close my Amazon account as soon as this issue is resolved. Finally, on December 13th, Amazon informed me that they refuse to issue me a full refund for the boots, even though they received the return. Instead, they have decided to refund me $23.63half the price I paid for the boots. I returned both bootsnot just oneso I want the full purchase price of $47.53 refunded to my **** debit card.
Customer Answer
Date: 12/14/2023
Desired Outcome/Settlement:
I want the $47.25 that was charged to my **** debit cardwithout my consentto purchase an Amazon gift card refunded back to my **** debit card.
Additionally, I want a full refund for $47.53 for the returned item.

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 sorry for the inconvenience you've experienced with regards to order 113-4222277-9029837.

Upon review, we see a refund for retrocharge was processed on the order on December 7, 2023 for $47.25 in addition to that a refund was issued in gift card for $47.25 since the return was processed as exchange, which would be adjusted for exchange order, however we see exchange order was cancelled.

We also see a refund for $23.63 was issued on December 13, 2023 to your original payment mode. At this point of time, we are unable to issue any further refunds on the order by cancelling the gift card, as this is processed as a part of exchange.

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: 12/15/2023

Complaint: 21004149

I am rejecting this response because:
The original purchase was for $47.53, using a **** debit cardnot $23.63. I returned the item a day after I received it, so I should get a full refund for $47.53. Additionally, the refund should go back to the **** debit card that I used to purchase the boots.

On December 8th, Amazon charged my **** debit card an additional $47.25 for an Amazon gift card. I don't want a gift card. Cancel the gift card and refund the $47.25 back to my **** debit card, as well.

It will be a freezing day in H*** before I purchase anything from Amazon again.

Sincerely,

***************************
P.S. Please read the screenshot I attached from my correspondence with Amazon representative, ******. He acknowledged that Amazon's system made a mistake. So, why are you giving me such a hard time? Be the "customer centric" company you purport to be and do what's right for your customer.
Initial Complaint
Date:12/13/2023
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 charging me for an item that has already been returned. They did verify this over the phone. They refused to refund me unless I provided a valid government identification. I do not see the reason that they need a valid ID to process a refund for an item that they verified was already returned.
Business Response
Date: 12/15/2023
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 problem with refund on your order #***-9819923-0340258 . It is certainly not what we expect our customers to go through.

Upon reviewing, I see that the return for the item isn't returned back to us hence a retro charge is done.

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

Because the team noticed abnormal activity on your account, and in order to protect the safety and security of your account, the government issued ID is required to validate your account. Without it, we are unable to proceed further with the request.

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

We appreciate your patience and understanding.

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

Regards ,

Srilaxmi
Amazon.com
***********************************
Customer Answer
Date: 12/15/2023

Complaint: 21004132

I am rejecting this response because: this is a clear violation of my consumer rights. I have attached proof of return of the item. If the security of my account is in question, then why not just lock my account and send out a message to the email associated with the account and request a change of password. Please explain to me how having a copy of my government issued ID would assist you in your investigation. I am not purchasing alcohol or tobacco products from Amazon so theres no reasonable request for me to relinquish my ID. This is an unreasonable request. You also mentioned that the item in question was not returned when your associate at customer service verify that I did return the product over the phone. I returned the product on October ***************************************************** ******, *******, where another associate of Amazon received, and scanned the products that I was dropping off for return, as well as reassuring, that all the items that were included in the return were accounted for. Whether or not one of your associates lost the item in transit is not my problem. And please explain to me why you need my identification to authenticate my account, but you still allow me to make purchases and returns with no issue except for this one particular item. Rest assured, I will be contacting my legal team about this because this is beyond ridiculous. In fact, its asinine.

Sincerely,

*************************
Initial Complaint
Date:12/13/2023
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I bought an apple watch on Amazon on Nov 8, 2023, I just opened the package and didn't use it or set it up. I don't like the band color, so I returned it on Nov 20, 2023, it showed the package was received on Nov 24, 2023. In the Amazon App, it showed my refund will be issued by Dec 9 in the beginning. On Dec 9, it changed to Dec 13. On Dec 13, it changed to Dec 18.I hope to get my refund back. And can someone tell me why my refund was delayed once and once again.?
Business Response
Date: 12/15/2023
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 problem with your order #***-8664126-2794662. It is certainly not what we expect our customers to go through.

Upon reviewing, I can confirm that a refund was issued to original payment method on December 14, 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 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:12/13/2023
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.
Originally ordered a Spigen phone case in September and received an opened spigen box with a used Caseology phone case. Called Amazon for correction and was told that I did not need to return the item and that a refund would be issued. Reordered Spigen case in which was new unopened. I paid for the second case as well. I never received refund for the first case and called Amazon back on November 27 and was told once again that I would receive a refund within 5-7 business days and now being told that they will not refund for the original wrong case they sent to me although 2 different customer service reps stated that there was no need for me to return the faulted case due to their mistakes.
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 that you've received wrong item and refund wasn't processed as promised. 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.

I have reviewed the complaint and I've successfully issued a refund of $18.18 to your original payment method.

The refund will ************** next 3-5 business days on your card/bank 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
***********************************

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