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

59,580 total complaints in the last 3 years.
21,600 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: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.
H3237**383733**303131H is not refunding the money for an item (H3237**383733**303131H Fire Tablet) that was returned to their H3237**383733**303131H drop off center by the return date (November 21, 2023) which also shows on the account as dropped off to them. Their website states that they lost the return after I dropped it off to them but not to worry and contact customer service to get the refund. However, upon calling customer service they are requesting outrageous private information and a picture of my government ID to be sent to an unverified third party for me to get my refund. They have the credit card on file used for the purchase that they should just refund the money back to but are refusing to do so even though they admit the return was dropped off to the H3237**383733**303131H return center. Item: H3237**383733**303131H Fire HD 10 tablet, 10.1&#**;, ****p Full HD, 32 GB, (2021 release), Black The order number for the item is: 113-8111887-6219469 The item price is ***** Item purchase date: October 11, 2023 Item return date: November 21, 2023
Business Response
Date: 12/14/2023
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,
****************
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.
Transaction Date: 11/21/23 Order# ***-1301738-3917003 *********** 1/6 Carat Natural Diamond Love Wrapped Dancing Diamond Heart Pendant Necklace for Women | 18 Sterling Silver Diamond Necklace for Women | Real Diamond Heart Necklace for Women RETURNED TO VIA *** STORE ON 12/5 TRACKING 1ZFX05609015791350 I was advised that my refund would not be disbursed until I submitted photo ID and that not doing so would forfeit my refund of an already returned item. I believe this is a massive breach of customer trust and ******************** has no right to collect that type of document. In using my refund in order to force compliance I believe amazon is now acting in poor faith and not honoring their own buyer policies.
Business Response
Date: 12/14/2023
Hello ***,

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

I've reviewed your email regarding an order placed on your account.

Upon reviewing I can see that our specialist team needs to verify your identity before we can consider your request for a refund or replacement. We may also request additional information before granting your request.

Amazon takes all security-related matters very seriously and your account security is our top priority. We have policies and security measures in place to ensure that your personal information remains secure.

Once submitted, our team will review and get back to you with an update on refund for the mentioned order.

I have also forwarded a relative feedback to our business team regarding your experience and they will be reviewing this further.

However, we won't be able to provide any further information apart from this.

I hope this helps! Have a great week ahead!

Regards,

Vishal
Amazon.com
*****************************
Customer Answer
Date: 12/14/2023

Complaint: 20999905

I am rejecting this response because:
You do not have my permission to share my information with a Third Party which I would be subject to if I submit my ID. You do not offer a way to opt-out of that. Additionally you do not disclose how that data is stored or secured.

Is it legal for Amazon to accept a returned product and keep the money? Shouldn't Amazon be obligated to disclose any refund requirements to customers before the purchase transaction? What abnormal activity have they noticed?

The risk of identity theft is far too high with the information you are asking for. If you do not drop this requirement for my refund I will be contacting the ************************ along with my credit card company and may pursue further legal action.

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 received an email tonight (12/12) that my account was closed to violation of conditions of ********** due to a linked account this was my sole account, and I did not ever have a account linked. I had multiple orders placed (around $40.00, I believe) that were refunded but never actually were - it wouldve shown as pending in nh bank account. I would like for Amazon to reinstate my account and replace my orders, or at least refund my money, actually. There is no other way to contact except for a reply to an email - likely a bot.
Business Response
Date: 12/14/2023
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 the account closure.

Upon reviewing I can see that your amazon.com account is not closed and we never sent an email for that, however, if you have received an email for your amazon.in(***** domain account) for closure, you would need to contact amazon.in support and from what I see this account from amazon.in is also re-instated on on 13 December, 2023.

Furthermore, if you are contacting us regarding orders from Amazon.com account and you have contacted our customer service and if they are unable to answer your questions, then you contact us with the order numbers so that we can check and assist you accordingly.

However, we won't be able to provide any further information apart from this.

I hope this helps! Have a great week ahead!
Regards,
****************
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 ordered an LED christmas tree on 12/8/23. On 12/13 the tree was delivered and I set it up and noticed one of the lights wasnt working so I contacted amazon support to see about getting an exchange. Instead I was told to return the item (which i purchased at a discount) and told to rebuy the item at its now higher price. I was then told by customer service "Because we noticed abnormal activity on your account, we need to verify your identity before we can consider your request for a refund or replacement.This is private information and i think this is a absurd request by amazon in order to receive a refund. I have been a customer for almost 20 years and never once has this been asked of me.
Business Response
Date: 12/14/2023
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 114-6915993-7377026.

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: 12/14/2023

Complaint: 20999778

I am rejecting this response because:
You do not have my permission to share my information with a Third Party which I would be subject to if I submit my ID. You do not offer a way to opt-out of that. Additionally you do not disclose how that data is stored or secured.

Is it legal for Amazon to accept a returned product and keep the money? Shouldn't Amazon be obligated to disclose any refund requirements to customers before the purchase transaction? What abnormal activity have they noticed?

The risk of identity theft is far too high with the information you are asking for. If you do not drop this requirement for my refund I will be contacting the ************************ along with my credit card company and may pursue further legal action.

Sincerely,

*****************
Initial Complaint
Date:12/13/2023
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Order 111-3333617-8036216.I am seeking to avail Amazon's "Free return" to return this order in full. This is because part of the order is incomplete and I was overcharged shipping. I have provided photographic evidence to support this, but Amazon have decided that instead of helping me return the items for refund to the original payment method, that they wish to frustrate the returns process by insisting on unnecessary requirements and then not accepting what is submitted. Amazon state "Because we noticed abnormal activity on your account, we need 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 have refused to state what this "abnormal activity" is. Furthermore, they state "You may continue shopping on Amazon, but you will no longer be eligible for a refund on the order 111-3333617-8036216. Also, you will not be able to investigate this order issue further". Therefore it is clear that this abnormal activity is not related to the order I had placed (because they are happy if I shop more), so instead I think it is just to frustrate the returns process. Further to this, Amazon's ecr have replied saying "Thank you for uploading your ID" and then ask me to repeat the process above. This further corroborates that Amazon is just using this to frustrate a valid return request. Attached: - A print screen of the offer for "free shipping" on the item page alongside the item in the order. - A print screen of the order overview showing no credit for the shipping promo, and also that the Sharpie refills are ordered as "6 packs"- A picture showing that these Sharpie refills were received as single packs, within a sealed bag with Amazon's stock label on it. - 2 rounds of ***** communications from Amazon showing they request ID and then confirm ID has been submitted, showing that they are requesting more ID without considering what was already given.
Business Response
Date: 12/14/2023
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 the refund for shipping charges on the order #***-3333617-8036216.

Upon reviewing I can see that our specialist team have already created a case for this issue for this order and they are currently investigating the same and would respond to you by Dec 21st, 2023.

In this case, I'd request you to wait till that date for a response from our team and if you do not receive any response from them by that date, please reply to this email and we will assist you accordingly.

However, we won't be able to provide any further information apart from this at this time.

I hope this helps! Have a great week ahead!
Regards,
****************
Customer Answer
Date: 12/14/2023

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.
That said, I find the manner in which they imposed the ultimatum of "upload ID or shut up" (because they said they would refuse to talk further about the return/refund) offensive - it was as if they were accusing me of performing some "abnormal" behavior, which to me is clearly related to me making a return (since they said I could continue to order if I didn't). Perhaps Amazon should employ as much effort in making sure they fulfil their obligations (i.e. ship out what they say they will, honor their shipping promotions and returns policy) as they did in trying to inconvenience or put off their customers, they might not have a need for this process.
That said, thank you BBB for hearing my voice and facilitating this.
Sincerely,

*************************
Initial Complaint
Date:12/12/2023
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.
Amazon is refusing to provide me with a refund until I email my government ID. They claim there is potential fraud activity but I don't see anything. I returned 2 items m, the received them and now won't issue a refund. This seems like fraud.
Business Response
Date: 12/14/2023
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 114-9597662-6505868.

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: 12/14/2023

Complaint: 20999620

I am rejecting this response because: I returned the item. I received a refund and then amazon emails 1.5 months later stating they did t receive my items.i spoke to someone with their customer teM and they told me they received it and ignore the emails and i wouldnt be charged. I have proof of those conversations. Now, they are reversing the refund and charging me?? And in order to get my refund I need to give them my ID? I cannot find in their return policy where it states I need to show proof of ID.

Sincerely,

*****************************
Initial Complaint
Date:12/12/2023
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.
10/11/23 I ordered the Vitamix A3500 Ascent Series Smart Blender, Professional-Grade, 64 oz. Low-Profile Container, ********** with Gold Accents For $649.99 through Amazon with a 5 payment option. Charged monthly. Well I had specific instructions for this item and all of my Amazon orders to be delivered at the back door of this address since I live behind the main house. My item along with several others that day was left at the front door and never made it to me. I caked Amazon and they offered a refund or a replacement, which I opted for. On 10/21 I received the replacement in hand from my mailman. I set it up and decided it was too big for my counters and kitchen after a couple weeks, it was never used. I called Amazon, explained the situation and they asked me to return it, taking me I would be refunded. It had now been a month and my credit card had been charged twice, withe the third payment coming up. On November 6th I sent the replacement back, it was received November 13th. And I still have no refund to my card and now Amazon account specialist are claiming to close my 8 year old account claiming uve had too many returns and claims of undelivered packages ( this is my first) I have initiated other prompt returns in the past with no issue. Please help me get my money back and keep my account in good standing. I have supported this company for years with my hard earned money and feel that this is unjust to have no product and no money and to still be charged after weeks of getting the run around. I had one person assure me of av refund to only receive a botched email later saying I was ineligible for a return.
Business Response
Date: 12/14/2023
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 your order. 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.

Upon review, we see carrier confirmed the item you ordered was in the box at the time it left our fulfillment center and that the box was delivered to you intact. Your One-Time Password confirmed the delivery. As a result, we are unable issue a replacement or a refund for this item.

We reviewed your account and noticed that you have requested refunds for many orders because you reported that you did not receive your items. When we see unusual account activity like this, we review each account on a case-by-case basis to determine if additional action is necessary.

You can learn more about our policies by visiting the Conditions of Use page at the link below:
www.amazon.com/conditionsofuse

If you would like to clarify your order activity, please respond to this email sent from ***************************** Once we receive, an appeal our team will review it and get back to you with an update on 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: 12/17/2023

Complaint: 20999612

I am rejecting this response because: the representative appears to be I'll informed on the actual status of my account and it's history. I've asked for proof and have received no reply or response. Here is my reply to the email that was sent to me from an account specialist.

*********, hi.

Please take the time to look into MY Amazon history. As I did with the information provided in the app as well as my memory. I have not ever claimed an item not received in 8 years with the exception of this blender. Which as I explained countless times in my BBB complaint and to many amazon account specialists. My items have been specifically instructed to be left at the back door. If you read my mailing address currently has " APT 1" meaning for my apartment, though I live on a privately owned property there are 2 other seperate living units that use this address ( a main house and a 2 story unit behind the main house). I have a downstairs neighbor as well as a unit that is the main house that is used as an Air bnb/ short rental property. So please do not confuse my personal amazon history with any other accounts associated with this property. I have lived here currently since June of 2021. If I have in fact had other claim of non recievement please show me your proof and when and where I resided during this time. Again I am just seeking my refund as told I would get since I sent back the item or to receive the item if Amazon is not willing to budge with me and make me pay for something I do not want. And then to threaten to delete my account, which I do not appreciate and feel is totally unfair. I am a student and just had finals. I need this money back so I can pay my other bills and get ready for my spring semester and this entire ordeal has caused me a lot of stress. Please see through this and help me with a compromise in either the form of a refund or a replacement of the item.

Sincerely,
*******************;

Sincerely,

***************************
Initial Complaint
Date:12/12/2023
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased $2,000 worth of Nordstrom Gift cards from Amazon through ACI (a gift card company). I waited about two months and went to use them and none of them worked. When I contacted Amazon they said there had been a technical glitch beacuse I received a discount on those gift cards. None of them were active and all were worthless. Amazon said they had cancelled them because of a pricing discrepancy. However, no one at Amazon made any attempt to contact me and tell me those gift cards were worthless. I gave some as gifts and looked foolish. Also, Amazon kept me funds for almost two months that I could have used elsewhere or kept in a bank earning interest. They could not explain why they did not automatically refund me the money once they invalidated the gift cards. They waited until I figured this out. Then when I asked Amazon how to file a formal complaint, they said there was no way. The customer service rep kept pushing me to three different people and after an hour they started refunding me but only did 70% of a refund. I had to argue to get the full amount back. The entire process seemed shady and I was extremely disappointed. They compensation they offered for the fake gift cards, the time I spent, the aggrevaton, etc was insulting.ORDER # ***-0116311-5933842
Business Response
Date: 12/14/2023
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 112-0116311-5933842. 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. I see our team has issued a $36.1 gift card on your account for the inconvenience caused. We respect your request for additional compensation for this ordering experience; however, we're unable to offer further discounts or monetary compensation beyond what has been provided. I realize this news may be disheartening to hear, but please know we truly care about your experience.

I've forwarded your feedback to concerned department for review and will make sure necessary actions are taken to mitigate such instances in future.

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: 12/21/2023
Amazon sent me a reply to a different issue that happened months ago. It's clear they did zero investigation and I'm not sure even read what I wrote.
Business Response
Date: 12/27/2023
Hello,

I'm ********* from Amazon.com.

Thank you for writing back to ** with the confirmation on gift card. I've issued $100 gift card on your account. You can view your balance and usage history in Your Account here:

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

Thank you for your patience and understanding in this regard.

Regards,

*********
Customer Answer
Date: 12/31/2023

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:12/12/2023
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.
Dear Team, I am writing to seek urgent assistance in resolving a concerning issue I've encountered with an order placed on April 14, 2023. The order details are as follows: Order Number: 113-3332383-3520245 Product: Watch Delivery Date: April 20, 2023 Regrettably, upon receiving the item, it became evident that the watch was defective and required return. Subsequently, I promptly initiated the return process through **** with the tracking number 1z0v2y989032969732. The item was confirmed as received by the merchant, ********, on Monday, June 12 at 9:01 A.M., as indicated in the documentation. However, the merchant contacted me concerning the need to unlock the device for iCloud access, which I never received any communication about. Despite my efforts to address this issue with Amazon's customer service representatives, the refund was not initiated due to the watch being locked. In an attempt to rectify the situation, the merchant reshipped the item via ****** with the tracking number ************, to unlock the iCloud feature. Unfortunately, I have not received the reshipped item, and the ***** portal continues to display the status as pending. I have diligently engaged with multiple levels of support within Amazon, including customer service and managerial personnel. Despite their attempts, the issue remains unresolved. The seller has indicated that the item may have been misplaced during transit and recommended I escalate this concern through Amazon's channels. Attached are detailed *** and ***** tracking records for your reference. This matter is of significant importance to me, as the cost of the watch represents a considerable amount. I kindly request your immediate attention to raise a formal complaint with Amazon and facilitate the refund process expediently. I am earnestly seeking your assistance in rectifying this situation promptly. Your cooperation and support in resolving this matter will be greatly appreciated. Yours sincerely, Venkatesh Visam
Business Response
Date: 12/15/2023
Hello,

We have reviewed the order ID and we are unable to refund.

We are unable to provide information on our investigation methods.

Sincerely,
Amazon.com
Customer Answer
Date: 12/16/2023
Dear Team,
I am writing in reference to the recent communication regarding the refund for Order ID. I understand that there might be certain complexities in processing the refund. However, I want to reiterate that I have returned the item as per your instructions, and it has been received by the merchant, substantiated by the attached proof of return.
I genuinely appreciate your review of the situation. At this point, I kindly request a thorough verification of the return, confirming whether the item has indeed been received by the merchant. Your assistance in confirming this detail will help resolve the issue promptly.
Additionally, I have reattached the return bill and supporting documentation for your reference. I sincerely hope this aids in clarifying the situation and expedites the resolution process.
I completely understand if there are certain limitations in disclosing investigative procedures. However, considering the tangible evidence I've provided, I respectfully ask for your further assistance in validating the receipt of the returned item by the merchant.
Your attention to this matter is highly appreciated. Please let me know if there is any further information or action required from my end to facilitate the resolution.
Thank you for your time and understanding.
Best regards,
Venkatesh visam
Customer Answer
Date: 12/16/2023
Dear Team,
I am writing in reference to the recent communication regarding the refund for Order ID. I understand that there might be certain complexities in processing the refund. However, I want to reiterate that I have returned the item as per your instructions, and it has been received by the merchant, substantiated by the attached proof of return.

I genuinely appreciate your review of the situation. At this point, I kindly request a thorough verification of the return, confirming whether the item has indeed been received by the merchant. Your assistance in confirming this detail will help resolve the issue promptly.
Additionally, I have reattached the return bill and supporting documentation for your reference. I sincerely hope this aids in clarifying the situation and expedites the resolution process.
I completely understand if there are certain limitations in disclosing investigative procedures. However, considering the tangible evidence I've provided, I respectfully ask for your further assistance in validating the receipt of the returned item by the merchant.
Your attention to this matter is highly appreciated. Please let me know if there is any further information or action required from my end to facilitate the resolution.
Thank you for your time and understanding.
Best regards,
Venkatesh visam
Customer Answer
Date: 12/20/2023
Not satisfied and provided all proofs
Initial Complaint
Date:12/12/2023
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 have been a loyal prime customer and noticed a sharp decline on ********************** delivery. I ordered one little product on Dec 9th for next day delivery, it did not deliver, Amazon said a delay occurred and it would deliver on the 10th, then the 11th, Topsy is the 12th, no product however the message I get now is the 14th, and it says if I don't get it on the 14th I can cancel the order on the 15th?.??. When I call customer service I can not undesirable anything the lady is saying due to a language barrier. This is the absolute worst customer service and delivery service I have ever experienced. I will wait and see if it arrives on the 14th, if not I will cancel the order and definitely cancel my prime account and never use ********************** or speak highly of I again....terrible service!!
Business Response
Date: 12/14/2023
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 delivery for order 111-6890058-4898640. I've checked our records and see that, due to a delay on our end, the delivery date for your order has been revised. We typically notify customers whenever such delays occur, and I sincerely apologize that you were not notified in this case.

Most packages that are late show up shortly after the estimated delivery date. If your package still hasn't arrived by December 15, 2023, please contact us through the link below, and we'll be happy to provide a refund or replacement for you.

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

To compensate for the delay, I've issued a $5 promotional credit to your account, which will automatically apply the next time you order an eligible item sold and shipped by Amazon.com.

You will not see the credit on your account but you will see the credit applied to your account on eligible order sold and shipped by Amazon at the checkout page under the head "promotions applied". The items "sold and shipped by Amazon" can be found on the website and it will written under the item price.

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: 12/14/2023

Complaint: 20999573

I am rejecting this response because:
Why would any customer be expected to wait 5 extra days for a next day delivery? Amazon cannot admit its failure to locate my (lost) order order so as a customer I am expected to accept a scripted "I'm sorry" and a $5 credit. If I did not need to product I would not have ordered it. So once again I am told that if it does not deliver on the 14th to return on the 15th for a refund or to reorder, this tells me that Amazon has no clue as to my purchased delivery it at. On what planet is this good customer service, ********************** must be proud!

Sincerely,

*************************
Customer Answer
Date: 12/15/2023
...and I did check, there has been no credit of $5.00 to my account. I bought an item and I do not think I have to cancel the item, wait for a refund and then reorder the item. Amazon needs to fill the order and ship the product I purchased, not a different brand, color, etc but the same item they sold me and since I have been waiting a week for the next day arrival it needs to arrive like a priority shipment.
Business Response
Date: 12/19/2023
Hello,

I'm Prashanth from Amazon.com.

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

I've checked with my resources for possible options. We've replacement and refund options for you. Kindly, respond to this email with your preference, so that we can get this processed for you.

Thank you for your patience and understanding in this regard.

Regards,

*********
Customer Answer
Date: 12/22/2023

Complaint: 20999573

I am rejecting this response because: I expect a replacement to be shipped out to me asap, below you stated that a replacement an option therefore I want to replacement and the $5.00 credit you mentioned.

Sincerely,

*************************
Business Response
Date: 12/28/2023
Hello,
I'm ********* from Amazon.com.
Upon review, we see replacement is unavailable due to inventory issue and our team is working on getting the item back in stock.
In this case, we can process refund in gift card, so that you can place the order once it is available.
T**** you for your patience and understanding in this regard.
Regards,
*********
Customer Answer
Date: 12/29/2023

Complaint: 20999573

I am rejecting this response because: In the many emails prior to this one you have said that I could have a replacement shipped, however you push a refund. You mentioned a credit which i have not seen. I bought a product that Amazon lost, I expect a replacement, please send tracking information, my next step is to report fraud.

Sincerely,

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

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