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

59,741 total complaints in the last 3 years.
21,454 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:11/19/2023
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased the item on September 12, 2023 with Amazon.com order number: 111-2132183-5667464. For this item i paid $142.49 before taxes. The item i first received was dented and had chips in the paint and material. I contacted amazon and was told i could receive a replacement of the same item if i returned the faulty item. Once i received the replacement, i noticed that the item was also dented and had issues with the paint which was at worse state than the original item that i returned. When i contacted them i was told that it was too late to return as the date expired on October 14 and that if i did, i would only get $89.32 because of a restocking fee. However i tried to explain to them that i saw that the return window for the replacement under ORDER # ***-9813064-5788258 placed on October 9, 2023, delivered on October 11 and it said the return window for this one would be on November 10th. They did not care about it and was told that the restocking fee applies based on the original order i made (which i already returned)I still tried to return but the qr code i was given was not working. I recently contacted them and i was told i could no longer return the item because the date passed on November 10th. Now they are not refunding me and requesting outrageous private information (a photo of my id) just so i can get a refund. When i was just told i cannot receive any amount back.Amazon was not only misleading but also untruthful of the return process and withholding the right amount of money i had the right to be refunded. email on amazon account: ******************* Thank you for your time!
Business Response
Date: 11/21/2023
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,
****************
======================================
Information received date: 11/20/2023
======================================
Case Description: I purchased the item on September 12, 2023 with Amazon.com order number: 111-2132183 -5667464. For this item i paid $142.49 before taxes. The item i first received was dented and had chips in the paint and material. I contacted amazon and was told i could receive a replacement of the same item if i returned the faulty item. Once i received the replacement, i noticed that the item was also dented and had issues with the paint which was at worse state than the original item that i returned. When i contacted them i was told that it was too late to return as the date expired on October 14 and that if i did, i would only get $89.32 because of a restocking fee. However i tried to explain to them that i saw that the return window for the replacement under ORDER # ***-9813064 -5788258 placed on October 9, 2023, delivered on October 11 and it said the return window for this one would be on November 10th. They did not care about it and was told that the restocking fee applies based on the original order i made (which i already returned) I still tried to return but the qr code i was given was not working. I recently contacted them and i was told i could no longer return the item because the date passed on November 10th. Now they are not refunding me and requesting outrageous private information (a photo of my id) just so i can get a refund. When i was just told i cannot receive any amount back. Amazon was not only misleading but also untruthful of the return process and withholding the right amount of money i had the right to be refunded. email on amazon account: **************************** Thank you for your time!
Desired Resolution : Refund
=======================================
Initial Complaint
Date:11/19/2023
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.
They are asking for an ID verification for a refund to verify my identity, and when handling refunds and returns needing an ID verification is not required at all.
Business Response
Date: 11/21/2023
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 112-2646734-6164231.
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":
************************************************************************************

In order for us to verify your identity, upload a valid government-issued identity document on the secure customer portal. Note that the following link will expire after 6 days:
*************************************************************

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,
*********
Initial Complaint
Date:11/19/2023
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Amazon Order # ***-4912378-3392259 - I received the incorrect item (item was obviously used, incorrect color and style, and was shipped wrapped in a plastic badlg, taped closed in a torn box) on 10/31. I immediately contacted Amazon customer service and was assisted in making a return and returned item same day 10/31 via **** It was delivered to Amazon on 11/3. I have still not received a refund and have called about this refund no less than 6 times. After 6 hours of calls I was informed I need to send valid government ID in order to process a refund. I was sent an email with a broken link to submit ID. I am not comfortable submitted my personal ID to **********************, nor would I have any control of who would receive it, or what they would use it for. There has not no, or ever been abnormal activity on my account - and ********************** continues to allow me to place orders Now I have not received any refund for a returned item, nor do I have any item at all. Amazon kept both money and the return.
Customer Answer
Date: 11/20/2023
This is proof my return was received by Amazon on 11/3. Each time I check this timeline, the date for the refund due is extended by 3 days or more.
Business Response
Date: 11/21/2023
Hello *******,

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

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

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

Amazon takes all security-related matters very seriously and your account security is our top priority. We have policies and security measures in place to ensure that your personal information remains secure. Once submitted, our team will review and get back to you with an update on refund for the mentioned order.

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

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

I hope this helps! Have a great week ahead!
Regards.
****************
Customer Answer
Date: 11/21/2023

Complaint: 20893280

I am rejecting this response because I am not comfortable submitting my identification to someone I don't know over the internet and subject myself to identity theft. Furthermore, no where on my original order or in Amazon's return policy when I placed this order did it state I must submit ID to process a valid return with proof of purchase. If Anazon suspected fraudulent activity on my account why am I still able to place orders? I ordered in good faith, and I have been charged for an item that was never received and the incorrect item sent to me was returned to Amazon on 11/3. Amazon has the item AND my money!
***********************************
Initial Complaint
Date:11/19/2023
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.
This complaint is regarding order: ORDER # ***-2089596-5829832 I ordered a Big Red **** that was bent out of the box and did not feel safe to use. The item was shipped in the manufacturer box with with cling wrap. I in the past had issues with Amazon returns being shipped to me in packaging that *** would not accept, which has caused me either multiple trips or being unable to return the item. In one case Amazon issued a return less refund.Knowing that in the past there have been issues with *** and not being provided the option via the online return portal, I called Amazon to see if they could let me drop it off at Whole Foods/Kohls or make it *** packed item to ensure I do not lug a 50 lbs **** around that cannot be returned. They talked in circles wasting over 3 hours.However, why I am filing a complaint is they in retaliation and against TX consumer protections flagged my account such that I cannot return that item without first providing them my license. Furthermore, they flagged my account such that for another order they forgot to refund me, I now have to file extra paper work to get a refund on an item they had already received vs. it just being issued. Whether intended or not, they are discriminatorily creating a barrier when it comes to processing a return within their policies.
Customer Answer
Date: 11/20/2023
Note the item was dropped of 11/20 and on its way back to Amazon. They made me send my ID and said until I do I will not get a refund. I am not ok with that and simply need the refund processed.

Business Response
Date: 11/22/2023
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 the order ID: ******************* for Big Red Jack.

I've checked with our concerned team regarding this order and they stated that the order has been refunded in full in the amount of $85.79. This refund was processed on Monday, November 20, 2023 at 8:56 AM (PST). It should see this reflect on their bank statement within 3-5 business days.

Please confirm the Order# of the return that has not yet been refunded for and they are happy to look into this further.

Furthermore, 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.

I hope this helps! Have a great week ahead!
Regards,
****************
Customer Answer
Date: 11/22/2023
I would like to follow up with a **** rep to make sure this does not happen again for myself as a customer or anyone else.
Customer Answer
Date: 11/22/2023

Complaint: 20893279

I am rejecting this response because:

While it is great that I got a response, I would like to follow up with the right team members on the **** support team to ensure some of these follow *** are acted upon so that myself and other customers do not have to deal with something like this again.

Please see below as this is an excerpt from an email sent already to Amazon:

Vishal,
The issue is in the **** and ************** this extra verification along with putting a customer in a position to be unable to easily return an item since you offer *** shipping only and *** typically is not ok with the method the item is packed (Typically they do not take clam style boxes with tape around it and made an exception for me) goes against consumer protections.

This is something I would like sent to the right team at Amazon to see if they can fix going forward:

Representatives should be able to issue an override to return an item to a drop off location like Whole Foods or ****** or make an item *** packed because then the onus of *** not being ok with a packaging based on how it was originally delivered is no longer an issue.

At this point people should have been able to verify my ID and I would like it removed from Amazon's system and would like confirmation of this at this point.

I do think customers, especially business prime members should have the ability for complicated situations like this to speak to ************* based representatives because there are times like in this case that cultural differences and language barriers made this by far the worst experience I have had in the decade plus of being a prime member.

I would like any flags or derogatory marks on my account removed that could impact my service in the future when interacting with customer service. It seems because of poor judgement on a few customer service reps it became harder for me to process returns later for unrelated orders and even a lost item from Amazon was more problematic to process. I do not want to be auto directed to a specialist team for all requests because of two representatives that were way outside of norms in my past interactions with Amazon.

I would like someone from the U.S. support team to follow up with me either via email, call, or both as soon as possible because I would like to discuss the items above with them.
Initial Complaint
Date:11/19/2023
Type:Billing 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.
My account was deleted around Oct 24, was advised there was a breack in condition and that they have sent an email to explain. No email was sent. I called the helpdesk but was advised that they will look into it and never got a call or email after that. I have been a memeber for 20 years I dont think I deserve this lousy service from a top company like Amazon. I just want my account to be reinstated, I still have remaining time for my amazon prime account which was not refunded.
Business Response
Date: 12/23/2023
Hello,

We have reinstated this customers buyer account. We sent an email to the customers registered email address on 23rd December 2023 confirming account reinstatement.

Sincerely,
********
Amazon.com
Customer Answer
Date: 12/24/2023

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:11/19/2023
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 was on the phone with a rep who was rude and hung up in my face. My account would not allow me to log in. All I was trying to do was get it to reset, the email was tied to a college email account that has been down. ******* purposely hung up in my face, rude.
Business Response
Date: 11/21/2023
Hello ********,

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

I'm sorry to learn about your unpleasant experience when you contacted our customer ******************** team.

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

I've sent a reset password email to your registered email address on Amazon account , please try logging in using the link shared .

If the issue is still persisting , I request you to kindly contact our Customer ******************** team and ask to speak an "Account Specialist".

Your call will be transferred to an Account Specialist, who'll help you regain access to your account.

Thank you for your patience and understanding.

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

Regards ,
********
Amazon.com
***********************************
Initial Complaint
Date:11/19/2023
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 has recieved a number of items I have returned, and they have not refunded me. This also includes items that were shipped back in the same box as other items some of which were refunded; I should have been refunded for all items at the same time since they were shipped back together. When I reached out to Amazon to inquire about my many missing refunds on multiple orders they told me that I have to send them a photocopy of my government issued ID, and a number of other highly sensitive pieces of information about myself and my identity which is absolutely ridiculous and makes no sense. I believe that an Amazon representative is attempting to steal my Identity or commit fraud or that Amazon as a company is trying to collect sensitive data for reasons that are Sinister in nature and against my will. I contacted Amazon leadership about this and I was ignored with the same email resent asking for highly sensitive identification and other personal information which has no relevance nor is this outlined as a requirement in their return policy. Should Amazon not refund every ***** that I am owed now and moving forward for any outstanding items that *** still be on their way for returns I will be filing disputes with my bank against them and I will take them to small claims court should it become necessary.
Customer Answer
Date: 11/21/2023
The following order numbers are the orders I currently have outstanding refunds on.I have also included the corresponding tracking numbers with the name of the items.

ORDER # 112-9292486-7404211
All items from this order have been returned to Amazon and received by them. The order total was $514.24. I have only been refunded $301.97, and am still owed $212.27.
All items were already received by Amazon weeks ago, and they even processes a refund for one item in particular, which was sent in the same box as one of the items I am missing a refund for; both items should have been refunded at the same time, so the "processing time" excuse doesn't make sense. Moreover, Amazon is indicating they have no intention of refunding me further for this order (to the original payment method) unless I provide copies of my government issued ID, and provide other sensitive information by email.

ORDER # 112-4575230-1137813
Still owed approximately $128.49 for the returned pillow. Again, they stated they won't refund me unless I provide copies of my government issued ID, and provide other sensitive information by email.

ORDER # 112-8253599-1710636
They owe me a refund of $152.99 + tax for the mattress pad. They are claiming they "haven't processed the return", though I know for a fact that they have. They sent me a damaged one, and after I sent it back to Amazon, I re-ordered the product directly from the manufacturer, who oddly, sent me the same damaged one I returned to Amazon. How can Amazon process and return the item to the manufacturer, but claims they "haven't processed it yet" in order to refund me? Even the manufacturer was dumbfounded.

ORDER # 112-5524010-3438611
They owe me $171.32
The item was returned and received by Amazon weeks ago, yet they are once again claiming, they won't refund me unless I provide copies of my government issued photo ID, and provide other sensitive information by email.

ORDER # 114-3636863-7922622
They owe me $15.13 for measuring cups I returned.
There is no indication they have refunded me and they received these MONTHS ago.

Business Response
Date: 11/28/2023
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, based on order details you shared for orders #***-9292486-7404211,***-4575230-1137813,***-5524010-3438611 & 114-3636863-7922622 the full refund for the order is processed.

But for the order# ***-8253599-1710636 the refund which you mentioned is not processed.

I understand that the concern team requested you for the documentation for validation as a part of investigation.

Due to proprietary nature of our business, I'm afraid that we won't be able to share the details of our investigation methods.

For certain orders, our Specialist team requires a government issued identity proof to investigate the orders. However, the returns and refund process for normal orders still remains unchanged. You shall receive refunds once the items reach our returns center.

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

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":
************************************************************************************

Kindly submit your identity proof to get your concern addressed.

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

Regards,

Mahendra
Amazon.com
*****************************
Customer Answer
Date: 11/28/2023

Complaint: 20893225

I am rejecting this response because: I am not required to send them a copy of my government issued ID in order to receive a refund, and nowhere in their return policy does it say this. Additionally they only refunded me for those other orders in question, after I filed my BBB complaint. They are also incorrect as I have yet to receive a refund for both order numbers:
ORDER # 112-8253599-1710636
AND
ORDER # 114-3636863-7922622

Sincerely,

Anon A
Customer Answer
Date: 11/30/2023
In addition to my last message entered in this complaint, I would like to provide an additional update, along with a new issue.

Amazon is continuing to harass me, and continues to send emails to me daily, such as the most recent one attached, demanding a copy of my photo ID and other personal information.
Amazon also blocked my capability to return two additional items since filing this BBB complaint.
I had previously explained to Amazon customer service that I had to have spinal neck surgery on November 8th, and was unable to leave the house to return the remaining two items. They did not provide any other options to me, but said it would not be a problem, and to call back when I was able to return them so they could manually process the return label.
I spend 20 minutes chatting with a representative who refused to follow through with what was previously promised, and then they disconnected when I asked to escalate toa supervisor. Then I called Amazon and wasted an additional 15 minutes of my life on the phone with customer service with another representative, who pretended like "no supervisor was available", and then transferred me to the general customer service line, after pretending like she was transferring me to a supervisor.
I had to call a third time to ask to speak with a supervisor and was on hold for 15 minutes, with no one coming back to check in. I finally hung up and decided I won't be speaking with them further.
I have also gone ahead and cancelled my prime membership.

At the time of writing this, I am still owed a refund on the following items already received by Amazon a month ago:
ORDER # 112-8253599-1710636
Whisper Organics, 100% Organic Cotton Mattress Protector - Breathable Cooling Quilted Fitted Mattress Pad Cover, GOTS Certified - Ivory Color, 17" Deep ********************************* owed: $164. 85

Order

I also need to return these two items, which Amazon is preventing me from returning, after previously stating I would be able to without issue:
ORDER # 112-8253599-1710636
RayTour Bed Sheet Holder Straps Sheet Stays Keepers Bedsheet Holders Fasteners
*Purchased to go with the aforementioned mattress pad already returned
They are unopened, but no longer needed, as they were purchased to go with the mattress pad in this order. Since Amazon sent me a contaminated mattress pad, which was also delayed in its shipping time (already returned/mentioned above), this item is no longer needed. I was told it would be no problem to return them a bit delayed because of my surgery, now Amazon is retracting on that because of my BBB complaint. They are dishonest liars.
Need return QR code or Label, and a refund of $9.99 + Tax

ORDER # 112-7936214-5546624
AD-35 Mini Piezo Pickup Contact Microphone Transducer with 3 Meters Cable for Acoustic Classical Folk Guitar
Need return QR code or Label, and a refund of $19.40

Customer Answer
Date: 11/30/2023
Apologies---I left something off of my last update (submitted earlier today, 11/30) that I meant to include (i.e. an additional missing refund). Therefore,I am copying and pasting my last update submitted today (11/30) with a couple of edits. Please refer to this version, rather than the one submitted earlier today.
Please do still review the update I also submitted on 11/28.

In addition to my last message entered in this complaint (entered on 11/28), I would like to provide an additional update, along with a new issue.

Amazon is continuing to harass me, and continues to send emails to me daily, such as the most recent one attached, demanding a copy of my photo ID and other personal information.
Amazon also blocked my capability to return two additional items since filing this BBB complaint.
I had previously explained to Amazon customer service that I had to have spinal neck surgery on November 8th, and was unable to leave the house to return the remaining two items. They did not provide any other options to me, but said it would not be a problem, and to call back when I was able to return them so they could manually process the return label.
I spend 20 minutes chatting with a representative who refused to follow through with what was previously promised, and then they disconnected when I asked to escalate toa supervisor. Then I called Amazon and wasted an additional 15 minutes of my life on the phone with customer service with another representative, who pretended like "no supervisor was available", and then transferred me to the general customer service line, after pretending like she was transferring me to a supervisor.
I had to call a third time to ask to speak with a supervisor and was on hold for 15 minutes, with no one coming back to check in. I finally hung up and decided I won't be speaking with them further.
I have also gone ahead and cancelled my prime membership.

At the time of writing this, I am still owed a refund on the following items already received by Amazon a month ago:

ORDER # ***-8253599-1710636
Whisper Organics, 100% Organic Cotton Mattress Protector - Breathable Cooling Quilted Fitted Mattress Pad Cover, GOTS Certified - Ivory Color, 17" Deep ********************************* owed: $164. 85

ORDER # ***-3636863-792262
Cuisinart CTG-00-SMC Stainless Steel Measuring Cups, Set of 4,Silver
Refund owed: $15.13

Order

I also need to return these two items, which Amazon is preventing me from returning, after previously stating I would be able to without issue:

ORDER # ***-8253599-1710636
RayTour Bed Sheet Holder Straps Sheet Stays Keepers Bedsheet Holders Fasteners
*Purchased to go with the aforementioned mattress pad already returned
-They are unopened, but no longer needed, as they were purchased to go with the mattress pad in this order. Since Amazon sent me a contaminated mattress pad, which was also delayed in its shipping time (already returned/mentioned above), this item is no longer needed. I was told it would be no problem to return them a bit delayed because of my surgery, now Amazon is retracting on that because of my BBB complaint. They are dishonest liars.
-Need return QR code or Label, and a refund of $9.99 + Tax

ORDER # ***-7936214-5546624
AD-35 Mini Piezo Pickup Contact Microphone Transducer with 3 Meters Cable for Acoustic Classical Folk Guitar
-Need return QR code or Label, and a refund of $19.40
Initial Complaint
Date:11/19/2023
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 returned an item for which I received a refund initially. About a month later I was then charged again for this item stating it was not returned to Amazon even though it was the month prior to Kohls. I then reached out to Amazon about this and was told they have received the item back but requested that I send pictures of my ID to proceed with my return. This request for more personal information should not be needed to process my refund as they stating they have possession of the item and was never an issue in the past.
Business Response
Date: 11/21/2023
Hello *******,

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

Im sorry to learn about the problem with your order that was returned but was charged again . It is certainly not what we expect our customers to go through.

I have reviewed the complaint and account but, could not find any details related to the order.

I request you to include the order number in your response to this email.

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
***********************************
Customer Answer
Date: 11/27/2023
ORDER # 111-4168759-2017837
Business Response
Date: 12/01/2023
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.

Thank you for sharing the order id .

Upon reviewing , I see a gift card of $26.09 is issued to your Amazon account on November 28, 2023.

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

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

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:11/19/2023
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.
ORDER # ***-8663228-6059464 - Apple Air Pods. Cost: $158.99. - Purchased by ****** and ***************************. I bought a pair of air pods on September 30th that I returned to Amazon within 2 weeks. The box was unopened. The return policy said I will get money back within 30 days of them received the item back in the original payment method I used to purchase the air pods (my **************** credit card). Amazon received the item on October 17. We're November 19, 2023 and I have not received my refund. I contacted Amazon via their online chat to know why I haven't received my refund as it's been more than 30 days and they said that I need to give them my ID in order to receive my refund. Amazon already have all the information they need from me (my address, my name, my credit card details...) and they do not need my ID as the refund is made to the original payment method (my **************** credit card). I do not want Amazon to store my ID and this is my right. They did not write in their policy that in order for me to get my refund I should give them my ID so this goes against their policy. Now I have no air pods and no refund. This is totally unacceptable and against the law. Please make Amazon issue me my refund. I have attached the proof of purchase and the proof of return. This shows that I purchased the air pods on September 30th, started a return on October 11th, they received the item on October 17th, we're now November 19th and I still have not received my refund. Please make Amazon issue me my refund.
Business Response
Date: 11/21/2023
Hello *******,

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

I'm sorry to learn that you did not receive a refund for order # ***-8663228-6059464 . It is certainly not what we expect our customers to go through.

Upon reviewing, I see that the return authorization was created on October 11, 2023 and item was returned on October 13, 2023 and received on October 17, 2023.

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

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

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

As soon as required details are provided, our specialist team will review and issue a refund in 3 business days.

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
***********************************
Customer Answer
Date: 11/28/2023

Complaint: 20893132

I am rejecting this response because: I have submitted my ID on 11/26 and haven't heard back from Amazon. I am still waiting for my refund - it's been more than a month.

Sincerely,

***************************
Business Response
Date: 12/08/2023
Hello *******,

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

I'm sorry to learn that you did not receive a refund for order # ***-8663228-6059464 . It is certainly not what we expect our customers to go through.

Upon reviewing , I see that refund is initiated successfully on December 4, 2023.

Refund will reflect in 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
***********************************
Initial Complaint
Date:11/19/2023
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.
September 17th 2023 *** closed my account without explanation. The account name is under *******************************. The complaint is Case #********. After several emails they eventually told me it was due to manipulating services but provided no evidence or any further information. I put in an appeal and have heard nothing since. For the record I do not own any other Amazon accounts and have NOT manipulated services. It has taken me considerable effort to piece things together but this is what I believe to have happened.I published my books September 7th 2023. In the months prior I communicated with Amazon tech support in preparation of my publishing. You'll see there is an author by the same as me:******************************************************* He publishes ********* parenting books and while I publish gay friendly books for teens. I have been subjected to homophobic harassment by his readers. I consulted the *** team on how best to avoid further conflicts so that I could safely publish my works in peace without our respective readers confusing our material and review bombing one another. Their team was very helpful and advised me to create a new account under my full legal name. However even though I followed their instructions their automated bots seem to have shut me down for what they perceived as suspicious behaviour. Three months have gone by and I continue to be told time and time again that my appeal will be another 5 business days. The 90 day performance based promotional period has now expired. Even if I were to get my account restored now my chances of ever gaining any traction or buyers have been severely damaged. They have stolen all my royalties, and irreparably damaged my brand.This treatment is outrageous, callous, and inhumane. This kind of treatment of a homosexual author who was only following their instructions in good faith, and only trying to avoid homophobic harassment is unconscionable.
Customer Answer
Date: 11/20/2023
I know it is too late to change things, but i realized an error. the date of the account deactivation was August 17th, not September 17th. My apologies.
Business Response
Date: 11/24/2023
On 11/22, the Amazon content review team confirmed via an email to ****************** that his KDP account has been reinstated as a one-time exception. Any future violations of our Content Guidelines may negatively impact your account status.
Customer Answer
Date: 11/24/2023

Complaint: 20893131

I am rejecting this response because there has been a further development. The Amazon KDP team was negligent and is in breach of contract:
on August 17th my account was closed without warning or explanation. It was two days later before I was informed that it was due to manipulating services. I wasnt given anything else to go on.Since I was NOT manipulating services I had to guess as to the possible reasons.

There is another author with the same name as me.

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

He publishes ********* parenting books. I publish YA fantasy books for gay teens. I had already had a history with this individual and there was a realistic possibility that our respective readers could review bomb each others books and cause significant damage to both our businesses. Before publishing I consulted with your tech support and they provided me with a series of instructions. We decided I should create a new account in my full legal name being sure to include my middle initial.

It seemed like a stretch but I thought perhaps this activity could have been flagged as suspicious behaviour. This means that I had gone looking for help to protect myself from hate speech and review bombers, and your response was to shut my business down and to cancel all my orders and take away all my royalties. I was livid.

If this was the reason then there should have been no further questions and my account should have been reactivated the very next day, however after I sent this information to you in my first appeal there was no response. And now Im left to question your ability to safeguard your customers from hate speech. In the future, if I get harassed by someone, I now have to worry that you might shut me down again. So I - and my readers - will need assurances this wont happen again.

You need to know that Ive considered on many occasions taking my story to the press and if Im not satisfied with this conclusion I may still do that.

But as time dragged on I began considering other possibilities that could have caused this.

On Nov 22nd, after I contacted the Better Business Bureau, you reactivated my account. I was finally able to see things and piece together what had happened.

Originally I published ** English versions of my book to be published in *******, and ** versions to be published in *****************. This is permitted provided the book and their covers are deemed sufficiently different from one another. Mine didnt yet meet the necessary threshold. You had flagged my books and asked me to unpublish them. This was back on Aug 11th.

I considered making further changes to the books however after conferring with your online author's community forum I came to the conclusion that publishing both ** and US versions would cause too much unwanted confusion and wasn't worth the trouble, so I volunteered to unpublish ****** editions. However before I had a chance to, your team took the initiative themselves and unpublished and blocked my US versions.

Because there is no method for me to edit or make changes to a book once it gets blocked I had to ask your team to fix this for me. I emailed them with instructions and the ISBNs necessary. If you check your email history you'll see I requested back on Aug 16th of this year for you to fix this error.

Unfortunately during this process one of your agents typed the wrong ISBN. ASIN: ********** is still at this moment being blocked. It is supposed to be 978-1-7390797-9-6 as it is listed in the interior file. You typed it as ASIN 1-7390797-9-5. The 5 should be a 6. This triggered another quality control alert. To your system it must have looked as though I was making efforts to publish the books after I was warned not to. Within three hours of this occurrence my account was inexplicably closed. Two days later I was accused of manipulating services. Know that at this time there was no way for me to edit my books. It is therefore impossible that I could have been the one responsible for this.

You still have yet to tell me what it was that triggered the closure. I have been left making wild guesses for 3 months. I thought it was because of the outside harassment I was embroiled in from one of your other authors. However it appears THIS was what triggered my account being closed for 3 months. This was 100% your fault. Im sorely disappointed. Your team was negligent and you are in breach of contract.

I will expect a full apology and I will expect your team to compensate me accordingly. I need you to understand how livid I am. *** already contacted my lawyer. If Im not satisfied with your response we are prepared to move forward.

For the moment my account has been reactivated, and my royalties restored, but this alone isnt satisfactory. I expect more.

I lost over $300 (CAN) on ads that week that linked to books that were no longer listed. My book launch plans were derailed and my marketing promotions were wasted, and any traction I made was erased. Youve set all my business plans back 3 months. And now it will be difficult for me to recover from this.

If I understand things correctly Amazons algorithm determines which products to rank within search results. Metrics include such things as customer satisfaction. New products are given additional considerations for a 3 month trial period and if they perform badly during those 3 months they will appear less frequently and further down the search results. Once someone falls to the bottom of the pile it is nearly impossible to dig themselves out.

The bare minimum I will accept is my account restored, my royalties returned, and some manner of do-over. If you cant reset the clock on my publication, then you can give me free promotional packages. I should be compensated for all my promotional expenses which went to waste.And before you ask, I have no intention of joining KDP Select. I may have considered that before, but your actions forced me to publish my books elsewhere with more compassionate businesses.

I expect at least 3 months of promotions to compensate for the loss of standing within your search engine algorithm. This one concession is more important to me than anything else. I will not have my business hamstrung by this ordeal.

At the time of this I was the #1 new author in my category and the #**th book in my category. I want to be compensated for the loss of earnings for 3 months. It is common for authors of that calibre to make $6 thousand a month per book (from their Amazon sales alone, more if you include other vendors). I published 2 books simultaneously. Therefore Im asking for $36 thousand (USD). Know that will likely chance if we go to court. If I go to court Ill expect you to also pay for my distress, long term damage to my brand, as well as my lawyer fees. If you agree to my terms I will agree not to discuss my story with the press.
Sincerely,

***********************
Customer Answer
Date: 11/24/2023
Here is the file that is still displaying incorrectly that most likely triggered the quality control alert. The **** displayed doesn't match the product. I did not do this. It isn't possible I could have.
Customer Answer
Date: 11/24/2023
these are my emails to support regarding the files in question that I asked their team to correct.

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