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

59,602 total complaints in the last 3 years.
21,606 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:11/16/2023
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.
Ive had two major issues with Amazon recently on two orders. In the first example, I had a *********************** floodlight that was damaged. The two subsequent replacements that were shipped were used items, as demonstrated by the security seals on the package being broken. In this instance, Amazon was sending me used items claiming them to be new. To me, in my opinion, this is borderline fraud as Im paying for a new item and receiving a used one (multiple times). This was brought to customer supports attention multiple times, and was never fully corrected. The warehouse QA is legitimately terrible (**************). The second issue is that I ordered some plastic protective sheets, and they are being sent in a plastic bag, and the items come damaged. I called Amazon who stated the replacement would ship in a box the next time, but in actuality, it did not. Even worse, the person folded the plastic sheets prior to putting them in the bag, so the items were damaged before they even left. This is the kind of garbage practices that absolutely infuriate me. The warehouse that is packaging and sending these items needs to be held accountable for their actions.Im willing to provide order numbers as needed because Im absolutely sick of getting damaged items (trash) being sent to me, and then being asked to clean up your mess (return them) because some employee in an Amazon Warehouse doesnt care enough to do their job properly.
Business Response
Date: 11/18/2023
Hello Ben,

I'm Sahitya 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.

Id like to first offer my sincerest apologies to you. While Im incredibly sorry to learn of your experience, I want to genuinely thank you for your diligence in pursuing our attention to take a serious look at what youve reported.

The e-mail address you contacted us with isn't associated with an account. We only provide information and make changes when the request comes from the e-mail address associated with the account.

If you know the e-mail address your account is under, write from that e-mail address or please help us with order ID and registered email address so we can review and assist you further.

If you're not sure what e-mail address your account is under, please contact us via phone:

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

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

Regards,

Sahitya
Amazon.com

*****************************
Customer Answer
Date: 11/26/2023
You will find it under the email address (REDACTED) ************************ Light* - Called into customer service multiple times. I was promised a $50 and a $15 credit, which I do not see on my account for the inconvenience. Both times reps said the issue would be handled appropriately, yet both replacements were obviously opened and gone through. This is a case of Amazon peddling used merchandise as "new" merchandise.
ORDER # ***-9584364-1884242 - This order was the initial one. Was damaged, but at least the seals were in tact. Was sent back to Amazon
ORDER # ***-6347963-8729827 - Security Seals were BROKEN. Item was used/damaged. Amazon instructed me to throw it away, so I did. Sent replacement...
ORDER # ***-0528654-9478605 - Replacement came in. Security Seals were BROKEN. Item was used/damaged. Amazon asked me to return it, and I did. *Document Protectors* - These need to be shipped in a BOX to avoid damage. All of these are returns coming back to Amazon because the warehouse isn't handling and processing these correctly. I called into customer service multiple times, was "assured" it was fixed.

ORDER # ***-1086128-7342639 - Shipped in plastic bag, damaged from being shipped in a plastic bag.
ORDER # ***-6685809-3842662 - Replacement also shipped in a plastic bag, was folded.
ORDER # ***-5943801-7444223 - Shipped in a thin envelope, was damaged from the warehouse/shipping.
ORDER # ***-1214789-1542653 - Shipped in an envelope half the size of the product, and the product was bent, and folded in half.Let me know if further information is required.

I'm completely frustrated with the warehouse that packs items as they are doing such a bare minimum job that its borderline fraud in the case of the *********************** light, or the items just are damaged because the warehouse isn't shipping them in the appropriate box so that the item arrives in tact. Its a huge waste of my time either way because I'm sitting here having to return items because someone just is too bothered to do their job.-Ben

---

I had yet another order come in which had a used item. I bought a new case for my ******* Fold 4. The phone was in a plastic bag that was sealed. When I opened the item in could see fingerprints all over the case (that were not mine) and I could also see the protective plastic for the adhesive strips on the inner part of the thin overlay were removed. You can see dirt and particles in those areas. Another example of the complete lack of quality control going out the door.

I called Amazon CS and talked with ***, a supervisor. She was unwilling to do anything about the situation, and I'm vastly upset because Amazon keeps sending me used garbage, and I'm constantly having to waste my time to return the used items being sent to me. That is completely unfair to me, and I demand compensation. Since *** was so incredibly unhelpful and was unwilling to do anything for the inconvenience, I told her I would make sure Id bring it up to the correct individuals at Amazon. Order number is ***-8012099-5029809

So this is what, 4 items now that have been sent used but we're supposed to be "new" -- I do not appreciate my time being wasted, and again, I'm expecting something do be done to compensate me for my time being wasted by Amazon.
Business Response
Date: 11/28/2023
Hello Ben,

I'm Sahitya 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 hear that the packaging for your items was insufficient. Thanks for taking the time to let us know. I've forwarded your feedback about packaging to our packaging department.

Well use information collected from your order to help access and improve the quality of the items packaging to ensure that we are delivering a great customer experience.

We're aware that our choice of delivery services reflects on our business as a whole, and we appreciate your feedback.

Please be assured that we would definitely work on your feedback and ensure that such issues do not arise in future.

In this case we are not able to add additional credits to your account.

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

Regards,

Sahitya
Amazon.com

*****************************
Initial Complaint
Date:11/16/2023
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.
Hello I returned this item on Oct 19 and Amazon has received it but has not refunded me. I have chatted with customer service multiple times and all they do is tell me you will get refund soon. I request for refund back to the credit card used. Attached is the proof amazon received it. I dropped at the *** store.thanks Breville Tea Maker, Brushed Stainless Steel, BTM800XL,Silver ORDER # ***-5296372-9715408
Business Response
Date: 11/18/2023
Hello *****,

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

I've reviewed the complaint and understand your concern regarding the return refund issue for the Order ID *******************.

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

I would like to inform you that our specialist team needs to verify your identity before we can consider your request for a refund or replacement.

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

Further, we are not able to take additional actions, including overriding their decisions for next steps.

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

Regards,

Sahitya
Amazon.com

*****************************
Customer Answer
Date: 11/20/2023

Complaint: 20880464

I am rejecting this response because: to refund back to credit card why should we provide you with an identity card. Why donot you ask for identity card for making a purchase.

Sincerely,

************
Initial Complaint
Date:11/16/2023
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.
On November 10 I paid in full for Order # ***-5010300-4305836 in the amount of $78.33. Amazon put a hold on my credit card for this full amount. The item AVEENO BABY ECZEMA THERAPY arrived damaged and has no safety seal on it. The other item, WITHINGS BODY - DIGITAL WI-FI SMART SCALE, never arrived.The item was promised to be delivered on November 13, 2023 and never arrived. Amazon failed to deliver this expensive item and now the tracking number reveals that the item cannot be located.Amazon refuses to refund me for this order. Amazon has sent me three (3) emails demanding that I provide to Amazon my government-issued ID in exchange for the refund for which I am legally entitled. This is an invasion of privacy. Amazon is holding my money and merchandise hostage in order to forcibly obtain my private data against my will. It is fact that a merchant is required to refund a customer when the merchant has failed to deliver the merchandise.I require from Amazon an immediate full refund of $78.33 to my original payment method which is a credit card. I will not accept anything less than a full refund of this order to my credit card.Contact me via reply email to confirm the details of my full refund.
Business Response
Date: 11/18/2023
Hello ****,

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

I've reviewed the complaint and understand your concern regarding the refund issue for the Order ID *******************.

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

I would like to inform you that our specialist team needs to verify your identity before we can consider your request for a refund or replacement.

I see a refund of $64.60 was processed for Withings Body - Digital Wi-Fi Smart Scale on Thursday, November 16, 2023 to your MasterCard.

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

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

As for Aveeno Baby Eczema Therapy, our specialist team who are currently working on this case had sent an email on November 17, 2023 with details.

I request you to please check your inbox for the correspondence and reply them with details as requested so they can investigate and assist you further.

Further, we are not able to take additional actions, including overriding their decisions for next steps.

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

Regards,

Sahitya
Amazon.com

*****************************
Customer Answer
Date: 11/21/2023

Complaint: 20880367

I am rejecting this response because:

The merchant charged my credit card TWICE for a defective item and continues to demand my government ID before refunding me. This is unacceptable and invasive. Amazon is deliberately taking improper action on consumer accounts just to force consumers to submit government issued ID. I require a full refund on the Aveeno product and a refund on its duplicate charge.
Sincerely,

Bo ****
Initial Complaint
Date:11/16/2023
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 sent back item and I am not getting Refund I sent pictures they are saying it was lost in shipping Please help me get my refund
Business Response
Date: 11/18/2023
Hello ****,

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

I've reviewed the complaint and understand your concern regarding the return refund issue for Veise Smart Lock from Order 111-435265I apologize for the inconvenience that you've experienced in this case.

I would like to inform you that our specialist team needs to verify your identity before we can consider your request for a refund or replacement.

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

Further, we are not able to take additional actions, including overriding their decisions for next steps.

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

Regards,

Sahitya
Amazon.com

*****************************
Customer Answer
Date: 11/21/2023
I feel thatif the return is lost on transit
just like it states on their site
its there responsibility to issue my refund
i just dont feel safe putting my personal info on their site
I have never done that for purchases on a credit card
Customer Answer
Date: 11/21/2023
I feel thatif the return is lost on transit
just like it states on their site
its there responsibility to issue my refund
i just dont feel safe putting my personal info on their site
I have never done that for purchases on a credit card
Customer Answer
Date: 11/21/2023
I feel thatif the return is lost on transit
just like it states on their site
its there responsibility to issue my refund
i just dont feel safe putting my personal info on their site
I have never done that for purchases on a credit card
Initial Complaint
Date:11/16/2023
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased several car parts from Amazon on September 30, 2023. First order number was 111-6098170-6554634, totaling $1,060.04. It included brake pads, GM parts 171-1040. Upon receiving the item it was damaged(chipped). Amazon did not give an option to exchange it, so I placed another order 111-9948711-2605832 on October 3rd to replace the item. The item(111-9948711-2605832) was shipped back to amazon on October 6th and received October 10th. Since then, I have called amazon twice and each time they told me that I have to upload my ID, after which they may or may not issue a refund. This is a bit ridiculous as I spend about 10,000$ a year on amazon and have never had a problem. Currently being treated like I did something wrong and getting run around from customer service. I am filing this report to warn others that Amazon's business practices are declining rapidly.
Business Response
Date: 11/23/2023
Hello,

I am ***** from Amazon account service team. I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB.
We received your email about the credit card dispute you filed on Order 111-9948711-2605832.

To correct this problem, we have asked your card issuer to close the dispute in your favor.

You should have received a refund of USD *****on your credit card .

We are sorry for any inconvenience. If you need more information about the dispute or the credit card refund, please contact your card issuer.

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

*****
Customer Answer
Date: 11/24/2023

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. It's frustrating that I had to escalate this issue but I am glad it is now resolved.

Sincerely,

*****************************
Initial Complaint
Date:11/16/2023
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.
On November 7, I purchased a set of socks from amazon that were described as a size 5 - 10. I received socks that were size 9 - 11. I tried to return the socks and have them be replaced with the correct size, but saw that the replacement order was also the wrong size. So I canceled the replacement order and then returned the original order. But Amazon locked my order and refused to issue a refund until I upload a government issued ID on their third-party verifier website. I am not willing to issue my ID. It should not be necessary to do that to get a refund. Despite several attempts to get resolution, Amazon refuses to issue my refund and are using the excuse that they noticed abnormal activity on my account and therefore need a government issued ID to process the refund.
Business Response
Date: 11/18/2023
Hello ******,

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

I've reviewed the complaint and understand your concern regarding the return refund issue for the Order ID *******************.

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

I would like to inform you that our specialist team needs to verify your identity before we can consider your request for a refund or replacement.

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

I see ID was submitted and a refund has been initiated to your Amazon account gift card on Saturday, November 18, 2023 for $16.53.

Your refund will be returned to your gift card balance in 2-3 hours.

You can view your balance and activity here:

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

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

Regards,

Sahitya
Amazon.com

*****************************
Initial Complaint
Date:11/16/2023
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am submitting this complaint after experiencing a serious and unresolved issue with my Amazon account, which has significantly affected my trust and confidence in their services. I seek the BBB's assistance in facilitating a resolution to my situation.My Amazon account has been compromised with an unauthorized change to the email address associated with it. This change was made without my permission and has resulted in me being locked out of my account, which I discovered on Nov 16, 2023. My correct email address that should be associated with the account is **************************** Since the incident, I have lost access to my Amazon account, including the ability to make purchases, manage orders, and protect my personal information.I have made repeated and diligent attempts to resolve this issue through various customer service agents provided by **********************. Despite following all their procedures, including numerous password resets and account recovery endeavors, my account remains inaccessible, and the unauthorized email persists. The customer service solutions have been ineffective, and I have not received any actionable support to regain access to my account or assurances regarding the safety of my private data.I am seeking immediate intervention to rectify the following:1. Restore my original email address ***************************** to my Amazon account so I can regain access.2. Conduct a thorough investigation into how and why the email address was changed without my consent to ********************************* and put measures in place to prevent such incidents in the future.3. Assure me of the safety of my personal information and the steps Amazon will take to remedy any damage caused.I implore the BBB to assist in facilitating an effective response from Amazon to address and resolve these serious concerns. Action taken not only impacts my personal situation but potentially affects the trust and security of all customers shopping with Amazon.
Business Response
Date: 11/28/2023
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.

It's concerning to hear about the trouble you've had with your Amazon account.

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

Since the email ID provided is no longer linked to your Amazon account, could you please write back to us with an order ID or charge ID linked to a purchase made through your account?

This will allow us to trace the order/charge to locate the account and assist you further with this.

Amazon descriptors will now also include a unique nine-digit Charge ID, which is linked to the charge for your order, or subscription. The charge ID should also be visible right next to the charge on your bank statement.

If you're unable to locate the charge ID, your bank should also be able to assist you with a charge ID for each transaction that has taken place.

Please feel free to contact us directly by replying to *********************************************** if we can be of further assistance.
Regards,
Priyanka
Amazon.com
***********************************
Customer Answer
Date: 11/28/2023
Hello ********,

Order ID: *******************. The charge ID was not available. The **************** representative stated that the merchant must obtain the charge ID themselves by contacting the Merchant Servicing team. However, they did send me an email regarding the transaction, as shown in the attached document.

I did have some order information from my Amazon Teen account's order under my account:

Order ID: ******************* with charge ID: *********

Order ID: ******************* with charge ID: *********
Customer Answer
Date: 11/30/2023

Complaint: 20880199

I am rejecting this response because: the issue still has not been solved yet.

Order ID: *******************. The charge ID was not available. The
American Express representative stated that the merchant must obtain the
charge ID themselves by contacting the Merchant Servicing team.
However, they did send me an email regarding the transaction, as shown
in the attached document.

I did have some order information from my Amazon Teen account's order under my account:

Order ID: ******************* with charge ID: *********

Order ID: ******************* with charge ID: *********

Sincerely,

**************
Business Response
Date: 02/06/2024
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 hope this email finds you well. Thank you for writing back to us.

I've been working closely with the relevant department and our team has tried to call you on your Indonesian number multiple times to verify your identity and correct this for you, but has not received a response.

Hence, we find that the best available resolution is for you to sign in and reset the password using the self-service options.

If you're unable to, please contact our **************** team. To do so, go to "********************** ****************":
*****************************************

They will connect you with an account specialist that can guide you through the process.

I hope this helps. Thank you for your understanding.
Regards,
Priyanka
Amazon.com
*****************************
Initial Complaint
Date:11/16/2023
Type:Order 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# ***-4140106-0569812 B0C81BSSMP Rocinha 12FT Inflatable Christmas ************ Claus House Decoration, Christmas Blow up Santa Decoration with Lights for Outdoor Indoor Home ************** Details YOUR CONVERSATION WITH Rocinha Load more Nov 8, 2023 7:49 PM wont wokk please help Attachments:396843508_1019236652469729_7542956818808256644_n.jpg 397082504_187713111053875_5243504704954868335_n (1).jpg 369896978_2398***05518662_6788831584865535080_n.jpg 400022290_950017106467030_5644206049509178092_n.jpg 399871402_894924895640987_237980464514566800_n.jpg 397082504_187713111053875_5243504704954868335_n (1).jpg 397082504_187713111053875_5243504704954868335_n.jpg Nov 8, 2023 8:46 PM Hi ******, I just processed a full refund for your order ***-4140106-0569812 now. You should see it on your card in the next few days.Thanks for your understanding. Regards,Rocinha Nov 8, 2023 8:51 PM thank you so much Nov 10, 2023 2:08 PM never got refund it doesnt even showprocessed couldyou just send a replacement Nov 10, 2023 9:39 PM please help with this Nov 11, 2023 12:30 AM Hi ******, I just processed a full refund for your order ***-4140106-0569812 now. You should see it on your card in the next few days.Thanks for your understanding. Regards,Rocinha Did this solve your problem?YesNo Nov 11, 2023 3:10 PM amazon says no refund has been processed please help contacted amazon about item wanting a refund amazon said i needed to up load my id trying not to refund me for this item i want a refund my items i pay for prime are always late amazon has my id and info ******************** will not refund my money also no tie downs and amazon doesnt need my id they just dont want to refund me when seller clearly said they already refunded me please help
Business Response
Date: 11/20/2023
Hello ******,

I'm Pratap 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 am so sorry to hear of the issue you have shared with us that the item Rocinha 12FT Inflatable Christmas Tree & Santa Claus House Decoration is not as expected.

I'd like to start by apologizing for the experience you've had. We pride ourselves on resolving customer concerns quickly and accurately, and I apologize this didn't happen when you contacted us previously. I've forwarded the feedback to the leadership so that the agent can be coached.

Upon checking I see that the refund of $59.35 has been issued to your original payment method on November 19, 2023. Since the order was paid for by gift card, the refund amount will be returned to your gift card balance in 2-3 hours. These funds will be automatically applied to your next order. You can view your gift card balance and activity here:

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

Thank you for your patience and understanding.

Regards,
Pratap
Customer Answer
Date: 11/21/2023

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:11/16/2023
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 recently received this automatic email:Hello,We have closed this account because you have consistently requested refunds for a large number of your orders. While we expect the occasional problem with an order, we cannot continue to issue refunds to you at this rate.We have cancelled any open orders you had on this account.Any ********************** content that you purchased with this account is still available to you. To access the content, click the Manage Your Content and Devices link on the Your Orders menu on Amazon.com.If you would like to appeal this decision, please reply to this email to reach an Account Specialist. Our **************** team can only confirm that we sent this message and help you with technical issues. They cannot reverse this decision or share more details on this matter.Sincerely, Account Specialist ******************************************* ------This closure completely unfair, and I responded to the email. As a student who has used Amazon for textbook purchases for almost 8 years, it's distressing to think that they would close my account for seeking refunds on stuff like chocolate that they simply failed to deliver to my residence. After thousands of dollars on their products, close to a decade of being a loyal customer.Right now I cannot access any of my Kindle books, which I need for my upcoming exams. This is highly distressing to me, because I had a lot of titles in my Kindle. Thus, I decided to come to BBB to seek a resolution, because Amazon is notorious for being uncooperative regarding this kind of situation, simply because their bots flagged my account for returning stuff that just wasn't delivered at all. Thousands spent, and banned because of a box of chocolates??? For some context: For this current refund on Maltesers, it said delivered to front desk or receptionist. My building has no front desk, or receptionist. I have waited four days after the delivery to file for a refund. It makes NO sense.
Business Response
Date: 11/20/2023
Hello,

I'm Pratap 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 am so sorry to hear of the issue you have shared with us regarding the closure of your Amazon account and refund for the item.

A careful review of your account reflects that the correct information has already been provided.

We have restricted your account to ********************** purchases only. We will automatically cancel all non-digital orders placed on Amazon.com and if you have been charged, a refund will be processed.

Any digital content that you purchased with this account is still available to you. To access the content, click the Manage Your Content and Devices link on the menu Your Account on ********************.

While I tried researching the issue, I was not able to locate the information for your order box of chocolates. We need more information on the emails and communication shared so we can engage the correct team on this issue. Please share the order number if you still have queries or concerns related to this item.

Thank you for your understanding.

Regards,
Pratap
Initial Complaint
Date:11/16/2023
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 now made it impossible to get in touch with anyone in customer service. There is no option whatsoever on the website to speak to anyone at all.That is how little Amazon thinks of us and continue to show how little the respect us.At one point I could have returns picked up and that was incredibly accommodating due to my disability which makes leaving the house incredibly hard and dangerous for **** am not able to speak to anyone to have my return picked up. The fault for the return wasn't mine. I ordered a 12in x 12in pillow covers that weren't 12x12. The marketplace seller lied about their product so I don't know why I am the one who has to suffer and put myself at risk. Amazon has zero to none quality assurance for their marketplace sellers as why we are so often disappointed and ripped off by marketplace sellers but Amazon doesn't care as why most of what Amazon sells is from marketplace sellers usually based in ***** so they also don't care if you have an issue with their deceptive selling practices.I would like to have the ability to have misrepresented items returned without cost to me as I was not the one who made the error and was intentionally lied to by the seller. I cannot go to a store.What is the point of having Amazon do deliveries locally if they can't pick up items that were sold deceptively. Maybe a report the consumer protection agency will help too. More evidence that Amazon hates us or maybe they just hate me.
Customer Answer
Date: 11/16/2023
It took over 90 minutes with talkign to about 10 Amazon customer service reps - most of who lied that something was going to be done.

My issue still stands that Amazon hates their customers as why it is impossible to talk to anyone or get a solution. I bought a 12x12 item that was actually 10x10. I am not at fault here but Amazon sure makes it feel like you are. Only thing I am guilty of is trusting Amazon who continously lets us down.

ORDER # 113-1122746-0041841
Business Response
Date: 11/19/2023
Hello ******,

I'm Pratap 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 am so sorry to hear of the issue you have shared with us that you were unable to connect to customer service representative and that you have received a wrong item TangDepot, Set of 2 Soft Plush Velvet Big Striped Corduroy Solid Decorative Throw Pillow Covers.

I've forwarded this feedback to the appropriate team for further review on it. That team will investigate and take action on this issue.

Upon checking I see that the refund of $12.71 has been issued to your gift card balance on November 17, 2023. These funds will be automatically applied to your next order. You can view your gift card balance and activity here:

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

If you do need to contact us in the future, here's a link to our Contact Us page:

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

Thank you for your patience and understanding.

Regards,
Pratap
Customer Answer
Date: 11/19/2023

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.
But customer service is lacking. I have been lied to by them multiple times and I am tired of the lies. I don't understand why Amazon can't treat us as customers instead of how we are treated now. I have had years of terrible treatment by Amazon and would like there to be an improvement and one improvement can be that if a CSR tells us something that it is true. Things that should have taken 10 minutes turrns into days and weeks. It was bad enough that I had TWO Amazon drivers trespass into my home WHICH LED TO AMAZON PUNISHING ME for months to now customer service lying when an issue comes up. I have had two issues in the past month and both times multiple customer service lied to me and if they didn't have lie to me they dropped and it said the rep was having "tech" issues. I had 4 CSR's in a row have that "tech" issue in the course of 15 minutes. Please stop outsourcing your customer service.
When does it get better?

Sincerely,

*********************************
Customer Answer
Date: 11/19/2023
Nothing was resolved.

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