Business Profile

Ecommerce

Amazon.com

Complaints

This profile includes complaints for Amazon.com's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

58,824 total complaints in the last 3 years.
21,952 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:11/14/2023
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I returned an item of $539.42 on October 16th 2023 to Amazon.com, well within the appropriate date range to do so. I then waited the 30 days which their policy allots for them to issue the refund, even though they received the item only 2 days later on October 18th. I contacted them today, November 14th 2023, to inquire about my refund. The person I chatted with gave me the briefest information that I would be contacted for further information before abruptly ending the chat - which also immediately deleted the chat conversation so that I could not even reference it. While attempting again to chat with someone I received the e-mail requiring my private information (ID) to receive my refund. I asked the chat representative what "abnormal activity" was on my account that would require such a thing, and how providing this information would verify anything whatsoever since they never had it in the first place. They refused to answer my questions. Nor did they ever attempt to contact me during those 30 days about any "abnormal activity." Which raises concerns that I wouldn't be contacted if there actually was any abnormal activity on my account.I then, regrettably, sent them my ID because, frankly, I need the money. I do not believe a refund is allowed to be held hostage for private information. I feel violated.Of course, I want my refund as soon as possible. But I am also requesting that this business practice be investigated as it seems rather fraudulent to do this. And to inquire as to what exactly they are even doing with this "verification" information. **NOTE: To clarify any potential confusion, my account name with ******************** is *********, which is the name I go by for my business, Dekim Yay Yoga LLC. I was not sure if I should file this with the BBB as a business to business complaint or not because my account with ********************** is not a business account, but a personal one. However the payment was made by and refund owed to my business account.**
Business Response
Date: 11/16/2023
Hello *******,

I'm Najam 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 ending in ****. It is certainly not what we expect our customers to go through.

I have reviewed the order and I see that you provided the requested details and verification is complete.

A full refund should be issued shortly against the order and an email will be sent to notify about the refund.

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

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

We have taken your feedback regarding the Identity document submission and we apologize for any inconvenience this situation has caused you.

Thank you so much 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,

Najam
Amazon.com
***********************************
Customer Answer
Date: 11/19/2023

Complaint: 20872543

I am rejecting this response because:
1) I still have not received a refund!
2) You have not explained what "abnormal activity" was on my account. You ignored this inquiry entirely
3) You have not explained what exactly you are doing with my private information; how this verifies anything. Your response to this vaguely pointed me to your privacy policy which does not answer the question.

Sincerely,

*******************************
Business Response
Date: 12/20/2023
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 for any inconvenience caused.

I've researched and see the refund of $539.42 was already issued to your MasterCard on November 30. I also see that you have requested a chargeback with your bank on December 2. You need to contact your bank if you'd like to know any additional information about the refund or chargeback status.

Thanks for your understanding.
Customer Answer
Date: 12/20/2023

Complaint: 20872543

I am rejecting this response because:
Your response does not address several of my concerns and was disingenuous at best - lying at worst. Yes, I FINALLY received my refund after nearly 2 months of you having the product in your possession. But it was not until AFTER I worked with my bank to file a chargeback, after contacting you several times, after providing unnecessary personal information and after going back and forth with this complaint. Your response makes it sound like you issued the refund before my bank got involved, but this is entirely untrue. I filed the chargeback on November 29th, and it was not until the bank got involved that you issued the refund 6 days later. Perhaps a part of this delay was due to the bank's time to process, as my statements have retroactively been changed to reflect that the refund was processed on on November 30th rather than December 4th which is when I actually first saw anything about it. Even in this case, it is obvious that you did not refund me until after the bank got involved.
I didn't ask for just a refund. I also asked for an explanation and investigation into potential fraud, and you have ignored these requests. I am very concerned about what exactly you've done with my personal information, and if there was some kind of fraud or negligence behind the scenes that I should be worried about. You told me there was abnormal activity on my account and continuously ignore this inquiry to offer no details or explanation. Either there never was any abnormal activity and this was a fraudulent excuse to steal my personal information, or there was abnormal activity, in which case I deserve to know what exactly that was to protect my information and finances. You've offered no explanation whatsoever as to why it took nearly another month to issue my refund AFTER the 30 day grace ****** for which your policies allow.
You've done nothing to satisfy my concerns. You were strong-armed by my financial institution to finally process the long overdue refund. Had I not involved them, based on your actions, I doubt I would have ever received it at all - and I want to know why all of this occurred and what you're doing with my private information.

Sincerely,

*******************************
Initial Complaint
Date:11/14/2023
Type:Order Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I received a product that I bought on Amazon. It was a perfume. The pump does not work. They refuse to exchange or help in anyway until I send them my ID which is insane. I have gone through the refund process with them and never was I asked for my personal private information that can be used for identity theft.
Business Response
Date: 11/16/2023
Hello *******,

I'm Najam 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 the perfume you ordered was received in that condition. 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.

However, I would like to inform that, for certain orders, our Specialist team requires a government issued identity proof to investigate and issue a refund.

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

Thank you so much 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,

Najam
Amazon.com
***********************************
Initial Complaint
Date:11/14/2023
Type:Delivery Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased a book from Amazon November 5, 2023. it was supposed to arrive on the 6th. Then they changed delivery to the 7th, and they even decided to deliver to a different place. I have no idea to where they delivered, but they sent it to a place that has a mailroom. I do not have a mailroom. I have never had a mailroom and the address numbers only house are huge, so I do not know how the driver managed to deliver to the wrong place.
Customer Answer
Date: 11/15/2023
In the photo that the Amazon delivery driver sent to me when falsely claiming that they delivered to my address, one can clearly see that there is a black table on which the parcel was placed. I do not own a black table. I do not have a mailroom. I have been living in the same house since 2012 and have never had a mailroom, ever. You can certainly look up my address, **************************************************************** ***** and see that there is no mailroom, when you see it on ****** earth images.
Business Response
Date: 11/16/2023
Hello ********,

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

Im sorry to learn that you did not receive your order ending in ****. It is certainly not what we expect our customers to go through.

To resolve this for you, we can issue a refund against the order. Please reply to this email to confirm if you'd like the refund to be issued to original payment method or to your gift card balance.

We will also be sure to review this delivery and ensure this does not happen with your future orders.

Thank you so much 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,

Najam
Amazon.com
***********************************
Customer Answer
Date: 11/16/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution will be satisfactory to me once Amazon apologizes to me for having their delivery send the book to a random place AND report the driver AND issue me a FULL REFUND TO MY CREDIT CARD. How many times have I asked them to do all of this? over twenty times. I am tired of how unprofessional Amazon it.

Sincerely,

*************************
Initial Complaint
Date:11/14/2023
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Amazon closed my buyer account and told me i cant make purchases and i would only be allowed to use video services because i told them i didnt receive a stolen package. I didnt even follow through with it but they shut down my account so i cant order anything the acc email is ***********************
Business Response
Date: 11/16/2023
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 reviewed your complaint and apologies for the inconvenience you have experienced with your account.

We closely examined your account, any related accounts, and your order history to ensure that any decision regarding your account was made according to our policies.

As we informed you earlier, 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.

Unfortunately we are unable to take any further actions here in this case.

Thank you for your patience and understanding.

Regards,

*****************************.
Initial Complaint
Date:11/14/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I moved 3 weeks ago. Because I purchased a new home I have been purchasing a lot of new things on Amazon. For the last 3 weeks my items have arrived late or damaged. I have tried to speak to customer service Representatives on multiple occasions and have been hung up on and ignored. I have had to return a number of items because it either arrived too late and I had to purchase elsewhere or because the items arrived damaged or they did not arrive at all. I recently returned a purchase that was over $300. I still have not received a refund and the status says that there has been a delay in shipping and I'm not allowed to have my refund until it reaches its destination. After being ignored and dealing with extremely poor customer service I finally spoke to somebody who now says I have to provide my ID before they will give me my money back. I asked if we could resolve the issue with a gift card so I didn't have to wait over a month for my money to be returned to me. I am being told that I have to verify my identification for suspicious activity on my account. They are refusing to explain to me what the suspicious activity is and why I need to provide my personal information. As I told them the only suspicious activity that they would see is my multiple returns over the last 3 weeks because I've had nothing but shipping issues. There are several interactions that were documented over the last 3 weeks with me complaining about these issues with no resolution. I want my money back and I don't feel like I should have to provide my identification to do so considering I paid for the item and now have returned the item. This is getting ridiculous at this point. Every time I ask the customer service Representatives for the corporate phone number for me to get this resolved I am repeatedly asked if they could assist me with anything else as if they are ignoring my question.
Business Response
Date: 11/16/2023
Hello ********,

I'm Najam 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 the delivery of your recent orders and in returning one of the items from your order ending in ****. It is certainly not what we expect our customers to go through.

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

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

We have taken your feedback regarding the Identity document submission and we apologize for any inconvenience this situation has caused you.

I also assure you that we will review previous conversations and if your query wasn't handled efficiently, our colleagues will be coached accordingly.

We do not have a direct Corporate contact number, however, you may send mail to our corporate address:

Amazon.com

P.O. Box 81226

*******, ** 98108-1226

Thank you so much for your patience and understanding.

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

Regards,

Najam
Amazon.com
***********************************
Customer Answer
Date: 11/16/2023

Complaint: 20872291

I am rejecting this response because: I still was not refunded my money for the item that I returned. I want my money back or the item back. You cannot take my return and not pay me.

Sincerely,

*****************************
Initial Complaint
Date:11/14/2023
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased an item from Amazon Services, LLC. The item was never delivered per the seller's own system. When a refund was requested the seller refused a refund as they stated it exceeded their refund window.
Business Response
Date: 11/16/2023
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 that you never received one of shipments from order ending in #****. I understand how upsetting it can be.

To resolve this for you, We can issue a gift card refund of $48.42 to your account, which can be used against your next order with us.

The gift card refund will be issued as soon as we receive confirmation from you.

We appreciate your patience and understanding.

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

Najam
Amazon.com
***********************************
Customer Answer
Date: 11/22/2023

Complaint: 20872282

Before accepting your offer I would appreciate understanding what went wrong and what Amazon is doing to ensure it will not happen again. Please address:

1.) Was the customer service representative and their supervisor from "leadership" correct in their interpretation of Amazon's policy?

2.) Does your system notify the buyer if an item is running late and approaching any return window expiration? If so, does the notification make it clear that a refund is possible but may be declined if the customer continues to wait for the delivery?

3.) The customer service representative and the escalated customer service representative who stated she was from "leadership" were aggressive in their blanket denials and did not respond to repeated clarifications on my part. Please explain to me if this behavior was appropriate, particularly from someone from "leadership"?

Sincerely,
***********************
Business Response
Date: 11/28/2023
Hello ******,

I'm Najam 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 understand this has been a frustrating experience for you. For any order, a refund or replacement cannot be issued after 30 days have passed since delivery date.

While we notify our customers about delay in dispatching or delivering the order before promised date, our system no longer sends notification emails once delivery date has passed.

I request you to please contact us within 30 days of delivery date, to report any discrepancy with the delivery.

Please rest assured that the conversation with the colleague from leadership team will be reviewed, to ensure appropriate actions are taken.

Once again, we apologise for the inconvenience this has caused you.

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

Najam
Amazon.com
***********************************
Initial Complaint
Date:11/14/2023
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I bought an item that had showed up damaged. I put the item in for a refund that day and took it to a *** drop site the next morning(October 14th). I had waiting a couple weeks and did not get an update, I contacted support for an answer they said they received the item on October 16th and I should see my refund by the 29th. I contacted them back wanting to know why it would take so long and they said it could take up to the 14th. I contacted them today to figure out where the refund was. They told me that there was an error with my account and would need to email them photos of my valid ID and that it could take up to 3 more days. I had asked if they would have contacted me about the issue and they said they would not have and I would have had to contact them first to get this fixed.
Business Response
Date: 11/16/2023
Hello ******,

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

Im sorry to learn that you did not receive a refund for order ending in ****. It is certainly not what we expect our customers to go through.

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

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

If you have already provided the required details, please allow 3 days for our specialist team to resolve this for you.

We have taken your feedback regarding the Identity document submission and we apologize for any inconvenience this situation has caused you.

Thank you so much 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,

Najam
Amazon.com
***********************************
Customer Answer
Date: 11/16/2023

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:11/14/2023
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
ORDER # ***-7933901-6693806 Item Bought:Born Pretty Halloween *** Nail Polish Neon *** Nail Polish Set Fluorescent *** polish Orange Hot Pink Blue Yellow Green ****** Vibrant Spring Summer *** Polish Soak Off UV LED *** Nail Polish Nail Art ***** $10.81 I placed an order August 22,2023 on amazon.com. Amazon refunded me August 31,2023 but then on October I got a charge back from them I chatted with amazon and they told me it was a retro charge for an item that they didn't receive. Upon checking the tracking number they did receive the item and the agent told me he could see that. He did a refund request and told me it would be on my bank in 3-5 business days. I did receive email about confirmation of issue and my refund.Upon today November 14 I still haven't received no refund and I got the run around by 3 agents until I got to the final agent and he was requesting outrageous private information for me just to receive a refund.
Business Response
Date: 11/16/2023
Hello *****,

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

I've reviewed your email regarding an order placed on 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,

Vishal
Amazon.com
*****************************
Customer Answer
Date: 11/16/2023

Complaint: 20872204

I am rejecting this response because: They still want me to provide my personal info I don't feel safe providing my ID. when I go to a store to return a item and I get a refund they don't ask me to show my ID. This is evading my privacy as per shipping label they received the item. Im no longer able to see details about the tracking as USP only gives you 120 days to view, but I am currently chatting with them to see if I can get the info. As per the agent that sent me the email for my refund he did see that the tracking showed as delivered to Amazon.

Sincerely,

***************************
Customer Answer
Date: 11/16/2023
USP Info
Customer Answer
Date: 11/16/2023
I want this re opened as I have not gotten my refund yet. I already sent proof of them receiving the package
Initial Complaint
Date:11/14/2023
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.
I am writing to lodge a formal complaint against Amazon for the unfair closure of my account (under the email address *********************** I have been a loyal customer of **********************, ordering products in the ** and ******, and using legitimate parcel forwarding services for efficient shipping. Most of my orders have been shipped to warehouses in ******** (in ******) and ******* (in *******), in addition to a few orders shipped to ********* (in **********) around July because I was on vacation there at the time.On 7 October 2023, I received an email from **************************** stating my account was restricted to digital purchases, citing previous closure of another account for violating Conditions of Use. This was perplexing as I have never had another Amazon account nor violated any terms. I've used one single account seamlessly for both Amazon *** and Amazon **.I responded seeking clarification and was told about alleged violations of the returns and refunds policy. However, I have never returned any item nor requested refunds on my purchases, a fact that can be verified through Amazons records.Repeated attempts to seek a detailed explanation and rectify any misunderstandings were met with template responses, and no specific details were provided. My account was eventually closed without any substantial evidence of wrongdoing.This abrupt closure has caused significant inconvenience and distress, especially as I rely on Amazon for products unavailable or more expensive in my home country (***********). I believe I have been wrongly accused and am seeking the BBBs assistance in resolving this issue. I request a thorough investigation into this matter, reinstatement of my account, or at least a comprehensive explanation of Amazons decision.Thank you for your attention to this matter, and I am willing to provide additional information to BBB and/or Amazon if requested and necessary.
Business Response
Date: 12/21/2023
Hello,
We have reinstated this customers buyer account.
We sent an email to the customers registered email address on 21st December 2023 confirming account reinstatement.
Sincerely,
********
Amazon.com
Customer Answer
Date: 12/21/2023

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:11/14/2023
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
To whom it may concern:On or around the last week in August 2023, I purchased an exterior door from Amazon. On or around the last week of August 2023 the door was delivered damaged. I then contacted Amazon and informed them of the issue and asked for a replacement door. The amazon customer service rep advised me that I needed to purchase another door (which I did), return the damaged door and that a refund would be issued when Amazon received the damaged door back at their facility. The door was picked up by Amazons third party delivery company (Pilot) on 9/7/23 and delivered back to amazon on 9/27/23. Since that time I have contacted Amazon over a dozen times getting transferred from one department to another (customer service to Heavy and Bulky?) and getting one excuse after another and was purposely lied to and hung up on multiple times. Agents telling me that they see that the door was received at the Amazon facility but has not been processed, while other agents lied and said that they never received the door. I offered to provide them with a tracking number contained in this email as well as photos of the damaged door actually on the Pilot truck being returned and the bill of lading actually proving that they did in fact receive the door, but they were not interested and shut me down! I am disgusted with their customer service department and consider their employees some of the worst that I have ever dealt with, I have never been treated this poorly in my life and would never treat my worst enemy let alone my customers the way that I was treated. I am also requesting an apology from upper management if not ******************* himself as he should know how his customer service department treats people and hold each and every one of them accountable. This is a large amount of money (my money) that the have held hostage for too long and I demand that they refund it immediately.Thank you,***************************
Business Response
Date: 11/19/2023
Hello *******,

I'm Najam 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 ending in #****. It is certainly not what we expect our customers to go through.

I have reviewed the complaint and correspondence related to order in question. We're unable to issue a refund against this order as more than 60 days have passed since the return date.

I understand that you'd like to speak to someone from upper management. We do not give out contact information for individuals at our company, out of respect for their privacy.

However, you may send mail to our corporate address, and we will route it to the appropriate person. Please put the name or title of the person you are trying to reach on the first line, and then use this address:

Amazon.com

P.O. Box 81226

*******, ** 98108-1226

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,

Najam
Amazon.com
***********************************
Customer Answer
Date: 11/20/2023

Complaint: 20872138

I am rejecting this response because: Amazon continues to deny my request for a refund despite showing evidence by the shipping company that the item was returned. Following my complaint to BBB, Amazon reached out to say that now the claim for refund is denied because its beyond the 60 day policy, however, my request for refund began the day I returned the door on September 7, 2023. I have continue to contact Amazon ever since this date and have been repeatedly told to wait ** the refund could take up to 60 days.

Sincerely,

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

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