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

58,133 total complaints in the last 3 years.
21,601 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:11/08/2023
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.
Placed an order ORDER # ***-2184753-1289831 on 3rd of October, it says delivered on 13th, but it never came.They're asking me to file a police form, but are not providing me with the form itself, nor do we have such thing here in ******.They're also asking it to be in English, which is just not a possibility considering my address was placed to an order in a foreign country.Basically they're asking for what I can't provide The reps I spoke to were all awful taking a long time to respond and giving the most generic responses when they did respond. Thieves.
Business Response
Date: 11/09/2023
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 112-2184753-1289831.
Upon review, we see the information communicated by our team is correct. Kindly, help us with the police report, so that we can review and help you further. Without valid police report, we are unable to take action on the order.

In order for us to validate your Police Report , it must be reported in the local jurisdiction (city, county, municipal) in which the package was reported delivered, and include the following:

- The delivery address regarding this incident.

- The items were delivered according to the carrier tracking.

- The report was created for stolen items/theft/larceny/incorrect delivery or similar crime.

- The date the report was created.

- The name of the police department.

Note: Kindly, share the report before 12-December-2023. Please ensure to get a Police Report and contact back before this time.

Please feel free to contact us directly by replying to *********************************************** if we can be of further assistance.
Regards,
*********
Initial Complaint
Date:11/08/2023
Type:Customer Service 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.
To Whom It May ******* at the Better Business Bureau,I am seeking assistance regarding an unresolved issue with Amazon Kindle Direct Publishing (KDP) pertaining to the abrupt and unexplained termination of my account (Case #*********. Despite providing exhaustive proof of my rights over the published content, the response from Amazon KDP has been inadequate and non-transparent.The inconsistency in their handling of my case, especially when compared to a previously resolved similar issue (Case #********), highlights a concerning lack of professionalism and due process. I have submitted all required documents, including a ************* certificate, a Turnitin originality report, and image licenses (attached). Yet, I have received no specific details on the content in question or guidance on rectifying the situation.As an author and a KDP account holder, I have always valued the platform's professional conduct and support towards its community of writers. However, the current situation has left me questioning this perception due to the following reasons:Non-specific Feedback: Despite specific inquiries, I have not been provided with details regarding the alleged "freely available content," preventing me from taking corrective measures if needed.Inconsistent Review Outcomes: The disparity between the resolution of Case #******** and Case #********, despite similar circumstances and evidence provided, suggests an arbitrary review process.Communication Gaps: The one-way communication from the support team does not ****** a collaborative environment for resolving issues, which is a cornerstone of professional customer service.I respectfully request the intervention of the BBB to facilitate a fair and transparent review of my case by Amazon KDP. I aim to restore my account and continue my professional relationship with the platform.Thank you for your attention to this matter.Best regards,*******************
Business Response
Date: 11/17/2023
On 11/9 the Executive Customer Relations team received Ms. ****** appeal regarding their KDP account termination. The appeal provided by Ms. **** was reviewed and approved. Hence, Ms. ****** KDP account was reinstated and informed on 11/15 of the decision.
Customer Answer
Date: 11/18/2023

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:11/08/2023
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 have been trying to cancel Amazon Prime. I didn't sign up for it and I don't want it. They have been billing me monthly. I tried doing it online and that didn't work. I called customer service (today) and they say I can't do it because I don't know my password. Well the reason I don't know my password is because I don't have one as I never signed up for it. This is very frustrating because as a widow on a fixed income it is an expense I can not afford. Please help me get refunds for the charges and to cancel Amazon Prime. Thank you for your time. ***************************:
Business Response
Date: 11/09/2023
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 prime charge.

Upon review, we are unable to locate the subscription for prime on your account. Kindly, help us with the prime order ID or charge ID for the same, so that we can review and help you further.

Amazon descriptors will now also include a unique nine-digit Charge ID, which is linked to the charge for your order, or subscription. You'll be able to view the charge ID in your card statement.

Thank you for your patience and understanding in this regard.

Please feel free to contact us directly by replying to *********************************************** if we can be of further assistance.
Regards,
*********
Customer Answer
Date: 11/10/2023

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,

***************************
Customer Answer
Date: 11/13/2023
Good Morning. My name is *************************** and I am following up on complaint #********. I agreed to the settlement offered with Amazon Prime. I have been instructed to forward relevant paperwork. So far I have 3 months of charges and am looking for more. The problem is that I don't know how to make and send a file. Could you help me with this? I only have 10 days to respond from last weeks resonse.
Customer Answer
Date: 11/13/2023
So far I have found 3 Amazon Prime deductions on my credit card- all $14.99 on the 27th of each month. I don't know how to send a file with this proof. Is there some way you can help me figure this out before the time limit at the end of this week?
Business Response
Date: 12/07/2023
Hello,

I'm Prashanth from Amazon.com.

We just need the charge ID to trace the transaction and help you with it. You can contact your card provider and request them the charge ID for the months you've been charged.

Amazon descriptors will now also include a unique nine-digit Charge ID, which is linked to the charge for your order, or subscription. You'll be able to view the charge ID in your card statement or contact your card provider for the details. You can respond to this email with the charge ID.

Thank you for your patience and understanding in this regard.

Regards,

*********
Initial Complaint
Date:11/08/2023
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have 2 poetry books self-published through Amazon KDP. The first poetry book was made available on Amazon.com in 2015 (royalty = ****) and the second poetry book was made available on Amazon.com in 2020 (royalty = ****). At first everything was great and I was selling some books and receiving royalties from Amazon. In June of this year, I looked at my Amazon KDP report and discovered that there were zero sales reported for all of 2022 and all of 2023. I did a ****** search of my full legal name and scrolled down and discovered that several 3rd party vendors had my books for sale on their websites. I called Thrift ********************** and spoke to a manager. She stated that ****** had sold Thrift Books 50 brand new copies of my first book and 50 brand new copies of my second book. She stated that ****** had also sold copies of my books to ***** She stated that if I wanted my books removed, I could file a Take Down Request. After this, I spoke to a copyright attorney who is a friend of a friend. He advised me to try and get something in writing from both ****** and Thrift Books as proof of the sales and that what Thrift Books was doing was not a Copyright violation because they legitimately purchased the books from ******. When I attempted to get something in writing from Thrift Books, a different manager refused to provide anything and gave me the email address for their attorney and the information I would need to include in a Take Down Request. I also emailed ****** to attempt to get information from them and they stated they had never purchased my books and gave me the information for their attorney. I attempted to contact **** as they were another 3rd party vendor with my books for sale and it was impossible to reach ***************** Today, I engaged in a chat with ********************* who is in **************** for ********************** KDP. He said without any order ID or other details they cannot help me.
Business Response
Date: 11/09/2023
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 KDP account.

Kindly, help us with the registered email ID of KDP account, so that we can review and assist you further.

Thank you for your patience and understanding in this regard.

Please feel free to contact us directly by replying to *********************************************** if we can be of further assistance.
Regards,
*********
Customer Answer
Date: 11/09/2023
The email address for my KDP account is **********************
Initial Complaint
Date:11/08/2023
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 ordered a Dyson Air ******************** Air Fan from Amazon,com on Sept. 28, 2023. The total cost with taxes and shipping was $723.42. I was promised 2-day delivery which should have been Saturday Sept. 30th. On Sept. 30th, the Amazon website showed that the item was slated for delivery that day. The delivery never happened. I checked back with their website the following day and it indicated that there was some unforeseen problem with the delivery. The website did not give any status or a new delivery date. I opted to cancel this order. The charge for this item appears on my Mastercard account since Sept. I contacted Amazon on Nov. 3, 2023, to find out what happened to my refund. I spoke with ************** who sent me an Incident Report to complete and return to Amazon. I completed the form and returned it the same day. As of today, I still have not received the credit on my Mastercard account. There is no direct telephone number to contact Amazon to find out the status.
Business Response
Date: 11/10/2023
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 the inconvenience you've experienced with regards to order#***-7290473-6841046.
We've received an update from concerned team on incident report submitted. We see the tracking ID is mentioned as unknown. Kindly, resubmit the report including the tracking details.

Incident Report
1. Order number:_______________
2. Today's date. (MM/DD/YYYY) :_______________
3. Package tracking number:_______________
4. Name of the items you didnt receive:_______________.
5. Is it your first Amazon package at this address that you didn't receive?_______________
6. If no, how many times it has happened? _______________

Thank you for your cooperation.

Regards,

*********
Customer Answer
Date: 11/10/2023

Complaint: 20843907

I am rejecting this response because: When my order was placed with Amazon, I only received an Order Number along with the estimated delivery date. I have no idea what a Package Tracking Number is.

Sincerely,

***********************
Business Response
Date: 11/14/2023
Hello,

I'm Prashanth from Amazon.com.

You can view available tracking information from the order summary in Your Account:

***********************************************************************************
Thank you for your patience and understanding in this regard.

Regards,

*********
Customer Answer
Date: 11/14/2023
I received your latest response today and also received an email from ********* at Amazon. I followed the link in Prasanth's email. It took me to the Amazon Orders page which I have accessed several times in the past few weeks. I am including a copy of that page that I was directed to (Page 1 of my attachment). As you can see, there is only an Order Number listed, not a Tracking Number. Tracking Numbers are provided by Amazon at the point that an item has shipped. The fact that the Tracking Information is no longer on the website is not in my control. Amazon is responsible.
Last week, I made an attempt to contact the vendor, KYE-Mart, who partners with Amazon. I'm including their response to my inquiry on Page 2 of my attachment.
Lastly, on Page 3 of my attachment, I printed a copy of the information on the Amazon Orders page which clearly show that I requested cancellation of the order and requested a refund. I hope this information will help you conclude my complaint.
Business Response
Date: 11/16/2023
Hello,

I'm Prashanth from Amazon.com.

Since there is an issue with locating the tracking details, we request you to contact us back via call using the below link, so that we can verify the details submitted in incident report and help you further.

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

Thank you for your patience and understanding in this regard.

Regards,

*********
Customer Answer
Date: 11/20/2023
I am acknowledging receipt of your latest correspondence regarding this matter and also another email from ******** from Amazon. I have provided both Amazon and the BBB with all the information that was requested and can do no more. It is now week #3 since I initially contacted Amazon and there is still no resolution. I am done with this endless back and forth game. ************** Mastercard bill from Sept. 2023 shows a charge from Amazon on 9/28/23 in the amount of $723.42. As stated previously, I cancelled this order due to non-delivery. Since then, I have accrued interest on that charge.
I contacted *********** last week about these charges on my Mastercard account and they connected me to their Disputes Department. They have initiated a Dispute Complaint and will investigate. In the interim, they removed the charges from my bill (the Amazon charge and related interest charges).
Thank you for your help. There is nothing further needed from the BBB at this point. Please close out this complaint.
Initial Complaint
Date:11/08/2023
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My Amazon account was hacked. Im not sure how considering I have two factor authentication and require an OTP code but none the less it happened. The hacker returned items I had ordered and requested the money be returned to Amazon gift card balance which they used to purchase online pc gaming codes. One of the items I had purchased was a fire tv which could not be activated because Amazon reported it stolen since a return had be authorized by the hacker. They made us pay for the tv again in order to activate it while they were trying to figure out what happened in my account. They did realize the account was hacked and put everything back the way it was excepted they did not return the $367.19 that we had paid for the second time and refuse to even though they know it was not us that got the return money. So basically we paid $734.38 for an Amazon tv that should have been $367.19. When I tried to get it fixed the work said no and hung up on me.
Business Response
Date: 12/01/2023
Hello *****,

I'm Praveen 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 trouble you had with the order.

I've checked and see that you have contacted our customer service department for a number of times and unfortunately due to lack of options, they couldn't help.

I understand that the order was refunded to the gift card balance and was redeemed somewhere else on an unknown account and you agreed to pay for the refund using your credit card.

In this case, the only option I see is either you dispute the charges with the bank or we can add a gift card for $367.19 to your account for future purchases.

We look forward to see you soon.

Regards,
Praveen M
Amazon.com.
*****************************
Initial Complaint
Date:11/08/2023
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 October 14, 2023 I placed an order from Amazon for an item, " Great Deal Furniture Zona Mid- Century Modern Mango wood 3 drawer Sideboard". Order#****. Delivered on October 23,2023, total $473.82. The item was described on Amazon as "new, but possibly not in original carton". When it arrived the carton was terribly damaged and the *** driver said he was going to mark this as damaged because it was in horrid condition and noted it was in original packaging because of picture on the outside carton.Upon opening, I discovered the piece was damaged beyond being able to be kept. It was in terrible shape just like the carton. I called Amazon and was told they would refund the product, but I had to place another order if I wanted a replacement. I told her the price was higher now and I felt this was not represented properly since it said it was "new, but not in original package" and actually arrived in original pkg, but terribly broken so obvious it was shipped out before. I would not have purchased this had I known the condition.She then told me again she would credit this one, then when I ordered a new one and received it to call Amazon back and they would issue me a refund for the difference in price. ($181.26) She said "she would send me an email stating the same, because "what they put in writing they had to honor". She processed the return, and sent me the email as she said she would.I placed a new order the same day October 27, 2023. Order #**** for the same item, order total $655.08. Item delivered October 31, 2023. The carton was in great shape. I unpacked the item and saw one corner scuffed (minor) and then the magnet that closes the door was broken off because they pack the shelf inside but it is not secured so it hit the magnet breaking it off, and cracking the interior wood corner about 4 inches. I was going to keep the item anyway since the outside looked good, knowing if it was returned it would just sustain further damage. I called Amazon Thursday Nov 2, 2023 , to ask about the credit for the difference. I explained the situation and let them know I had the email from the employee. I was transferred 3 times, and after holding for 35 min my call disconnected, with no call back to **** called again the next day Friday Nov 3, explained all again and was on hold 38 min. Transferred to the 4th person and again I was disconnected. (I had asked the operators both days to confirm my phone number and asked if I would be called back if the call disconnected since I was fearful with all the transfers.) Again, no return call. I called back again Friday Nov 3 and was on hold this time 1hr and 16 min. Transferred 4 times. The operator told me "She could not issue the credit, it was not an option and did acknowledge she saw the email the Amazon employee had sent. All she could do was return the item. I explained I wanted the item and it was not my doing the original was wrongly described, or that they could not exchange it. I had done was I was instructed to do and should not be expected to pay more since the price went **. In addition receive no compensation for the new damage so I could repair it. I told her it was not acceptable to have called so many times, for no resolution, that she needed to find a way to honor email, she said "she was not able to help me and that she had to disconnect the call" (which she did before I was able to say another word.) She then sent me an email saying they have fair pricing, and could not price match, which had nothing to do with my specific issue. I was not comparing pricing, I was having to pay more to get the same item because mine was first misrepresented, and second the price had increased several times since my original order. Both items say they are sold and shipped by Amazon.I am writing to you for assistance because I do not feel this is fair. I ordered the piece because I want to keep it.- I attached the email sent to me from Amazon saying they would credit the difference because they did not have a replacement. -Attached screen shots of my call records.(3 in total) 2 on same screenshot. -The photos of the current damage that I was willing to live with. (And actually should receive some discount do so, since I need to repair, and it it is beneficial to them as well to have me keep it)- The email they sent me about price match- that does not have to do with my situation.
Business Response
Date: 11/21/2023
Hello ****,

I'm Praveen 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 issue you had with the order.

I understand you were promised price difference.

I've issued refund for the amount $181.26 and you would see the refund in 5 business days.

We look forward to see you soon.

Regards,
Praveen M
Amazon.com.
*****************************
Customer Answer
Date: 12/04/2023
Hello. I replied to the BBB via a direct email I was sent in my first notification that Amazon had replied to me.
They did issue the credit in regards to my first complaint being the price adjustment they promised me when I had to order the more expensive item to replace the damaged one I returned.
they DId NOT reply to me about the damage on this new item I am in possession of. I asked for a credit so I could keep the pieces **** have it repaired because the seller has no more if I return it I would be out of luck.
they just say they cant do that.
just close the claim I think its the best they are going to do and Im stuck with a broken item I will have to fix at my expense
Initial Complaint
Date:11/08/2023
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.
On October 10th, 2023, I ordered an item from Amazon.com with the name "OMGO 84'' L-Shape Convertible Sleeper Sectional Sofa with Storage Chaise and Pull-Out Bed, Linen Upholstered Reversible Corner 3 Person Couch, for Living Room, Apartment, 84, Dark Gray-1" for $429.99+tax and $6.99 shipping with the expectation of the order being delivered to me in ************, **. On October 26th, the item was marked as delivered on Amazon.com despite never arriving. I was home to receive the package for the entirety of October 26th and did not see any attempts for delivery nor did I receive any communication from either *** or Amazon.com. I contacted Amazon.com costumer support on that day and they told me that if the item does not arrive by the end of day on October 31st, then I should contact them again (see: "A"). The item did not arrive by the 31st and, thus, I contacted customer support again. This time I was told that I would receive a refund in the form of store credit, which I was happy with (see: "B"). Then I received an email stating that the carrier has confirmed delivery and the refund would not be issued (see: "C"). This information was not consistent with the tracking information provided to me by *** or Amazon.com, which clearly states that the item was not delivered to the original recipient (see: "TL-1", "TL-2", "TL-3", "Amazon-TL"). I proceeded to contact Amazon.com costumer support again and this time I was offered another refund, which I accepted and was happy with (attachment: "D"). After waiting for the refund for multiple days, I received proof of delivery notifications from *** stating that the items has arrived in ******, ** (see: "***-notif", "P-1", "P-2", "P-3"). I contacted Amazon.com again and this time they told me that the refund was cancelled and to reply to the email they sent me (see: "E"). I proceeded to reply to the email with the proof they requested and I received a response confirming the denial of a refund (see: "F"). I want a refund.
Business Response
Date: 12/10/2023
Hello,

We have granted the customers request for a refund.

We sent an email to the customer through their registered email address on 11/11/2023. This email confirms that the refund has been issued for USD 460.52 to the original payment method.

Sincerely,

****
Amazon.com
Customer Answer
Date: 01/03/2024
On December 10th, 2023, I received an email from a representative of Amazon stating that the previous statements, that denied me a refund, were made in error and I would see the refund in my account in 4-6 business days (see attached screenshot). I am writing this on January 3rd, ****, which is significantly past the "4-6 business days" quoted to me, and I still have not received a refund. This complaint has not been settled. Please re-open this case.
Business Response
Date: 02/08/2024
Hello *******,

I'm Praveen 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 trouble you had with the order.

I've checked and see that a full refund has been issued on Tuesday, February 6, **** for $460.52. The refund should be seen within 5 business days.

We look forward to see you soon.

Regards,
Praveen M
Amazon.com.
*****************************
Initial Complaint
Date:11/08/2023
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.
On November 4th, I contacted Amazon about an order of two voice changer toys that I received that were broken. I was informed that because I purchased them using a promotional credit, they could not be returned or refunded. The associate then told me that for the inconvenience of it, and because I'm such a valued customer, if I wanted to place a new order and pay for the items, he would then issue me a full refund once my order was delivered. Then I would have two toys that worked and a refund of my money. So, I ordered the two new voice changer toys and they were delivered. I contacted Amazon and they are refusing to issue me a refund for the order. I have an email as proof from the associate that promised me the refund, and several different Amazon associates and supervisors have ALL refused to refund me. I've been disconnected from live chats and hung up on during phone calls. Complete disrespect and unacceptable behavior from a multimillion dollar company that I've been loyal to for well over ten years. Most of my income gets spent on Amazon.com, so this really has me feeling angry and disappointed to say the least.
Business Response
Date: 11/09/2023
Hello ***,

I'm Praveen 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 trouble you had with the order.

I'm sorry for the incorrect solution provided by our previous associate. This is clearly not expected.

Unfortunately its not technically possible to refund for the order. If you wish to, I can try to add a Gift card for same amount instead. If its okay for you, please let us know and we will help you.

We look forward to see you soon.

Regards,
Praveen M
Amazon.com.
*****************************
Initial Complaint
Date:11/08/2023
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I ordered a $50 build a bear gift card from Amazon.com as a gift. Amazon sent an email to the gift recipient that had a link that said, click here to get your gift card from our business partner. However, the link did not work. I contacted Amazon to get help and they said they investigated and someone else other than the recipient obtained the card and therefore they cannot help me or give me a refund or send me a new card. I asked for any proof or evidence so I can report this to the police but they are not responding.
Business Response
Date: 11/09/2023
Hello *******,

I'm Praveen 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 trouble you had with the gift card.

I see that the item was delivered electronically. As the issue didn't occur on our platform, we are unable to take responsibility. Unfortunately there is no other information we can provide in this case.

We look forward to see you soon.

Regards,
Praveen M
Amazon.com.
*****************************
Customer Answer
Date: 11/09/2023

Complaint: 20843005

I am rejecting this response because:
I purchased the gift card directly from Amazon, Amazon sent the email and there was absolutely no way to ever get the gift certificate. I have asked for any way to find out more about the claim that someone else other than the intended recipient was able to claim the gift card so I can have the police investigate, but have not received anything. I do not think Amazon should be selling things that they cannot support or provide service for or even provide a contact at the third party they are blaming for the issue. This seems like a scam and fraudulent activity to me and should not be permitted legally.
Sincerely,

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

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