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

59,704 total complaints in the last 3 years.
21,543 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:11/11/2023
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.
From Amazon.com I received a ********************* Game with a large hole in the upper right corner box (pictured). Via chat, I provided all the information to return the damaged item. There has never been issues before with this type of request. They stated that my account is under investigation for this return; in order for my return to be considered I need to submit a copy of my state issued drivers license because of "abnormal activity". While trying to ask more questions and very concerned about abnormal activity and no explanations, Amazon disconnected the chat. Then I called Amazon. I explained to them what happened and was put on hold. The person said she will attempt a return, but I need to provide personal information and a copy of my drivers license. I told her that I am not comfortable providing that information to an unknown source and find it unreasonable that I am expected to keep damaged items sent to me. She stated this is a new policy "maybe a couple days old" and they wont issue returns and refused to provide answers. I am now left with a product that is damaged and no way to return it even though I have all the receipts. Amazon is using concerning and aggressive language to strong arm me to provide personal/sensitive information. Identity theft is very concerning, they can't explain why they need it, there is nothing indicated on my account that there is an issue, and they told me that I may or may not receive the refund even if I provide it. I wont be sending a copy of my drivers license to a call center; who knows what else they will do with it. I am very concerned and want to report these business practices. This isn't disclosed when buying anything from Amazon, when questioned they can't explain why they need it or what they are going to do with it, they end chats and calls and they are using accusatory language as though I have done something wrong without any explanation to force me to provide my private information, that is unnecessary.
Business Response
Date: 11/15/2023
Hello ******,

I'm Himaja 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 am sorry to hear about the issue you faced with the ********************** Game' received as a gift that was purchased on our website.

Upon reviewing, I see that while creating the return, refund was routed to the purchaser's payment card and hence, a refund worth $20.62 was successfully issued to the payment card of the purchaser.

In this case, kindly contact the purchaser regarding the refund as the refund is already added to the purchaser account and we don't have an option to process the refund twice.

Thank you for your understanding. We hope to see you again soon.

Regards,

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

Complaint: 20858931

I am rejecting this response because:
Your email doesnt even begin to explain why I was treated the way I was. Is this in fact your new policy? Amazon sends a damaged product and then in order to either get a refund or replacement need to be accused of doing something wrong and be told multiple times that I am under investigation and to send private documents to a unknown source to be considered eligible for a return? To be completely honest, the items I have received from Amazon are in terrible condition a significant amount of time. I will not spend my money on items that have been sent to me with holes in the boxes, items that reek of smoke or toothpaste that isnt sealed, or even on childrens shoes that were sent in used condition. It is also unacceptable when I question the validity of what your employees are saying to me and for them to be rude, annoyed and disrespectful by then ending the chat without answering my questions and ******* me off the phone. Then leaving me no other avenues than to file a complaint with the BBB to get answers. Your email still provides NO answers.

I sent the item to the original purchaser to ensure their money wasnt wasted on an item that arrived damaged. They had to get involved when I was left without any options for resolution. It shouldnt be this difficult for Amazon to correct their mistake!

Sincerely,

***************************
Initial Complaint
Date:11/11/2023
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.
Amazon is refusing to refund me for items ive returned that are already in their possession because theyre mentioning suspicious activity on my account and requiring me to upload my drivers license or passport to their portal. I dont feel comfortable uploading and personal document as such to a portal for a company that has employees all over the world and puts my information at risk. Informed amazon of this and was told I have no other option and agent disconnected chat. They also refused to tell me what the suspicious activity was and wouldnt give me any further details. They received the item back October 24th and never informed me additional information was needed or that there is any suspicious activity until i reached out to them on November 10th when I was still not refunded. My amazon portal says my refund will come in 2-3 business days which is deceiving. I feel as if this is a shady business practice and when I asked the representative why I was not informed a identification document was necessary until I reached out about my refund still not being processed a month later a chat was disconnected and I was not helped further.
Business Response
Date: 11/12/2023
Hello Cambrei,

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 was concerning to hear about the way customer service has handled your concern.

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

Situations such as these are very rare, and are corrected shortly after they are reported. Please be assured that we would definitely work on your feedback and ensure that such issues do not arise in future.

I've reviewed the order and I see we have received the replacement item return on October 24, 2023. As replacements are free of cost, I've requested a refund of $45.37 to your credit card on original order.

You'll see the refund on your **** statement in the next 3-5 business days. You'll also be able to see the refund request here:

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

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

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

Regards,

Sahitya
Amazon.com

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

Customer Answer
Date: 11/13/2023

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,

Cambrei *******
Initial Complaint
Date:11/11/2023
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 this item 2 months ago and haven't received a refund despite filling out an incident report and being promised a refund over a month ago.
Business Response
Date: 11/13/2023
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.

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.

I understand that you're concerned about refund for returned product from order #***-7631790-8287413.

I've reviewed your account and I see an email was sent with subject "Your Amazon.com order" on "Saturday, November 11, 2023". I request you to please check your inbox for the correspondence.

Please complete the steps requested in that email for refund as we won't be able to take action till verification process is complete.

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: 11/13/2023

Complaint: 20858906

I am rejecting this response because:
The link that was sent to me in that email does not work. I'm unable to upload a picture of my license. They are going back on their word to process the refund after sending it back.
Sincerely,

***********************
Business Response
Date: 11/21/2023
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 regarding the order 112-7631790-8287413.We kindly request you to contact your card issuer again and re-dispute the transaction to be reimbursed.

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

*****
Customer Answer
Date: 11/23/2023

Complaint: 20858906

I am rejecting this response because:
I cannot dispute second time with my bank. If it's possible, I would gladly accept store credit.
Sincerely,

***********************
Initial Complaint
Date:11/11/2023
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 purchased a drone on 9/18 for $664.57 and had it delivered to the Amazon Locker at my local Lucky grocery store. Sadly, it arrived after I left on my trip to *****, so when I got back I sent it back via *** return, and *** came to my house and picked up the return on 10/02. The tracking info is: 1Z55AY222618942710. Amazon never updated me on the return, and when I asked after a couple weeks they said wait until after November 8th. I contacted Amazon again, yesterday on 10/10, and was told that I need to upload my driver's license to get a refund. I got an e-mail saying there was suspicious activity on my account, and that I can continue to use the account, but can't ask about the return and wouldn't be refunded without my driver's license. I've never had this happen before, but more importantly, if there is fraud that Amazon indicated, my account is still open to be used. *** verified the return, the tracking info shows delivered to Amazon facility. I'm worried about sending my driver's license and that personal info to ********************** with a digital copy who know what they do with especially with customer service representatives all around the world. For Amazon to say there is fraud and then want me to give ver personal and private information, it's a very scary situation, and I just want a refund for a charge that has been on my account for almost two months, and I've had to pay credit card interest on that charge of something I never even used.
Business Response
Date: 11/14/2023
Hello ******,

I'm Himaja 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.

We are sorry to hear about the issue you faced with the return of your 'DJI Mini 3 (DJI RC) - Lightweight and Foldable Mini Camera Drone' purchased on our website.

I've reviewed the details of the return and it appears that we have received a wrong item instead of the expected item "DJI Mini 3 (DJI RC) - Lightweight and Foldable Mini Camera Drone with 4K HDR Video, 38-min Flight Time, True Vertical Shooting, and Intelligent Features" at our return center.

We've disposed of this item and can't return it to you. Per Amazon's return policy, Amazon doesn't store mistakenly sent items, and no compensation is provided for incorrect items sent to Amazon.

As the return window for item expired on October 19, 2023. At this time, we're no longer able to accept the return of the correct item.

Please see the following Help page for more information about returns and refunds:
**************************************************************************************

Thank you for your understanding. We hope to see you again soon.

Regards,

Himaja
Amazon.com
*****************************
Customer Answer
Date: 11/24/2023
Im not even sure how to respond. Amazon said there was fraud on my account, and their response is they got a fraudulent return. I think that fits with what I said.
Initial Complaint
Date:11/11/2023
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 26, 2023, I ordered 41 Amazon Gift Cards. They were on sale for $10 and said they would be loaded with $20 value on each card. Amazon.com Gift Card in a Reindeer Snowflake Greeting Card. Upon receiving them, they were only loaded with $10 value only.1) I attempted to return them because they were not what I ordered. Amazon said gift cards were not returnable.2) I contact customer service chat and they said they would have another department contact me within 48 hours two weeks ago, but no one reached out to me. I asked to receive the $20 value gift card, but there was no response.Had I been given the option to cancel the order and just receive my money back, that would been okay. I had to claim all the gift cards to my account because I could not return them. If I paid for $20 amazon gift cards and they were delivered, they should be loaded with the advertised value not a different value.I'd prefer to receive qty 41 $20 amazon gift card loaded, but if that is not possible, I would accept a Amazon store credit of $205. I don't know what I'd do with all this amount, but at least I don't have to worry about shopping on Amazon a few months.
Business Response
Date: 11/12/2023
Hello ***,

I'm Himaja 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 an incorrect price was displayed for the Gift card when you placed your order. At any given time, despite our best efforts, a few of the millions of items on our site may be mis-priced.

Unfortunately, we are not able to honor the price for additional quantities of this gift card you may have purchased in this or any other order.

We hope to see you again soon.

Regards,

Himaja
Amazon.com
*****************************.

Customer Answer
Date: 12/01/2023
Vendor did not honor price they advertised. I do not care how many listings they have on their marketplace, either offer to cancel the order if you can not honor it, or ship what you advertised. They offered a small concession but it is not what I want. Amazon has impunity to behave as they wish using the excuse that they have millions of listings and that they are allowed to honor the prices on their web site for specific items. I had no choice in the matter but to accept the amazon gift card with the wrong amount listed and apply them to my balance. Now, I have a surplus of gift card balance which I must spent and have been told I have no other options such as a return nor a refund.
Initial Complaint
Date:11/11/2023
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 placed a large order, one of the items I ordered was an unused new resin mold costing ***** which included keychain parts as well. When I received the order the keychain components were completely missing and the resin mold was used and covered in resin pieces glitter and little stars. I contacted Amazon for support and they informed me I would be unable to get a return or refund without submitting a government issued ID, which I am not comfortable with. If I did not I would be unable to receive a refund or return and would no longer be able to file a complaint for that order, which was a larger order costing 891$. Parts of that order have not arrived yet and if any or some of it was damaged I would not be able to receive a resolution without the government ID. Tracking number is **********************
Business Response
Date: 11/12/2023
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 sincerely apologize for the inconvenience caused with order.

I've reviewed the item Mocoosy 182Pcs Resin Molds and you can return the item within 30 days of delivery for a full refund.

Our ********************* guides you through the process and gives you options for a return mailing label:

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

Our team has sent two emails on Saturday, November 11, 2023 with subject line "A Message from Amazon ***************** and "Your ******************** order". I request you to please check your inbox for the correspondence.

Link to submit documents was provided, we request you complete the process with in 6 days and rest assured protecting your privacy and the security of your personal information is and has always been, a top priority for Amazon.

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: 11/13/2023
Once again I received the same response, that I cannot do anything without submitting a government ID. Which as stated ** clearly not comfortable with since they are going to submit it to a third party for confirmation.
Initial Complaint
Date:11/11/2023
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 Sept ***** & Oct 3, I made multiple purchases from Amazon.com totaling $1168.88. Shortly after, I returned the majority of these items. Between Oct 5-7 I was only partially refunded $703.83. The remaining refund = approx. $276.30 PLUS TAX where applicable. I found it strange that by Nov 10 I still had not received the full refund so I contacted Cust Serv via the ********************** app chat. I spoke with *********************** who apologized for the refund delay but claimed due to "abnormal refund activity" my account was supposedly under investigation & the only hope I had to be fully refunded was by submitting a government-issued ID via some sketchy *********** service provider. She sent me an email with instructions & a link. According to her there was nothing she could do for ******* only option was to comply if I wanted my request to be fully refunded to even be considered & even then upon review it was not guaranteed? When I asked why Amazon failed to notify me they were withholding my refund money unless I submitted an ID, she provided no answers, instead she insisted I just do as the email instructed & promptly disconnected the chat. Today, 11/11 I called Amazon Cust Serv with hopes someone would explain why Amazon was refusing to refund me for items I had returned. I was transferred to the most unprofessional supervisor ********************* who told me if I wanted to help myself to stop wasting everyone's time with my questions & just submit the *** I was given NO explanation despite pointing out that for the last 6 weeks I had been purchasing, returning & getting refunded without a problem much less having to provide an ID? He threatened to end the call if I did not agree to submit my ID, which according to him was the only way I would get my money. This is outrageously invasive - all I ask is to be refunded for ALL of the items I returned. Order Numbers: 113-6990416-1561847, 113-1478271-3404211, 113-9451932-0925057, 113-6998089-1022616, 113-0431164-9706658, and 113-6656082-0792245
Business Response
Date: 11/14/2023
Hello,

I'm Himaja 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.

We are sorry to hear about the issue you faced with the items you returned.

I've reviewed the details and see that out internal team has reviewed your concern and requested you to provide a valid government-issued identity document for further review.

Please find below the correspondence email sent to you on November 11, 2023 at 1:02 PM (PST):

"Hello,

Thank you for contacting us regarding your order 113-6990416-1561847.

Because we noticed abnormal activity on your account, we need to verify your identity before we can consider your request for a refund or replacement. We may also request additional information before granting your request.

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

All personal information that you provide will be handled in accordance with our Privacy Notice. To review our Privacy Notice, go to "Amazon and Your Personal Information":
************************************************************************************

What happens when I submit my ID document?
We will review your order and your account and verify your identity through one our third-party service providers. Once you have submitted your information through the secure customer portal, it will take us 3 business days to determine an outcome. At that point, you can contact us to learn the outcome of the investigation.

What happens if I do not submit my ID document?
You may continue shopping on Amazon, but you will no longer be eligible for a refund on the order 113-6990416-1561847. Also, you will not be able to investigate this order issue further.

Who can I contact if I need help with this issue?
You can contact us through your Amazon profile. To do so, go to "Amazon Customer Service":
*****************************************"

Thank you for your understanding. We hope to see you again soon.

Regards,

Himaja
Amazon.com
*****************************
Initial Complaint
Date:11/11/2023
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 multiple backpacks to trial their size and capabilities. I returned them via their refund policy, items show as delivered back to Amazon. Amazon will not process my refund without getting my ID. 2 of the 3 items show returned, 1 does not. That item is the **** Renegade PRO Backpack (Renegade Pro, ***********************), Medium
Business Response
Date: 11/14/2023
Hello Jordan,

I'm Himaja 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.

We are sorry to hear about the issue you faced with the refund issue on the return of your 'OGIO Renegade PRO Backpack' purchased on our website.

Upon reviewing, I see that our internal team has reviewed your concern and requested you to submit a Government issued ID proof for further review

Please find below the correspondence email sent to you on November 11, 2023 at 5:30 PM (PST):

"Hello,

Thank you for contacting us regarding your order 114-0427460-8825841.

Because we noticed abnormal activity on your account, we need to verify your identity before we can consider
your request for a refund or replacement. We may also request additional information before granting your request.

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

All personal information that you provide will be handled in accordance with our Privacy Notice. To review our Privacy Notice, go to "Amazon and Your Personal Information":
************************************************************************************

What happens when I submit my ID document?
We will review your order and your account and verify your identity through one our third-party service providers. Once you have submitted your information through the secure customer portal, it will take us 3 business days to determine an outcome. At that point, you can contact us to learn the outcome of the investigation.

What happens if I do not submit my ID document?
You may continue shopping on Amazon, but you will no longer be eligible for a refund on the order 111-9906609-8670664. Also, you will not be able to investigate this order issue further.

Who can I contact if I need help with this issue?
You can contact us through your Amazon profile. To do so, go to "Amazon Customer Service":
*****************************************"

Thank you for your understanding. We hope to see you again soon.

Regards,

Himaja
Amazon.com
*****************************
Initial Complaint
Date:11/11/2023
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.
Date of transaction: 11/04/2023. Purchase a new bidet toilet with insurance policy and paid the difference with my credit card. Toilet was delivered on 11/09/23 and appeared used, seat was not completely wrapped in plastic, water spots on the toilet seat, and paint chips can be visibly seen on the seat cover. Notified Amazon upon delivery and included pictures, Amazon did not offer a replacement so I can have a working toilet for the holiday. Instead I am having to wait for my money back onto my credit card and the amount that was covered from my Assurion warranty. *** picked up the toilet on 11/10/2023 and shows it is on the way back. Instead of Amazon refunding any payments that was used for this purchase they are deliberately not offering a replacement and waiting to refund me the monies that used for this payment. I was not aware that Amazon is in cahoots with the insurance company and I have to use the insurance money back on Amazon. This is the 2nd toilet that was purchased from Amazon that was either used or broke down before a year. I was hoping to be able to purchase the bidet from a local proprietor. We are senior citizens and my husband has a total knee replacement and find the features of a bidet is extremely needed. I would hope you can assist me on getting a check for the total amount covered by the insurance company so I can purchase from a more reliable Company.
Business Response
Date: 11/12/2023
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.

The e-mail address you contacted us with doesn't have an order matching what you described. We only provide information and make changes when the request comes from the e-mail address associated with the account.

Please write back with order ID so we can review and assist you further.

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

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

Regards,

Sahitya
Amazon.com

***********************************
Customer Answer
Date: 11/16/2023
The email address used for this order is : *******************.
Order # for bidet is 111-2096529-8749052
Order # for warranty is 111-4982912-1690600.
The problem is that I would rather this be paid directly to me instead of having to buy another toilet from Amazon. Amazon sends out used products or products they do not inspect before sending out. My daughter is on dialysis waiting for transplants and everything needs to be sterilized.
Business Response
Date: 11/19/2023
Hello ****,

Thank you for sharing the order details.

It was concerning to hear about the condition in which you have received the product.

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

Situations such as these are very rare, and are corrected shortly after they are reported. Please be assured that we would definitely work on your feedback and ensure that such issues do not arise in future.

I've reviewed the order and when replacement is not available option our team offers refund on return.

I see we have received the product on Monday, November 13, 2023 and a full refund of $1199.13 was processed on the same day Monday, November 13, 2023. $409.70 to your VISA wchi will be credit din 3-5 business days and $789.43 was credited back to your account gift card balance.

You can view your gift card balance and activity here:

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

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

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

Warranty was refunded on November 9, 2023. You can check for similar product from different available seller on our website and re-order and we assure you will receive the product without any further issues.

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

Regards,

Sahitya
Amazon.com

*****************************
Customer Answer
Date: 11/22/2023
You have not responded to my request that ******** sends me a check like most warranty companies do. They said that they are made to steer people to keep buying from Amazon by giving them gift cards and are not offering to send me a check in lieu of making me buy another of Amazons items that have either been returns or sub par. I pay with my credit card for the warranty and the previous toilet and it was not by a gift card. I feel people need to know that these warranty companys that Amazon uses are being controlled by Amazon to keep buying their sub par products they offer that are so over priced. Whoever heard of buying a supposedly new toilet with chips out of the painted finish exposing spots of white underneath that will only get worse over time. I would appreciate if you will send me a check for the balance I have left on my gift card so I can purchase my bidet toilet from a more trustworthy Company.
Business Response
Date: 11/28/2023
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 understand you would like a check refund however BIASUNS Black Smart Toilet with Auto Open and ASURION 4 Year *************************** Plan were purchased using Gift card balance which was claimed on November 1, 2023.

Order ID: ******************* - Payment mode was **** + Gift Card.

$409.70 was paid using your **** credit card and $789.43 was via Gift card balance and refund was processed to your original payment method on Tuesday, November 14, 2023.

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

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

Order ID: ******************** - Protection plan was completely paid using Gift card balance and refund was back to your account Gift Card on Thursday, November 9, 2023. When account Gift Card balance is used for purchase we won't be able to refund the amount to credit card or send a check for the amount.

Refund amount was later used on below purchases:
111-4279425-0133826
111-9105837-3026665
112-6345617-1905038

You can view your gift card balance and activity here:

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

Since both orders have been refunded completely and was used on other order purchases, we are not able to send check refund.

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

Regards,

Sahitya
Amazon.com

*****************************
Initial Complaint
Date:11/11/2023
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.
My problem is with my Order, #***-1774143-0362652. When got the package I noticed that it was the wrong item in the box as it wasn't even the same brand so I opened a return request to return the item and I packaged it and left it in a *** pickup bin only to find out that Amazon counts it as not even picked up days after I dropped it off so I contacted customer service to ask why it says that and they told me to wait 2 weeks and contact them back so I did and now they are requiring me to upload sensitive personal documents to even be considered for a refund??!! it's not even an expensive item either it's less than $100 meanwhile I've given Amazon much more money, now I'm out my money and the wrong item I received
Business Response
Date: 11/14/2023
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 #***-1774143-0362652. It is certainly not what we expect our customers to go through.

I have reviewed the order and I see that we never arranged a pickup by **** I see 2 returns labels that were for Drop off at *** store and there is no tracking information on any label.

For certain orders, Our Specialist team requires a government issued identity proof to investigate the order in question.

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

You can attach a return receipt in your response to this email so we can work on refunding this order for 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
***********************************
Customer Answer
Date: 11/14/2023

Complaint: 20858587

I am rejecting this response because:
I don't have a return receipt because like my complaint mentioned I dropped it off in a *** pickup bin (one of those outside metal bins) which dont give receipts

Sincerely,

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

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