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

59,759 total complaints in the last 3 years.
21,524 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:11/10/2023
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 bought at amazon.com and the delivery method was to an Amazon locker. Because I couldn't go to pick up my shipping from Amazon to the locker, I was getting a full refund of my order (included in the shipping policy). But then they told me my bank rejected the refund to my credit card (the same credit card I made the purchase). So they couldn't refund me my money to my credit card. I asked my bank if this was true and they told me it wasn't. Because they told me I couldn't get the refund to my credit card I was offered a check or a gift card so I chose a gift card but now I've been thinking about it and this is outrageous, if I made a purchase and didn't receive and supposedly will have full refund this must be done to the same method I use to pay which was my credit card so I want my full refund to my credit card without any excuses. order #***-9573408-9225821
Business Response
Date: 11/11/2023
Hello,

I am ******** 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 your concern regarding the refund issue. I'm sorry for the inconvenience caused.

Upon checking on the details, I see that the team have processed the refund to your original payment however it was returned back to our system as "Declined" from the card issuer. This is the reason our team requested to select alternate refund method.

However as you mentioned you have contacted your bank and they confirmed there isn't any issue, it must be a technical glitch due to which this should have happened and the refund declined.

I've shared this feedback with our team to get this checked for necessary action and have processed your refund again to your original payment.

The refund of $48.37 + $65.32 = Total refunded:$113.69 should reflect on your billing statement in 3-5 business days. You will be notified via email once this refund is completed.

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

We look forward to seeing you again soon.

Regards,

********
Amazon.com
***********************************
Customer Answer
Date: 11/16/2023
So I finally had a refund to my credit card so that demostrated that it wasn't a problem from my bank but I had a partial refund. Now I would like to know what happened to the other part of my refund.

11/11/2023 AMZN Mktp USCR.C.INT. US -65,32 USD -65,32 (Already refunded).

So I had -65,32 refunded. But the total was 113,69. So where are the 48,37?
Business Response
Date: 11/18/2023
I am ******** 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, the refund for $48.37 has failed again. An email confirmation was sent on your registered email id on Saturday, November 11, 2023 at 10:49 AM (PST). I've tried again to process it to your original payment however it is not going through.

Please confirm if you would like it as Amazon gift card balance on your account. I'll go ahead and right away add it for you.

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

We look forward to seeing you again soon.

Regards,

********
Amazon.com
***********************************
Initial Complaint
Date:11/10/2023
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 August 31, 2023 I ordered 6000mAh Replacement for Dewalt 20V ********************** with Dewalt Battery DCB205 DCB205-2 DCB206 DCB207 DCB203 DCB201 DCB204 Compatible with Dewalt 20 volt Battery and ************** Tool ****** from Amazon. Order# ***-6280029-5461842 Within the first week of using the item one of the batteries was defective so I set up a return. I returned the defective battery with the expectation of getting a replacement battery. After Amazon received the item I was told that it was the wrong item. I contacted customer service to learn more and was told that it was a partial return since it was 1 of 2 batteries. I asked for a return label to return the other battery and was told not to worry that they will issue a full refund and not to return the other battery. I was notified a week later that I needed to return the correct item or my refund will be reversed. I contacted them serval times for a return label and was not supplied one. After many attempts to get a return label none was provided or clear directions on how to return it. I have now been charged the $66.52 and attempted assistance through their appeal and escalation process. They replied "The return window for "6000mAh Replacement for Dewalt 20V ********************** with Dewalt Battery DCB205 DCB205-2 DCB206 DCB207 DCB203 DCB201 DCB204 Compatible with Dewal" expired on October 8, 2023. At this time, we're no longer able to accept the return of the correct item." This is not correct because on October 24 I received an email "This is a reminder to return the item below. Weve issued your refund in advance, but still expect to receive the return. Send the item back by Fri, Nov 3 to avoid being charged again." I am now told today. "However, we'll not be able to offer any further insight or action on these matters, and any additional inquiries on this matter won't receive a response."
Business Response
Date: 11/11/2023
Hello,

I am ******** 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 caused regarding the return and refund issue for your batteries order. I've shared your feedback with our team to get this checked and avoid it happening again.

I've made an exception and created a new return label on your account (email sent on your registered email id) which is valid for 7 days from the time it is created. I request you to please return the correct item at the earliest. Once it is received, verified and processed, our team will be able to check further to process the refund.

Thank you for your understanding.

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

We look forward to seeing you again soon.

Regards,

********
Amazon.com
***********************************
Initial Complaint
Date:11/10/2023
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 have 3 charges on my Amazon account (all of which have been taken from my bank account). I spoke to several agents on the online chat customer service and was told they could not find the charges. After two hours of being passed around in the chat, I call Amazon customer service. The first rep tells me they CAN see the charges but cant tell me what theyre from. The next rep says Im making it up and no charges have been made to my account. I would like my money back! I also want to note that one of the cards charged (****) was not my default card and should not have been used at all-there was no money in that account and now Im facing overdraft fees! Will attach photos of transaction list from Amazon and bank statements.
Business Response
Date: 11/11/2023
Hello,

I am ******** 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 apologize for the inconvenience caused regarding the unauthorized charges and for the bad experience you had with our customer support team.

Upon checking on the details, I see that you have a merchant account registered with us and those charges appears to be from that account. I request you to please login to your merchant account to be able to see those transaction details.

If you do not have any merchant account with us or no longer use it, I request you to please contact your card issuing bank and file a dispute to get the refund.

I appreciate your understanding and patience.

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

We look forward to seeing you again soon.

Regards,

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

Complaint: 20853494

I am rejecting this response because: I dont even know what a merchant account is? Im not sure why Im being charged for something if Im clearly not using it. These charges are unacceptable. If I were actively using a service from Amazon, I could understand charging me for them but I have no notification or understanding of these charges and why they are being incurred. Please do the right thing and make good on this or I will bring myself to close my Amazon account-this would be a loss for your company as I spend thousands on Amazon annually.

Sincerely,

************************************
Initial Complaint
Date:11/10/2023
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.
Being charged shipping fees as a prime member ,upon inquiry i questioned why we are being charged shipping fees whe 48 miles away *********** is not being charged shipping for prime members ? We then approached **** and requested the cost to mail a package to *********** and the same package to ***************** pr ************** and vi *********************************************************************** the same "ZONE" over the last 10 years we have paid thousands of dollars in shipping fees when pr members pay 0 for shipping ,this is patently unfair and should be caused to treat us equally
Business Response
Date: 11/11/2023
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 shipping charged to ***********.

Standard shipping (37 business days) is free for prime members as a prime benefit and it is chargeable for members who did not subscribe for prime.

However expedited (25 business days) & Priority Shipping (14 business days) is chargeable for both prime and non prime members.

Unfortunately we are unable to offer any refund or compensation according to Amazon policies.

To know more about the shipping times and rates, please check our help pages using below links :

Shipping Rates for ******, ******, and *********** : **********************************************************************************************************************************************

Amazon Prime Shipping Benefits : ************************************************************************************

Thank you for your patience and understanding.

Regards,

*****************************.
Initial Complaint
Date:11/10/2023
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.
October 28,2023 is when I placed an order from Amazon in which needed to be returned in order to get a refund in which I returned and provided a receipt. The order #***-8074134-6341807 Men Velvet loafers the total for the item was $59.23 October 31,2023 I placed another order and the same thing is happening but this time they wanted me to go file a police report in which I did and they still refusing to refund my money back because I have not received this item at all. The item # ***-5740036-6121863 the total for this order was ******
Business Response
Date: 11/22/2023
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 Order ID: *******************.

A refund of $156.59 is processed on the order to your original payment method and it will reflect in 3-5 business days.

For your information, out of $172.53 order total, a refund of $15.94 is issued on October 29,2023 and remaining $156.59 is processed now.

Happy shopping with Amazon.

Regards,

******************************
Customer Answer
Date: 11/28/2023
Here is the order number 111-8074134-6341807 you all still have not dealt with and this was in my complaint to you all and the issue still not complete can you please refund me my money so we can move forward
Customer Answer
Date: 11/28/2023

Complaint: 20853090

I am rejecting this response because order number 111-8074134-6341807 still has not been fulfilled, the item was returned and delivered and still nothing has happened for almost a month, can you please issue my refund please

Sincerely,

***************************
Customer Answer
Date: 11/28/2023
Amazon.com still has not responded to order 111-8074134-6341807 in which the item was returned and delivered to their warehouse and no refund was issued
Business Response
Date: 12/02/2023
Hello,

Thank you for writing back to us.

We have not received the Mens Velvet Loafers in fulfillment center and the so the refund is not processed on the order.

Unfortunately we are unable to take any actions on this order.

Regards,

*****************************.
Customer Answer
Date: 12/05/2023
Here is the evidence to prove the order number 111-8074134-6341807 men white velvet shoes was delivered to your fulfillment center since November
Customer Answer
Date: 12/05/2023
Hello I have sent this company all evidence to prove the item was delivered to their fulfillment center since November and they still refusing to release my refund for order number 111-8074134-6341807 white velvet loafers
Initial Complaint
Date:11/10/2023
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.
Subject: Urgent Refund Requests for CarLink System and Blink Cameras Order #***-8581456-1254620 and #***-2145894-0358622 Dear Amazon Customer Service,I hope this message finds you well. I am writing on behalf of *****************************, who has encountered challenges with two recent purchases: the CarLink system (Order #***-8581456-1254620) and the Blink Camera (Order #***-2145894-0358622).1. **CarLink System:** ****************** has been facing difficulties obtaining a refund for the CarLink system, which was never received. Despite efforts to resolve this matter, he was directed to contact the seller. It is believed that Amazon, as the primary entity facilitating these transactions, should communicate with the seller on ********************** behalf to ensure a resolution. The order total was $295. Norma400.2. **Blink Outdoor Wireless Weather Camera:** Additionally, ****************** has concerns about the order for the Blink camera. The order total was $206.92, calculated from an initial price of $379.99, a Lightning Deal discount of $187.95, and an estimated tax of $14.88. Despite the discounted price and payment of $206.92, there appears to be a discrepancy that warrants clarification and resolution.To support the request for a refund and resolution to these issues, I would like to draw attention to relevant sections of the Fair Credit Reporting Act (FRCA) and the ************************ (FTC) guidelines that emphasize consumer rights in such situations.I kindly request your prompt attention to these matters, as ****************** is eager to reach a satisfactory resolution. Supporting documentation and evidence have been included for your reference. If necessary, further communication is welcomed to ensure a swift and amicable resolution.Thank you for your understanding and assistance in addressing these concerns.Sincerely,***************************** PS also they threatened to close my business account if I was to do a charge back I have evidence of recorded calls
Business Response
Date: 11/14/2023
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 orders.

Our team is working on the concern with "CarLink System" and we will get back to you with a update on it soon.

For Blink camera, as we check product price is $379.99, Tax is $14.88. This totals order value as $394.87 and out of which you lightning deal discount of $187.95.

After this discount shipment total is $206.92, which is charged to you for this product.

Please check order breakup details below :

Subtotal: $379.99
Shipping & Handling: $0.00
Total Promotions Applied:- $187.95
Tax: $14.88
Shipment Total: $206.92

I hope this information helps.

Please reply on this email if you find any discrepancy for blink camera charge and request you to wait for the update on carlink system.

Thank you for your cooperation.

Regards,
******************************
Business Response
Date: 11/17/2023
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.

A refund of $210.11 is processed to original payment method on order#***-8581456-1254620, this refund will reflect in 3-5 business days on your account.

Request you to wait till then.

Thank you for your cooperation.

Regards,

*****************************.
Customer Answer
Date: 11/17/2023

Complaint: 20853050

I am rejecting this response because:
I am asking for a refund for two items when a room was for the cameraS that Ive been calling for ever since I bought them because they dont work all you guys do is troubleshoot, troubleshoot, troubleshoot, troubleshoot I shouldnt have to go to through troubleshoot every time they should be working but they disconnect all the time then I cant use them at all. Its crazy. You guys always do this. I need to get to give me my money back or give me credit for them so I can purchase some cameras I do actually work you know you guys are lucky that Im not sending the whole echo to because it ***** but it is what it needs to. You know these cameras there just in my drawer I need to swap them out I need cameras.
Sincerely,

*****************************
Business Response
Date: 11/21/2023
Hello,

Thank you for writing back to us. I've provided BBB with a copy of this message.

We have issued refund for Order ID: ******************* and we are unable to take any actions on Order ID: *******************.

Charge breakup details are provided in clear and with regards to refund, we are unable to process a return or replacement on the order as the return window closed on Expired on July 26, 2021.

I hope this information helps.

Thank you for your cooperation.

Regards,

*****************************.
Customer Answer
Date: 12/01/2023
Subject: Urgent Refund Requests for CarLink System and Blink Cameras Order #***-8581456-1254620 and #***-2145894-0358622

I haven't either received the money for the refund or a resolution for the cameras you just give a total
Customer Answer
Date: 12/01/2023
Subject: Urgent Refund Requests for CarLink System and Blink Cameras Order #***-8581456-1254620 and #***-2145894-0358622 I havent received any feedback on my cameras hello theyre just right here I need you to get to return them. Do you guys want me to send you guys emails where Im writing to you guys and you guys all you guys wanna do is freaking you know troubleshoot, and this was before that time.
Customer Answer
Date: 12/03/2023
I think you guys have people I work with this company is doing fraud
Initial Complaint
Date:11/10/2023
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.
For order 113-4186713-7237037, the item was returned back to ** due to buyer provided the wrong address. Amazon issued 100% to buyer because buyer filed the ** claim. The original shipping fee is not refundable because we do have to pay for the shipping fee to ship to the buyer. Please reimburse us the original shipping fee for this order.
Business Response
Date: 11/12/2023
Hello,
We have granted an A-to-z Guarantee claim of $106.58 on order 113-4186713-7237037. We have debited the amount from seller's account but have not counted the claim against seller Order Defect Rate.
Initial Complaint
Date:11/10/2023
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.
I have been an Amazon customer and ********************** member for YEARS. I rarely had issues until recently. My packages started being returned to sender. I was told that they were damaged and undeliverable but it happened again and again and only to packages shipped by Amazon. I was told by an Amazon driver that the drivers **** them undeliverable if they don't want to drive to the address for delivery. I am no longer getting anything I order unless **** or *** delivers it. I've spoken to numerous Amazon "customer service agents" that have accomplished nothing. I've asked to be provided the number to the fulfillment center the packages are coming from and was told there is only one phone number for Amazon. I've wasted so much time and money trying to get things I can't get locally for my wedding and daughters' birthday party. I want the delivery issue fixed or refunded for my Amazon prime membership. Amazon needs some serious customer service work. All of the items I attached pictures of were ordered within a 3 week span and all returned to sender by Amazon delivery drivers. The other image attached is a delivery driver telling me they don't want to drive to the addresses so they **** them damaged and send them back. And if the damage claim is legitimate then the Amazon **************** is extremely careless to damage this many packages for one person in a 3 week time span.
Business Response
Date: 12/20/2023
Hello,

I'******************* 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 really sorry for the trouble you've had with your recent orders. I'd request you to provide the order numbers so that we can investigate further.

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

Complaint: 20852814

I am rejecting this response because:
I provided screenshots of all returned items, but here is a list of the order numbers. I believe I got them all but may have missed some since the list is extensive.
111-4611237-3672227
111-4418908-3886663
111-3674652-8246656
111-3671031-0781062
111-4070938-8405066
111-1499032-9954614
111-9129057-1434641
111-2976826-8681026
111-6173140-6541812
111-4610401-5584205
111-0257680-7082643
111-6274915-4329063
111-3849102-7502625
112-3754187-9274668
111-8738251-6660227
111-2587561-7004266
111-1694210-2620244
111-7572208-0757847
113-0533529-9712212
Sincerely,

*****************************
Business Response
Date: 12/26/2023
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 delivery of your orders.

I know this has been a disappointing experience for you, therefore, I have forwarded all your comments to the attention of our appropriate department in our company to let them know about your experiences and we'll make sure the appropriate people will take necessary action so that we will mitigate such instances with your future orders.

Thank you for being a valuable customer.

Regards,

Prashanth *****.
Customer Answer
Date: 01/02/2024
Amazon never provided me with a resolution and it doesn't appear that they will.
Initial Complaint
Date:11/10/2023
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.
To Whom it May ********* am reaching out for your assistance because my Selling on Amazon account (********************** Merchant Token: A3LE38YUT6OTKX) has had the Merchant Fulfillment permissions removed due to concerns about out-of-policy drop-shipping, and I cannot get anyone at Amazon to respond to my appeals.For background, due to incorrect inventory counts, I oversold my stock on a single item. I mistakenly tried to preserve the customer experience by placing 2 orders for the item from another online retailer. Amazon has since restricted my account to FBA only **********************, and I cant participate in FBA without removing my ability to fulfill my obligations to the other platforms I currently sell on, ******* and eBay.I understand that the best buyer experience would have been to cancel the orders. I have worked very hard to educate myself on Amazons drop-shipping policies and have made changes to the way I conduct my business and track my inventory. I have practices in place to prevent this from ever happening again.Please, help me to get my issue reviewed by someone in authority at Amazon. I never intended to hurt the customer experience, and I have learned a hard lesson.I am respectfully asking for the restoration of my Merchant Fulfillment capabilities. Thank you ************************************************ Merchant Token: A3LE38YUT6OTKX
Business Response
Date: 11/12/2023
Hello,

We have reviewed the sellers account and we are unable to reinstate their seller fulfillment selling privileges.

We are unable to provide information on our investigation methods.

Sincerely,
Initial Complaint
Date:11/10/2023
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.
Order date: 10/29/23. Date of Charge: 10/30/23. Amount of charge: $173.91. Product: Beats Fit Pro-True Wireless Noise Canceling earbuds. I received the Beats earbuds on 10/30/23, the same day my card was charged. I found the earbuds to be an inferior product, unable to properly charge. I initiated a return on 10/31/23 and fully complied with the return instructions: I packaged the item I received in the original packaging, carefully boxed the earbuds, and dropped off the package at a *** store. On 11/09/23 I received an email from Amazon saying I returned a different product than I received. After two phone calls and two emails I was informed I sent back the same product with a different serial number. However, I sent back the exact product I received. Any error concerning the serial number is completely *********************** doing. I sent back the exact product I received. I have never had any other Bests product. I received three emails informing me Amazon is refusing to refund my return.
Business Response
Date: 11/11/2023
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 112-9104137-8265841.
After careful review, we see the correct information has been provided. Based, on the update from returns team the product that was returned to us was beats fit pro with different Serial Number /IMEI number ************* instead of the correct Serial Number/IMEI Number *************.

At this moment, we are unable to process the refund on the order.

Thanks 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: 11/11/2023

Complaint: 20852602

I am rejecting this response because: Amazon claims I sent back a product with a different serial number than the one I received. I, in fact, returned returned the exact product I received. If there is a mix-up on the serial numbers its the fault of Amazon and not my fault. Amazon now has both the product and my money. Since I found the product to be inferior, I should receive a full refund.

Sincerely,

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

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