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.
21,478 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:11/09/2023
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.
11/13/2023 Complaint Dear people of the BBB.I have something I would very muck liked to be looked into. I had a store in Amazon called goldminehandicapping racing where you list products and they sell them for you. Well I kept receiving notices saying they were going to increase rates, which there should not of had any rates for my small store front. So I emailed Amazon and told them to close my store. I had no products in the store and when someone wanted to buy something I would received a notice and send them the product. Well they never closed the store and Charge me fba storage fees and I have not sold and there for over 6 years. My last bill was over ***** and every month they continue to charge my credit card fees and I do not have anything In the store. When I talk to seller central they say that they cant figure it out but will get back with me.Well they email me with 20 links but can not understand why this s happening. I am 76 years of age and feel this is intent to defraud. Any help in this situation would be deeply appreciated. Its hard for me as I have had a triple by pass and everything is by computer. Thank you kindly . Case id- *********** ************************** *****************************************************************
Business Response
Date: 11/10/2023
Hello from Amazon.com,

Thanks for reaching out to us. We recognize how crucial it is for their business to get all questions answered.

Please inform the Seller that we have reviewed their account and unfortunately the charges for Amazon FB storage fees are valid, and we are unable to waive.

No orders were found within the account, but the fees are for storage units in the fulfillment center, multiple shipments were found in the account, therefore, the fees are valid.

Can I avoid paying long-term storage fees?

Long-term storage fees are assessed every six months, on February 15 and August 15, on inventory stored in a fulfillment center for six months or more.

To avoid these long-term storage fees, you can either sell through your inventory in less than six months, or remove your remaining inventory prior to the assessment. You can remove your inventory at any time. You can also set up an automatic removal for inventory soon to be subject to long-term storage fees.

In the other hand, the Seller must be aware that account closures can only happen if the following criteria are met:

    Fulfill any outstanding orders.
    Wait 90 days after your last sale to ensure the A-to-z Guarantee claims period is honored.
    Wait until you have a zero balance in your account (your next disbursement or charge date) this applies for both positive and negative balance.
    Resolve all of your transactions with buyers, including issuing any necessary refunds.
    Confirm that your bank account information on file is up-to-date to receive a final payment.
    Check your Performance notifications to make sure that all the reasons for your account's suspension have been resolved, and your account is restored.

Therefore, we regret that the resolution offered is not what they have hoped for; however, please be assured that we have worked with several internal teams to obtain the proper resolution after the necessary investigation was completed.

Thanks for your time and cooperation.

Regards,
Customer Answer
Date: 11/10/2023

Complaint: 20849524

I am rejecting this response because:

Sincerely,

***********************; I am rejecting their proposal because I have told Amazon numerous times to close my store 6 years ago and they not only did not close my store but tried to tack on fba storage fee's . So if I do not have a store that I instructed them to close how can they tack on storage fees ? I do not owe anyone or have any products in their store.if you will look I had no sales in over 6 years.thzt is the main reason my store said out of product.zgain I want a email stating that this store is closed
Business Response
Date: 11/11/2023
Hello from Amazon.com,

I have reviewed the prior information given and was able to verify that this was correct. As the fees are for storage units in the fulfillment center, multiple shipments were found in the account, therefore, the fees are valid. That being said, we are not able to waive the associated fees.

Can I avoid paying long-term storage fees?

Long-term storage fees are assessed every six months, on February 15 and August 15, on inventory stored in a fulfillment center for six months or more.

To avoid these long-term storage fees, you can either sell through your inventory in less than six months, or remove your remaining inventory prior to the assessment. You can remove your inventory at any time. You can also set up an automatic removal for inventory soon to be subject to long-term storage fees.

On the other hand, the Seller must be aware that account closures can only happen if the following criteria are met:

    Fulfill any outstanding orders.
    Wait 90 days after your last sale to ensure the A-to-z Guarantee claims period is honored.
Wait until you have a zero balance in your account (your next disbursement or charge date) this applies for both positive and negative balance.
    Resolve all of your transactions with buyers, including issuing any necessary refunds.
    Confirm that your bank account information on file is up-to-date to receive a final payment.
Check your Performance notifications to make sure that all the reasons for your account's suspension have been resolved, and your account is restored.

Therefore, we regret that the resolution offered is not what they have hoped for; however, please be assured that we have worked with several internal teams to obtain the proper resolution after the necessary investigation was completed.

Thanks for your time and cooperation.
Customer Answer
Date: 11/13/2023

Complaint: 20849524

I am rejecting this response because: Amazon refuses to close my store i have ask them over 10 times to close my store. I ask them to close my store 5 years ago and send them back any products. the only thing they sent me was a bunch
of string. I owe no one or sellers any money and amazon can keep any product as I have not sold anything for over 5 years when they were suppose to close my store. And they did not send me any more of my product. Even today i received mails wanting documentation about my products. I will
contact seller today again to ask for my store to be closed. I receive emails saying it is closed

Sincerely,

***********************
Customer Answer
Date: 11/13/2023
I would like Amazon to notice that if you looked at my store say inactive or out of stock this shows that the store has been closed. there are no items to sell or available. If you call seller support, they say they are not trained to close stores. all they do is send you about 40 links
Business Response
Date: 11/14/2023
Hello from Amazon.com,

Thanks for reaching out to us. We recognize how crucial it is for their business to get all questions answered.

Please inform the Seller that we have reviewed their account and unfortunately the charges for Amazon FB storage fees are valid, and we are unable to waive.

No orders were found within the account, but the fees are for storage units in the fulfillment center, multiple shipments were found in the account, therefore, the fees are valid.

The emails that the Seller has received while contacting selling Partner Support to get the account closed is as follows:

Account closure can be completed using the following tool: ***************************************************************************

In the given tool, the seller will be informed whether the account can be closed, as previously mentioned if the criteria below is not met the request cannot be fulfilled

Seller must be aware that account closures can only happen if the following criteria are met:

    Fulfill any outstanding orders.
    Wait 90 days after your last sale to ensure the A-to-z Guarantee claims period is honored.
    Wait until you have a zero balance in your account (your next disbursement or charge date) this applies for both positive and negative balance.
    Resolve all of your transactions with buyers, including issuing any necessary refunds.
    Confirm that your bank account information on file is up-to-date to receive a final payment.
    Check your Performance notifications to make sure that all the reasons for your account's suspension have been resolved, and your account is restored.

Therefore, we regret that the resolution offered is not what they have hoped for; however, please be assured that we have worked with several internal teams to obtain the proper resolution after the necessary investigation was completed.

Thanks for your time and cooperation.

Regards,
Customer Answer
Date: 11/14/2023

Complaint: 20849524

I am rejecting this response because: they state that I must formally all orders. In which I have no orders And as far as resolve all orders with buyers I have none as my products clearly say in active or out of stock.I have talked to ******************************************************** this but then send me 40 links.how can they be customer support a d not be able to help you when your 75 years of age.I feel this is intend to defraud when they can not helping you with your store.they see that I haven't sold anything
In 5 years but still try to get storage fee's on my products. My bank is up to date but I also feel the Attorney general should receive a letter about the problem I am having. Thank you

Sincerely,

***********************
Initial Complaint
Date:11/09/2023
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.
$76.01. I keep reporting and trying to get my money back. I have failed so far when we are supposed to help me recover my money from a damaged nonworking device. I reported it that way and now I am reporting it as fraud because they are not giving my money back regardless of how I report it, so now Im reporting to you
Business Response
Date: 11/10/2023
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 for 8-Watt Dual Band Two-Way Radio.

Upon reviewing, we see the order was placed on December 9, 2022. Our returns procedures state that within 30 days of delivery of your order, you may return most merchandise in new condition, with the original packaging and accessories, or any defective merchandise, for a full refund.

Due to the amount of time lapsed from 30 day return window, we are unable to accept the return or issue refund on the order.

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

Complaint: 20849283

I am rejecting this response because: The item I purchased was faulty after the **************************************************************************************************************************************** so after the 30 day timeframe it wouldve been like this months without payment or any help Months later I called to report this right around I dont know August and it wouldve been the same thing if I wouldve contacted after the 30 day timeframe, so what is the difference between now hassle and earlier hassle nothing Wouldve changed anyway It was still going to be this long hassle regardless Ive also filed a claim With my bank Still waiting on Amazon. I think to do their job and acknowledge the claim and have them approve it. I filed a claim with the bank in August.

Sincerely,

*************************
Initial Complaint
Date:11/09/2023
Type:Order Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Illegally Withholding my funds, I have no idea what "Released" mean.
Business Response
Date: 11/27/2023
Hello,

We have received the seller's appeal and it is still under review. We will send an email to the seller's registered email address when we have a resolution.

Regards,
Amazon
Business Response
Date: 12/01/2023
Hello,

Funds for the amount of USD ******** USD were transferred to your bank account on file. These funds should arrive on 12/12/2023. If you do not receive these funds by that date, you can contact us at ***************************************.

Regards,
Customer Answer
Date: 12/01/2023

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:11/09/2023
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 name is ************************* email acocunt amazon: ************************ it was my first order on amazon ive placed a orden with my gift card. ive taked screenshot at each gift card and printed every email of gift card order from ******* company. They give points for use and share the activity on my phone and then i can redeem for any gift card brand in your catalog. This is a terrible error with me. For GOD Help me with this error. please GOD help me with a person that can help me with this. i will attach all the evidence of gift card. please bbb.org help me for GOD this is a error with my person. Please Amazon reinstead my account
Business Response
Date: 12/06/2023
Hello,
We have reviewed the customers buyer account and require more information to complete our review.
We have requested the necessary information from the customer via email. We sent this request to their registered email address on 2023-10-13
Customer Answer
Date: 12/28/2023
My name is ************************* email acocunt amazon: ************************ adrress are in ******** *********** ************************************************ .it was my first order on amazon ive placed a orden with my gift card. ive taked screenshot at each gift card and printed every email of gift card order from ******* company. They give points for use and share the activity on my phone and then i can redeem for any gift card brand in your catalog. This is a terrible error with me. *** ordered a new Tv 32" because i have a older older tv, i have also gift card balance avalible to buy anything else, please For GOD Help me with this error. please GOD help me with a person that can help me with this. i will attach all the evidence of gift card. please bbb.org help me for GOD this is a error with my person. Please Amazon reinstead my account
Business Response
Date: 01/21/2024
Hello,

We have reinstated this customers buyer account. We sent an email to the customers registered email address on 2024-01-22 confirming account reinstatement.

Sincerely,
Amazon.com
Initial Complaint
Date:11/09/2023
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 *************** sunglasses from a marketplace seller on 10/26/23. The listing says Prime One-Day shipping and Free Shipping and Returns. This order arrived late on 11/5/23. The worst part is when I opened the box the glasses were dirty, all scratched up and had HAIR stuck in the hinges. These were also not authentic *************** glasses but were in fact knock offs.I returned these 11/7/24 via *** and called Amazon 11/9/23 to inquire about my refund and they refused to refund **** told the agent I am disputing this charge with my bank the the representative stated I would get blocked on Amazon if I did that.
Business Response
Date: 11/10/2023
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've reviewed the complaint details and I'm very sorry for the negative encounter you had with our **************************** I will take a ***** feedback and escalate it on high priority to the concerned department and make sure necessary actions are taken to mitigate such instances in future.

Upon review, we see the return for *************** Sunglasses is in transit. Once the carrier receives your return package, it can take awhile to arrive at our *************** In most situations, returns are processed by Amazon in 30 days. In some situations, it may take longer. This additional time allows our ************** to find and process the item.

Fore more information on return, you can visit the below link:
*************************************************************************************

If you don't hear from our ************** by November 28, 2023, please write back so we can find out what happened.

We appreciate your time and patience on this matter.

Please feel free to contact us directly by replying to *********************************************** if we can be of further assistance.
Regards,
*********
Initial Complaint
Date:11/09/2023
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Amazon is not accepting return and they are continuing to run me around to different departments and trying to make me pay for the shipping on a return of defective item.
Customer Answer
Date: 11/09/2023
111-5565731-7650633
Respectfully,

*******************************;
Business Response
Date: 11/10/2023
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 am sorry for the inconvenience caused to you with your Amazon orders. I'd love to help, however, I wasn't able to find the orders.

I would request you to please write back with the order ids. You can look up your orders online through Your Account ***********************/your-account).

We appreciate your time and patience in these regards

Please feel free to contact us directly by replying to *********************************************** if we can be of further assistance.
Regards,
*********
Customer Answer
Date: 11/17/2023
Im satisfied with the resolution offered by Amazon.

Thank you for your assistance in this matter!
Initial Complaint
Date:11/09/2023
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Order placed October 27, 2023 ***** VSL#3 Probiotics Medical Food for Gut ************************** High Potency ***** Billion CFU Dose, 1 Gastro Recommended Multi-Strain Probiotic, ****************************************************** ice packs and seller sent it by **** and arrived November 6, 2023 no ice pack and was warm and product was suppose to be refrigerated I called my Dr and my pharmacy and they both said Do not take since it was not refrigerated and Amazon has been giving me the run around with 5 agents saying the same thing that they emailed the seller and give the seller 48 hours to respond and the seller did respond and not giving a refund and Amazon is still not giving me the refund as promised and as they stated they will give me a refund thru A to Z guarantee thru Amazon I told them I can ship product to them and they can give me a refund to payment method or gift card and I'm not getting anywhere with them.
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.

Im sorry to learn about the problem with your order #***-4599100-2982600. It is certainly not what we expect our customers to go through.

I have checked the communication with seller and I see that Seller has reassured that order was shipped with the proper guidelines, that is, with ice packs, cold storage envelope etc.

In this case, I can only suggest you to file an A-to-z guarantee claim once the order is eligible for it.

You can view this Help page link for instructions on how to file a claim:

************************************************************************************.

The claim can be filed against this order on or after November 13, 2023. Processing should complete within one week of the date the request was submitted.

If approved, your Guarantee reimbursement will be credited directly to the same payment method used for your purchase.

Information about A-to-z Guarantee requests, including processing times, can be found here: ***************************************************

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: 11/10/2023
A customer representative named Rahul that works for Amazon as you can see in attachment see Vsl3-3 ( Exhibit) your customer representative was giving me refund and that never happened And also in see attachment Vsl3 -3 ( Exhibit) your customer representative *********************** that also works for Amazon stated he opened a A-to-Z claim on Amazon on my behalf ! Also in Exhibit vsl3-5 is a screenshot of many of his feed back on doing this to other customers as well. And he is not following guidelines as well as I have enclosed picture as well in vsl3-1 (Exhibit) NO ICE PACK NO DRY ICE and plain white envelope shipped the cheapest way thru ***** This is fatal to everyone that receives this in this manor and takes this product from this company ! Now you say I can't open a A-to-Z claim on Amazon on November 13, 2023 When *********************** that also works for Amazon stated he opened a A-to-Z claim on Amazon on my behalf I'm tired of the run around from Amazon You can have the product back I just want a refund!

Customer Answer
Date: 11/11/2023
And you stated ****** said the package was shipped with sellers Guidelines that not's true as stated the medicine needs to be refrigerated at all times and the seller ships in plain white envelope thru **** with NO ICE PACK AND NO DRY ICE and I received it 7 Days later in my mailbox See attachment vsl3 1 ! At this point Amazon is responsible as well as seller to permit this fraudulent action since the medicine is suppose to be kept cold and Amazon knowing about the seller deceiving or misleading others when there is evidence in my exhibits that other customers are saying the same thing and Amazon is approving the review! Look at other sellers on your Amazon site there customers show images of them receiving the product with dry ice shipped thru Fed ex and you allow this seller to ship snail mail thru **** 7 Days later to make customers deathly sick! READ UP ON THIS PRODUCT IT IS MEDICAL FOOD NOT A VITAMIN!!!!
Business Response
Date: 11/16/2023
Hello,

Thank you for taking the time to provide us with additional information regarding customer claim on order *******************. Upon further review, we have decided to reverse our original decision and ***** the claim in customer favor. On this order, customer have now received a total refund of $71.00 back to their original payment method.

If they paid with a credit or debit card, the refund(s) may take a few days to appear on their statement. If they paid with an Amazon Gift Card, the refund(s) will be credited to their Amazon account.

Sincerely
Customer Answer
Date: 11/16/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

***************************
Initial Complaint
Date:11/09/2023
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.
Attempted to place an order for Coricidin HBP cough syrup. The Amazon order system asked for age verification, but would not accept my ******** Driver's License number. I spoke with two ********************** overseas customer service agents who did nothing to fix the problem. I also asked to speak with a *** supervisor, but both agents refused. I spent an hour on the phone with Amazon agents and still was unable to place my order. JPG files attached.
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 reviewed your complaint and apologies for the inconvenience you have experienced with placing an order for Coricidin HBP cough syrup.

I am unable to find the product in your cart, request you to add the item to your Amazon cart and help us with the link to the product by replying to this email.

Thank you for your cooperation.

Regards,

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

Complaint: 20848303

I am rejecting this response because:
Your ordering system will not allow me to add it the cart until verification is completed. Your verification process is not working for my ******** Driver's License. Please have a *** Executive Supervisor call me at home.

Sincerely,

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

Thank you for writing back to us.

I understand that you would like to speak with a *** Executive Customer Supervisor.

Unfortunately our team is the highest point of BBB Escalation and we all share same resources and knowledge.

However if you would still like to talk to a supervisor, request you to contact our customer service.

Here are our customer service phone numbers: - U.S. and ******: ************** - International: **************

I would love to help you with your concern, if you can help us with the link to the product by replying on this email.

Or can you please confirm if you are trying to buying it on amazon.com website or on pharmacy.amazon.com website?

Thank you for your cooperation.

Best regards,
***************************** P

Customer Answer
Date: 11/13/2023

Complaint: 20848303

I am rejecting this response because: Nothing has been fixed. I still have the cough syrup in my Cart and your verification process still will not accept my ******** Driver's License number to complete the order. I have spent numerous hours on the phone calling to may Amazon associates, but no one has fixed anything.

Sincerely,

*******************
Customer Answer
Date: 11/13/2023
Purchase from Amazon.com. I have ready replied to Amazon with the product link and my Cart. The Cough Syrup is still in my Amazon cart. No one from Amazon has called me.
Business Response
Date: 11/14/2023
Hello ****,

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

The state on your shipping address requires that we verify your age before you buy certain products. To verify your age, enter your birth date and ** card details - including the ** type, issuing state, and ** number when prompted in the checkout process.

We accept the following forms of identification:

-Military **

-Passport

-Drivers License

-State **

If you are unable to used license, use any alternate document.

For more information about shipping restrictions, visit our help pages:

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

We look forward to seeing you again soon.

Regards,

*****************************.
Customer Answer
Date: 11/14/2023

Complaint: 20848303

I am rejecting this response because: Nothing has been done by Amazon to fix the serious malfunction with their verification process. My ******** Driver's License is valid and they can call the ******** ************************* to verify. Again no one from Amazon management has called me to resolve this issue.

Sincerely,

*******************
Business Response
Date: 11/15/2023
Hello ****,

I am sorry for the inconvenience caused.

I escalated this to concerned team and checking to resolve it for you.

Request you to confirm if this is happening while trying to place order for any other products also.

Thank you for your cooperation.

Best regards,
***************************** P

Amazon.com
Customer Answer
Date: 11/15/2023

Complaint: 20848303

I am rejecting this response because: The problem still exists even when using another brand cough syrup. I added ***** cough syrup to my cart and ended up with the same error. Amazon management needs to fix this serious issue. Also call me to discuss this issue.

Sincerely,

*******************
Customer Answer
Date: 11/15/2023

Complaint: 20848303

I am rejecting this response because: The problem still exists even when using another brand cough syrup. I added ***** cough syrup to my cart and ended up with the same error. Amazon management needs to fix this serious issue. Also call me to discuss this issue.

Sincerely,

*******************
Business Response
Date: 12/08/2023
Hello ****,

Thank you for writing back to us.

Apologies that it is taking longer than expected time to help you with your concern.

Alternatively, request you to try and place the order for cough syrup on ************************************

You can contact our dedicated customer service phone number for assistance on buying any pharmacy related products with below details :

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

Monday - Friday: 8am-10pm EST

Saturday and Sunday: 10:00am-8:00PM EST

I hope this helps.

Thank you for your patience and understanding.

Regards,

*****************************.
Customer Answer
Date: 12/13/2023

Complaint: 20848303

I am rejecting this response because: Nothing has been fixed. I already had several conversations with the Amazon Pharmacy, but they were not able to help since this cough syrup is not a pharmacy item and sold on the shelf. I even sent 2 personal letters directly to the Amazon **************** in ******* Washington, but they have not contacted me. I need Amazon **************** to take responsibility and fix this serious issue. It has been well over two weeks since I sent the personal letters to the Amazon ****************.

Sincerely,

*******************
Business Response
Date: 12/28/2023
Hello ****,

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

Our internal team has tried to order the "Coricidin HBP cough syrup" from a test account and were able to place the order to an address in ******.

Also in our review, we found out that, some states has shipping restrictions to some products, in order to know if your state has a restriction to ship this product to your location, request you to change the address on your account and try to place the order.

That way we will be able to know if the product has shipping restrictions.

if you are still unable to place the order, it would help us a lot if you can share the screenshot of the error along with the timestamp if possible.

Thank you for your patience and understanding.

Regards,

*****************************.
Customer Answer
Date: 12/28/2023

Complaint: 20848303

I am rejecting this response because: Amazon Headquarters had not responded to either of the two personal letters that I sent over the last month. Amazon overseas customer service did not attempt to test this purchase using my account information. No one from the Amazon overseas customer service has taken responsibility to fix the problem which is the Amazon age verification will not accept my ******** *** Driver's License number. This cough syrup is available at ******* on the store shelf which I have previously purchased. Amazon needs to fix their age verification process.

Sincerely,

*******************
Initial Complaint
Date:11/09/2023
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Order number 111-7788858-8507463 was lost in shipping. I cancelled the order. Amazon is refusing to refund me on the order as it was paid for in an Amazon gift card there is no other way to dispute this besides with Amazon who refuses a refund, and asked for my ID which I will not provide as the items were never delivered. I was promised a refund by November 5th, then within 24 hours, then denied when they items never arrived. two orders of $42.55 totalling $85.10
Business Response
Date: 11/10/2023
Hello ******,

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

Im sorry to learn about the problem with order #***-7788858-8507463. I understand how frustrating it can be.

I have reviewed the order and can confirm that a full refund will be issued against the order before November 16, 2023.

If you have not received the refund by then, please contact us and we'll assist you further.

Please note that it is not possible to issue a refund before November 16, 2023. If the item is returned to us sooner, a refund will be issued accordingly.

You will be notified by email as soon as refund is issued.

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

Thank you for your patience and understanding.

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

Najam
Amazon.com
***********************************
Customer Answer
Date: 11/11/2023
Until the refund is issued I will not close this complaint. ***** acknowledges I'm owed a refund, the email I was sent prior to the BBB complaint directly contradicts what I am being told now. The email was uploaded and cited where I was told I will not get a refund without providing information that could result in identity theft.
Customer Answer
Date: 11/11/2023
I also believe I am *********** some sort of compensation for the faults of Amazon. They have lied at multiple corners and the fact it took this much to get a refund I deserve you should do something for the inconvenience and time.
Customer Answer
Date: 11/11/2023
This order states I was refunded. I paid for this order with my Gift Card Balance. Your website states I was refunded November 11th as you can see from the attached documents, also in the attached documents you can see my gift card history. On November 11th my gift card was not credited, nor was my credit card.
Business Response
Date: 11/15/2023
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.

Thank you for writing to us. I hope you're doing well!

I have now issued a gift card refund of $42.55 to your account. The gift card balance can be used against your next order with us.

To access your gift card balance and usage history, visit Your Account:

**********************/gp/css/gc/balance/

Thank you for your patience and understanding.

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

Najam
Amazon.com
***********************************
Initial Complaint
Date:11/09/2023
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On September 18, 2023, I ordered an Electric Mountain Bike with ********************************** Bike, from Amazon seller FREESKY. The cost was supposed to be $1,049 after a $300 coupon was applied, plus tax and a $150 Shipping fee.After many back-and-forth messages with Freesky through Amazons Problem With Order site, I was sent an additional battery from Freesky instead of my $300. However, after a few miles of riding the e-bike, I received an error message that I learned applied to the bike's brake system. I tried fixing the problem with the instructions sent to me, but they did not resolve it. It was suggested by ******* to try several other solutions. After only having the bike for a few days, I felt that I shouldn't have to repair a brand-new bike that was obviously defective. I wanted a replacement or a refund.Attached are my over-a-month-long correspondence with ******* and Amazon, resulting in their conflicting messages that I should return the e-bike, not return the e-bike, and not to worry that I will be given a refund. At this point, I am relying on the BBB to help with my refund.
Business Response
Date: 11/10/2023
Hello *****,

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

Im sorry to learn about the problem with your order ending in ****. It is certainly not what we expect our customers to go through.

I see that our A-to-z guarantee team sent you an email with return information. I request you to kindly return the item for a full refund.

As soon as you have returned the item, please send an email to seller attaching the return receipt.

The refund for order will be issued once seller has received and processed the returned item.

Thank you for your patience and understanding.

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

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

Complaint: 20847867

I am rejecting this response because:
See my reply to Amazon in the attached file.

Sincerely,

***************************
Customer Answer
Date: 11/12/2023
Reply to email I received from Amazon about my BBB Complaint:
from:********************************;<***********************>
to:*************************************************************
date:Nov 12, 2023, 7:23?PM
subject:Re: Your Amazon.com Inquiry - BBB Complaint #********
Najam,

I don't understand why I get the run around from Amazon's A-to-Z Guarantee. I thought this department aimed to help customers with problems with third-party sellers who did not adhere to Amazons standards for returns and refunds. One of the main reasons I have shopped at Amazon over the years was the ease of returning and receiving refunds for defective or not-as-advertised items.

In addition to your email this morning, I received another email from Amazon's A-to-Z Guarantee today.
Claim Decision On Order 111-1141277-7770641

We have withdrawn your claim on order 111-1141277-7770641 because you did not respond to our request for additional information within 3 days.

I am perplexed and do not feel that Amazon is genuinely trying to help me, the customer. That is why I have reported them to the Better Business Bureau because ******* was not willing to have me return the e-bike for an exchange without it possibly costing me more than I had paid for the e-bike in the first place. Amazon keeps withdrawing my claim. However, when I call or chat with them, I am told not to worry, that I will be receiving my refund, and that I do not have to return the e-bike.

I offered a compromise because I do like the e-bike and have recommended it to friends. However, the one I received was defective. I informed ******* within days of receiving it, and all I wanted was a replacement.

I feel that I have been mistreated by ******* and also by Amazon's A-to-Z Guarantee, and that is why I have filed my complaint.

Business Response
Date: 11/15/2023
Hello,

We are writing to you regarding your recent A-to-z Guarantee claim of $1,618.92 on order 111-1141277-7770641. Please provide us with the receipts documenting your additional shipping costs in returning the product. Once provided, the return shipping amount will be refunded to the payment method used to place this order and we will send you a confirmation. If you paid with a credit or debit card, the refunds may take a few days to appear on your statement. If you paid with an Amazon Gift Card, the refunds will be credited to your Amazon account.

How can I provide the receipts for my additional shipping costs?
You can upload the receipts by following these steps:
1. Go to the "Your orders" page:
*****************************************
2. Select the order or item you have issues with.
3. Click on Problem with order.
4. Go to the Refund request status section.
5. Click Add more detail.
6. Click Attach Documents to attach the files.
7. Click Submit.

When do I need to provide this information?
Provide us with the receipts within 72 hours of receiving this communication. If we do not hear from you within that time period, we will close your claim. You can re-open your claim within the claim eligibility period of 90 days after the estimated delivery date of the order and provide us with the receipts:
******************************************************************************************

Were here to help.
For more information about the A-to-z Guarantee, refer to our help pages:
*****************************************************************************

How was your experience?
*****************************************************************************************************************

Amazon.com
Customer Answer
Date: 11/27/2023
My complaint has not been resolved yet. This is the second time BBB has withdrawn my clai, because I have not responded within 3 days.
Should I just send you a note that I haven't heard from Amazon? Please reopen my case.
I have attached an email that I sent on 11/14/23 and the reply I received the same day.
As of today, 11/27/23, I still have not heard back from Amazon

Customer Answer
Date: 11/27/2023
I have sent the attached email to Najam at Amazon.com today, who I have been corresponding with concerning my BBB complaint with Amazon.
Customer Answer
Date: 11/29/2023
Please do not close my case with Amazon. I have contacted them once again on 11/27/2023 and below and in the attached email is their reply.
Hello *****,
Thank you for writing to us.I had transferred the case to our A-to-z guarantee specialist team for better assistance and informed you about the sameon November 15, 2023.
The specialist team responds directly to customers if needed, after reviewing the query.We appreciate your patience and understanding.
Regards,
Najam
Amazon.comhttp://www.amazon.com
This back and forth has been going on for months now between Freesky, their seller, and with Amazon.
Customer Answer
Date: 12/05/2023
Attached is my 47th email to Amazon and or Freesky e-bike, it's seller, that my complaint with the company has still not been resolved.
Customer Answer
Date: 12/13/2023
Amazon has fully refunded the cost of the e-bike I purchased from Freesky on September 18,2023.
I would like to thank the BBB for helping get this issue resolved, and therefore withdraw my complaint, as it has been settled.
Sincerely,
***************************

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