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:11/08/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased an item from Amazon from their third party seller BOLIGYANGNET. The item cost $****** a TV STAND w/ FIREPLACE. The fireplace doesnt work. I packed item in original shipping and followed Amazons process of return. The company wants me to for return at a cost of ****** thru ***** ground. I am not paying to ship this item back. I contacted Amazon and received the runaround from Amazon, Amazon A-Z. I asked for address in ** and ** for Boligyangnet and Amazon only has address in *****, so why ******* addresses. This company is nowhere to be found in any search engines. Also I called the number for returns and its for a Foxbridge and the woman in TN has no idea who Boligyangnet is. This company Amazon represents sounds like a scam and Im out ******.
Business Response
Date: 11/21/2023
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 your order. I've shared your feedback with our concerned team for the improvement.

We have issued a full refund of $752.49 back to your original payment method on Monday, November 13, 2023 at 2:59 AM (PST). This refund should reflect back on your billing statement as per the card issuing bank norms.

You need not to return that item. Please dispose it off. Thank you for your cooperation.

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:11/08/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My account was closed for suspicious activity however I havent done anything wrong I was told it was due to a previous account that was closed but that/those accounts were closed because I was givin a bad card it wasnt due to anything I did, they told me not to make any more accounts or contact them so this is my last resort
Business Response
Date: 11/16/2023
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 2023-11-16.

Sincerely,
********
Amazon.com
================
Initial Complaint
Date:11/08/2023
Type:Billing 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.
Greetings, My seller account was deactivated in error due to suspected relations with the seller account named **** NE, which I do NOT own. I conducted a deep investigation and found out that my account was related to the seller account named **** NE due to incorrect actions of the third-party services provider.I signed the Agreement for Marketing Services with Post Purchase Pro LLC. According to this Agreement, I granted the user permission to access my seller account for the email address that the third-party services provider provided.Later, I discovered that Post Purchase Pro LLC services other Amazon sellers using nearly identical email addresses to obtain user permission to log in to their clients' seller accounts. They also serviced a seller account named **** NE through an almost identical email address for user permission. Also, before starting work, the third-party services provider requested that I change the phone number on my seller account to the one they provided me with. According to their statements, this action was supposed to expedite their task execution under the Agreement for Marketing Services, as it saved them from the extra time required to contact me to obtain OTP codes. Post Purchase Pro LLC may have used the same phone number for the seller account named **** NE.As a result, the Amazon system linked my seller account to the **** NE seller account due to an almost identical email address for user permission and associated phone number.The Agreement for Marketing Services is now terminated. The user permission and phone number of the third-party services provider were removed from my seller account. To confirm my claims, I attached the supporting documentation, including my Plan of Action, as requested through the "appeal" button. Please review it to get more information. So, I look forward to a positive resolution allowing me to continue serving customers through the Amazon platform.
Business Response
Date: 11/09/2023
Hello,

We have reviewed the Seller's account and determined that they do not fit reinstatement at this time.
Thanks, Amazon.com Seller Performance
Initial Complaint
Date:11/08/2023
Type:Delivery Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Subject: Urgent: Empty Package for Order #***-6689732-1046747 Dear Amazon **************** Team,I am writing to report a significant issue with my recent purchase, Order #***-6689732-1046747, delivered on September 20, 2023. The package was empty.Order Details:- Order Number: ***-6689732-1046747 - Order Date: September 20, 2023 - Order Total: ***** - Shipping Address: ************************* ********************************************************************************************* Unfortunately, I am currently unable to access my Amazon account to initiate the return process for the empty package. I kindly request that you expedite the return procedure or, alternatively, issue a refund for the full order amount, as I paid for a product that was not delivered.I kindly request your assistance to resolve this matter, as I am unable to access my Amazon account. Please expedite the return process or issue a refund.I appreciate your prompt attention to this matter.
Business Response
Date: 11/08/2023
Hello *******,

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

I'm sorry to hear about the trouble you've had both with your account and your refund for Order #***-XXXXXXX-XXX6747.

You'll need to contact our partner site, amazon.co.**, for further assistance with this, as our international websites operate independently. You can contact them directly at:

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

I apologize for any inconvenience this has caused. Thank you for your understanding.
Regards,
Priyanka
Amazon.com
Customer Answer
Date: 11/09/2023

Better Business Bureau:

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

Sincerely,

*************************
Initial Complaint
Date:11/08/2023
Type: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 USUBALIEV Baigazyk, my merchant token is A2LO69T24978KU (***** email is ********************** and I am writing to you as a last resort to genuinely ask you to resolve the issue I am facing.I was requested by the Amazon team to send a utility bill or business license to reactivate my ** account. I sent both of the requested documents time and again, but every time were rejected without explanation.I double-checked my documents, and they fully meet Amazon Seller Identity Verification requirements.The information in my documents fully matches the information I entered in Seller Central.Therefore, I kindly ask you to review my documents one more time and reactivate my account. You can check the authenticity of my business license by clicking (***************************************************************************) If you need additional information to verify my account, I would be glad to take a video call to fully verify my identity.The utility bill and certificate of my company are attached to this letter. I am, looking forward to hearing from you. USUBALIEV Baigazyk
Business Response
Date: 11/09/2023
Please do not reply to this email. Replies are routed to an account that is used only for sending emails and is not monitored.

Hello,

We have received your submission and verified your documents, but we require additional information to reactivate your account.

How do I reactivate my account?
To reactivate your account, take one of the following actions to complete your identity verification:
-- Take a photo of your face and ID document using the Seller Central ID document photo service. This feature allows you to complete your identity verification in about 2 minutes and is available anytime.
-- Join a video call with an Amazon associate and show them the original documents that you provided when you registered your account.
This identity verification is required as an enhanced security measure.

What happens if I do not complete the identity verification?
If you do not complete your identity verification by either using the face and ID document photo service, or by showing our associate the original documents during a video call, your account *** remain deactivated.

How to complete the identity verification by taking a photo of your face and ID document
1. Go to Seller Central using the following link and sign in to your account when prompted:
*************************************************************************************************************************
2. On the "Verify your identity by taking a photo of your face" page, follow the on-screen instructions to take photos of your face and ID document using the camera on your device.
We will compare your identity document and face photo to determine if they match.

How to complete the identity verification through a video call
During the video call, you will be required to show our associate an original copy of the identity document that you provided when you registered your account. We do not accept any new documents.

How to schedule an appointment for the video call
1. Click the following link and sign in to your Seller Central account when prompted:
***************************************************************************************************
2. If you signed in on a new device, or if you have removed cookies, you will be redirected to the "Select a Merchant and Marketplace" page. On this page, select "*************" from the "Select an Account" drop-down menu. Make sure to select this option regardless of the Amazon store.
3. Click "Select Account."
4. On the "Identity Verification" page, follow the on-screen instructions to schedule a video call and select a date and time slot for your appointment from the available options.
5. Review the appointment time and the other resources to prepare for the video call.
6. Click "Next" to confirm the appointment.
We will send you a confirmation email within 24 hours after you schedule your appointment. The email will include instructions on how to join the video call.

Recording notice
If you opt for taking the identity verification by video call, the video call *** be monitored or recorded for training, security, and quality assurance purposes.
You are not allowed to take photos of the associate or record the video call.
We will handle the recording and your data in accordance with our Privacy Notice:
********************************************************************************************

We're here to help
If you have any questions, you can contact Selling Partner Support:
**************************************************************
Initial Complaint
Date:11/08/2023
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My order was lost and never delivered. Order # ***-4767300-6033803 Placed on 10/24/2023.Amazon will not issue a refund.The order was for my Childs halloween costume which ruined her halloween since it never arrived. Amazon states I rejected the order but it is false. I just canceled, it since it did not come on 10/26/2023 as promised.
Business Response
Date: 11/21/2023
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've reviewed your complaint and checked with the concerned department in this matter.

After reviewing they've requested you to provide the incident report in this matter.

The incident report you've shared previously is incorrect. Please answer all questions and resubmit the report.

Please reply to this email with your responses to the following questions in English or Spanish from the email address associated with the Amazon account that you used to place this order.

Youre able to send your responses directly in an email or through an attachment such as a PDF or JPG file.

The Incident Report has to be completed before 25-December-2023 to be considered for review. Send one set of responses for each package that you didnt receive. We typically respond in about 1-2 business days.

After you submit your Incident Report, you may be asked to complete additional steps before we can complete our investigation.

Incident Report

1. Order number:_______________

2. Today's date. (MM/DD/YYYY) :_______________

3. Package tracking number:_______________

4. Name of the items you didnt receive:_______________.

5. Is it your first Amazon package at this address that you didn't receive?_______________

6. If no, how many times it has happened? _______________

Thank you for your cooperation.

Your patience and understanding is appreciated. We look forward to seeing you again soon.

Regards,

Harasankar.M
Amazon.com
*****************************

Initial Complaint

Date:11/08/2023

Type:Billing Issues

Status:

Answered

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.

Hello I am reaching out because Im am unsatisfied and upset. On November 2, 2023 I had loaded a $35 increment to my Amazon gift card balance in which I intended to use for my personal needs. Within an hour my Amazon account is suddenly locked from customer support claiming they think someone unauthorized is accessing my account which was false because I was the only one using the account and they are requesting bank documents which is irrelevant because I never used any debit or credit cards nor a linked bank account with this purchase. Amazon is making my life a living h*** over $35 of my own gift balance. This is a bogus company with no concern for customers! Its been several days now I cant use those gift funds and Im ****** off! This will be my last time using Amazon clearly but just give me those funds back even if its a check to my address on file please?!

Customer Answer

Date: 11/08/2023

Amazon contacted me this morning to resolve my issue being blocked out of using my gift card balance. They asked for documentation such as drivers license and I uploaded as requested, just to have another agent decline the document saying I need a bill statement instead when the directions for me were clearly stated OR. Now I would have uploaded both but instead they have me locked out thinking this is getting resolved when I log in just says we are processing still. Nothing has changed this is my second complaint I am willing to withdraw once I regain access to my account.

Business Response

Date: 12/21/2023

Hello,

Amazon reserves the right to refuse service, terminate accounts, terminate customer rights to use *******************************************, remove or edit content, or cancel orders at its sole discretion.

We removed this customers access to their buyer account on our site. We took this action because an investigation of their account indicated that the customers buyer account violated our terms and conditions.

Due to the proprietary nature of our business, we do not provide details on our investigation methods.

We notified the customer of this decision by email on 12/21/2023.

Sincerely,
Amazon.com

Customer Answer

Date: 12/21/2023

Complaint: 20841163

I am rejecting this response because: they are asking me to upload bank statement for which I never used any bank to buy anything and especially before Christmas time these people are cold hearted.

Sincerely,

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

Initial Complaint
Date:11/08/2023
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Prior to placing my order it was advertised to me I have 30 days to return my items. Now when I try to return my items, amazon is telling me its 20 days. My orders arrived on October 18th. I think amazon should look into this and allow me to return my items considering I am still within the advertised window of 30 days. Order: 702-9714653-5524229
Business Response
Date: 11/21/2023
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've reviewed your complaint and checked with the concerned department in this regard.

If you purchase an Apple brand physical product from Amazon.ca, you can return the product within 15 days of delivery, unless it is subject to the Amazon Renewed Guarantee, in which case you can return it within 90 days of delivery.

Since the item has already passed the 15 day return window. We will not be able to accept return for it.

For more information you can visit the below mentioned link:

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

I hope this information helps. We look forward to seeing you again soon.

Regards,

Harasankar.M
Amazon.com
*****************************
Initial Complaint
Date:11/08/2023
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.
Between Oct 11, 2022 and Jan 15, 2023 fifteen Amazon Gift Cards, worth $50 each, totaling $750.00 value, were successfully claimed to my Amazon Account, affiliated with email address ******************** Note, no additional Gift Cards have been claimed by this account since Jan 15, ******* Aug 09, 2023 an Amazon Live Chat support agent instructed that my entire unused gift card balance must be frozen, or placed on hold, for up to 10 days to prevent the unwanted, automated, default use of my unused gift card balance to complete an Amazon Prime Video purchase. I was informed there would be a full return of the unused gift card balance to my account after 10 days and was not informed there was any risk of a revoked or reduced balance. Since Oct 11, 2022 only five transactions(totaling $31.88) involve my Amazon Gift Card balance. All five transactions are associated with a single $50 gift card claimed on Oct 11, 2022, claim code PMH2-XZT788-4HA6. The $18.12 remaining balance affiliated with this specific gift card was verified by an Amazon ******** Service supervisor on Sep 30, 2023. The total unused gift card balance on my account therefore should reflect $718.12, but it currently shows $318.12 which is $400.00 less than expected.On Sep 03, 2023 I first noticed $400.00 missing from my unused gift card balance. Additionally, new activity appeared for the 1st time in the activity log. The following eight gift cards show a "Balance Hold" of -$50.00 each, totaling -$400.00:Claimed On: Oct 11, 2022 Claim Codes:6L9G-EGRUNB-URAP, 563V-X86BEQ-7XA8, BRGY-FEQYWF-A9AA, RXK6-J999UM-****,Claimed On: Oct 22, 2022 HU3Y-F4GZJW-5MAL,Claimed On: Oct 23, 2022 E55S-V2LY85-9AAY,Claimed On: Nov 16, 2022 5Q7H-MT8VZH-5MAL,Claimed On: Jan 15, 2023 XXXX-XXXXXX-JSA6 Amazon ******** Service agents confirmed the unused gift card balance can be seen on their end and that they don't have an explanation for the revoked balance. The "Gift card escalation team" has never responded.
Business Response
Date: 11/21/2023
Hello Fares,

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've reviewed your complaint and checked with the concerned department in this matter.

After reviewing, they've requested you to provide the purchase receipt for the gift cards and the pictures of those gift cards.

Once we receive the requested information we will address the issue as soon as possible.

We look forward to seeing you again soon.

Regards,

Harasankar.M
Amazon.com
*****************************
Customer Answer
Date: 11/28/2023
Dear BBB.
Please provide Amazon with the following attachments, which are five of the seven emails my spouse received from the two different studies conducted through ********************************. These emails include five of the claim codes in question and shows they were clearly given to ** as incentives.
Thank you
Customer Answer
Date: 11/28/2023

Complaint: 20841077

I am rejecting Amazon's response to this complaint because it is unreasonable and therefore unacceptable. These gift cards were received as gifts/incentives, not purchased by me. A fact that must be well documented in their internal system considering I have shared this with them every time Ive called customer service over the past four months.

My concerns are as follows:

1. Seven out of eight of these gift cards were received, by my spouse and I, as incentives for participation in two independent academic studies conducted by ******************************** (***). Purchase receipts were never shared by either of these research teams and only claim codes were provided in the body of emails from ********************* and ********************** The point of contact for these two studies, an associate professor at ***, has been sent a request for purchase receipts. Additionally, a procurement agent in the Office of the Controller at *** was also sent a request for purchase receipts. The procurement agent was contacted only because Amazon.com provided that individuals email address as showing in their database as the original purchaser of these gift cards. *** has not yet responded to these requests as they must be quite busy.
2. If Amazon.com knows that seven of these gift cards were purchased digitally by the Office of the Controller at ***, how does Amazon.com expect to be provided a picture of something that physically does not exist?
3. The eighth gift card, redeemed to my Amazon account on Jan 15, 2023, with claim code ending JSA6, was a physical gift given to me by my mother in Dec 2022. For Amazon.com to request a receipt, as well as a picture, of a $50 gift card redeemed to my Amazon account nearly a year ago, is unreasonable. Once redeemed to my account it was recognized that a receipt for this was no longer needed.

Amazon **************** has been contacted numerous times to resolve this issue. The response by Amazon.com to this complaint makes it seem as though the above information was not communicated multiple times to multiple supervisors at Amazon.com, which it was, thus making claims by Amazon **************** agents that this issue was properly documented and shared with the appropriate team appear false.
Sincerely,
********************
Customer Answer
Date: 11/29/2023
Dear BBB,
Attached is a response from the Lead Scientist / Principal Investigator at ********************************, our point of contact with the purchaser of the Amazon gift cards. Included in the e-mail are purchase order numbers for the gift cards in question, along with the dates of purchase.
Additionally, attached are two e-mails containing claim codes that I originally received for participation in the *** studies, the only two not previously shared. The *** Lead Scientist was able to provide these immediately. Therefore Amazon now has all e-mails received that contain the seven gift card codes received as incentive gifts, along with the purchase order numbers, and dates of those purchases.
-********************
Customer Answer
Date: 11/30/2023
Update:
Attached are receipts sent directly from the original purchaser of the Amazon gift cards, a Procurement Agent in the Office of the Controller at ********************************. Purchase Order(PO) and Order Confirmation numbers are clearly visible on all receipts.
Receipt 1 - PO # **********, Order Confirmation # ***-9918892-4825068
Receipt 2 - PO # **********, Order Confirmation # ***-2575941-7596236
Receipt 3 - PO # **********, Order Confirmation # ***-0321081-2265861
Business Response
Date: 01/24/2024
Hello Fares,

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've reviewed your reply and checked with the concerned department in this matter. After reviewing they've added the gift cards to your account.

You can view your balance and usage history in Your Account here:

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

To learn more about using your gift card, visit our Help pages:

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

I hope this information helps. We look forward to seeing you again soon.

Regards,

Harasankar.M
Amazon.com
*****************************
Customer Answer
Date: 01/25/2024

Complaint: 20841077

I am rejecting this response because:
Hello **********,
Thank you for all your help! This has been a 6 months struggle and I'm glad it is finally almost resolved. However, only seven out of the eight gift cards have had the hold removed. There is still one $50 gift card that is locked/on hold.
This card is more than likely the physical gift card that I received as a gift and redeemed to my Amazon account on Jan 15, 2023 (ending in JSA6). It is the only gift card I do not have the full claim code for. It has previously been requested that I submit a photo of the gift card and the receipt, but I hope you can understand that this request is simply impossible, considering I have redeemed this gift card to my Amazon account over a year ago now and have discarded both the card and receipt long ago. If giving me a new $50 gift card claim code to make up for this card is easier, please do. Regardless, I would still appreciate if Amazon would honor this $50 gift card in whatever way is possible and quickest.
Sincerely,
********************
Customer Answer
Date: 01/29/2024
Thank you for all your help. I have resolved this issue with the Amazon BBB representative ********** through emails and I have recovered all my gift cards that were put on hold. I can't seem to close the case through the BBB website currently, so if you could do that for me that would be greatly appreciated.

Again, thank you for all your assistance in this matter.

Sincerely,
********************
Initial Complaint
Date:11/08/2023
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I ordered an Instant Pot - 6 quart Pressure cooker on November 4th for same day delivery from Amazon. It was supposed to have been delivered on November 4th. We have delivery instructions specifically for the Amazon Driver to deliver it INSIDE the apartment building, and to not leave it outside of the building.There is a mailroom on the first floor of our building with a CCTV inside, specifically to deter theft for residents. The only way to gain entry into the building is to call my number from the Callbox at the main entrance doors. On November 4th, the driver did not call me from the callbox or cell. Instead I got a notification that my package was delivered and it was "delivered near the front door or porch". I opened my apartment door and it is not there. I went downstairs to the mailroom and it was not there. I checked the entrances to see if it was there, and it was not. There was no delivery confirmation photo. There was no notification other than the order marked delivered by the driver.I contacted Amazon asking for a refund and they did not provide me one. They told me I need to wait until November 7th after 6pm CST to request a refund because "their system will not allow it." I was frustrated but I said fine. I ordered a 2nd one on November 5th and the driver actually called me to gain entry into the building, dropped it off to me IN PERSON and signed my name on it. I received the 2nd Instant Pot as I needed the item AND I was expecting a full refund on the first one that did not deliver.I contacted Amazon on November 7th to ask for a refund after 6pm, and now they refuse to give me a refund without a police report. I have screenshots of my chat with them. We called numerous times to Amazon asking for a refund and they refused without a report and we don't know why we have to go through this trouble when it's their drivers fault. I am in the process of filing a police report, but I wanted to also file a complaint with BBB. I just want a refund!
Customer Answer
Date: 11/08/2023
Hi *****,
After writing a strongly worded email to Amazon's care team, they agreed to provide me a refund (finally) after I provided my police report.
The refund is pending and I am just waiting for confirmation from my bank.
I'm just glad it's over and this was way more trouble than I thought it should be. Thank you so much for your help.
****
Business Response
Date: 11/08/2023
Hello Hoa,

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've reviewed the order #***-8654474-3873009 (First order for Instant Pot) and I see a refund was issued to your **** on November 8, 2023 for $119.75. We sent you a confirmation email on November 8, 2023

In most cases, once a refund has been submitted, the issuing bank will post it to your account within 3-5 business days.

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

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Regards,

Sahitya
Amazon.com

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