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.
21,519 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:11/07/2023
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.
We are writing to seek your assistance in a precarious matter involving a trademark infringement and attempted extortion. As sellers registered on the Amazon platform in the **************, our trademark "SANYOCZH" has been unlawfully registered by an individual named ***********************, with the email address *************************** We are currently facing threats and coercion from ***************Despite our continuous efforts to explain the situation, we have received only automated responses from Amazon. It appears that our explanations and evidence are being overlooked, with Amazon providing instantaneous robotic replies. We feel powerless and uncertain of how to effectively communicate with Amazon regarding this urgent matter. Therefore, we kindly request your assistance in bringing this issue to the attention of the appropriate Amazon team.Please understand that this trademark infringement and attempted extortion pose a significant threat to our business. We have been severely impacted, both financially and reputationally, as a result of ****************** actions. We believe it is crucial that Amazon investigates this matter thoroughly and takes necessary actions to restore our trademark rights and protect our business interests.We are willing to provide any necessary documentation or evidence to support our claim against ***************************. We kindly request your guidance and intervention to ensure that this issue receives the attention it deserves.Thank you for your attention to this matter, and we eagerly await your prompt response.Yours faithfully,JRF DISTRIBUTON LIMITED
Business Response
Date: 11/09/2023
Hello,

The seller account created regarding *************************** for which this complaint was raised, is an account for a European Marketplace.

We recommend that the seller sends their information to:
**: ***********************************************

Sincerely,
Customer Answer
Date: 11/09/2023

Complaint: 20835473

I am rejecting this response because:
We recently sent an email to seller-************************************** regarding an urgent matter regarding a trademark infringement and attempted extortion. However, we received an automated response stating, "Thank you for submitting your appeal. This email address no longer accepts incoming messages, and emails sent to this alias will not be reviewed by Amazon."

We are deeply concerned about this response as it seems to imply that our efforts to contact Amazon regarding this critical issue have been disregarded. We reiterate the gravity of the situation and emphasize the urgency with which we require Amazon's assistance in resolving this matter.

Best Wish
JRF DISTRIBUTON LIMITED
Sincerely,

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

The seller account created under *********************** for which this complaint was raised, is an account for a European Marketplace.
We recommend that the seller sends their information to:

**:***********************************************

Sincerely,
Amazon.com Seller Performance
Customer Answer
Date: 11/24/2023
The problem has not been resolved,Amazon.com repay ask us sent email to seller-**************************************

We recently sent an email to seller-************************************** regarding an urgent matter regarding a trademark infringement and attempted extortion. However, we received an automated response stating, "Thank you for submitting your appeal. This email address no longer accepts incoming messages, and emails sent to this alias will not be reviewed by Amazon."

We are deeply concerned about this response as it seems to imply that our efforts to contact Amazon regarding this critical issue have been disregarded. We reiterate the gravity of the situation and emphasize the urgency with which we require Amazon's assistance in resolving this matter.

Best Wish
JRF DISTRIBUTON LIMITED
Business Response
Date: 11/29/2023
Hello,

The seller account created under *************************** for which this complaint was raised, is an account for a European Marketplace.

We recommend that the seller sends their information to:
**: ***********************************************

Sincerely,
Customer Answer
Date: 12/04/2023

Complaint: 20835473

I am rejecting this response because:
Dear ***** G and bbb.org team,
At this very moment, you can see that Amazon is just going through the motions and not addressing the issues at hand. Furthermore, they are directing us to reach out to **: seller-*************************************** According to our understanding as sellers, Amazon has ceased accepting emails from any external email addresses since 2021 and only accepts communication from their internal @amazon.com email addresses.

Matters for resolution:

1. Reinstate the ***** B0BJ6X22K8 B0CDB3K5CC

2. We have engaged a ** attorney to invalidate the trademark "SANYOCZH" registered under *************************** Trademark NO: UK00003921267. We have legally secured confirmation on this matter and request that Amazon close the brand registry for ************************** and take appropriate actions against them, as their actions have caused harm and misled other sellers through brand misuse and falsehood.

Sincerely,

***************
Initial Complaint
Date:11/07/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On June 16th 2023 I purchased with a gift card a projector it was $89.99 I was happy with it until about end of August beginning of September when it stopped working and like turned it on again it was a smear on the lens but not the lens on the outside on the inside like in the machine I contacted Amazon about this issue they told me to contact the manufacturer I did and I have not heard from them at all I even gave the manufacturer all my information when I purchased it my Amazon order ID and other information now i contacted Amazon this morning and they told me well the warranty you would have to send an invoice to them and when I went to get an invoice or what it is for it pops up oh something went wrong on our side and I explained this to the person to this customer service yet when I go back to look at the item that I purchased it says oh something went wrong on our side so either this person or per company that I purchased the projector from got banned from Amazon because I had two items in that order the first item was a projector and that doesn't pop up the second item which is a Bluetooth receiver transmitter pops up tells me when I purchased it my order number and everything with the projector it does not and they can't do anything about it so now I have an $89.99 paperweight please help me out with this please get back to me as soon as possible thank you ***************************
Business Response
Date: 12/28/2023
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 with your invoice for the 5G WiFi Bluetooth Projector, from Order ID: *******************.

I've been working closely with the relevant department and they've responded as follows:

"Please check with the customer again. They should not be able to see "View invoice" link on the order details page in Mobile App. This could be due to a previous bug where some Mobile browser specific features were visible in Mobile app, which includes "View invoice" button.

Please ask the customer to use Mobile browser such as ****** chrome, safari etc or Desktop to view the invoice."

Please feel free to contact us directly by replying to *********************************************** if we can be of further assistance.
Regards,
Priyanka
Amazon.com
***********************************
Customer Answer
Date: 12/29/2023

Complaint: 20835472

I am rejecting this response because:

I looked at the screenshot and it says sorry
Initial Complaint
Date:11/07/2023
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 am a third-party seller on Amazon (Merchant Token: A1KDA7HRANTAHZ) and my DE marketplace is currently suspended pending VAT although I have never sold, listed or held inventory in the DE marketplace. I am eligible for Union One-Stop Shop and have provided the necessary information to confirm my eligibility. Amazon is holding over $160,000 of my hard-earned funds and I have no idea how to regain my selling privileges or get my money. I received a few inquiries from Amazon about my business location, but once I respond, I never hear back again, and ** left in the dark about what is needed to move forward. This has been going on for months and I need your help.
Business Response
Date: 12/10/2023
Hello,

The email address through which this complaint was raised, ************************* is associated with an Amazon account registered in the Amazon ******* store.

We recommend that the seller sends information about this complaint to Amazon through the channels offered to the seller via email or through the sellers Account Health Dashboard in Seller Central.
Thanks,

The Amazon Seller Performance Team
Initial Complaint
Date:11/07/2023
Type:Billing 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 Oct. 26, 2023, I was told by 2 employees that Amazon gift cards were the only gift cards that could be purchased with Amazon credit in my account. This turned out to be false information. I attempted to make an online purchase myself for such a card, but the gift codes in my account weren't accepted by the system for payment. I contacted Amazon ***************** speaking with **** She seemed to believe, as did I, that the ****** of Amazon credit in my account couldn't be used to purchase anything on Amazon. Thus, she told me that she was deleting all of my credit from my account, and issuing it to my Discover card. This took much time as most credit was in **** increments. Upon finishing, she stated that it would go back on my original form of payment. I told her that all of that credit was free for doing surveys online for 2 years. She told me not to worry about it as it would go on my card. I didn't believe her, ending up speaking with ************ on a separate call. She told me Amazon didn't have the capability to put that credit back into my account and that I would have to do it manually, trying to locate all those codes. I was furious. ******, supervisor from the Philippians was involved the next day, seeming compassionate, but he never called me back 2 days later at 4pm as promised. Supervisor ***, on Monday, was to call on Wednesday and never did. In the meantime, I spent 5 hours, putting over 60 codes back into my account, not being paid a dime for undoing the damage that *** got paid to do in 20 minutes. The account was apparently put under investigation 2 weeks ago, I've spoken with numerous employees(probably over 30), and NO ONE is touching base with me concerning the mishap of my account. I'm seeking compensation for my time in having to manually re-enter all of those codes meticulously. I want a phone call from a supervisor in the appropriate ***** who can make mends regarding this situation.
Business Response
Date: 11/07/2023
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 gift cards on your account.

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

The gift cards, unless purchased on your account, cannot be refunded. Hence, it is not possible to unredeem the gift cards and issue the credit to one of payment methods on your account.

As a goodwill gesture, I have issued a $20.00 gift card to your account, which can be used against your next order with us.

I hope I was able to answer your questions. If you'd still like to speak to a supervisor in customer ******************** team, you can contact the team using this link:

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

Once again, I apologize for the inconvenience and frustration this situation has caused you.

I appreciate your patience and understanding in this matter.

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

Najam
Amazon.com
***********************************
Customer Answer
Date: 11/07/2023

Complaint: 20835384

I am rejecting this response because: I don't understand the response in which it's claimed that gift cards can't be reredeemed or whatever the letter's trying to state. Is he referring to the ***** refund I had requested on my Discover Card for a used gift card which I had thought was purchased via Amazon credit?(a separate issue), or is he saying that once *** redeemed(removed) ****** from my account, that it can't be put back into my account. I have email evidence from ****** in billing, that she credited my Discover card ***** for the lunch I thought I was paying for with Amazon credit. Furthermore, I spent 5 hours of unpaid time, reredeeming gift card codes into my account, which ********************** should have done as it was THEIR mistake, and ****** was able to add ***** credit into my account, the balance that was missing to reach the ****** that was originally in my account. Furthermore, if the gentleman who responded to this BBB complaint thinks he was doing me a favor by adding 20 to my Amazon credit, he wasn't doing nearly as much as a favor as the gentleman last night who put ****** worth of Amazon credit in my account as a good gesture for the h*** I've gone through with Amazon in nearly 2 weeks. Clearly, ****** was easily able to issue a refund to my Discover card in a matter of minutes by filling out the appropriate paperwork with her 30+ years of experience. And, with regard to the other issues, supervisor ******************** should have told me that it's impossible for Amazon to add ****** of missing credit back into my account, leaving ME to do it, when ****** was obviously able to add *****, the gentleman last night was able to add ******, and the respondent to add *****. Why was I lead to believe that no one at Amazon had the capability to put in the money that was 'stolen' from my account by *** on Oct. 26? Since I was lead to believe that, and since I DID spend 3 hours on Nov 29, and 2 hours on Nov 30 manually entering codes MYSELF, does the respondent really think that ***** credit on my Amazon account is reasonable for the trouble I went through in not only finding and entering codes, but also the horrible customer service I've received from multiple Amazon employees for almost 2 weeks? It's been a 'hit or miss'. Thank God I happened to get ****** on the phone who had gone through a background check and had special authorization as a billing specialist to issue refunds right away. This should have been done almost 2 weeks ago when multiple Supervisors/employees attempted to do so but failed, promising me refunds but 'lying' and not following through. Thank God for ****** that she quickly added missing credit to my Amazon account as well. Thank God that I happened to get a supervisor last night who truly showed empathy toward my situation, crediting my account ******, the least that Amazon could do. Why should I have gotten stuck entering over 60 codes, meticulously entering and double-checking them to add account money, when IT"S AMAZON"S RESPONSIBILITY since their employee ***, caused the problem. Furthermore, the respondent's lame response to simply call the toll free number if I have further issues is ridiculous. I've repeatedly called that number as well as the Accessible dept.'s number, receiving conflicting information, false information, lying information, not to mention 2 supervisors who promised to call back and never did. An employee(and I won't mention her name) told me that Amazon employees will lie or provide whatever answer might make a customer 'feel good' just so that they can score 'brownie points' via good reviews on customer surveys that are immedately emailed out, so they don't lose their jobs at Amazon or can obtain raises in an economy in which good jobs are hard to come by. She said the ones who are truthful, sometimes providing info that's interpreted negately by Amazon customers, usually end up with the poorer reviews since the answers aren't to their satisfaction. She also said that certain employees have certain capabilities and, thus, one employee, such as ******, might accidentally provide false info, leading me to believe that Amazon credit can't be put in my account, only because SHE herself doesn't have the capability to add credit. I have two questions for Amazon::Is my account still under investigation due to ***'s mistake and the original missing ****** credit that she took out on Oct. 26. Two, what would've happened if all 60-some codes that I entered myself hadn't been stored in my survey website account, and they were permanently lost? How would I have gotten the ****** back to my account? Finally, when I asked for contact from Amazon in my BBB complaint, I was expecting a phone call from a top-notch supervisor to discuss this matter in more detail to resolve matters. However, if this format is the only option, that's fine. I've had employees tell me that Amazon merchandise can't be shipped to another address, which is false, I've had employees tell me that Amazon gift cards can be purchased with Amazon credit and that's false. I've been told that Amazon doesn't have the capability to contact customers with policy updates, and other employees said that's false as evidenced by the fact that emails are sent out to notfiy customers of Amazon Prime membership increases, for example. I've been lied to twice, saying my Discover card was being credited and to expect it to show on the card in a certain number of days. I've been lied to by 2 supervisors who promised to call back, one who gave me a specific time on a specific day, and the other who sent an email with a 48 hour window--neither of whom called me. THUS< WHY WOULD I FEEL COMFORTABLE believing the respondent's statement that if I need further assistance to call the toll free number? The ONLY assistance I've received from Amazon occurred in the past 2 days out of numerous days of dealing with this---from ****** who credited the account and refunded my Discover, and from the supervisor who was generous enough to add ****** to my account. However, thanks for the extra 20 that was added to my account today. I"M THINKING OF THE WHAT-IF"S. What if I didn't have access to the codes that pushed my balance up when I manually added them? What if i never reached ****** or the gentleman last night? People were supposed to keep tabs on my account, updating me on an investigation, and NO ONE touched base with me regarding this serious matter of an Amazon employee deleting almost ****** from my account. Thank you.

Sincerely,

*************************
Customer Answer
Date: 11/09/2023
I sent an email to Najam of Amazon on 11/8/2023, who had responded to me, after BBB apparently closed this case.
The bottom line is that I'm satisfied with the extra ****** in Amazon credit that was provided by an Amazon supervisor, and I'm satisfied with the ***** refund that ****** provided, as well as her refund of Amazon credit, which put my balance to where it should be. I'm also thankful for *****'s ***** additional credit he chose to add to my account.
What I'm NOT satisfied with is explained in the email that I had sent to Najam, which I've copied and pasted below, and which I'd like to have retained in this BBB record.
Thus, I'm satisfied with the outcome, but the grueling process of having reached such an outcome was nothing short of grueling.
Najam::

Hopefully, Amazon learns its ****** from the key takeaways from my experience::

One supervisor should be assigned to an escalated matter, rather than having a consumer end up making multiple calls to your business, having to repeat the same story numerous times.

Supervisors need to call back, following up when they say they will. By not calling back in an escalated situation, it only reflects poorly on the business.

Correct information needs to be provided at all times. All employees need to be on the same page, not providing false information.

The entire situation could've been handled differently, avoiding problems for meand avoiding a BBB complaint as well as a credit card dispute---had an employee with high capabilities been able to process a refund to my card efficiently, and issued the ****** missing credit back into my account almost two weeks ago...not for this to happen only days ago.

This would've prevented me from having to spend countless hours entering codes and making countless calls into the call center.

There was no communication from Gift Card Escalations, as I recall. Supervisors indicated that theyand I --would be updated when the investigation was completed.

Even though an employee last night told me that the investigation was over, no correspondence from that ***** was received to state that. Thus, whether it's still open or not.. only upper management knows. Again, poor communication.

Thank you.

*************************
Initial Complaint
Date:11/07/2023
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 bought a desk for an adult and they sent me a child's desk promised to send me a label to send the back and refunded my money- Amazon stated that if the seller did not follow his promised- they will refund me the money and also i could even keep the item. I contacted several timead and they both- have me waiting for my refund. completely dishonest dealings. RDER PLACED October 30, 2023 TOTAL $161.24 SHIP TO ********************* ORDER # ***-9603267-3064235 View order details View invoice
Business Response
Date: 11/07/2023
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 that you have received incorrect item.

I see the issue was already escalated to our team and the seller was also contacted for this order. On Nov 5th, they have requested for 2 days timeline to share a return label and on Tuesday, November 7, 2023 at 12:24 AM (PST), the seller have sent a prepaid ***** label on your registered email id for returning the order.

I request you to please return the order to the seller using that label they have sent. It is received by the seller and verified by their warehouse, a refund will be issued on your account.

I appreciate 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:11/07/2023
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.
BBB,We need your help finding someone at Amazon who will respond. Our account, Simple Works, has been accused of literal crimes- Fraud or Illegal Activity- and both Seller Performance and Executive Seller Relations are stonewalling us. Even ************** and his team have failed to respond to our cries for help.All of our funds, to the tune of $1,200,000, are sitting in Amazons coffers hostage. Were unable to pay our vendors or make payroll for 110 employees.Amazon is leaving us completely in the dark on why our account was deactivated without notice. We have submitted multiple appeals and they have not helped or provide any sort of feedback to helping address the issue. Please help us save our business.Very Sincerely,************************* Merchant Token: AARE9XK4E62SZ
Business Response
Date: 12/13/2023
Hello,

We have decided to reinstate this sellers account.

We sent an email to the seller informing them of this decision on 12/13/2024.

Sincerely,
Amazon.com
Initial Complaint
Date:11/06/2023
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.
I have a seller account and my account email is ************************ On November 1st I received an email which told me my account was under review and during the review, FBA Shipment creation ability would be disabled and my funds would be withheld. I have submitted the documents needed by replying to the email address seller-reactivation-******************************** on November 3rd but the problem is still not solved. I am very anxious. Please help me reinstate my account as soon as possible!
Customer Answer
Date: 11/23/2023
Please help me tell Amazon to handle my problem as soon as possible! I have submitted the documents needed to them again.
Business Response
Date: 12/20/2023
Greeting from Amazon Services,

Please advise the seller that we reviewed their account and confirmed that the our internal appeals team completely removed Inbound & Removal Block on their selling account last December 12, 2023.

Thank you for your time.
Initial Complaint
Date:11/06/2023
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 # ***-7032859-3408260 from an Amazon 3rd party seller that took order then provided fake shipping and tracking information. Amazon refuses to cancel or refund order. The seller has over 28 negative reviews within last few days with the same issue and Amazon still refuses to take action to protect the customer. Attempting to recoup via credit card but very disappointed in Amazon protecting scammer over customer
Business Response
Date: 11/07/2023
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 seller fulfilled order. I'm sorry for the inconvenience caused.

I've escalated the issue to our team to check on the seller's details, our team will look into it for necessary action.

Regarding the order delivery, I see the estimated delivery provided for your order is by Dec 15. I request you to please wait until this delivery date. If you do not get the order, please get back to us through chat or call. We'll look into it and help you further.

I appreciate 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
***********************************
Customer Answer
Date: 11/07/2023

Complaint: 20834862

I am rejecting this response because: Seller is fraudulent and this has impacted several other customers. Asking customer to wait over ****** with no credible tracking info for a high priced item is not acceptable. Again, Amazon is putting a scam seller above customer in not issuing refund immediately.
Please see sellers storefront page reviews, over 28 other people have same scam issue, this needs to be addressed and everyone impacted from this seller refunded.

Sincerely,

*********************
Initial Complaint
Date:11/06/2023
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.
I am writing to express my concerns regarding the temporary suspension of my Amazon account ******************************* and to dispute the discrepancies as presented by your customer service team. Despite assurances that my account contains the requisite billing information and associated payment methods, I have been informed that my account lacks these critical details, preventing me from completing the necessary security verification.It is my belief that my account is in good standing, with a billing address and multiple credit cards on filefacts that can be easily verified through a review of my account history. I have also been informed of the cancellation of my recent orders, yet there are corresponding charges on my account, suggesting that these orders have, in fact, been processed and shipped.This inconsistency not only hinders my ability to manage my account effectively but also implicates potential billing errors for which I seek immediate rectification. The inability to pass the security check, based on the absence of items in my cart (post-order) and the non-ownership of Amazon devices, appears to be an arbitrary and capricious application of verification procedures.In light of these concerns, I request a thorough investigation into these matters and the immediate reinstatement of my account access. Additionally, I require a detailed explanation for the charges applied to my account for allegedly canceled orders, and if these orders have been shipped, I insist on either the fulfillment of the delivery or a full refund for the amounts erroneously billed.I trust that Amazon will address this matter with the seriousness it deserves and provide a prompt and just resolution. Failure to do so may compel me to consider further legal action to protect my consumer rights and interests.
Business Response
Date: 11/07/2023
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 account issue. I'm sorry for the inconvenience caused.

We believe that an unauthorized party *** have re-accessed your account. To protect your information, we have:

-- Disabled the password to your account. You can no longer use the same password for your account.
-- Reversed any modifications made by the unauthorized party.
-- Canceled any pending orders.
-- Restored any gift card balance that *** have been used by the unauthorized party. It *** take 2 to 3 days for the gift card balance to be restored.
-- Disabled the Two-Step Verification in your account. Please reactivate if appropriate.

While we removed the hold from your account, we still request you to please contact **************** to regain access to your account.

Customers in *****************: **************** Customers in ******: ****************
International customers: ****************

Please ask to be transferred to the ************************* for help.

In the meantime, we recommend that you do not use the same password that you use on other sites, including your email provider. Actively monitor all your accounts, including your email, and any unauthorized change to auto forwarding/deletion rules of your email setting.

Regarding the charges for the orders you have not placed, we request to please report any unauthorized charges to your bank or financial institution. As the refund will not be issued by Amazon, your financial institution will send you forms to formally dispute the unauthorized charges.

You *** refer to the email sent on Monday, November 6, 2023 at 5:09 PM (PST) for more details.

I appreciate 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
***********************************
Customer Answer
Date: 11/14/2023
Hi,
Sorry for the late response. I'd like to reopen this case as it never get resolved. I didn't hear back from Amazon.
Best,
Boyuan
Customer Answer
Date: 11/14/2023
Hi,

Sorry for the late response. I'd like to reopen this case as it never get resolved. I didn't hear back from Amazon.

Best,
Boyuan
Business Response
Date: 11/15/2023
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 account issue. I'm sorry for the inconvenience caused.

We have already secured your account and restored the access. If you are still unable to access it, I request you to please contact **************** for further help.

Customers in *****************: **************** Customers in ******: ****************
International customers: ****************

Please ask to be transferred to the ************************* for help.

In the meantime, we recommend that you do not use the same password that you use on other sites, including your email provider. Actively monitor all your accounts, including your email, and any unauthorized change to auto forwarding/deletion rules of your email setting.

Regarding the charges for the orders you have not placed, we request to please report any unauthorized charges to your bank or financial institution. As the refund will not be issued by Amazon, your financial institution will send you forms to formally dispute the unauthorized charges.

You may refer to the email sent on Monday, November 6, 2023 at 5:09 PM (PST) for more details.

I appreciate 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:11/06/2023
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 purchased a defective mattress that sagging and Amazon says I have to wait a month and a half to get my money back for a refund. I am never wouldve ordered from my my phone knew that they take now a month and a half to give the money back I am very unsatisfied with my purchase, and I need the money to buy a mattress that isnt defective!!
Business Response
Date: 11/07/2023
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 mattress refund issue. I'm sorry for the inconvenience caused.

I request you to please help us with the order# and the registered email id on your account so that I can look into it and help you further.

Looking forward for the details.

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

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