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

59,742 total complaints in the last 3 years.
21,484 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:11/06/2023
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.
11/6/23- Representative refused to refund or replace an Item I paid for and did not receive. Order # ***-3601327-9747421 Amazon has delivered my packages to the wrong address six different times since October. I have called and reported the issue each time to an Amazon representative. I have even spoken to their delivery department trying to correct the issue. The delivery department representative told me that Amazon had my address pinged wrong in their system and that she corrected the address and assured me it would not happen again. However, it did. 3 more times. I called today for concerning the 6th incident. The representative denied me a replacement or a refund. The delivery driver took a picture of the door where they delivered the package. It is not my door. Even with this information they refused to refund or replace. They told me I could try again and call them tomorrow. I would like for 1. My address to be corrected in their system and 2. a refund or a replacement for the product I never received. Thank you.
Business Response
Date: 11/09/2023
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#***-3601327-9747421.
With regards to delivery issue, our team has submitted request for Geocode correction and advised to delete duplicate address linked to your account listed with the order ***-3601327-9747421.
In order to check for possible options on the order, we would need an incident report for the same. Your 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 5-January-2024 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.

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

Regards,

*********
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.
I purchased a sink through Amazon, the order was purchased and cancelled a few times due to it arriving damaged. On October 17th we were notified by Amazon that they cancelled our order for our last order due to it being damaged they never reimbursed our account. When asked why they wouldn't reimburse they stated that we needed to file a police report to report that we never received the sink, I did just that and now their representatives are stating that they will not assist me as the police report seems fake. I called the **************** who stated that the report was in fact filed but that the staff was behind by 2 weeks in getting reports filed and that this is a legitimate claim and still will not reimburse me my money. My order # in question is 113-6266943-8649804, I was also told by the representative that they will not be able to offer support on this delivery after 12.23.2023
Customer Answer
Date: 11/08/2023
I have attached a copy of the approved police report issued by the *********************** Amazon is still insisting that my reports are fake, and in cases when I call in to resolve the matter they continue to hang up on me. This is inacceptable.
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 orde#***-6266943-8649804.
Thank you for providing us with the police report. Upon review, we see the report is pending approval.

In order to proceed further, kindly contact our support team via call during the police department working hours, so that we can contact the ***************** to have this verified.

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
I can forward the approved email to you, I am not going to continue to play games with Amazon nor their staff about my refund. My husband and I spent 45 minutes on the phone with a representative two nights ago attempting to get them to call and verify the police report, 45 minutes later and several transfers later the line was disconnected. As a paying customer with this company Im truly offended by their suggestion that the police report filed was fake, I just want my money back and a complaint filed on these people they are horrible.
Customer Answer
Date: 11/10/2023
I can forward the approved email to you, I am not going to continue to play games with Amazon nor their staff about my refund. My husband and I spent 45 minutes on the phone with a representative two nights ago attempting to get them to call and verify the police report, 45 minutes later and several transfers later the line was disconnected. As a paying customer with this company Im truly offended by their suggestion that the police report filed was fake, I just want my money back and a complaint filed on these people they are horrible.
Business Response
Date: 11/11/2023
Hello,

I'm Prashanth from Amazon.com.

We do understand your concern and the hassle you've been through, however at this moment we are unable to take action on the order prior to verification over call.

Once, the report is verified we can take further action on the order.

Thank you for your patience and understanding in this regard.

Regards,

*********
Customer Answer
Date: 11/13/2023
Amazon needs to call the **************** to verify the report I have done my part. I have verified the reports are legitimate, I have submitted all reports as required, the reports and the approved reports, I am not sure what else I need to do, at this point Amazon needs to do their job and contact the police **** and veryify the information.
Customer Answer
Date: 11/13/2023
Hello-
I am a little confused on what the response is from the Business, they responded by telling me to call them when the police **** was open how is that a response.
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 bought a Kindle Paperwhite device from ********************** and after less than a year of use, the screen showed a defect with faded lines vertically and horizontally. After contacting them, they sent me another device to my home in Argentina. The second device started to malfunction and wouldn't turn on, displaying a frozen screen with the standard image of a boy reading under a tree. I contacted Amazon customer service several times via chat, but they didn't provide a satisfactory solution. They told me to unregister the device, which caused me to lose the serial number. They also transferred me from one department to another, without solving my problem.When, on January 21, 2023, one of the attendants offered me a full 100% refund on the purchase of a new Kindle device if I contacted them.I received an email from Amazon detailing the offer, saying that after receiving the new device I should contact the company and request a refund. The email didn't specify any model or deadline restrictions. I accepted the offer and bought a new Kindle device on October 17, 2023, for $396.81. The order number was 114-6896075-3231455. The device was delivered to a friend's house in *****************.I contacted Amazon again to request my refund, but they denied my request, saying that it wasn't their refund policy. They ignored the email they sent me with the offer and didn't acknowledge their commitment. They didn't provide any explanation either.I am very unhappy with the way Amazon is treating me, as I feel they are violating my consumer rights. I want to receive my refund, as promised by Amazon, and I want them to honor their word. I also want them to improve their customer service and communication and avoid making false or misleading offers in the future.
Business Response
Date: 11/07/2023
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 Kindle Paperwhite device.

Kindly, help us with the order ID for the defective item, which had faded lines vertically and horizontally. Include both the original and second device order ID, so that we can review and help you further.

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: 11/08/2023
Dear Amazon representative,

I only have this image of the device with the faulty lines. Unfortunately, I no longer have either device registered in my Amazon account. The first one in the picture was removed because I was told it would no longer work because I received a new device. The second one, which has a screen lock, I was instructed to undo the registration in order to try to restart the device, an attempt which was unsuccessful.

After this, we started a conversation in which I was offered a refund, first a partial refund, which I promptly refused, and then an offer of a full refund. As soon as I accepted the offer, it was formalized by email. Both the chat conversation and the email are now available.
These documents prove that there was an agreement between me and Amazon, and that this agreement was duly recorded and communicated.

I do not accept your claim that this is not the company's policy, as this does not invalidate the commitment that was made by one of its representatives. Amazon is responsible for the actions of its employees, and must honor the agreements they make on its behalf.

I also don't accept your attempt to tire me out with requests for past or old information that has nothing to do with the issue at hand. This is a way of disrespecting my time and my right as a consumer.

I demand that Amazon fulfill its agreement and refund my purchase of the Kindle device as soon as possible. I am not willing to negotiate or accept an alternative solution, as I have been harmed enough by this situation.

I am a loyal Amazon customer who has already bought 5 Kindle devices on my own, either for myself or as a gift, and who has referred dozens of people who have ended up buying them because of me. I feel very frustrated and disappointed with the way Amazon is treating me, and I hope this is resolved fairly and satisfactorily.

Sincerely,
Customer Answer
Date: 11/08/2023

Dear Amazon representative,

I only have this image of the device with the faulty lines. Unfortunately, I no longer have either device registered in my Amazon account. The first one in the picture was removed because I was told it would no longer work because I received a new device. The second one, which has a screen lock, I was instructed to undo the registration in order to try to restart the device, an attempt which was unsuccessful.

After this, we started a conversation in which I was offered a refund, first a partial refund, which I promptly refused, and then an offer of a full refund. As soon as I accepted the offer, it was formalized by email. Both the chat conversation and the email are now available.
These documents prove that there was an agreement between me and Amazon, and that this agreement was duly recorded and communicated.

I do not accept your claim that this is not the company's policy, as this does not invalidate the commitment that was made by one of its representatives. Amazon is responsible for the actions of its employees, and must honor the agreements they make on its behalf.

I also don't accept your attempt to tire me out with requests for past or old information that has nothing to do with the issue at hand. This is a way of disrespecting my time and my right as a consumer.

I demand that Amazon fulfill its agreement and refund my purchase of the Kindle device as soon as possible. I am not willing to negotiate or accept an alternative solution, as I have been harmed enough by this situation.

I am a loyal Amazon customer who has already bought 5 Kindle devices on my own, either for myself or as a gift, and who has referred dozens of people who have ended up buying them because of me. I feel very frustrated and disappointed with the way Amazon is treating me, and I hope this is resolved fairly and satisfactorily

Complaint: 20833114

I am rejecting this response because:

Sincerely,

******** ***** *****
Business Response
Date: 11/09/2023
Hello,

I'm Prashanth from Amazon.com.

We apologize for any incorrect information communicated regarding refund on order 114-6896075-3231455.
After careful review, we are unable to issue refund without return. If you wish to have the refund, you can return the item for full refund. At this moment, we are unable to take action on the order without return.

Thank you for your patience and understanding in this regard.

Regards,

*********
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.
amazon claims that BBB Complaint ID: ******** is resolved, however they have done nothing to resolve this - I still have a boxed TV sitting in my living room. The issue has become more pervasive however. Now they are selling paperback books claiming that they are hardcover (literal false advertising) and yet again promised us a product last night that did not arrive until this morning, and then charged us shipping because Amazon did not ship the product on time. This is 3 screw-*** in less than 30 days.
Customer Answer
Date: 11/07/2023
5 order numbers listed below:
ORDER # ***-8154380-8848260 - TV that was delivered 4 days late, replicated in ORDER # ***-8657701-6925835?
ORDER # ***-3925328-2101836 - first attempt at hardcover books, ORDER # ***-3079568-2***042 - 2nd failed attempt at hardcovers.
ORDER # ***-7092778-8678618 - lights that were not delivered on time, and then I may have been charged for shipping because it no longer counted as a "same day" item?

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 return of order#***-8154380-8848260, we have arranged a return and *** will pickup the product on next business day. Request you to pack the item and leave it near your door or porch.

Apologies that you are received paper back while you ordered hard cover book in Order ID: *******************, We have reported this to our internal team to check and update the stocks as listed to mitigate such instances in future.

In this case if you want to keep the paper back, we can help you with full refund without return as a one time exception.

As I can see, for delayed Order ID: ******************, shipping is already refunded.

Thank you for your cooperation.

Regards,

*****************************.
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.
11/2/2023 bought items from amazon and tryed to get a refund for a Dirt Devil Endura Reach Bagless Upright Vacuum Cleaner, UD20124V, Red and called amazon to cansel the order and they said that im going to pay for this at all cost even after i called them to cansel this item ,,, called them on 11/6/2023 to cansel this item
Business Response
Date: 11/07/2023
Hello *****,

This is Vishal from Amazon.com.I am writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I have provided the BBB with a copy of this message.

I've reviewed your email regarding an order placed on our website.

Upon reviewing I can see that the order is currently under the process for delivery.

Here since the order has already shipped we won't be able to cancel the order for you.

If you refuse the package when the courier makes a delivery attempt, they will return it to us.

If you are not able to refuse the package, you can return the package to us using our Online Returns Center:

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

If you have not received your package or a refund by 25-November-2023, please contact our customer support team by replying to the email sent on November 6, 2023 1:55 PM with subject 'A Message from Amazon ***************** so that our team can investigate this delivery further.

I hope this helps! Have a great week ahead!

Regards,

Vishal
Amazon.com
**********************************;
Customer Answer
Date: 11/07/2023
amazon should have NOT SHIPPED THIS WHEN I REQUESTED A CANCALATION AND NOW IT MIGHT BE STOLEN , CAUSE IM GOING TO BED AND SHUTING MY DOOR AND IF ITS LEFT AT MY DOOR ,,, IT MIGHT BE STOLEN , CAUSE I LIVE IN A BAD PART OF TOWN AND PEOPLE THAT LIVES AROUND ME , WILL STEAL IT AND I WANT A FULL REFUND FOR THIS CANCALED ORDER
Initial Complaint
Date:11/06/2023
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.
Amazon randomly started debiting money from my bank account for a monthly ********************** membership, starting in July and through October. I already pay an annual membership, billed in February of each year, so there was no money due. The charges were $16.30, x 4 months. Amazon customer service (via online chat) claims this is a common occurrence in their system, which appears to be fraudulent. I also have an item returned, in the amount of $31.53 that I have been told twice would be refunded to me, and which it also has not. I would like a full refund for the fraudulent / unauthorized monthly charges of $16.30 x 4 ($65.20) plus the item I returned ($31.53), for a total of $96.73.
Business Response
Date: 11/07/2023
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.

Upon reviewing, I see that the refund for returned item has been processed.

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

We are sorry to hear about the charges on your card.

A payment descriptor is text that appears on your bank, or credit card, statement, and shows details for which company processed a payment. Descriptors could include information such as the company name, date of the charge, and the State where the purchase was made.

Amazon descriptors will now also include a unique nine-digit Charge ID, which is linked to the charge for your order, or subscription.

Using the Charge ID, our customer service team can now help answer your questions about an unknown charge, in a much shorter time.

For more information about identifying unknown charges on your statement, visit:
***********************************

We look forward to seeing you again soon.

Regards,
*****
*****************************
Customer Answer
Date: 11/07/2023

Complaint: 20832792

I am rejecting this response because:

the monthly fees of $16.30 x4 totaling $65.20 have still not been refunded.
Sincerely,

***********************
Customer Answer
Date: 11/07/2023
Here are the transactions - for monthly fees for Amazon prime membership that i did not sign up for. I believe this was fraudulently charged to my account - again, as I already pay an annual membership fee. I requested these for charges be refunded in full for a total $65.20.
Business Response
Date: 11/21/2023
Hello Amber,

I'm Aqeeb 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 sharing images.

We have reviewed details and unable to confirm the charge ID and Order details where it was charged.

Since we were unable to find an account with the information you have provided, I recommend you dispute this charge directly with your bank. To avoid any additional unauthorized charges, I also recommend asking your bank about the possibility of having the card reissued.

We look forward to seeing you again soon.

Regards,
*****
*****************************
Customer Answer
Date: 11/28/2023
Amazon has not refunded any amounts as they originally promised.
Initial Complaint
Date:11/06/2023
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 9/29 I received an email stating that amazon received the wrong return Item from me and that they would charge me for the Item. The order number is 113-9551398-0621058 ($72.00) and Jecomy gold bracelets $13.56. I returned this item at a local *** drop off location. I dropped off the exact item I received from Amazon. When dropping an item off to *** drop off you are required to show the ** code for them to scan and a picture of the item that is to be returned . I did everything correctly on my end so the issue must be somewhere with the *** store .
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.

Id like to first offer my sincerest apologies to you. While Im incredibly sorry to learn of your experience, I want to genuinely thank you for your diligence in pursuing our attention to take a serious look at what youve reported.

I understand that you are concerned about refund for returned items from order #***-9551398-0621058.

We have reviewed the order and because we noticed abnormal activity on your account, we need to verify your identity before considering your request for a refund or replacement.

We may also request additional information before granting your request. You will receive second email with instructions on how to share this information with Amazon.

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

Once you submit your information, it can take up to 3 business days for us to finish our investigation. After this time, you can contact back and we will share the status of the investigation with you and any next steps that we might need to take.

Also an email was sent on November 7, 2023 with subject "Your Amazon.com returns". I request you to please check your inbox for the correspondence and reply to that email.

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

Regards,

Sahitya
Amazon.com

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

Complaint: 20832755

I am rejecting this response because:
The verification link you sent doesnt work and Ive responded to every email I received .

Sincerely,

*************************
Business Response
Date: 11/12/2023
Hello ******,

I'm sorry for the trouble you've had with your order. We're happy to help, but we need to verify some additional information before taking any actions.

For account security purposes, this information needs to be verified either over the phone or through a chat with one of our agents. Our team can assist you with new link for verification.

Please reach out to us via phone using the link below:

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

We look forward to seeing you again soon.

Regards,

Sahitya
Amazon.com

*****************************
Customer Answer
Date: 11/13/2023

Complaint: 20832755

I am rejecting this response because:

I have called customer service 5 different times to complete this step . Each time the agent is completely clueless on what Im talking about and is unable to assist me. One agent even told me I had been scammed . The initial link you sent me didnt work as it is invalid ! Why cant you send me a new link if this is a necessary step to complete? You have stolen money from my account and now you refuse to contact me by phone or assist me in resolving this matter.
Sincerely,

*************************
Business Response
Date: 11/17/2023
Hello ******,,

I apologize for the inconvenience that you've experienced in this case. To help you with this, I've worked with our internal partner team on your request.

Our team has confirmed that image has to be submitted directly from the link shared in email.

We recommend you to contact our support team, they can assist you with new link to submit ID for verification and guide you with next steps.

Further, we are not able to take additional actions, including overriding their decisions for next steps.

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

Regards,

Sahitya
Amazon.com

*****************************
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.
I am open the 3rd time the case to express my deep frustration and disappointment regarding the financial impact caused and the ongoing issue I have been facing with Amazon order [Order ID: ORDER # *******************]. Over the past few months, I have made multiple attempts to resolve the problem, but I have yet to receive a satisfactory resolution to my issue. I would like to make it clear that this will be the last time I am reaching out to Amazon to discuss my case through BBB complaint. If my issue is not satisfactorily resolved this time, I will have no option but to engage a lawyer and take legal action to protect my rights as a consumer, even if I am a foreign person, it is an genuine case of false information provided by Amazon employee that has the start of the issue and should not be addressed as coach feedback. I request your proper attention to my case, please review the details of my order and all interactions with Amazon carefully prior to provide a standard feedback: Important points: 1)Dont expect me to deal directly with manufacturer to solve the issue, the issue of the order price I paid was caused by Amazon nothing by the manufacturer 2)Dont expect me to pay the costs of return the product from ****** to US, I already explained that the item was buy while my friend was in the US and she brought the item to ******, the item is still with the labels it was never used, in perfect condition to return, the minimum I expected is Amazon to provided the way i can return from ****** It is important to bring to your attention that the costs associated with taking this matter to court will likely exceed the value of the item I purchased, while I would prefer to avoid legal proceedings and reach an amicable resolution, it is essential that this matter is resolved fairly and justly. I feel it is my duty to ensure that my concerns are addressed, and I will take any necessary steps to protect my rights.
Business Response
Date: 11/18/2023
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 sincerely apologize for the inconvenience caused with order.

I'm sorry about the misunderstanding and incorrect information that you received.

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.

As for the return, were not able to accept the return for Osprey Tempest 30L Women's Hiking Backpack.

We accept the return of merchandise as long as it's returned in new condition within the return window of 30 days. It looks like the return window for the product ended on October 22, 2023.

As an alternative, we recommend that you contact the manufacturer for any assistance with warranty, replacement, or refund information.

You can find the manufacturer's contact information here: ********************************************

The manufacturer may require a proof of purchase, such as an invoice, before they'll send you a replacement part. You can view and print an invoice for your order from this link: ************************************************************************************

Most manufacturers list contact information on the product packaging. If you can't find the information there, you might want to try doing a web search to find their phone number or website.

A careful review of your account reflects that the correct information has already been provided in September for Price match and in November for Return. I'm unable to offer additional insight on this matter.

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

Regards,

Sahitya
Amazon.com

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

Customer Answer
Date: 11/22/2023

Complaint: 20832728

I am rejecting this response because it is continued dissatisfaction with the resolution provided, I want to emphasize that the issue at hand originated from misinformation provided by Amazon's customer service. The fact that I am now being directed to the manufacturer for a resolution, despite the error being on Amazon's end, is perplexing. Furthermore, the statement regarding the closure of the return window on October 22, 2023, is not aligned with the timeline of my interactions with Amazon. I initiated discussions well before this date, as evidenced by the record of my communications with Amazon's customer service in September and November. It is disheartening to note that my attempts to address the matter were not thoroughly reviewed. I kindly request a reevaluation of the situation, taking into account the information previously provided, and a reconsideration of the denial of refund me for the amount promised by the customer service
It is disconcerting that my concerns, clearly outlined during the initial stages of the process, have been consistently overlooked by Amazon. The lack of regard for customer rights is astounding. A thorough examination of my interactions with Amazon's customer service would reveal not only an inadequately prepared customer service team but also a pattern of encouraging purchases that, in this instance, have had a detrimental financial impact on me, with no apparent commitment to rectify the situation.
I am left with no choice but to consider legal action in light of the disrespectful treatment, the dissemination of false information,and the apparent prioritization of sales over customer rights by **********************. I am keen to explore the possibility of engaging legal assistance through the Better Business Bureau (BBB) to address these issues and seek appropriate redress as well as a clarification on the process for escalating this matter to a higher authority within Amazon, as I believe there may be a misunderstanding that needs to be rectified.

Sincerely,

***********************
Initial Complaint
Date:11/06/2023
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.
I placed an order on Amazon.ca (Order ID #******************** on Oct 11, 2023. But the order has been suppressed and I can't see the order on my account. I contacted ********************** customer ******************** by phone trying to get them to un-suppress the order so that I could return those items. However, they never got back to me within the time limit and I still can't see the order which prohibits me from returning the items.
Business Response
Date: 11/19/2023
Hello **,

I am Vishal from Amazon.com. I am writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I have provided the BBB with a copy of this message.

I've reviewed your email regarding an order placed on our website.

Upon reviewing I can see that our internal team has reviewed this and confirmed that the order is not suppressed.

I request you to please review the order again and you should be able to access the order on the account now.

Also here is the help page to walk through the ********************* returns process:

*****************************************************************************************;

You can create a preferable return using the above link.

I hope this helps! Have a great week ahead!

Regards,

Vishal
Amazon.com
*****************************
Customer Answer
Date: 11/21/2023

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:11/06/2023
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.
My amazon account is ********************** there was gift card balance of $4492.57.Just few days ago, when I tried to order a Nikon Camera, they held my account and asked me to submit all my billing details to remove the held. I already submitted bank statement twice and they still put my account on hold and kept asking me to submitting my bank statement again. My guess of this problem is that I share An Amex credit card account with my girlfriend **********, and my card is an additional card so the statement has both of our name on it, but the bank statement with both of our name on it is the only bank statement I have (I called Amex to have a separate bank statement with only my name but they said they cannot generate a bank statement with only my name since my card is an additional card.) I submitted my credit card photos, bank statement and my driver license all kinds of supporting documents they asked showing that I live the place where the billing address is and I am using my own credit card twice but my account was still on hold for the reason I have a suspicious transaction and they need to verify my identity, and they just kept asking me to upload the statement again and again. I submitted my bank statement of Amex twice I dont know why it is keeping on hold. I have uploaded my bank statement, card photo, and my drive license in attachments.
Business Response
Date: 11/18/2023
Hello,
We have reinstated this customers buyer account. We sent an email to the customers registered email address on 11/08/2023 confirming account reinstatement.
Sincerely,
***
Amazon.com

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