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:11/05/2023
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.
In early September, I made a purchase of a suit and shoes from Amazon, which unfortunately did not fit, prompting me to initiate the return process. However, on November 4th, I was notified by my bank of a $211.88 charge, accompanied by a $33 overdraft fee, attributed to Amazon. To my surprise, this charge was for the suit and shoes I had returned in September. Upon contacting Amazon, I explained that I had returned the items via *** in September, as per their return process. Amazon mentioned their system showed no record of my QR codes being scanned and declined to process the refund, insisting that I provide proof of return, which, after several months, I'm unable to provide. This situation, caused by Amazon's system failure, unfairly imposes financial strain on me. Despite being a dedicated Prime customer for years, I find it unjust to be held responsible for Amazon's system discrepancies. The suggestion I received to take pictures of return records is not helpful at this stage and does not address the immediate issue at hand.
Business Response
Date: 11/06/2023
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 the return is not received and processed at our warehouse for the item.

Here as informed by our internal team we would need the receipt to be provided confirming the return with the courier through which you returned the item back to us.

Please reply to the email sent on Sunday, November 5, 2023 at 3:06 PM with subject 'A message from ******* at Amazon ***************** and our team will review this further.

Thank you for your co-operation. Have a great rest of the day!

Regards,

Vishal
Amazon.com
*****************************
Customer Answer
Date: 11/06/2023
Shows tracking numbers shipped on 9/11/2023.
Initial Complaint
Date:11/05/2023
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 Amazon seller account was deactivated in error due to suspected relations with the seller account named BigBenn. The actual owner of the seller account BigBenn is **** ***************************, my former business partner (email: *******************).Amazon's system linked my seller account with the seller account named BigBenn due to the same brand, which was shared through my Brand Registry cabinet between my seller account and the seller account named BigBenn.I shared my brand with the seller account of my former business partner, BigBenn, because initially, we had a similar business strategy for promoting products on Amazon and decided to create the partnership under the same brand. However, later, due to disagreements regarding the choice of the correct business strategy, we reached a mutual consensus that further partnership is not possible. Therefore, I was compelled to terminate the partnership agreement with **** *************************** and his seller account named *********************** Agreement with **** ***************************, who owns the seller account named *******, is now terminated. The BigBenn seller account has been removed from my Brand Registry cabinet. There are no relations between my seller account and the seller account named BigBenn.I have attached the following supporting documentation to confirm my statements above:1) Partnership Agreement;2) Termination Agreement;3) Funds Transfer Act.Also, I have attached my Plan of Action, which provides detailed information about the Root Cause and Corrective/Preventive Actions. Please review it for more information regarding the erroneous deactivation of my seller account.Based on the above, I look forward to a positive resolution allowing me to continue serving customers through the Amazon platform.Sincerely,************
Business Response
Date: 11/06/2023
Hello,

We have reviewed this sellers account and require more information to
complete our review. We have requested the necessary information from
the seller via email on November 6th 2023.

Sincerely, Amazon.com Seller
Performance
Customer Answer
Date: 11/08/2023

Complaint: 20827340

I am rejecting this response because: I have collected additional supporting documentation and updated my Plan of Action. Therefore, I ask Amazon Support to review the information I have provided and reactivate my selling account.

My selling account was deactivated due to relations with the BigBenn account. The actual owner of the BigBenn account is **** *************************** ********************** NOT me and my business. **********************************;is my former business partner. I terminated all business relations with him long ago.

To confirm my statement, I have attached the following additional supporting documentation:

- Partnership Agreement (proof of start of business relations with the former business partner);
- Termination Agreement (proof of termination of business relations with the former business partner);
- Funds Transfer Act (proof of payment I received after the partnership termination);
- Confirmation Letter (additional confirmation of my claims made by **** ***************************, my former business partner).

My seller account shared the same brand through the Brand Registry cabinet with the seller account named BigBenn of my former business partner.

As **** *************************** and I had a partnership, I registered the brand for our cooperation. After I registered the brand, I shared rights to it with the seller account named *******, of my former business partner.

Also, I discovered that my seller account and the seller account named ******* used the same address of the preparation center in the Business ***************************************** negotiated a good discount with the preparation center due to a high volume of orders on our side. That's why both **** *************************** and I used the same preparation center and, consequently, its address.

I have already removed BigBenn from the owners/administrators of my brand. Additionally, I have removed the address of the preparation center from the Business Addresses Section on my account. I have not used this preparation center since the termination of the partnership.

**********************************;is the actual owner of the BigBenn account. I have already terminated my partnership with him. Therefore, I kindly request the reinstatement of my account. Many thanks for considering my request.

Sincerely,

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

We have reviewed this sellers account and require more information to complete our review. We have requested the necessary information from the seller via email on 11/9/2023.

Thanks,
Amazon.com
Seller Performance
Customer Answer
Date: 11/21/2023
I contacted Amazon Support to clarify what additional information I needed to provide. After communicating with Amazon Support, I conducted further in-depth investigation and discovered additional relations between my seller account and the seller account named BigBenn. Therefore, I request forwarding my response to the business. Also, I ask Amazon Support to thoroughly review the additional relations I found and the supporting documentation.

On April 7, 2023, I signed the Partnership Agreement with **** ***************************. Per the Partnership Agreement, our collaboration aimed at developing both my seller account and the seller account named *******, owned by **** ***************************.

During our partnership, my seller account and the BigBenn seller account used the same email addresses for user permissions (for contractors). Additionally, my seller account had several ASINs identical to the BigBenn account because we shared the same brand with **** ***************************.

On May 24, 2023, **** *************************** and I terminated the Partnership Agreement due to significant differences in future business conduct.

However, post-May 24, 2023, I continued business on Amazon and collaborated with new prep centers, adding their addresses to the Business Addresses section on my seller account.

I also added the following phone numbers: *********************5, and **********. These are the phone numbers of the prep centers. **** *************************** and I never personally used these phone numbers. However, these phone numbers and prep centers' addresses were added to the Business Addresses section on my seller account.

Later, I discovered that after terminating our partnership, **** *************************** also collaborated with the same new prep centers as I did. Consequently, he also added these prep centers' phone numbers and addresses to the Business Addresses section in his BigBenn seller account.

These were the same phone numbers of prep centers listed in my seller account and the BigBenn account, forming additional relations post-partnership termination. I believe the Amazon Support representative wanted to hear precisely these explanations. I mean, why new relations were established after the partnership termination.

To substantiate my statements, I have attached the following supporting documentation, as requested via the "reactivate your account" button:

1) **************************************** Termination Agreement;
3) Funds Transfer Act;
4) Confirmation Letter.

Additionally, I have attached my UPDATED Plan of Action, describing the Root Cause (with additional explanations) and Corrective/Preventive Measures I've implemented in the business. Please review it to get more information.

Therefore, I request Amazon Support to review the additional information previously requested thoroughly. Following this, I request the reactivation of my seller account since I have provided all the information, including additional explanations for why my seller account was deactivated. Thank you in advance!
Business Response
Date: 12/12/2023
Hello,
We have reviewed the Seller's account and determined that they do not fit reinstatement at this time. An email was sent to inform them of this decision on 12-Dec-2023.
Thanks, Amazon.com Seller Performance
Initial Complaint
Date:11/05/2023
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.
The purchase was ordered on October 19th. The amount is $155.98 for the amount. The device was on the way when it was identified that the device would be to small but however due to it already being shipped the ability to cancel was unavailable. Additionally there was no notice from site a return shipping fee was demanded on return of device but is now demanded on return of device to receive a refund.
Business Response
Date: 11/07/2023
Hello,

We are writing regarding Order 112-2803514-2037826. The seller has provided return address through our Buyer-************************ and also through the return request buyer has raised. ***** needs to return the item for refund. As this return isn't a result of an Amazon.com or the third-party sellers error, buyer will be responsible for the cost of return shipping. The A-to-z Guarantee claim has been temporarily withdrawn. If the return reaches the seller and buyer does not receive refund, claim will be reopened and assisted further.

Sincerely,
Customer Answer
Date: 11/07/2023

Complaint: 20827318

I am rejecting this response because the item viewed on Amazon does not provide information that it is my responsibility for paying the cost for shipping charges. If the items description provided notice I would be held responsible for the return cost if I was not satisfied with the item I would not have purchased the item in the first place.

Sincerely,

*****************************
Initial Complaint
Date:11/05/2023
Type:Sales and Advertising 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 instant on demand water heater from Amazon. The item is made by Eco Smart and has a lifetime warranty. I got the item slightly damaged from Amazon online amazon stated the outside of the item had been damaged had "minor" dents nothing about the item being previously used and returned or that the item was defective. I paid $350 to have it installed by a licensed electrician. I already had one installed where the supposed new one was being installed. I needed to downgrade because of the need to have less electrical power usage which is why I needed a licensed electrician to install it. The unit i bought from amazon needed two 40 amp breakers and had to be professionally installed.The electricians had installed ones similar to the one I bought and were very familiar with how to install them. The unit leaks and will not "turn" on properly... Amazon should not be allowed to sell sensitive items like these used without having them properly tested. Amazon does not even sell these units they are sold by the following company.. globaltrading1 how amazon got it in their warehouse needs to be investigated. The item should have been returned to the manufacturer and never resold.. this is in fact a "fire" hazard.Amazon refused to accept responsibility for their gross mistake and immediately send me a "new one" not defective..
Business Response
Date: 11/06/2023
Hello Alberta,

I'm Sahitya 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 113-2055454-8797008 and see that the product purchased was Amazon warehouse item.

EcoSmart ECO 18 Electric Tankless Water Heater
Sold by: Amazon Warehouse
Fulfilled by: Amazon
Condition: Used - Acceptable

Warehouse products are not eligible for replacements due to their quantity imitations. However you may return it for refund and re-order new product. Product description will indicate if the item is used or new.

In this case, we won't be able to offer any compensation.

To return the item, go to our *********************:

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

The ********************* will guide you through the process and give you a printable return mailing label. If a pre-paid label isn't available for your return, the ********************* will provide other options for getting the item back to us.

Once you've shipped the return, you can track your return here:

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

For more information on return refunds, please go to our Help pages:

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

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

Regards,

Sahitya
Amazon.com

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

Customer Answer
Date: 11/08/2023

Complaint: 20827316

I am rejecting this response because:
On the amazon website it says the following which I have also attached as a photo.. specifically stating the following:
Delivered October 26

EcoSmart ECO 18 Electric Tankless Water Heater, 18 KW at 240 Volts with Patented Self Modulating Technology , 17 x 14 x 3.5

Return or replace items: Eligible through November 25, 2023

Buy it again View your item
Get product supportTrack packageReturn or replace items

Sincerely,

*************************
Initial Complaint
Date:11/05/2023
Type:Sales and Advertising 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.
Noticed these fraudulent charges on my account below 02/27/*********************************** Card Purchase - PRIME VIDEO HP6WX7YA1 888 802 **** WA 03/07/23-17.31DebitDebit Card Purchase - PRIME VIDEO H55732U90 888 802 **** WA 03/24/23-24.87DebitDigital Card Purchase - AMZN MKTP US HC4P90IT2 AMZN COM BIL WA 03/30/23-16.23DebitDigital Card Purchase - AMAZON PRIME HY9EA3401 AMZN COM BIL WA 04/05/23-15.14DebitDigital Card Purchase - AMZN MKTP US HY1JS07I2 AMZN COM BIL WA 04/08/23-17.31DebitDigital Card Purchase - PRIME VIDEO HS66Z1NY2 888 802 **** WA 06/06/23-16.23DebitDigital Card Purchase - AMAZON PRIME AV47655A3 AMZN COM BIL WA 07/06/23-16.23DebitDigital Card Purchase - AMAZON PRIME DR73W4A03 AMZN COM BIL WA 07/30/23-22.69DebitDigital Card Purchase - AMAZON COM TH1188LW0 AMZN COM BIL WA 08/06/23-16.23DebitDigital Card Purchase - AMAZON PRIME TA2X31L30 AMZN COM BIL WA 08/09/23-47.60DebitDigital Card Purchase - AMZN MKTP US TA7HD3S72 AMZN COM BIL WA 08/31/23-31.81DebitDigital Card Purchase - AMZN MKTP US T32JO8ID2 AMZN COM BIL WA 09/06/23-16.23DebitDigital Card Purchase - AMAZON PRIME TL2MB2AK1 AMZN COM BIL WA 09/19/23-19.70DebitDigital Card Purchase - AMZN MKTP CA TX2562CY1 AMAZON CA WA 09/21/23-8.38DebitDigital Card Purchase - AMAZON CA PRIME MEMBER AMAZON CA PR BC 09/28/23-26.95DebitDebit Card Purchase - AMZN MKTP ** T19470WC2 ******* ** 09/29/23-16.23DebitDigital Card Purchase - AMAZON PRIME T19HV0EU1 AMZN COM BIL WA 10/05/23-29.22DebitDigital Card Purchase - AMZN MKTP US T90LU33G1 AMZN COM BIL WA 10/06/23-16.23DebitDigital Card Purchase - AMAZON PRIME T93LJ2E11 AMZN COM BIL WA 10/21/23-8.29DebitDigital Card Purchase - AMAZON CA PRIME MEMBER AMAZON CA PR BC 10/29/23-16.23DebitDigital Card Purchase - AMAZON PRIME JD6UF42D3 AMZN COM BIL WA
Business Response
Date: 11/05/2023
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 unknown charges. I'm sorry for the inconvenience caused.

I was able to find the charge on another customers account but, for security purposes, I am unable to share the details with you.

I request you to please check with your family and friends if they have used your card for those transactions, if none have used it or you do not authorize them to use, please dispute the charge with your bank. To avoid any additional unauthorized charges, I also recommend asking your bank about the possibility of having the card reissued.

I appreciate your cooperation and understanding.

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

We look forward to seeing you again soon.

Regards,
********
Initial Complaint
Date:11/05/2023
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 was a seller who sold on Amazon ********* marketplace.Name: *********************** Store Name: kaftstore After a while Amazon closed my store and kept my balance in. I am waiting for the receive my money because of I have sold products and never get payment.Amazon accusing me to selling fake products but this products delivered to customers and I shared all tracking numbers and receipts with Amazon but they are still not refunded my money.All products delivered to customers and if Amazon did take a complaint from customer ********************** should be refund money to customer but ********************** should not cut my all money.Because I sold 19 product to 19 customer. If other customers did not complaint Amazon should refund my money.I have a good intention to Amazon and I think we can agree before I file court or ********************************
Business Response
Date: 11/19/2023
Hello,

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

Regards,
Amazon
Initial Complaint
Date:11/04/2023
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.
During prime day October 3rd 2023 I ordered an 86 in ** from Amazon prime. The ** cost $1, ******. I waited 3 weeks for the ** to be delivered. The ** arrived at my residence November the 4th during the designated time however when the delivery man took the ** out of the box for setup the ** has a crack down the middle of the screen. This was at 1:30 p.m. in the afternoon. I told them to take the ** with them they told me that it would be in my best interest to have the broken ** remain in my home along with all the garbage packaging that comes along with it sitting in the middle of my living room, to ensure I had verification for a replacement television. I started contacting Amazon customer service at 1:30 p.m. it is now 8:21 p.m. and I have no resolution because their system says the ** has not been delivered yet. Therefore I am unable to have this item picked up from my residence at this time and I have to look at this c*** in my house broken for at least another 48 hours to give their automated system a chance to catch up. They are rude, unconcerned regarding the problem and keep passing you on to the next customer service representative and to the next customer representative, etc. I have been a prime customer for a very long time and I will be severing my business ties with Amazon at this time due to the handling of the situation. I recognize losing one customer will not make a difference because you have millions of customers but you do not get to treat me the One customer in this manner you **** sure didn't treat me this way when you took my money. So currently as it stands I have no pick up date for the **, no acknowledgment from Amazon that the ** was even delivered to my residence, and a rude customer Care staff to boot. Thanks for nothing I want this ** picked up and I want my money refunded I'm going to dispute this with my bank on Monday.
Business Response
Date: 11/05/2023
Hello,

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

I apologize for the bad experience you had with our customer service and the ** order. I've shared your feedback with our team to get this checked and avoid it happening again.

I understand you would like us to pickup that ** from your address and refund asap. I've initiated a return request on your order. It will be picked up on Nov 10 between 12pm to 9pm (this is the earliest pickup slot available for this item).

Once it is picked up and received by Amazon, a refund would be issued on your account back to the original payment. If you would like to reschedule the pickup date to any later date, please contact us through chat or call us at *****************. Our team will be happy to help you further.

Please note : we do not have any earlier slot available for the pickup. The latest available is on Nov 10 which I've already created for you. I appreciate your understanding and 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: 11/10/2023
Today was the pickup day for my television between 12:00 noon and 6:00 p.m.. at approximately 12:15 today I received a text message from Amazon stating that the driver tried to get in touch with me and found no response, which is a lie no one from Amazon ever called me today. When I contacted customer service and I was transferred to Big bulk items who handle the return I was informed that the message was sent out in error and they assured me that the delivery man would be here today between noon and 8:00 p.m.. it is now 607 p.m. on a Friday night and a delivery man is not going to pick up a big bulk items such as this this late in the evening at the end of the business week. I contacted Amazon customer service again to find out a possible eta because I've been waiting since noon today for this item to be removed from my home. I was transferred to the big bulk items Department and they informed me that they reached out to the driver several times while I waited on hold and the driver did not respond. He did not pick up their call. They then inform me that they can't get the ** until November the 15th and that they were going to have to make me another ticket for pickup. I told the customer service agent I was not waiting until Wednesday November the 15th to have this item and this mess out of my home I demanded a delivery a pickup tomorrow Saturday November the 11th. The customer service representative told me he put a ticket in for pickup for November the 11th but he could not guarantee me that it would occur ...again another day I have to sit here and wait from noon to 8:00 p.m.. I have business to take care of in my life I cannot sit around my home waiting for them to pick this ** up I already lost the day today by sitting at home, with no pickup. I want this ** removed immediately because the next step is for it to Simply go outside and may the best man pick it up.
Customer Answer
Date: 11/10/2023

Complaint: 20826994

I am rejecting this response because: no one showed up between noon and 8pm on November 10th to pick up the broken television.

Sincerely,

*******************
Customer Answer
Date: 11/11/2023
Today is Saturday November 11th @ 1:25pm. I attempted to contact Amazon AGAIN re. The pick up and I yet again, I'm subjected to incompetent customer service representative. Then ********************** had to audacity to send me an immediate email re. Being abusive and they will severe the relationship yada, yada, yada. I don't care Amazon is not the only vendor in the world, you already lost me as a customer. I spend my money where I am valued as a customer. I work to hard for my money and a jackass corporation will NOT abuse ME. To bad you are not this quick to respond to clearing up the issue with the television. I still had no information re. If the ** is going to be picked up today. I'm going to contact an attorney re. This issue due to principals and lack of accountability. This is ridiculous!!!
Customer Answer
Date: 11/11/2023
It is Saturday November the 11th at 1:54 p.m. I finally got a hold of a Amazon representative who informed me the ** will not be picked up until tomorrow Sunday November 11th. Again as the customer I was not informed that the ** was not going to be picked up today!! And all they can say is I'm so sorry for the inconvenience and send me emails regarding my conduct when my conduct is a reflection of your unprofessional business practices and ethics. So once again I the customer is screwed by **********************
Customer Answer
Date: 11/11/2023
It is Saturday November the 11th at 1:54 p.m. I finally got a hold of a Amazon representative who informed me the ** will not be picked up until tomorrow Sunday November 11th. Again as the customer I was not informed that the ** was not going to be picked up today!! And all they can say is I'm so sorry for the inconvenience and send me emails regarding my conduct when my conduct is a reflection of your unprofessional business practices and ethics. So once again I the customer is screwed by **********************
Business Response
Date: 11/14/2023
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 again for the hassle you have gone through. This is definitely not the experience we ever want our customers to have with us. I'll make sure this passed to the concerned department for the improvement.

I see the team have escalated the issue to get this pickup completed from your provided address at the earliest. You will be contacted by the carrier when they are on the way to pickup the order.

In the meantime, we have processed a full refund back to your original payment on Monday, November 6, 2023 at 1:25 PM (PST). Total refunded:$1098.68 This refund should already be reflecting by now or will reflect as per your card issuing bank norms.

I assure you, our team is working on this order for you to get this picked up on priority.

Thank you for your understanding.

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

We look forward to seeing you again soon.

Regards,

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

Complaint: 20826994

I am rejecting this response because: Despite the "reassurance" I still do not have a pick up date for the television.

Sincerely,

*******************
Customer Answer
Date: 11/15/2023
Contacted Amazon again today November the 15th because the ** still has not been picked up. The customer service representative told two lies stated that I canceled the the pickup on two different days. Which is a lie!! I finally was able to speak to a supervisor named ****** and she told me that the ** would be picked ** in the next 24 to 48 hours. They then send me a ticket to print out for the ** return instead of a pickup order. I have a ticket pick up scheduled for November the 15th which they emailed me and they're not honoring today.... the ** will not get picked up today. I am sick of this it is the holiday season I'm trying to prepare my home for guests and this is a hindrance and a burden at this time I guess I will have to put them on social media and see what legal options I have available to me at this time this is ridiculous and could have been avoided if they simply utilized ethical practices. Quick to take your money and quick to tell me that they've refunded me my money but no accountability for the follow through to remove the **.
Customer Answer
Date: 11/16/2023
November 15th. Out of the blue at 9:00 p.m. at night a delivery pick up person from Amazon Texted me that they're here to pick up the *** I give them instructions on how to get into the building and how to get to my apartment once in the building via the elevator. They inform me that I have to bring the product to them because they cannot enter your apartment. So am I supposed to carry a 86 in ** on my back like a mule...? What company sends out a delivery person that doesn't enter your residence that's stupid!!! Once again I have to call Amazon customer service and speak to two different supervisors to get another delivery date for pickup for this *** Now I have to wait until November the 21st to get the ** removed from my home. This is been going on far too long the original occurrence happened in November the 4th this is unethical business practices. Amazon has lost me as a customer and I will be consulting an attorney to see what my options are. I will not be treated in the this manner you didn't treat me like this when you took my money. It is the principal and it is obvious that Amazon has no value for their customers.
Business Response
Date: 11/30/2023
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 return of the damaged ** order. I'm sorry for the inconvenience caused.

As per the confirmation received from Pilot carrier, they confirmed that they have already picked up the ** from your address on Nov 22. If they haven't done it, I request you to please dispose it to avoid any further hassle.

We have already processed a full refund of $1098.68 back to your original payment on Monday, November 6, 2023 at 1:25 PM (PST). I appreciate your cooperation and patience on this matter.

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: 11/30/2023

Complaint: 20826994

I am rejecting this response because: Yes the ** was picked up due to my continued efforts. How dare you suggest that I dispose of the ** at my expense as the solution. I see Amazon chose not to take responsibility to the end. You have the audacity to make it seem like I am getting on your nerves..but it was your lack of professionalism ******** that caused the events in the first place. I am done with Amazon and Amazon can go straight to h*** You'll miss that job when it all becomes automated. I think the automated system and robots will provide better customer service and problem solving then you !!!

Sincerely,

*******************
Customer Answer
Date: 12/04/2023
Thank you for your assistance. The ** was picked up Nov. 21st.

Regards,

****** Kee
Initial Complaint
Date:11/04/2023
Type:Order 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 called Amazon on November 4, 2023 and asked for a download of all of my transactions. I have hundreds of personal/ non business purchases each year that I need to sort for income tax and child custody sharing purposes. There is a list on line that is not downloadable and that requires clicking on each of over 100 annual purchases to see the payment details. I was told that Amazon does not provide downloads of transactions and I would need to open each of the over 100 purchases to find the details. My understanding is that Amazon is required to provide customers with access to their personal data. Thank you for your help resolving this matter.
Business Response
Date: 11/05/2023
Hello *************************,

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

I've reviewed the complaint and understand your concern regarding the transaction details or the download option for it.

I apologize for the inconvenience *********

I would like to inform you that there is no such option to get the transaction details at once or with one click.

However, I'll surely take this as a feedback from you and will forward this issue to the appropriate team so that the team can work on the possible options to get this done.

I'm sure that there will be an option for it soon.

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

Regards,
Arun

Amazon.com
***********************************
Initial Complaint
Date:11/04/2023
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.
Item was purchased on August 19, 2023 -Order# ***-6850085-6006626. It was a set of car seat covers and they arrived incomplete (only head rests sent) Requested return and shipped back via *** tracking # 1Z0W3Y269030227071 Tracking states it was delivered on Aug 24 at 11:30 pm Refund was issued on Aug 22.Sept 26 I got a reminder to return the item. I contacted Amazon (via phone) and was told they could see it had been returned and I could disregard the message On October 11, 2023 they charged my caard for this item (*****) because the item had not been returned. I contacted the seller on Oct 12, 2023 and they stated I needed to contact Amazon.On Oct 15th, I contacted them via chat and they stated I had suspicious activity and that I needed to provide a goverment ** via a link in an email to verify my identity. I then called to speak via phone and was told the same thing. I uploaded the ** and waited the 3 days required to verify.On October 29th, I contacted them via live chat and phone and was told the ** could not be verified and that I needed to upload again. I asked who I could speak to to explain this irregular request. They only told me they would report it.I uploaded the ** a second time.On November 1 I contacted again and they did not have the ** to verify and requested it again. This time the link is being flagged as a phishing site by *************I only responded to links in the email record on my "accounts page' in Amazon emails.No explanation as to why they recharged me and they will still allow me to place orders despite this problem. I am not getting any assistance despite requests and I was charged for an item returned.I would like help getting this resolved.
Business Response
Date: 11/05/2023
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 recharge of the item you have returned. I'm sorry for the inconvenience caused.

Our team have noticed abnormal activity on your account hence your order was recharged. We need to verify your identity before we can consider your request for a refund or replacement. We may also request additional information before granting your request.

The document you have uploaded could not be verified. 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 from when it was first sent on your registered email id:

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

All personal information that you provide will be handled in accordance with our Privacy Notice. To review our Privacy Notice, go to "Amazon and Your Personal Information":

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

Once we verify the details, our team will be happy to help you further. 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
***********************************
Customer Answer
Date: 11/06/2023

Complaint: 20826889

I am rejecting this response because:
This is the same response I have recieved thus far. This time, however, the link did not get rejected by my antivirus softward and did require me to log in. I did submit another ID (for the third time) in hopes this may resolve it. I do not accept the response as the issue has not been resolved and they are still requiring me to verify my identity when they were the ones who charged me for an item already returned that has been documented as returned. I am confused my identity is not questioned for new orders, but they will not refund a charge the was erroneously charged on their end.

Sincerely,

*****************************
Customer Answer
Date: 11/14/2023
Refund was ultimately given. However, no explanation for why this occured was provided.
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.

Thank you for submitting the ** we have requested.

After the verification, our team have issued a refund on your account on Nov 12 back to your original payment. It should be reflecting on your billing statement as per the bank norms.

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:11/04/2023
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My account was hijacked/hacked by someone. Sept 28. I lost everything. access to my prime, prime video, and audible books. I cannot set up a new account, because someone has an account under my new number. I have been calling since 9/28, just to be transferred **** to ****. Promises I will be help in 24 hrs, then 3-5 business days. NOTHING! Amazon has the worst customer service and they dint care.
Business Response
Date: 11/05/2023
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 about the trouble you have with your account.

I've tried accessing the account details you have referred in the complain with the information you have provided however I'm sorry, I could not find it.

I request you to please help me with any of your previous order# (we always send an email confirmation with order# so you may find any one in your registered email id) or a charge id of your recent order from the billing statement (it will be 9-digits alphanumeric) along with your registered email id.

Once the above information is received, I'll be able to locate the right account to check on the details and help you further.

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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