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

59,770 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:11/03/2023
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.
Please delete all of my old accounts. I made this request through customer service, but they refused to do it. I do not have access to the old accounts my email address has changed so has my phone ********************************* ************************* ************************ or ************************ and any others.I should have only one when finished my current account.Kind Regards ************************* Kind Regards.
Business Response
Date: 11/05/2023
Hello ******,

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.

I understand that you wish to delete all your old accounts. I've reviewed the email IDs mentioned in complaint and I see only ************************* has an active account.

Please write us from that email address so that we can take further account in closing the account.

If you have multiple accounts apart from emails IDs mentioned, follow the provided steps for each of them to ensure that we have the correct authority to take action on each account you wish to close. A confirmation notification will be sent to the email address associated to your account or via text message. You'll need to reply within 5 days to verify your request.

If you are experiencing issues with logging into the account you wish to close, visit the following Help page: ************************************************************************************

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

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

Regards,

Sahitya
Amazon.com

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

Customer Answer
Date: 11/17/2023
I no longer have access to this account to send the email. Please close the account someone else is using it.

Thanks
Business Response
Date: 11/22/2023
Hello ******,

We understand you wish to close your account and delete your data.

Protecting your privacy and the security of your data is and has always been a top priority for us. The most secure and straight-forward way to submit the request is to follow these steps:

1. Go to Close Your Amazon Account: ****************************************************

2. Sign into the account you want to close.

3. Review the products and services associated with your account.

4. If you still wish to proceed, select a reason in the drop-down menu. Tick the box next to "Yes, I want to permanently close my Amazon account and delete its data" and select "Close My Account."

Please note that the closure is permanent and afterwards the account will no longer be available to you. We will not be able to restore the account.

If you decide later that you want to start ordering from us again, or if you would like to use products and services that require an account, you will need to create a new account.

By requesting the closure of your Amazon account on any ********************** site, you'll also lose access to all the products and services offered across all Amazon sites globally where you use the same login credentials (email, mobile phone number, and password).This includes, among others, international Amazon sites (for example amazon.ca, amazon.fr, amazon.com.mx), and Audible, etc.

If you have multiple accounts, follow the provided steps for each of them to ensure that we have the correct authority to take action on each account you wish to close. A confirmation notification will be sent to the email address associated to your account or via text message. You'll need to reply within 5 days to verify your request. If you are experiencing issues with logging into the account you wish to close, visit the following Help page: ************************************************************************************

If you are unable to close them from your end please feel free to contact us directly by replying to *********************************************** if we can be of further assistance.

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

Regards,

Sahitya
Amazon.com

***********************************
Customer Answer
Date: 12/12/2023
This was for an old email account that I do not have access to. They said that I have to close it, but I can not get into it to do so at this time.
Nothing else I can do.

Thanks so much.

Business Response
Date: 12/21/2023
Hello ******,

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.

I understand that you want to close your old accounts.

To help you with this, I've worked with our internal partner team on your request. They have confirmed that have reviewed the complaint details and mentioned that option to close the accounts without the account close request received from the concerned accounts isn't available. In order to close an account we **** need to receive consent from that account which you wish to close.

Since you do not have access to your old accounts, 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.

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: 12/26/2023

Complaint: 20824087

I am rejecting this response because: I clicked that link and still found know way to communicate with you to close the account.

Sincerely,

*************************
Business Response
Date: 12/31/2023
Hello ******,

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.

I understand that you want to close your old accounts.

To help you with this, I've worked with our internal partner team on your request. They have confirmed that have reviewed the complaint details and mentioned that option to close the accounts without the account close request received from the concerned accounts isn't available. In order to close an account we **** need to receive consent from that account which you wish to close.

Since you do not have access to your old accounts, 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.

Here are our customer service phone numbers:

- U.S. and ******: **************

- International: **************

We're available 24 hours a day, 7 days a week.

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

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

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

Regards,

Sahitya
Amazon.com

*****************************
Initial Complaint
Date:11/03/2023
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.
Date of transaction: 10/27/23 Amount: $399 + tax Item: ASUS TUF Gaming 34 1440P 1500R Curved Monitor (VG34VQL3A)Dispute: I was sent a much smaller box than one would expect for a 34" gaming montor which upon opening contained a padded chair cover. So far they have refused to give a refund or credit.What Amazon has done: Really nothing. I called them many times and they continually refused to give a refund so I told them I had no choice but to contact my credit card company to reverse the charge to which they said o-k. So, that's what I did. Now over one month later on 11/3, the credit card company called me and told me they're still working on the dispute and that Amazon says they delivered the item.Amazon Order #: 113-5965588-0319451 *** Return tracking #: 1Z9758R19040993637 The issue is with adverstising in the sense that theyr'e falsely adversting on their website "Fast, Easy Returns Process" which is clearly not the case.
Business Response
Date: 11/04/2023
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've reviewed the order 113-5965588-0319451 and I see that we have received the product ASUS TUF Gaming 34" 1440P.

To help you with this, I've requested a refund of $446.89 to your ***** In most cases, once a refund has been submitted, the issuing bank will post it to your account within 3-5 business days. This time frame may vary from one financial institution to another.

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

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

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

We'll continue working hard to ensure that you receive accurate service, and to minimize the chances of anything like this occurring again.

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

Regards,

Sahitya
Amazon.com

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

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:11/03/2023
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.
hi, i bought an Apple Watch 9 from amazon and I was supposed to received the package yesterday, but when I wasn't at home, the carrier texted me told me he needed the password and this is the first time i was shopping with amazon and I didn't know that I should kept this password for myself until the carrier directly gave me the package, but the carrier didn't told me that and he seemed like this is so urgent and I have to gave him the password. After I finding out that my package was missing, I contact with the amazon agent right away and finally there is an agent (seems like the manager )on the phone told me that he could refund me until tomorrows 8 pm( in other words on 3 November after 8pm) I could choose an option to refund and they will agreed to refund, but I just called them today after 8pm and they told me that they couldn't refund me, this is definitely a fraud and I don't think the carrier sended the package outside the door.
Business Response
Date: 11/05/2023
Hello Hongyuan,

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've reviewed the order #***-4981252-9128269 and the tracking indicates the package was delivered using a one-time password.

One-time password verification adds extra security to your deliveries as the password is only available in your out for delivery email, sent on the day of delivery. It can also be accessed in Your Orders by clicking 'Track Package' next to the relevant order. The delivery won't be completed until the password is shared with the delivery driver. Therefore, we are not able to issue a replacement or refund on this order.

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

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

Regards,

Sahitya
Amazon.com

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

Complaint: 20823940

I am rejecting this response because:
I receive a replacement order on 5 November, but I ask some agent to cancel my replacement order due to I want to change the color of Apple Watch, and this agent promised me several times that I could cancel the replacement order and there will definitely some could deal with my problem so that I could do it. In *********** now ,the amazon refused to reship or replace or refund me again. so right now, I don't want to change the color of my Apple Watch, I just want to receive the package!

Sincerely,

Hongyuan Ji
Initial Complaint
Date:11/03/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I bought a laptop highly recommended by amazon . It arrives doesnt work it restarts numerous times then shuts off . I start a return they pick it up . Block my account. And said they issued a refund on the account instead of my card . After doing research from The internet I dsocovered the laptop brand doesnt exist .. this seller is fraudulent.. and most of the comments and reviews agrees after digging deeper I learned this . *** reached out numerous of times to gain clarity and to do my part to get what Im requesting and deserve as a paying customer .. today November ******* est time . I try again this time its gets worse . Not only again they have no information . They are purposely ignoring me ask them to report the seller of the product and they send me to Another agent or hang up i requested the chat log . And I requested more info from them so I can proceed to report them I can provide more proof on the subject once its been reviewed I have a lot of information and documents to support my case and prove my honesty
Business Response
Date: 11/16/2023
Hello,
We have reviewed the customers buyer account and require more information to complete our review. We are unable to accept customers request for a refund without the information.
We have requested the necessary information from the customer via email. We sent this request to their registered email address on 11/16/2023.
Sincerely,
***
Amazon.com
Customer Answer
Date: 11/16/2023

Complaint: 20823858

I am rejecting this response because: despite multiple attempts they have reps that are lying . They have reps that are doing unauthorized things on my account to help them out . They are dancing around the issue I have provided every piece of information to them they are just choosing not to help everytime I send in new info they tell me its something else

Sincerely,

*****************************
Business Response
Date: 12/05/2023
Hello,

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

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

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

We notified the customer of this decision by email on **********.

Sincerely,
********
Amazon.com
Customer Answer
Date: 12/06/2023

Complaint: 20823858

I am rejecting this response because: every step that was taken by me the customer was instructed by an ********************** employee . Nobody knows there job . And they have a product I sent back and my money . Also . They are all rude and dont really wanna help any way . *** tried so many different approaches to the situation and still NOTHING . Something has to give it doesnt make sense . They told me something different and gave a different story everytime I have spoke. With a rep
Sincerely,

*****************************
Business Response
Date: 12/09/2023
Hello,
Amazon reserves the right to refuse service, terminate accounts, terminate customer rights to use *******************************************, remove or edit content, or cancel orders at its sole discretion.
We removed this customers access to their buyer account on our site. We took this action because an investigation of their account indicated that the customers buyer account violated our terms and conditions.
We have denied the customers request for a refund.
Consistent with Amazons Conditions of Use, Gift Cards that have been obtained, used, or applied to an Amazon.com account in violation of our terms and conditions may be voided by Amazon. Amazon further reserves the right to suspend or terminate the ability to use Amazon services, cancel or limit orders, and to bill alternative forms of payment if we determine that a Gift Card was obtained, used, or applied to an Amazon.com account in violation of our terms and conditions.
Due to the proprietary nature of our business, we do not provide details on our investigation methods.
We notified the customer of this decision by email on 12/05/2023.
Sincerely,
***
Amazon.com
Initial Complaint
Date:11/03/2023
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 ordered 2 items from Amazon, this is because if you add items after certain amount, you get free international shipping.I got one of the items and after 2 months I did not get the other one and the status was "not shipped". I contacted multiple customer service representatives and they all said they could not cancel the item if they even said anything at all (awful customer service). Finally after 4 managers they said: "Once the order was placed from your end the item was not there in our fulfillment center" and "Cancel option was not available from our end".So they cannot cancel the item, and I cannot cancel the item, they want me to re buy it, but if I buy it and becames available, I will get it twice and be charged twice.I asked this to be shipped to me, and was told this is not an option.
Business Response
Date: 11/06/2023
Hello *****,

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 understand that you wish PAC RP4-CH11 RadioPRO4 to be cancelled as the item is not yet shipped.

To help you with this, I've worked with our internal partner team on your request. As the item was stuck in facility center item didn't ship on time. Our team has successfully cancelled the item from order 111-9589624-6422636.

As the item was not shipped you were not charged and you can re-order once item is back to stock.

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.

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

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

Regards,

Sahitya
Amazon.com

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

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.
THANK YOU very much, the seller, Amazon WAS NOT helpful AT ALL to solve this issue and was not even making a little effort to solve it. I was treated really bad by their customer service; if it wasnt by you, I would still have this issue.

Sincerely,

***********************
Initial Complaint
Date:11/03/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I ordered a a tv through Amazon and wa told a specific delivery window so took time off work to recieve. They never showed up to the house and sent me an email saying that I missed delivery. I called to cancel through 3 different representatives and was called a racist for trying to get an *********************** cause I could not understand what they were saying I'm autistic and have a hard time with accents
Business Response
Date: 11/05/2023
Hello *****,

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.

I am sorry about the way customer service has handled your concern. 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.

I've reviewed the order and see that there as was no one at the address and the driver couldn't reach you to sign for your package, your package is being returned to the station.

We were unable to deliver the item **** 48 Inch 4K. A refund was issued to your MasterCard on November 4, 2023 for $1,539.20. We sent you a confirmation email to your email ID which is resisted with account on November 4, 2023

In most cases, once a refund has been submitted, the issuing bank will post it to your account within 10 business days (Pinless Debit card). This time frame may vary from one financial institution to another.

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

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

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

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

Regards,

Sahitya
Amazon.com

***********************************
Initial Complaint
Date:11/03/2023
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 placed an order with Amazon for a computer (Skytech Pro Eclipse order# ***-0657453-5591408) for $2000 (not including tax and shipping) on 11/01/2023. The following morning, 11/02/2023, I received a notice from the Amazon app that they detected suspicious activity on my account, had locked down access, and cancelled my order. I contacted customer care and verified all account information, and account access was restored. Then, I asked them to reinstate the cancelled order as it was legitimate, and they said that was not possible. I informed ******* that the price had increased by $500, and I was told not to worry, reorder the item(order # ***-1706942-0177821) and Amazon would refund me the difference. When I called back they refused to do the refund. I escalated the call several times and reached a point where there was nobody else they would allow me to talk to. I could really use some assistance on this as I am essentially being stonewalled for the $500.
Business Response
Date: 11/05/2023
Hello ******,

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.

I sincerely apologize for the inconvenience caused with orders and I understand that you are concerned about price difference.

I've reviewed both the orders and I see that the items are from third party seller. We strive to maintain low and competitive prices on everything we carry. We constantly compare Amazon's prices to our competitors' prices to make sure that our prices are as low or lower than all relevant competitors. As a result, we don't offer price matching.

To read more about our pricing, please visit our Help pages:

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

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

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

Regards,

Sahitya
Amazon.com

***********************************
Initial Complaint
Date:11/03/2023
Type:Service or Repair 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 need Amazon Business to ***************** line back to $2500.00 I tried to request a credit line increase and the system decreased my line.
Business Response
Date: 11/12/2023
Hello Shantishia,

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 understand that you wish to restore your credit line of your account.

To help you with this, I've worked with our internal partner team on your request. They have confirmed that have reviewed the complaint details and taken necessary actions on your account.

Your credit line has been reinstated to $2500 as per the request by our internal team.

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

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

Regards,

Sahitya
Amazon.com

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

Customer Answer
Date: 11/20/2023
The issue has been resolved and Amazon has updated my credit line.
Initial Complaint
Date:11/03/2023
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.
Ive experienced a pattern of Amazon offering to deliver items same day if you increase your order of qualifying purchases to at least $25. But then they invariably fail to deliver any of the items same day. Its a bait and switch - they entice you to add to your purchase in order to receive your items sooner, and then they dont live up to their end of the deal.Additionally, they state in the screenshot attached that if i dont want to wait, i can cal the items, but this is untrue - there is no option to return the items at this time. They must first be delivered or be several days late.
Business Response
Date: 11/05/2023
Hello ***********,

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 and I see that item was delivered on Friday, November 3, 2023, Guaranteed Delivery Date. I apologize as it was delivered at 9:00 Pm instead of 2:00 PM - 6:00 PM time frame.

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.

When an item is shipped we do not have an option to cancel the order however if you no longer need the product customers can refuse delivery when carrier arrives with package.

However as the items from order 114-5805151--2090645 are marked as delivered we won't be able to take any action since the items purchased are non-returnable.

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

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

Regards,

Sahitya
Amazon.com

***********************************
Initial Complaint
Date:11/03/2023
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.
Im going through a HIGH RISK pregnancy, with HIGH BLOOD PRESSURE, etc. I had gotten the Graco Soothe My Way Swing from my babys registry, order #*******. No, I didnt open the item immediately, *** spent countless days and hours at the hospital due to my current pregnancy conditions since then. The swing isnt as expected, it doesnt seem to be working as described! My return window was 10/21/23, I requested the return int the app, I received my *** label, I was given the next day to return, which I wasnt aware of! Since then, *** spent a week in the hospital, immediately afterwards my two young children, who are extremely asthmatic became violently ill, I had to be back and forth to doctors offices and hospitals for testing and evaluation of their conditions. Due to those unfortunate, unplanned, unforeseen circumstances I wasnt able to make the return by 10/22. I contacted Amazon, bcI still had the unused *** label. Rep ******* consistently yelled aggressively, humiliated me, told me I had until 10/21 for the return window. I explained my situation, and asked how was I to return the item the exact same night I requested the return? She then rudely Interrupted me, asked, Are you done? While expressing how rude that response was, she placed the call where all I could hear was the Amazon back ground music! I called back, begged for a manager, supervisor ***** came, I expressed my concerns, circumstances, and issues, she stated, Im sorry youre having issues in your life, but the window closed, we will not accept your return, and she will be ending the call! By the third call, I was in tears, the rep apologized, and promised she would let them make an exception given the circumstances. I was then told it was a false promise, I was lied to, and no exceptions will be made, and rep ended the call! My fourth call, I was advised to contact the manufacturer, my last call the rep, said, No exceptions, youve been told, I will end the call,and she ended the call!
Business Response
Date: 11/05/2023
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've reviewed the Order #***-9721533-5383407 were not able to accept the return for Graco Soothe My WayTM Swing because more than 90 days have passed since you received this item.

We accept the return of merchandise as long as it's returned in new condition within the return window however it looks like the return window for your item ended on October 21, 2023.

I'd recommend consulting your owner's manual and/or contacting the manufacturer to see if the problem in question is covered by the manufacturer's warranty.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.

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

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

Regards,

Sahitya
Amazon.com

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

Customer Answer
Date: 11/07/2023

Complaint: 20823454

I am rejecting this response because: I do agree that I had the item for 90 days, however, I didnt open the item upon immediate arrival. The box wasnt opened until almost 30 days later. I couldnt open because, going through my high risk pregnancy, and high blood pressure, *** spent most of my time admitted in the hospital back and forth. I didnt have the time to focus on opening the item, since me and my babies health are first priority.
Also, I didnt need the item immediately, so it wasnt opened for a long while. The item was requested for return before the return window was closed, which is why I have the unused return label from **** I just didnt get a chance like Ive stated to drop the item to the *** store due to health issues.
Im constantly being reminded of the closed return window, however it is being ignored that I did requested a return before the return window was closed! Most importantly, Amazon is ignoring the fact that due to uncontrollable medical conditions of myself, unborn baby, and young children, I wasnt able to drop off the item to ***!
Im willing to accept a restock fee being deducted, even though it doesnt seem to be fair, since thats an expensive I really shouldnt be obligated to doing!

Sincerely,

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

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.

Cookies on BBB.org

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Amazon.com is BBB Accredited.