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.
21,467 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:09/24/2023
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.
The transaction was made on August 22, 2023, through Amazon.com with M&H Global; their products images shows the product come with a lid. Amazon is saying that I received the following:114*************423 ARC, CSD422S NSF Approval Heavy Duty Stainless Steel Large Cazo, Sandwich Bottom, Acero Inoxidable, Cazo para Carnitas de ****** Plancha para Tacos, Outdoor Cooking Wok for Gas Burner Stove (22QT)114*************017 ARC, CS405S NSF Approval **** Heavy Duty Stainless Steel Large Cazo Comal, Sandwich Bottom, Inoxidable, Carnitas, Stainless Flat Surface Outdoor Cooking Woks (17QT)The product doesn't come with a lid. Furthermore, the seller deceives the customers with size because When I bought the product, I never received (22QT); instead, I received a (14 QT). The worst part is that the first time I bought with him never registered so I was unaware i was purchasing with the same person. Amazon decided to close my account on August 25th without giving any explanation as to the reason why after I provided them with the online information that they asked I further contacted them to get an explanation and they said it was due to too many returns and they're under their conditions of use I was in violation. I am a person with disabilities and amazons conditions of use are not accessible to the needs that I have I would like to further explain the situation and provide all the evidence necessary to overturn this decision.
Business Response
Date: 10/10/2023
Hello,

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 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 6 September, 2023.

Sincerely,
Amazon.com
Customer Answer
Date: 10/10/2023

Complaint: 20650180

I am rejecting this response because: you never showed me terms of conditions of use and I keep telling you that your provider how you say is way I violated the conditions of use is also in violation because he like misleading customer and not a reasonable resolution or refund. You are just penalizing your customers because you refuse to admiget their projects that hes the one who actually violated to begin with and its easier for you to close your customers account not caring if there disabled and unable to get their products another way.

Sincerely,

***********************
Initial Complaint
Date:09/24/2023
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 ************************ was closed all of a sudden and I have no idea what is going on??I contacted support and no result. please help to check what happened thanks
Business Response
Date: 10/04/2023
Hello,

We have reinstated this customers buyer account. We sent an email to the customers registered email address on 04 October, 2023 confirming account reinstatement.

Sincerely,

********
Amazon.com
Initial Complaint
Date:09/24/2023
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.
Amazon Account for: ************************** I use Amazon frequently and they closed my Account Friday for no reason- at least that they will give me. I have been a customer for over 10 years and own multiple electronics that only run with Amazon, 100's of ebooks and subscriptions for my elderly parents medical needs. I have never abused the terms or conditions of use. I had over $175 in contributions to a Registry that they will not give access to and they will not refund. These were given by friends and family that I gift thru a friends gifting friends group on ********* My elderly parents do not have computer access and are unable to go out and shop locally for some of the items I purchase for them, I have currently locked the cards that are linked to the Amazon Account so they cannot continue to charge me but I still have over $175 in contributions in my ************* that I cannot use. PLEASE try to help me regain access to what they have stolen. This is straight up theft of money from individuals. There is no other way to look at it. There needs to be someone to hold them accountable for their actions. From my research, they have shut down accounts of MANY people for no reason and some have lost many hundreds of dollars.
Business Response
Date: 10/09/2023
Hello,

While we appreciate the customers interest, we are unable to provide information on our investigation methods.

After a thorough review of their account and all of the information that they have provided, we cannot reverse the decision as per our policy.

For more information on this policy, the customer can search for Your Account Conditions of Use on the Amazon shopping website.

Sincerely,
Amazon.com
Customer Answer
Date: 10/09/2023

Complaint: 20650151

I am rejecting this response because: I have not violated ANY of the "terms of conditions of use". I am not a reviewer, I am not a reseller, I am a regular customer that gives gifts to family and friends and helps them work toward purchasing needed items. All items were paid for with money from my checking account, credit cards and savings. I had hundreds of kindle Books and gift card funds that were STOLEN from me. This is theft pure and simple. Theft! You can give me access to these items to use very easily. There is no reason to close my account. You can see over the last 4 years I have spent thousands and thousands of dollars.
If you say I violated terms and conditions of use, tell me which terms I violated. You cannot even tell me that. I have called multiple times to customer service and get many many different answers.
This is FRAUD and THEFT.

Sincerely,

***************************
Initial Complaint
Date:09/24/2023
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I ordered approximately $2,600.00 worth of security equipment in Early July, 2023. upon reciept of the equipment, it did not operate properly, and I immediately initiated a refund request with Amazon. At that time, they told me I had to pay return shipping. I called customer service, and the lady provided me with a *** shipping label she said to return the entire system with. That tracking number is 1ZA663W99008758539. I have received refunds for all but this last order (112-0862131-9625067) And I was told it had to come from a special department, I was told by that department originally that I had to wait 2 more weeks and call back, so I waited 3 and called back. Then I was told to complete a 6 question email response, and my money would be immediately refunded. I answered as instructed and was then told I had to provide a receipt of the shipping charges, but Amazon bought an provided the label to me, so that I could not do, But I did send the *** confirmation of delivery showing they received the order back on 7/26/2023.
Customer Answer
Date: 09/26/2023
At this time, Amazon is refusing to refund my money to me ($662.66) even though they have all the product back in house, shipped as instructed, and confirmed delivered by ***
Business Response
Date: 09/30/2023
Hello *****,

I'm Srujan 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 any inconvenience caused with the order #***-0862131-9625067.

I've reviewed the details of the order and account and see that our internal team has already reviewed the details and sent our email correspondence requesting additional information for further review.

Ive pasted their response below for your convenience:

"Since you returned the item using your own label, we ask you to provide proof that the item was handed over to the carrier, such as a carrier receipt. The proof provided must contain the Tracking ID and Shipment Date, this information must be visible in one photo.

Please reply to the e-mail sent on September 28, 2023 at 8:38 AM (PDT) with the Order ID ********************* and attach the photo in a .jpg or .pdf file format.

Your photo must be submitted before October 20, 2023 to be considered for review. Once we receive your photo, we typically respond within 3 days with the appropriate action that has to be taken on the order.

I understand your frustration. However, we can't assist on this order until we receive proof the item handed over to the carrier. As a reminder, your photo has to be submitted before October 20, 2023 to be considered for review.

Please note the e-mail has to come from the email address belonging to the account used to place the order."
Thank you for your understanding. Have a great rest of the day!
Regards,

****** K
Amazon.com
*****************************
Customer Answer
Date: 10/02/2023

Complaint: 20650117

I am rejecting this response because:
I have responded to this form letter at least 5 times, the "reps" at Amazon ARE either NOT READING MY REPLIES, or ignoring them and firing off another auto responder..
You constantly ask me me to provide a copy of a shipping label i bought to send the items back in. That is not possible since AMAZON PROVIDED THE *** PAID RETURN SHIPPING LABEL VIa **** and on the instructions of the Amazon employee who gave me that label, all items in the order(s) were returned under that tag, and are confirmed delivered back to Amazon. I have attached the *** delivery confirmation to my complaint showing when they got the items back.
It is my desire to settle this here, but should this avenue of resolution fail, I am not against filing legal action if need be. I will not allow Amazon to steal almost $700 from me due to their own incompetent business practices

Sincerely,

*************************
Business Response
Date: 10/12/2023
Hello *****,

I am Srujan 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'm sorry for the inconvenience caused with the return refund process on the order #***-0862131-9625067.

To help you with this, I've worked with our internal partner team on your request and can confirm that the refunds on the items were successfully initiated to your payment method on October 9, 2023.

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

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

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

I hope this helps. Have a great rest of the day!
Regards,

****** K
Amazon.com
*****************************
Customer Answer
Date: 10/16/2023

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. For future reference, the many many MANY hoops I had to go through, further complicated by your support teams lack of skills with the english language made this entire process a horrific experience, the first I have had with Amazon in over a decade.

Sincerely,

*************************
Initial Complaint
Date:09/24/2023
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.
On September 22, I received the order for Brazilian Deep Wave Human Hair Bundles, specifically the "9A 100% Unprocessed Virgin Remy Hair Deep Curly Weave 3 Bundles Extensions for Black Women Natural Color" in lengths 18, 20, and 22 inches. This purchase order number is 113-3010560-7117866.Upon opening the package and inspecting the contents, I was shocked and dismayed to discover that the hair bundles contained dead lice and lice eggs. This was not only unsanitary but also posed a significant health hazard.In response to this horrifying discovery, I immediately took appropriate action. I discarded the contaminated hair bundles without delay, ensuring that they were securely sealed in a plastic bag and placed them outside for valet trash disposal to prevent any further contamination in my home.I promptly contacted Amazon customer support to report this issue and requested a full refund for the purchase. However, I was informed that the only way to receive a refund was to return the product. This response from Amazon is not only inconvenient but also unreasonable given the hazardous nature of the item. It is not safe or practical to return a product infested with lice, as it could potentially spread the infestation further and endanger public health.I strongly believe that I am *********** a full refund for this purchase due to the hazardous condition of the product and the immediate disposal of it. I have attached photographs of the contaminated hair bundles for your reference.I urge Amazon to reconsider its policy in this matter and provide me with a full refund promptly. I have always been a loyal Amazon customer and have never encountered such a distressing and unhygienic situation with any of my previous orders.I trust that the Better Business Bureau will investigate this complaint thoroughly and help facilitate a fair resolution to this matter. I look forward to your assistance in resolving this issue.
Business Response
Date: 09/27/2023
Hello *******,

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

I'm sorry to hear about the problem you've had with the item received in the order #***-3010560-7117866.

We understand that you've already disposed of the item. At this time, we're unable to move forward with a replacement or refund for this order unless we receive the original item back.

If you'd like to return a qualifying item in the future, refer the following steps.

To be eligible for a refund, we ask that you return the item(s) you ordered within the return window.

You can mail your package back using the return label provided in our Online Returns Center

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

Were not able to assist you further until the return is received.

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

****** K
Amazon.com
*****************************
Customer Answer
Date: 09/27/2023

Complaint: 20650085

I am rejecting this response because: returning the item would be health hazardous

Sincerely,

*****************************
Initial Complaint
Date:09/24/2023
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.
MAY 2023 I PURCHASED FRAGRANCE FOR ******* FROM AMAZON. IWAS GIVEN A 30 DAY FREE TRIAL FOR AMAZON PRIME. I IMMEDIATELY CANCELED THIS MEMBERSHIP. I RECEIVE AN EMAIL THAT STATED MY AMAZON FREE TRIAL WOULD NOT RENEW. I CHECKED MY ACCOUNT AND WAS HAPPY. NOW I JUST DISCOVERED THIS MEMBERSHIP MONEY WAS TAKEN FROM MY WIFES ACCOUNT THIS IS NOT MY ACCOUNT. MY WIFE HAS A DIFFERANT ACCOUNT. We WERE NOT AWARE OF THIS PRIME AMAZON MEMBERSHIP AND WANT A REFUND FOR UNAUTHORIZED WIDTHDRAWALS.
Business Response
Date: 09/27/2023
Hello ***,

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

I'm sorry for the inconvenience caused with the unauthorized prime subscription charges noticed on your wife's account.

I've reviewed the details of your account and can confirm that the subscription on your account registered with this email address ended on June 10, 2023 after the end of free trial period.

Since the details of your wife's account isn't provided, we are unable to review the details of the account with the charge. In this case, I request you to kindly help us with the email address or phone number used to register the account so that we can review the details and help you accordingly.

Alternatively, you may contact our customer support team with the above details for faster resolution. You can contact us by phone or chat here:

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

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

****** K
Amazon.com
*****************************
Customer Answer
Date: 09/27/2023
TO AMAZON THE ***** ADDRESS IS LISTED ABOVE .IF YOU REQUEST FUTHER DETAILS PLEASE LET ME KNOW

THANK YOU
***
Business Response
Date: 10/02/2023
Hello ***,

Thank you for your response to our correspondence provided.

I've reviewed but I'm sorry again to request for the details of your wife's account. We are unable to locate the details of the referred account. Also, there isn't any another email address found/provided in your complaint.

Hence we are unable to review further. In this case, I request you to kindly help us with the email address or phone number used to register the account so that we can review the details and help you accordingly.

You may contact our customer support team with the above details for a speedy resolution.

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

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

Regards,

****** K
Amazon.com
*****************************
Customer Answer
Date: 10/02/2023
THE EMAIL ADDRESS YOU NEED IS ******************** PLEASE FORWARD THIS TO AMAZON THANK YOU
*******************
Customer Answer
Date: 10/02/2023
THE ***** ADDRESS YOU NEED GOR AMAZON IS ********************
Initial Complaint
Date:09/24/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My KDP account was suspended because Amazon believed that I published a title with misleading content that had the potential to mislead or defraud their customers. This is not a punishment that justifies the crime. My mistake was in the title of the **** PRI-6ZH9NPB67KF, and the title of the book is PTCB Exam Prep: The Most Updated Guide to Pass the Exam on First Try. | Full-Length ************** Keys to Get the Certified Pharmacy Technician Certification EasilyThis was the first time I was ever notified about an issue like this from Amazon, and upon understanding my mistake with the name of the title, I created a plan of action and implemented steps accordingly. However, Amazon never gave me a proper chance to appeal, despite this being the only violation I've encountered of this nature on the account. It's unfair not to give me the chance to correct this error when it's the first time I've been warned about this. I would like to request that Amazon reactivate our KDP account, or at least tell me what they need from me in order to get it reinstated.
Business Response
Date: 10/05/2023
On 06/21/2023 and 7/17/2023, the Amazon Content Review Team has confirmed to ************ via email that due to Content Guideline violations his KDP account was terminated. We've reevaluated the decision and decided to uphold the termination decision as the books published had misleading content. The same has been communicated to ************ and we will not be reinstating the account.
Customer Answer
Date: 10/12/2023
Hello BBB,

Another time, Amazon did not explain the reasons that led to the closure of my account and they kept both the money I spent on Amazon ADS and also all my royalties, without giving me anything. Can you please help me?
********
Business Response
Date: 11/03/2023
As mentioned in our previous response, on 06/21/2023 and 7/17/2023, the Amazon Content Review Team has confirmed to ************ via email that due to Content Guideline violations his KDP account was terminated. On 10/04/2023, we've again reevaluated the decision and decided to uphold the termination decision as the books published had misleading content. The same has been communicated to ************ and we will not be reinstating the account.
Business Response
Date: 11/07/2023
As mentioned in our previous response, on 06/21/2023 and 7/17/2023, the Amazon Content Review Team has confirmed to ************ via email that due to Content Guideline violations his KDP account was terminated. On 10/04/2023, we've again reevaluated the decision and decided to uphold the termination decision as the books published had misleading content. The same has been communicated to ************ and we will not be reinstating the account.
Business Response
Date: 11/09/2023
As mentioned in our previous response, on 06/21/2023 and 7/17/2023, the Amazon Content Review Team has confirmed to ************ via email that due to Content Guideline violations his KDP account was terminated. On 10/04/2023, we've again reevaluated the decision and decided to uphold the termination decision as the books published had misleading content. The same has been communicated to ************ and we will not be reinstating the account.
Business Response
Date: 11/13/2023
On June 19, 2023 ************************* contacted *** to appeal their account termination. The appeal was reviewed by the Executive Customer Relations team in depth and confirmed that the *** account was terminated correctly for violating the Content Guidelines. ************************* was notified on June 21, 2023 and again on July 07, 2023 that their account will not be reinstated due to violating the *** content guidelines. Also, we re-reviewed this matter on October 4,2023 and still uphold the account termination decision. We will not discuss this matter any further or provide additional insight.
Business Response
Date: 11/14/2023
We have already replied back to Mr. **** multiple times and have already informed the BBB on the outcome of this case. KDP will not be reinstating the publisher's account and will not engage further with any communications with him.
Business Response
Date: 11/14/2023
We have already contacted ************ and confirmed that due to Content Guidelines violations his account was and will remain terminated. This was communicated to him in multiple instances and the *** ECR team will not provide any further details about the decision taken.
Business Response
Date: 12/01/2023
On June 19, 2023 ************************* contacted *** to appeal their account termination. The appeal was reviewed by the Executive Customer Relations team in depth and confirmed that the *** account was terminated correctly for violating the Content Guidelines. ************************* was notified on June 21, 2023 and again on July 07, 2023 that their account will not be reinstated due to violating the *** content guidelines. Also, we re-reviewed this matter on October 4,2023 and still uphold the account termination decision. This was communicated to him in multiple instances and the *** ECR team will not provide any further details about the decision taken. Any royalties withheld to the publisher won't be paid due to their guidelines violations, this is stated in our Terms and Conditions and we will not engage further with the publisher.
Initial Complaint
Date:09/24/2023
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.
I returned a package containing an iPad Air 5th generation to Amazon through the *** store #**** on August 31st. On September 7th 1 of the 2 items in the pkg was refunded, but not the iPad air. Amazon is claiming that they received the wrong item and refuses to talk to me via phone to rectify this problem. They are only communicating via email. Their customer service is not equipped to help me. They don't even have the correct information on their end. One of the reps hung up on me on September 24th after I insisted that she finds some to help me with this matter. I called *** CS for assistance. They are telling me only Amazon can file a claim through the. The item is $529.99 and everyone is acting like I am t fault for them not receiving this item. I am not going to be out of $529.99 and everyone I acting like there is nothing they can do about it. Please assist. *************************
Business Response
Date: 09/27/2023
Hello *******,

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

I'm sorry to hear about the trouble you've had with your refund for the Apple iPad Air (5th Generation) from Order ID: *******************.

Upon reviewing the details of your return, it looks like Apple iPad Air (5th Generation) hasn't yet been scanned/processed at our **************.

Some items may be refunded before others even when returned together, as items are scanned/processed individually once delivered to our **************.

Please note: after the carrier has received your item, it can take up to two weeks for us to receive and process your return. We typically process returns within 3-5 business days after the carrier delivers the item to our ************** but certain items can take up to 30 days.

As the item was delivered to our ************** on September 5th, it should be processed and refunded by October 5th, at the latest.

To see how long it will take to receive your refund based on refund method, or to learn more about the refunds process, feel free to visit our Refunds help page here:
*************************************************************************************************************

Thank you for your understanding.
Best regards,
Priyanka
Amazon.com
Customer Answer
Date: 09/27/2023

Complaint: 20649590

I am rejecting this response because:
The information provided is not up to date. I have received messages from another department first saying that they never received the item and then a follow up email saying it was not the correct item. All of this through email.

Sincerely,

*************************
Initial Complaint
Date:09/24/2023
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.
Frustration with Recent Amazon Orders and Request for Resolution I I am writing as a dedicated Amazon customer of several years who greatly values the exceptional customer service and integrity that ********************** has consistently demonstrated.However, I have recently encountered a series of challenges regarding my purchases, returns, and the process of adding warranties to products. I am reaching out in the hope that we can find a satisfactory resolution.I regret to inform you that for the following listed return items, I did not receive the corresponding email codes. I find myself slightly beyond the deadline. I would greatly appreciate it if Amazon could consider extending their assistance in this situation:- Order Number ******** - ******* - ******* - ******* - ******* - ******* - ******* - ******* - ******* I want to emphasize that these items remain unopened and unused. Furthermore, I have been persistently attempting to follow up on returns for items that were never credited to my account. These orders were never received, and I have provided the relevant order numbers for your reference:- Order Number ******** - ******* - ******* - ******* Despite several calls over the past few months, this issue remains unresolved.Lastly, I must express my dissatisfaction with the experience related to the purchase on Order Number *******, specifically the acquisition of a warranty for a hoverboard gifted to my son. When I inquired about the purchased warranty, I was informed that I did not have one, and my request to add it was denied. This contrasts sharply with other retailers, such as ******** who offer this option with proof of purchase.Given these accumulating concerns, I am earnestly seeking a resolution. If a satisfactory resolution cannot be reached, I will have no choice but to consider canceling my Prime membership with Amazon.I appreciate your prompt attention to these matters and look forward to your assistance in rectifying these issues.
Business Response
Date: 10/05/2023
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.

It was concerning to hear about the trouble you've had with your purchases, returns, and the process of adding warranties to products.

Thank you for bringing this to my attention. I can certainly understand why this is distressing.

I'm unable to authenticate your Amazon account with the details provided, and hence can't locate the orders with the last 7 digits.

Could you please write back to us with the full order numbers so that we can assist you further with this?

Please feel free to contact us directly by replying to *********************************************** if we can be of further assistance.
Regards,
Priyanka
Amazon.com
***********************************
Customer Answer
Date: 10/06/2023
Hi ********,

I hope this message finds you well. I wanted to take a moment to express my gratitude for your assistance with the challenges I've been facing concerning my Amazon orders.

Being a Prime member has brought me great satisfaction over the past few years, and I truly value the service you provide.

Regrettably, I've encountered some difficulties in regards to the following orders but may not be limited to:

1. 111-6819931-5405861
2. 111-3281982-1270603
3. 111-1828830-3452251
4. 111-6960470-5015442
5. 111-3300694-2059465
6. 111-5619246-7394643
7. 111-7819519-0493818
8. 111-4739573-4116229
9. 111-6403150-3889036
10. 111-9191722-8905059
11. 111-8050693-2548263
12. 111-6936047-3894617
13. 111-6445965-1756203

Your assistance in resolving these matters would be greatly appreciated.

Thank you once again.

Sincerely,
************************;
Business Response
Date: 11/28/2023
Hello ******,

I'm Priyanka 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 writing back to us.

I understand that you would like to return items from the following orders:
1. 111-XXXXXXX-XXX5442
2. 111-XXXXXXXX-XXX0603
3. 111-XXXXXXX30-XXX2251
4. 111-XXXXXXX-7394643
5. 111-XXXXXXX-XXX3818
6. 111-XXXXXX-XXX9465
Could you please write back to us with the names of the items you would like to return from the above orders?

I see that out of the orders you would like to return, the full order numbers for the following three orders (XXX5442 - XXX0603 - XXX2251) mentioned in the original complaint are missing.

For the orders listed as returned but not yet refunded, upon review, I see that a full refund has been issued for the following:

1. 111-XXXXXXX-XXX6229
Tuesday, May 30, 2023 at 5:54 PM (PDT)
Refund Details:
Items
1 x *************** Nail Technology with Standard Foundations (MindTap Course List)
Amount(s)
Principal: $142.16
Tax: $9.95
Total:$152.11
Reason: Refused Delivery
and
Tuesday, May 30, 2023 at 5:49 PM (PDT)
Refund Details:
Items
1 x Style Factor Edge Booster Extra Strength Moisture Rich ****** | Thick Coarse Hair (Pink *****)
Amount(s)
Principal: $9.98
Tax: $0.70
Total:$10.68
Reason: Delivered Late By Carrier

2. 111-XXXXXXX-XXX4617
Sunday, June 4, 2023 at 10:42 AM (PDT)
Total refunded:$62.20
Reason: Merchandise Not Received (GuaranteeClaim)

3. 111-XXXXXXX-XXX8263
Wednesday, June 28, 2023 at 10:57 AM (PDT)
Refund Details:
Items Amount(s)
1 x *************** Nail Technology with Standard Foundations (MindTap Course List)
Principal: $142.16
Tax: $9.95
Total:$152.11
Reason: Merchandise Not Received
and
Tuesday, May 30, 2023 at 5:28 PM (PDT)
Refund Details:
Items Amount(s)
1 x Style Factor Edge Booster Extra Strength Moisture Rich ****** | Thick Coarse Hair (Pink *****)
Principal: $9.98
Tax: $0.70
Total:$10.68
Merchandise Not Received

Since all the above refunds were issued back to your original payment method, you should see the amounts reflected in your credit card statement within 3-5 days of the above dates.

For the orders listed as returned but not yet refunded, upon review, I see that the full order number was missing for one of the orders mentioned in the initial complaint (-XXX6229).

As for the warranty for Order ID: *******************, I see that the manufacturer has responded that the item has a 3-month warranty. If you would like to extend the warranty, we reccommend reaching out directly to the manufacturer.

You can learn more about manufacturer's warranties on our help page here:
********************************************************************************************************************

As the concern was not originally specified, could you please write back to us with the assistance required for the following orders?
1. 111-XXXXXXX-XXX9036
2. 111-XXXXXXX-XXX5059
3. 111-XXXXXXX-XXX6203

Finally, if the issue with the following orders hasn't yet been resolved (XXX5442 - XXX0603 - XXX2251 and -XXX6229), please write back to us with the full Order ID, and I'll look into this for you.

Please feel free to contact us directly by replying to *********************************************** if we can be of further assistance.
Best regards,
Priyanka
Amazon.com
Initial Complaint
Date:09/24/2023
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.
Ive had severe issues with Amazon destroying items by improperly packaging them/intentionally opening my mail. And requested proper package for items in future due to damages. this item arrived in a white and blue Amazon bubble envelope, and tossed on porch but fragile items are supposed to be sent in boxes and Amazon refuses even by request to send my items in proper packaging. I contacted them after finally using my item after being medically incapable/hospitalized and discovering damage. upon giving Amazon a call they refused to accept accountability, blamed the manufacturer although the damage isnt from the items manufacturing its purely due to the shipping through Amazon and refused to send an exchange in exchange for their damaged item. They insisted in keeping the charges and leaving me with broken item insisting I didnt call within the window. Its less than 24 hours passed the return window I just got out of the hospital and if it werent for severe medical issues I could have called last night. They stole my money by sending me a defective product and refusing to make right or contact their affiliate who sold it to me. they took advantage of the fact that I was medically ill insisting its my fault even though it was packaging. The packaging has been issue in past at least 5 times. Im paying for their mistake and theyre forcing me to be stuck with damaged item. They are refusing to contact the seller insisting I have to (there is no option for That and it doesnt allow me to message or contact their seller for refund.) They are claiming the manufacturer is faulty but Amazon has repeatedly sent damaged items and kept/spontaneously generated charges in past due to their own confusion and mistakes with ship/return etc. Reps hung up twice, when I asked to speak to who would correct the shipping issues they hung up again. I pay monthly service for amazon shipping to be accurate and deliver my items in the condition I expected and purchased them in.
Customer Answer
Date: 10/03/2023
Refusal to refund fraudulent charges. Directly avoiding resolution by placing on hold times that exceed over an hour and or physically hanging up against my will and refusing to answer any questions regarding my stolen funds.I am supposed to have a surgery that I need to pay for the blood work to get and they stole money out of my account and are refusing to give back other money along with that and I am directly being harmed because now that they stole from not only my account but my works bank account, I am unable to even pay for the blood work I need to be able to get emergency surgery,
Business Response
Date: 10/07/2023
Hello *******,

I'm Priyanka 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.

It was concerning to hear about the repeat packaging issues with your items.

Thank you for bringing this to my attention. I can certainly understand why this is distressing.

Situations such as these are very rare, and are corrected shortly after they are reported. Please be assured that we would definitely work on your feedback and ensure that such issues do not arise in future.

A refund was issued to your **** on October 3, 2023 for $82.10.

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:

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

If you don't see the **** refund posted to your account, please contact your issuing bank for further assistance. Your bank can clarify how long it'll take them to post the refund.

If your bank has trouble locating the completed refund, please contact our Billing Specialists so they can investigate why this may be happening. You can email them directly at charge-*********************************** Please include:

- the order number if available

- the last 2 digits of the payment method

- the amount of the refund

- the date of the transaction

- any other information you find pertinen

We look forward to seeing you again soon.

Please feel free to contact us directly by replying to *********************************************** if we can be of further assistance.
Best regards,
Priyanka
Amazon.com

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