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.
21,514 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:09/21/2023
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.
Bought/Ordered a ************** Beoplay A9 speaker last August 19,2023 while it was on sale. Its over a month now that I still dont have or received the item. They kept sending me email (3rd time) saying about delay shipment and that I need to confirm or acknowledge it or else they will cancel the order.I can see that they are selling two exact speakers (sold by amazon) the other day and Im wondering why they will not send mine.I contacted customer service three times already and for no help. They said that they had fixed the issues but nothing has been done.
Business Response
Date: 10/23/2023
Hello ******,

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

We apologies for the inconvenience caused with your order delay.

Upon reviewing, I see that the Order has been shipped and delivered on: Tuesday, October 17, 2023.

As a goodwill, I've issued a $5 Credit to your Amazon account, which will automatically apply the next time you order an eligible item sold and shipped by Amazon.com. Your promotional balance doesn't appear in Your Account, but will always display at checkout when you place an order through the Shopping Cart for an eligible item shipped and sold by Amazon. Note that, promotional credits are one-time use credits and once applied to an order are nonrefundable.

We look forward to seeing you again soon.

Regards,
*****
*****************************
Initial Complaint
Date:09/20/2023
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have been an Amazon prime member for several years. Unfortunately I lost my son two years ago to a horrendous murder. Im not as quick as I used to be and I really have been overwhelmed with emails so I have not been checking my emails.I started receiving phone calls from synchrony bank. The issue were of the Amazon store card finally was able to speak to someone and at that time I was horrified to find out that my account was past due. I clearly remember for the month of August 2023 in the month of September *********************************************************** court regarding the murder trial of my son. When I spoke to the representative, she indicated that Amazon. Is currently charging customers a late fee and reporting their credit is negative if you pay your account before the due date.How idiomatic, ridiculous and stupid is that so the customer is penalized for paying their account not late but pay in the account early that resulted in two negative reports to my knowledge as of now on my credit history luckily, synchrony bank was kind enough to reverse the charges and stated that they would send a report to the credit bureau. Havent had a chance to check. When I spoke to the Amazon representative on September 8 at 1:11 PM, I asked the representative why was I charge late fees At that time I requested that the representative cancel my prime membership. I explain to her why plain and simple I pay as a customer I pay my account on time I pay more than whats required and intern and penalized charge late fees credit negative reporting Im not gonna pay for horrible service. On September 14 I received a email from Amazon customer service department. This is clearly in retaliation that stated they we had to review my account for order activity and found that I have claimed an excessive amount of refunds.As I have explain to Amazon, if I am not happy with any merchandise, I purchase, I will return it Wore these to church take a look
Business Response
Date: 10/05/2023
Hello ******,

I'm Saud 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 were charged for paying your credit earlier than the due date. I have reached out to our Store Card Team and they've requested for more details. Mainly :

1. Can you please help us with the associated Order ID related to the payment.
2. Can you please help us with the screenshot of the amount you were charged for early payment.

I request you to please reply to this email with the requested information.

Thanks for your patience.

Regards,

Saud
Amazon.com
*****************************
Initial Complaint
Date:09/20/2023
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have continued to receive poor customer service from **********************. 75% of the time I order for next day delivery they fail to deliver and my products are delivered 1 - 3 days later. This time around I ordered an Antenna for my truck as mine was stolen at a parking lot. I ordered with next day delivery for September 19th, Even have delivery date of September 19th on my email for the transaction. It did not ship and was delivered on the 20th. I needed said antenna by the 20th as I was driving a long distance na would like to listen to the radio. Since Amazon screwed up my delivery again I had to go to a parts store and by and antenna. Chatted with Amazon and they failed miserably with trying to help, with 3 different chats over an hour of my time they could not help me. Could not cancel the order, give me a refund, nothing!Today I saw the packaged was delivered, I was told I have to deliver it to a return center, nope not my problem. Amazon failed to deliver when I wanted and was told it would be delivered. They then said it would cost me **** to have it picked up, again this won't happen as its amazon's issue not mine. So I want a full refund and payment for my Time wasted to resolve Amazon'a problem and lack of customer support. I bill $150 per hour for professional services and want compensated for my time !
Business Response
Date: 09/26/2023
Hello ****,

I'm 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 the order placed on our website.

Upon reviewing I can see that the order is now delivered and returning the item for refund is the best option available here for the order.

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:

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

I have also forwarded a relative feedback on the same to our business team and they will be reviewing this further.

However, we won't be able to provide any further information apart from this.

Thank you for your understanding.

Regards,

Vishal
Amazon.com
*****************************
Customer Answer
Date: 09/29/2023

Complaint: 20634296

I am rejecting this response because:
Amazon fails to take responsibility on late deliveries which happen on a regular basis. I pay a yearly fee for Amazon Prime and Amazon does not deliver on dates that the packages are supposed to be delivered on So, WHY DO I PAY FOR YOUR SERVICE TO BE DELAYED 75% OF THE ***** I want a year of Prime free or reimburse me for my service fees. I will not take a package to a return center when you fail to deliver on the accepted date!
As of today, 9/29 I have a package that was supposed to be delivered and it has not been marked out for delivery. So I will have another darn late package on something I ordered and need today. This is unacceptable and needs escalated to your leadership !
Sincerely,

***************************
Initial Complaint
Date:09/20/2023
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 purchased a set of two gravity salt and pepper shakers on July 25th 2023 order number 113-5480386-6722624. I requested a return when they were delivered on July 27th 2023. I shipped them back on the same day July 27th 2023. Amazon refunded me for the item when the return was in transit. They are saying they did not receive the item. I was sent an email on 8/31/2023 telling me I will be charged if I dont return the item by 9/10/2023. I spoke with customer service and they advised me they would not charge me for this item since it was already returned and this conversation on 8/31/2023. Well starting on 9/10/2023 amazon has tried to charge our credit cards over 10 times for this $51.76 payment for an item we already returned. I was on the phone for over an hour tonight 9/20/2023 trying to get this issue resolved. they advised me they they wouldnt be able to assist me until the transaction went through. unfortunately, I will not be paying an additional $51.76 to amazon for something i already retunred. Amazon needs to stop trying to charge me for this order i returned over 2 months ago. I'd also like something for the inconvenience.
Business Response
Date: 10/03/2023
Hello Trey,

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 reviewed your email regarding the order placed on our website.

Upon reviewing I can see that the refund for the amount that was charged $51.76 has been processed now and it should reflect into your account within 3-5 business days from now.

As a one time exception I have also added a $10 gift card on your Amazon.com account and you can use it on your future orders.

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

Regards,

Vishal
Amazon.com
***********************************;
Initial Complaint
Date:09/20/2023
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.
My mother sent me a gift card from amazon.com to my email address. I made 2 purchases totaling 15% of the balance. I picked up both items at an amazon location. when I attempted to make a 3rd purchase the account was placed on hold for suspicious activity. I submitted proofs of payment and proof of my identity as well as ownership of the gift card. The remaining balance is $440.00 I filed a police report with the ************ against amazon for theft. Nothing has been resolved and amazon refuses to reply or respond. The gift card was sent to email account ******************** from *****************
Business Response
Date: 10/17/2023
Hello,

We have reviewed the customers buyer account and require more information to complete our review.

We have requested the necessary information from the customer via email. We sent this request to their registered email address on 2023-10-17.

Sincerely,
********
Amazon.com
==================
Customer Answer
Date: 10/17/2023

Complaint: 20633686

I am rejecting this response because: I would prefer to communicate via this channel as relying on email, phone, chat or IM has not worked out in my favor and in fact has resulted in a loss of USD equivalent funds of approx. $440.00. After receiving a gift card in the amount of $500 from ***************** having purchased it from amazon.com I created an amazon account linked to the email ******************** I made one purchase in the amount of $15.00 and a second purchase in the amount of $45.00 approx. I received both orders. I attempted to make a 3rd purchase at which point my account was suspended. Due to the suspension, I was unable to use the remaining balance on the gift card. The gift card balance is my legal tender and at no time did I relinquish it to amazon or any other entity.
For months I have tried to resolve this issue even filing a police report for theft with the ********* ** police department. Amazon has repeatedly delayed, deterred and defrauded me. To Amazon execs or consultants who design and deploy these strategies fail to play the tape all the way through to see the repercussions of their actions as they occur in the real world. Thankfully for the sake of society I have been the one to endure the results of this jaded and bankrupt strategy. But I am sure the are other cases where the people involved aren't able to contain and endure the consequences.
The fact of the matter is that Amazon as a quasi-government agency must provide consumers with the same due process rights and considerations that the US government does.
With that being said I hereby request an immediate repayment of the remaining balance on the gift card linked to ******************** times 2 due to the delay and time I have had to devote to this issue which has exceed 6 months.

Sincerely,

******************************* ********
Business Response
Date: 10/22/2023
Hello,

We have reinstated this customers buyer account. We sent an email to the customers registered email address on 2023-10-21 confirming account reinstatement.

Sincerely,
Amazon.com
Customer Answer
Date: 10/31/2023

Complaint: 20633686

I am rejecting this response because: I have received no email from Amazon about this matter. The last email I received will be copied and pasted below this reply. This correspondence is from email: *************** as I no longer use ******************** I have advisd numerous Amazon customer service reps about this fact but it never goes beyond that. Hence my reason for finding Amazon's reply insufficient. I no longer use the email in question that was linked to the account ********************** placed on hold. As a result, even if the account has been reinstated, I am unable to access it due to 2 step verification. From my position Amazon is still withholding the remaining balance on that gift card. If they truly intend to remove the hold and release the funds, they will have to issue a new gift card to my current email at ***************. I would prefer that the remaining balance of $440.00 be issued on a general **** or Mastercard gift card that is not tied to Amazon. But if it must be I will accept.

Sincerely,

******************************* ********
Business Response
Date: 11/01/2023
Hello ****,

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

I've reviewed your email regarding your Amazon account.

Upon reviewing I can see that the account has been reinstated now.

I can also see that the gift card balance is available on the account.

You can view your balance and activity here:

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

I hope this helps! Have a great week ahead!

Regards,

Vishal
Amazon.com
*****************************
Customer Answer
Date: 11/01/2023
On 11/01/2023 I received the following email purportedly from amazon. I will attach the pdf of that email. But here is it copied and pasted inline. It states that my account has been reinstated. They fail to acknowledge what account. This is important as I have mentioned I no longer use the previous email address, so I had to try both email addresses. Neither of them works. Also, the link which the Amazon employee states has the balance and card history does neither. It merely takes me to an account log in page. Yet one more delay and deceive interaction with Amazon. I wonder if the *** fined you for this activity was the fine a toll so you could continue the same behavior?>
Business Response
Date: 11/02/2023
Hello ****,

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

I've reviewed your email regarding your Amazon account.

Upon reviewing I can see that the account with the email address mentioned in the complaint has been reinstated and you can review the confirmation email sent regarding the same which was sent on Saturday, October 21, 2023 at 9:05 PM with subject 'Your Amazon.com account has been reinstated'.

Regarding the gift card balance on the account you can review and check the balance by signing into the account using the below link :

You can view your gift card balance and activity here:

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

If you are unable to login to the account I request you to call our customer service team so that we can take the necessary actions to fix this issue.

Please be informed that all the account related issues are resolved while you're online with us

Here you can directly request a call back by following on this link

?********************************************

I hope this helps! Have a great week ahead!

Regards,

Vishal
Amazon.com
**********************************;
Customer Answer
Date: 11/02/2023

Complaint: 20633686

I am rejecting this response because for the umpteenth time I attempted to log in after being told in an email from someone who claims to work for amazon that my issue has been resolved. for the umpteenth time I get an error message. (send the money or spend the money)
ATTN: BBB PLEASE DO NOT FORWARD ANYMORE COMMUNICATIONS FROM THESE RESPONDENT TO ME UNTIL YOU HAVE VERIFIED THAT THEY HAVE RESOLVED THE ACCOUNT ISSUE USING THE ***** THAT I HAVE REPEATEDLY TOLD THEM TO USE WHICH IS ***************. I DO NOT HAVE ACCES TO NOR WOULD I WANT TO RE USE AN ***** THAT THEY HAVE FLAGGED FOR FEAR THAT THEIR SYSTEM WOULD DO IT ONCE AGAIN.
PLEASE VERIFY THAT THE ACCOUNT IS VALID WITH A BALANCE IN EXCESS OF $440.00 OR THAT THEY HAVE SENT ME A NON AMAZON LINKED GIFT CARD TO ******************************* ******** @ DX44X.PROTON.ME i WILL ALSO BE UNABLE TO ACCESS MY ***** AFTER 5PM PST ON 11/02/2023 FOR A PERIOD OF 21 DAYS.

Sincerely,

******************************* ********
Customer Answer
Date: 11/02/2023
More Information...I do not have the ability to call you via that link. All electronic devices have either been stolen from me or sold. I am homeless and have been unable to obtain employment or financial aid. I have lost all contact with anyone and live in a place that was foreign to me when I first got here. The people in this city absolutely will not assist anyone in financial need so there is no point in asking because it will not happen. That makes what you and your entity all the more interesting because while you claim to be a creation of a capitalistic society your actions are anything but. But I digress, I do not have the ability to call you. Nor should I have to. You know that the funds in that are account are mine. I have filed a police report with the ************ claiming as much. Furthermore no one else is attempting to regain these funds after all these months that you have withheld them.

I can appear in person which is what I prefer. As you know AI can fake my audio and video responses so there's no point in using them as a security measure. please reply before the end of business today on 11/02/2023 as I will be unable to access any reply's.

Sent with Proton Mail secure email.

Customer Answer
Date: 11/06/2023
I have attached two pdfs from amazon emails in which they state the account has been reinstated and the balance on the gift card is available and provide a link to access it. That was on 11.1.2023. On 11.5.2023 their reply is that I must contact them and jump through numerous hoops to access the account and gift card balance. The 11.5.2023 statement contradicts the statement of 11.1.2023. It is clear as day. Can the BBB help to resolve this contradiction? The pdfs are attached, and will paste their statements below:

On Wednesday, November 1st, 2023 at 10:11 AM, Amazon.com <***********************************************> wrote: > > > > > > > > > > Hello ****, > > > > > > > > This is Vishal from Amazon.com.I am writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I have provided the BBB with a copy of this message. > > > > > > > > I've reviewed your email regarding your Amazon account. > > > > > > > > Upon reviewing I can see that the account has been reinstated now. > > > > > > > > I can also see that the gift card balance is available on the account. > > > > > > > > You can view your balance and activity here: > > > > > > > > ****************************************** > > > > > > > > I hope this helps! Have a great week ahead!
?? contradicting statement follows

.On Sunday, November 5th, 2023 at 8:55 AM, Amazon.com <***********************************************> wrote:

> Hello ****,
>
> This is Vishal from Amazon.com.
>
> Firstly I would like to thank you for getting back to us.
>
> Here since It is an account related concern we would need you to be available online with us to ensure the security is verified to perform any further actions on the account.
>
> If you are unable to contact us through phone
>
> You can disable Amazon's Two-Step Verification by following the steps from this Help page:
>
> ******************************************************************************************
>
> If Two-Step Verification fails and you can't access your account, you can try to recover your account.
>
> If you still can't sign in, to recover your account:
>
> Go to Two-Step Verification Account Recovery.
>
> Follow the on-screen instructions to upload your identity document.
>
> Make sure that your name and address, and the issuing authority (for example, state or country) are visible.
> Cover, conceal, or remove sensitive information such as account numbers or identification numbers.
>
> The verification process can take 1-2 days to complete. We'll email you to confirm once Two-Step Verification has been disabled. You'll then be able to access your account with only your password.
>
> I hope this helps! Have a great week ahead!
>
> Regards,
>
> Vish
> Amazon.com
> ***********************************
>
Business Response
Date: 11/07/2023
Hello ****,

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

I've reviewed your email regarding your Amazon account.

Upon reviewing I can see that the account with the email address mentioned in the complaint has been reinstated and you can review the confirmation email sent regarding the same which was sent on Saturday, October 21, 2023 at 9:05 PM with subject 'Your Amazon.com account has been reinstated'.

Regarding the gift card balance on the account you can review and check the balance by signing into the account using the below link :

You can view your gift card balance and activity here:

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

Here as informed already If you are unable to login to the account I request you to call our customer service team so that we can take the necessary actions to fix this issue.

Please be informed that all the account related issues are resolved while you're online with us

Here you can directly request a call back by following on this link

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

I hope this helps! Have a great week ahead!

Regards,

Vishal
Amazon.com
**********************************;

Customer Answer
Date: 11/08/2023

Complaint: 20633686

I am rejecting this response because this is a repeat of the previous answer and does not address the issues at all amazon is continuing to delay the process and repats their answer over and over again.

Sincerely,

******************************* ********
Customer Answer
Date: 11/16/2023
aT NO POINT WAS ANYTHING THAT AMAZON SAID IN THEIR REPLIES TRUE. I NEVER REGAINED ACCESS TO MY ACCOUNT OR FUNDS. THE LINKS THEY SENT WERE BROKEN AND THEY KNEW THAT WHEN THEY SENT THEM THE ** IS ALLOWING A BUSINESS TO LIE AND THEN THEY TAKE THE LIE AS FACT IN THE **** OF CONTRARY EVIDENCE. BBB IS AS CROOKED AS THE BUSINESSES! I'M NOT SUPRISED!
Customer Answer
Date: 11/18/2023
********* qualify as a member of a protected class in the American with Disabilities Act. As a result, I REQUIRE CERTAIN ACCOMIDATIONS. In this instance using a traditional telephone place an undue burden on me and due to my disability makes it unlikely that I will be able to complete the required task without an accommodation.
I would like to formally request that Text relay service (TRS) replace a traditional telephone call that you state are required to access my account.

My request is justified in The Americans with Disabilities Act ***** of ****. Where it was mandated a nationwide system of telecommunications relay services to make the telephone network accessible to people who are deaf or hard of hearing or who have speech impairments 1. These services enable deaf and hard of hearing individuals to communicate in a manner that is as close to functionally equivalent as possible to the communications enjoyed by telephone users.

Can you provide these accommodations? If so, can we move forward as soon as possible? If so what ************* works for you?

Customer Answer
Date: 12/05/2023
I haven't heard anything on this updated claim. Is there a potential timeline on when I can expect a response?

Customer Answer
Date: 12/07/2023
I contacted Amazon they called the ***** number to regain access to my account they told me they would recontact me in 24 hours 24 to 48 hours but they did not take down my email or phone number so there's no way they can contact me it was just another way to delay me accessing my account and my phone can you please help me to receive a honest reply or if that is not possible which I don't believe it is get a finalized response that I could take that to the court thank you
Business Response
Date: 12/15/2023
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.

Regarding the gift card balance on the account you can review and check the balance by signing into the account using the below link :

You can view your gift card balance and activity here:

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

Here as informed already If you are unable to login to the account I request you to call our customer service team so that we can take the necessary actions to fix this issue.

Please be informed that all the account related issues are resolved while you're online with us

Here you can directly request a call back by following on this link

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

I hope this helps! Have a great week ahead!

Regards,

Vishal
Amazon.com
*****************************
Customer Answer
Date: 12/18/2023

Complaint: 20633686

I am rejecting this response because: I contacted Amazon after being unable to log into to the account linked to ******************** They informed me that since it had been such a long time since I had logged into the accountthat they would have to escalate the matter to an account specialist who would contact me within 24 to 48 hours. The amazon employee hung up before they took my contact information.

Sincerely,

******************************* ********
Business Response
Date: 12/26/2023
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.

Regarding the gift card balance on the account you can review and check the balance by signing into the account using the below link :

You can view your gift card balance and activity here:

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

Here as informed already If you are unable to login to the account I request you to call our customer service team so that we can take the necessary actions to fix this issue.

Please be informed that all the account related issues are resolved while you're online with us

Here you can directly request a call back by following on this link

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

I realize you're upset, and I regret we've been unable to address your concerns to your satisfaction.

Unfortunately I am unable to provide any further information in this case.

Requesting you to understand our limitations.

I hope this helps! Have a great week ahead!

Regards,

Vishal
Amazon.com
*****************************

Customer Answer
Date: 12/30/2023

Complaint: 20633686

I am rejecting this response because: When I called as instructed by the Amazon employee, they were unable to help me to access my account, again. I was told that it had been a long time since I logged into my account (due to their restrictions) that they were unable to help me.
ATTN: Better Business Bureau mediator, please! So as to prevent Amazon and their employee from making a mockery of this process please hold them to account and require that they not repeat their replies that result in error messages, broken links, and employees who can't complete a simple task.
I request that before you forward their reply that you verify what it is they are claiming to offer, such as a link to verify the balance of a gift card or a link that promises to open my account. If you cannot or will not do that, I cannot go on with this proceeding and will have completed the attempt to resolve my problem administratively before requesting a court of law to step in on my behalf.

Sincerely,

******************************* ********
Business Response
Date: 01/30/2024
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.

Regarding the gift card balance on the account you can review and check the balance by signing into the account using the below link :

You can view your gift card balance and activity here:

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

Here as informed already If you are unable to login to the account I request you to call our customer service team so that we can take the necessary actions to fix this issue.

Please be informed that all the account related issues are resolved while you're online with us

Here you can directly request a call back by following on this link

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

I realize you're upset, and I regret we've been unable to address your concerns to your satisfaction.

Unfortunately I am unable to provide any further information in this case.

Requesting you to understand our limitations.

I hope this helps! Have a great week ahead!

Regards,

Vishal
Amazon.com
*****************************

Customer Answer
Date: 02/05/2024

Complaint: 20633686

I am rejecting this response because: It doesn't resolve the issue.

Sincerely,

******************************* ********
Initial Complaint
Date:09/20/2023
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.
Summary: I ordered a shower door from Amazon 8/27, (order number 114-1773603-5878620, purchase price: $435.44) but it never arrived. Resolution proposed by Amazon: Full refund + Shower door + $80 promotional credit. The new door was to arrive 9/14 (order number: 113-3416930-6986602). The new shower door never arrived. On both occasions, I was not informed by Amazon that the door would be late or that it wouldn't be coming. I only discovered this by looking at my app after the door didn't arrive. Amazon then offered a $200 credit which I stated I did not feel was adequate compensation. The $200 credit was lost and now I must order a new door at full price, without promised compensation. I anticipate the response to this complaint will be that I received a refund, and a replacement. Amazons interface/programs wont allow associates to order another replacement (despite the fact that I never received the replacement), nor give me anymore compensation (compensation I did not actually receive). I will now, once again, after 24 very long days, must order another door and pay full price. I purchased the door on 9/20 (Order# ***-5243403-2799426, purchase price: $584.23). This is the door that I asked to be sent to me as a final attempt at resolution. The door will not arrive until October 4th, 38 days after I originally ordered the first item. I spent approximately 325 minutes (~5.5 hours) total on the phone with Amazons customer service. On one occasion I spoke with a male associate (this occurred at the end of my call placed on 9/18) who was a supervisor. He was ****, short with me, and when I explained to him that I requested the $200 not be placed on my account, he responded with something to the effect of They wouldnt just do that. Unfortunately, I cannot remember his name, but if phone calls are recorded for quality assurance, Amazon could very easily figure that out. I have typed an entire report that contains to many characters to put in this complaint.
Business Response
Date: 09/24/2023
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 the order ID : *******************.

Upon reviewing I can see that our internal team has already reviewed this and sent an email to you with relative information on September 18, 2023 7:53 PM with subject 'Your Amazon.com Inquiry'.

I request you to please review the email sent by them.

Here the information provided by our internal team is final and we are unable to take further actions.

Requesting you to understand our limitations.

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

Regards,

Vishal
Amazon.com
*****************************
Customer Answer
Date: 09/26/2023

Complaint: 20633671

I am rejecting this response because:
The response sent for this complaint does not address the issue. The BBB is designed for the general public and consumers to see how your company is handling customer concerns. If your intention was to reference an email that was sent days prior, your response should have been descriptive enough to explain how your company responded.
The Amazon email referenced stated the following: Thank you for contacting us, it was a pleasure helping you today.

Reviewing the orders ending in 8620 and 6602, I am able to see that a replacement was created as promised but an external factor made this item undeliverable and because of that they proceeded to return item back to the warehouse for safety.

Once we reach to the limit of replacements that we can create for an order the only available options will be a refund. A refund was issued for this order back to the original payment method on September 5 for the full amount of the order $435.44.

Also for the inconvenience with this orders , I see that a total of 280$ in promotional credit got added to your account.
Part of my complaint was that I did not receive the entire credit that your company claimed I did. In fact, yesterday I called and spent another 77 minutes total on the phone with an associate to get this matter resolved. The associate IMMEDIATELY identified that I did not receive the $200 credit, something that could have been done prior to responding to this complaint. After being on hold for most of this call, I did receive the $200 gift card that I was promised. However, the lack of effort to respond to this complaint or look into is unprofessional and disrespectful.
Additionally, I wanted to state that I did in fact email the *** of Amazon (as this was the email given to me by an associate at the beginning of this experience. I never received a response from this email. I did purchase another door (which wont arrive until October 2nd) and I look forward to it arriving. My concern with this issue is that Amazons policy to provide replacement shipments from 3rd party sellers is great, but a limitation to not order another if the same issue occurs is absurd and unfair. A replacement at no cost to the customer was promised and never delivered. Separately, my concern regarding the **** supervisor I spoke with was not addressed.

Sincerely,

***************************
Initial Complaint
Date:09/20/2023
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.
Order# ***-9974647-3403419 The Segway scooter had defective/damaged tires when I received it. I could not inflate the tires properly because they kept losing air. I documented the issue in the Return Request under the comments section and also explained the problem to the customer service representative on several occasions. On the sales page, the item was listed as Brand New condition but I believe it was an open-box/returned item.The Kugoo scooter was never opened by me and was shipped back unopened and the package was returned in the exact same condition which I received it.Because I received the Segway scooter with defects/damage, I was approved for free return shipping (Amazon ************* Leadership Team and CEVA Logistics). I was told that normally, the customer would have to pay to return an item like this but when I explained to the customer service representative that the item arrived defective/damaged, I was referred and connected to CEVA Logistics to schedule a free pick up of both items from my house by CEVA. Waybill: *************************** I was charged a $480.02 restocking fee because someone said the items were returned in unsellable condition. I dont know if they were damaged during the return shipping or not but I returned both items in the same condition which I received them.Please note that the official "Credit Note" for both items show a full refund for both items being refunded to my credit card without any subtracted restocking fees but the amount refunded to my credit card is actually $480.02 less than the combined amounts displayed in the official Credit Notes.Credit Note # CA33P9CRACIC Stated Refund: $1,401.18 Actual Refund: $$1,157.17 Credit Note # CA33P96EACIC Stated Refund: $1,355.99 Actual Refund: $1,119.98 I dont believe I should be held liable for the restocking fee sum of $480.02 when it was well documented on many occasions that the defect/damage was already present when I received the item.
Customer Answer
Date: 09/21/2023
The issue has now been resolved. I am satisfied with the resolution. Please go ahead and close this complaint.
Initial Complaint
Date:09/20/2023
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.
Hello dear team! Thank you for providing this platform to help us get our case resolved quickly. My selling account on ****************** has been suspended under section 3 of Amazon's Business Solution Agreement due to a violation of the multiple account policy. Yes, I agree with Amazon's decision. I was utilizing the services of a service provider, and the account linked to me belongs to his client. I have nothing to do with this linked account. It is unknown to me, and I had never heard of this account before this issue arose. We were matched due to a virtual assistant because he used the same resources for managing both accounts. Recently, I submitted my appeal to Amazon through the appeal button on Seller Central. I explained everything in the appeal and also submitted the documents recommended by the account health specialists. Unfortunately, it was rejected without a proper and satisfactory reason, because I have gone through the process of investigation for almost a year, and there is nothing in common in both the accounts, even I have submitted the documents from the linked account as well just to prove the fact that we are not related to each other. What they are demanding in the notification has already been addressed in the appeal, and the required documents have also been submitted along with the appeal. If needed, I can also submit these documents here as well. I have already lost a significant amount of my investments and time, and due to the status of the account, I am also losing customer trust. Please reactivate my account and help me avoid further losses to my business. Thanks and Regards, Xzavier World
Business Response
Date: 09/24/2023
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 September 24, 2023.

Thanks,
Amazon.com Seller Performance
Customer Answer
Date: 10/03/2023
I have received notification from the business on 24th of Sep stating that they need more information, following there instructions, I have provided each and every information and proof of the fact that the linked account is not mine nor I ever owned this. Yes we were linked but now I have legally terminated the virtual assistant and there is nothing left behind which can connect us again, I am living in the US and the virtual assistant is living in ******** so there is nothing possible which could connect us again
Customer Answer
Date: 10/03/2023
As I have provided all the documents that were asked by the business, all the provided documents and the information are true and genuine, but again my submission has been rejected today on 10/03/2023, stating that they need more info, this is there same automated response since many months

Business Response
Date: 10/04/2023
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 October 4, 2023.

Thanks,
Amazon.com Seller Performance
Customer Answer
Date: 10/12/2023
I have already provided the required documents along with my thorough explanation, but unfortunately I am receiving the same automated and generic response from team, they are asking the following (Pasting as received):
We received your submission but do not have enough information to reactivate your account at this time.

To reactivate your account, please provide evidence that you once owned the account or had account rights but no longer own it or no longer have account rights by providing supporting documentation. This includes but is not limited to sales deed, purchase agreement, business transfer agreement, or contract termination.

(I can attach a screenshot of their response here, if required).
Now, I am submitting the required documents which they are asking from me, I would request you to please have these documents reviewed.
My Explanation:
I completely agree with Amazon's multiple account policy. Please note that I never intended to create a second account, nor have I ever owned or had any rights or shares in the linked account or any other account. The linkage was created as a result of a past mistake (hiring an inexperienced and irresponsible VA). I want to emphasize and assure you that I have nothing to do with the linked account (********+LLC). I have never had any rights to the linked account. Furthermore, the owner of the linked account has no connection to my account (Xzavier Store) or my business, and they have no concerns with my account.
Please note that none of my credentials were used in the linked account. The VA used the credentials of the linked account in my accounts, which have been successfully removed now. It was my mistake to hand over my main account with a full access and trust blindly on him. Now, I am facing the worst consequences and have learned a lesson.
I am providing the evidences for the fact that I never had any rights/shares of the linked account and providing the evidences that I the issue was raised by the virtual assistant and so that now that I am not connected with the virtual assistant in any way.
These Evidences include the following:
1. Evidences or documents showing our engagements with VA regarding the account)
--Agreement of the Virtual Assistant
--Proof of payment made to the virtual assistant
--WhatsApp chats with the virtual assistant.
2. Documents showing that the issues were created by the virtual assistant:
--Recent copy of the Acknowledgment of the issue and the acknowledgment of the termination received from Virtual Assistant (legally notarized document)
3. Documents showing that the virtual assistant has been terminated ad there is no link or connection with him, nor there is any way or chance of linkage again with the linked account, because VA is not working with me:
--Recent (Repeat) termination letter of the Virtual Assistant, it was sent to him again recently on 12th of May 2023, it is legally notarized document that has been sent again after finding the exact root cause of the suspension.
--Recent copy of the Acknowledgment of the issue and the acknowledgment of the termination received from Virtual Assistant (legally notarized document)
4. Evidences of the fact everything that was matched by the virtual assistant is now being removed and there is nothing in linkage now
--Screenshot the seller central showing the charge method that was used on my seller central by the Virtual Assistant and belong to the owner (***********************) of the ******** LLC
--Screenshot of my seller central showing new registered charge method; all are on my company name, showing that previously used charge method has been removed
--Screenshot of the deposit method showing that it has been changed
--Screenshot of the customer/buyer account associated with my seller central showing that the card owned by *********************** (Owner of ******** llc) has been now removed.

Business Response
Date: 10/16/2023
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 October 16, 2023.
Thanks,
Amazon.com Seller Performance
Customer Answer
Date: 10/21/2023

Complaint: 20632833

I am rejecting this response because:

Sincerely,

Xzavier World
Business Response
Date: 10/24/2023
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 October 24, 2023.
Thanks, Amazon.com Seller
Performance
Customer Answer
Date: 10/24/2023

Complaint: 20632833

I am rejecting this response because:
I want to emphasize and assure you that I have already provided the required documents along with my thorough explanation, but unfortunately I am receiving the same automated and generic response. Anyways, I am submitting the required documents which they are asking from me, I would request you to please have these documents reviewed. I have already submitted my appeal in the seller central and I can also provide the appeal here as well if needed and if I am required to submit the requirements along with the appeal in the seller central, I will be more than happy to do that as well. Please let me know if I am required to do that.
My Explanation:
I completely agree with Amazon's multiple account policy. Please note that I never intended to create a second account, nor have I ever owned or had any rights or shares in the linked account or any other account. The linkage was created as a result of a past mistake (hiring an inexperienced and irresponsible VA). I want to emphasize and assure you that I have nothing to do with the linked account (********+LLC). I have never had any rights to the linked account. Furthermore, the owner of the linked account has no connection to my account (Xzavier Store) or my business, and they have no concerns with my account, in fact I dont know the owner of the linked account.
Please note that none of my credentials were used in the linked account. The VA used the credentials of the linked account in my accounts, which have been successfully removed now. It was my mistake to hand over my main account with a full access and trust blindly on him. Now, I am facing the worst consequences and have learned a lesson.
I am providing the evidences for the fact that I never had any rights/shares of the linked account and providing the evidences that I the issue was raised by the virtual assistant and so that now that I am not connected with the virtual assistant in any way. If my written plan of action is needed, then please let me know or review the one that I have submitted on October 10, 2023.
These Evidences include the following:
1. Evidences or documents showing we never owned or shared the linked account
Agreement of the Virtual Assistant
Proof of payment made to the virtual assistant
Termination letter of the Virtual Assistant, it was sent to him again on 12th of May 2023, and it is legally notarized document that has been sent again after finding the exact root cause of the suspension.
Recent copy of the Acknowledgment of the issue and the acknowledgment of the termination received from Virtual Assistant (legally notarized document)
. WhatsApp chat with VA when that account was active, showing our past engagements with them
More over I want to provide other relevant documents regarding the fact that I never owned the linked account; even I dont know the linked account. But unfortunately I cant linked more documents due to the limit provide here.
I request you to please re-consider my case and escalate the issue again, I have been trying for my business for more than a year and I am receiving the same automated response. Please raise the issue with them and kindly help me in the best way possible, I am facing the worst financial situation which is affecting many lives including lives of my family.
I looking forward to hear from you

Sincerely,
Xzavier World
Business Response
Date: 11/01/2023
Hello,
We have reviewed your submission and are unable to reinstate your account at this time. Please see prior email communication for your appeal options.
Thanks
Amazon Seller Performance Team
Initial Complaint
Date:09/20/2023
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.
Dear Amazon Customer Service,I hope this letter finds you well. I am writing to express my deep dissatisfaction and frustration with the delivery service provided by Amazon to my address. I have encountered a recurring issue where Amazon claims to have successfully delivered packages to my home, but in reality, they have been consistently delivered to a different address down the street or not delivered at all.To provide you with a detailed account of the ongoing problem, I have listed several recent orders below:1. Order # ***-4164122-3092204, placed on August 10th, was delivered to a neighbor's house down the street.2. Order # ***-2980221-2855441, placed on August 22nd, was also delivered to the same neighbor's house down the street.3. Order # ***-6985555-8261067 from August was never delivered to my home and remains unaccounted for.4. Order # ***-0324549-5475414 on September 5th was never delivered to my home and was never found.5. Order # ***-8041525-7032202, placed on September 6th, was eventually located by our postal worker in a neighbor's mailbox, which he informed me was illegal.6. Order # ***-8660832-9347414, also placed on September 6th, was correctly delivered to our home and placed inside our designated mailbox.7. Order # ***-9970422-3069831 from September 15th was never delivered and remains unaccounted for.8. This morning, Order # ***-6893611-4117039 was marked as delivered, but I received an email at 4:44 AM from the driver stating they could not find my home. Fifteen minutes later, I received another message confirming delivery, but there was no package to be found.I must emphasize that *********** is brand new, and my family and I moved in only in July. Since our move, we have faced numerous delivery issues with Amazon. While the company has provided refunds for the missing items, I have called multiple times to report these recurring problems, and there has been no resolution in the past two months.
Business Response
Date: 09/24/2023
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 sincerely apologize for the inconvenience that you've experienced in this case.

Upon reviewing this issue with our internal team I received below response from them :

Hello,

Youre able to add delivery instructions for your current order or permanent use for future orders.

For current order:

For your current order, you're able to self-serve and update your delivery instructions before the progress tracker shows "Out for Delivery" by going to the Order Details Page and selecting Edit Delivery Instructions.

You're also able to follow your Progress Tracker for future status updates and contact the driver using the "Contact driver" feature within the Progress Tracker on the app.

For permanent use:

Log in to your account and go into your address book.

Click edit on your default address for grocery orders on Amazon.

Select "Add preferences, notes, access codes and more" under delivery instructions.

Include your safe places, access codes, or additional delivery instructions.

Click "Save changes."

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

Regards,

Vishal
Amazon.com
*****************************
Customer Answer
Date: 09/25/2023

Complaint: 20632425

Dear BBB,

I appreciate your prompt attention to this matter concerning Amazon. However, I must respectfully decline the response provided, as it appears that Amazon's efforts to address the issue have been lacking, and their response does not offer a satisfactory solution.This further underscores the concerns I have expressed.
Had Vishal taken the time to thoroughly review my account, they would have noticed clear and concise instructions that correctly specify my home address and kindly request delivery drivers to place items in our **** Box and securely close the lid. It is disheartening that their response seems to imply fault on my part for Amazon's apparent incompetence in ensuring the accurate delivery of my orders, which have ended up at other individuals' homes or crammed into random mailboxes, rather than reaching my doorstep.
Moreover, just yesterday, I encountered another instance with order #***-3721983-2123455, which was marked as delivered to my residence. However, upon reviewing the accompanying photos, it became evident that the depicted location was not my home, and I did not receive the delivery.
This ongoing issue persists, and while Amazon continues to express apologies, they have yet to take meaningful action or engage in direct communication to resolve the matter. In the last couple months i've made a dozen phonecalls and have not found a single person who could help me resolve this issue. I am fed and Vishals lack of care in handling this issue is the last straw, which means I will be cancelling my Amazon membership effective immediately.

Thank you for your assistance in addressing this ongoing concern.

Sincerely,

*******************************
Business Response
Date: 10/06/2023
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'm sorry for the inconvenience caused to you.

For further review I request you to please send the images where the house is located by circling the house, so we will make sure the packages will be delivered to the right address.

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

Regards,

Vishal
Amazon.com
***********************************;
Customer Answer
Date: 10/13/2023
Hi BBB,
Amazon reached out to me and asked for my geographic coordinates and it seems that once I gave those to Amazon that I started getting packages delivered to my house. This is a big improvement from the hassle I was experiencing. Im not sure that the issue is 100% rectified but thanks to your assistance we are partially there :-)
Unfortunately after 13 years of Membership, I did cancel my Amazon Prime Subscription a couple weeks ago just due to the fact that in at least a half dozen calls this couldn't be resolved without me reaching out to you and i'm not happy with them. I've had great luck with ******** and will continue to use them for my shopping needs moving forward.
Thank you for your help and for helping me with this situation. Appreciate you greatly.

-*********************
Initial Complaint
Date:09/20/2023
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I ordered a ***************** belt August 26. The belt was advertised as one day shipping (see photograph). On or around September 5, I called Amazon. I stated that, I did not receive the belt, it wasnt shipped yet. I really wanted this belt and I reminded the belt was advertised as one-day shipping. The Amazon representative did not offer a concrete answer. Amazon shipped the belt on September 9, two weeks late and did not provide any type of delay notice. Amazon also did not ship via priority service as expected for the 'one day shipping'. I was given a 'delivery date' but that day came and went with no belt. This continued for four days. On September 16 , the message on Amazon changed once again to NOW EXPECTED September *****. At that point, I wrote a review about this on the Amazon detail page. I did not get an email or any type of notice, but Amazon refunded the belt 12 hours after I wrote that review. I got into my car, went down to the store and bought a belt as I desperately needed one. As of this writing, the review has not been posted to the Amazon page. (I feel this review should be posted).Now, I see the belt is available with PRIME 2-day shipping. I would really have preferred that Amazon re-send the belt rather than cancel the sale.This very long delay rarely happens with my Amazon buying experiences, although delays are an ongoing problem with Amazon. 35%-50% of my Amazon Prime purchases do not arrive as scheduled. Many times, I order a product from Amazon for either next day delivery or two day delivery only to find the merchandise does not arrive, and the delivery date miraculously changes to one or two days later than the original promised date of delivery. Amazon Prime service has a hefty annual price tag, and these type of delays negate the convenience of purchasing on Amazon.I am very unhappy that the belt was not delivered. I would like to hear from an Amazon representative regarding these delivery delay experiences.
Business Response
Date: 09/23/2023
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 both your experience with the order for the belt, and the repeat delivery issues you've been facing.

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

Please accept our apology for your recent late deliveries, and rest assured that this is not the kind of service we want to provide our Prime customers.

Fast, easy shipping and dependable delivery is something that we pride ourselves on at Amazon.

Could you please write back to us with 3-5 orders that were delivered later than the guaranteed delivery date from either last or this month, so that I can pass this along to the relevant department, and follow up with them, to ensure that the repeat delivery issues are resolved?

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

Customer Answer
Date: 09/25/2023
I received an email response from Priyanka at Amazon which does not focus on the main reason for my complaint to BBB.
Most of my Amazon Prime orders are 1 or 2 day shipping. Many arrive without issue but there are times (several each month) when the order does not arrive as scheduled. The Amazon expected delivery date changes. Fortunately, these packages usually arrive the next day after expected. However, too often order page says package delayed.If not received by [date 4-7 days in advance] you can come back here next day for refund. Amazon Prime has a hefty price tag and these delays should happen seldomly.
More important,******** did not address my disappointment regarding the ***************** belt ordered August 26 with one-day shipping and shipped September 9. I wear ***************** almost exclusively and I was looking forward to wearing that belt! Some thoughts:
(1) Amazon did not communicate for two week period while the belt was not shipped. The Amazon order page stated, now expected [3-5 days in the future] This is not the definition of Amazon Prime. If Amazon was unable to ship the belt, an immediate notification via email was appropriate -- the item is out of stock or we cannot ship right now along with an option to (a) cancel and refund the sale or (b) just wait.
(2) Belt was finally shipped September 9. Two weeks late, Amazon, as a courtesy, should have shipped the belt via expedited shipping, but did not do so. Package never arrived.
(3) I wrote a review on September 16. 12 hours later my order was mysteriously cancelled and refunded. However, the belt was still available on September 16 and instead of cancelling the order, Amazon should have shipped the belt again with one- or two-day shipping. A few days ago, the belt was unavailable but as of this writing, the belt is available again, and the price of the belt is $59.50 (see attached). This is deceptive.

I have been a Prime member many years. I am most dissatisfied with how this played out.
Customer Answer
Date: 09/26/2023
I am forwarding the email response (sent directly to me from Amazon) received two days ago. Although Amazon says in the email that they sent they "provided the BBB with a copy of this message", i do not see it on the BBB complaint ID page. I would also like to point out that the belt I ordered (which was shipped two weeks late, and never arrived) is available now on the Amazon site for $59.50-- almost double the price I paid back on August 26. Thank you.
*****************************
Customer Answer
Date: 09/29/2023
Hello Priyanka:
I would like to make a suggestion regarding this matter with my purchase of the ***************** belt and I believe this is a fair resolution.
As I mentioned in previous message, I wear ***************** almost exclusively and I was very disappointed not to receive the belt from Amazon.
Apparently, when the belt was finally shipped, two weeks after I placed the order, it was lost by USPS.
However, it is not available once again on Amazon at a price which is much higher than my cost for the order placed on August 26.
The price I paid on August 26 was $35, and it is now listed on Amazon for $59.50.
I would very much like it if Amazon would offer the belt to me for the original AUgust 26 sales price of $35. This was the price I originally paid on Amazon. I have been an Amazon Prime member for more than ten years, and I believe it is good customer service on **********************'s part to sell the belt to me for the price I paid on August 26.
I look forward to hearing from you.
*****************************
Customer Answer
Date: 09/29/2023
Here are three examples, all during the month of August. Photographs are attached.
example 1: 113-1813072-4269800, two KIKKOMAN products. These were ordered on September 7 with a one-day delivery promise. They were not delivered on September 8. This is an example of an order which does not arrive on the date promised, but does arrive the next day. Again, not horrible but it happens.
example 2: ORDER # ***-6230393-0283448, a green expert 1HP sump pump. This was ordered on August 20 for a 1 day delivery and it arrived on AUgust 24. The order detail page was updated stated it was delayed and if I don't receive it by within a few days I can return to the page for a refund. It was 3 days late, and this was something I needed to have!
example 3: ORDER # ***-6230393-0283448, eunicell 20 batteries. This was not an Amazon Prime order but the price was good and I needed it within the time frame promised on the listing (1 week after ordering). Again, it was ordered AUgust 19, and it arrived 10 days later on Ausut 29.
Here are the order examples you requested; they were not delivered on the dates expected. SEe the photographs of the orders.
I would like to know more details about the ***************** belt I ordered on August 26; why the delay, and why when it was finally in stock at Amazon, it was not shipped via expedited mail. And, what can we do now to resolve the issue with this belt. Amazon has it in stock but not at the price offered to me on August 26 ($35). it is now listed on amazon at $59.50.
Thank you.

Business Response
Date: 10/05/2023
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 with the requested information. I've reviewed the orders that were provided:

1. Order ID: *******************
Order Placed: Thursday, September 7, 2023 at 7:19 PM (PDT)
Shipping Speed Selected: next-1dc
Shipped On: Friday, September 8, 2023
Delivered on: Saturday, September 9, 2023

2. Order ID: *******************
Order Placed: Saturday, August 19, 2023 at 3:56 PM (PDT)
Shipping Speed Selected: Std US D2D Dom
Shipped on: Saturday, August 19, 2023
Delivered On: Tuesday, August 29, 11:15 AM

The same order appears to have been provided for example 2 and 3.

The shipping method time starts when the item ships. For example, it takes up to two business days after an item ships to reach you with Two-Day Shipping, which is why example Order 1 shipped on the 8th and was delivered on the 9th with next-1dc (one day) shipping.

You can **** more about how our Shipping and Delivery Dates are Calculated here:
***********************************************************

I truly understand any frustration this may have caused. Despite our best efforts to provide 100% on time order fulfillment, there are rare situations outside of our control that can impact our ability to deliver on that guarantee - such as issues related to weather, transportation , inventory , or operational; as was the case here with the second order.

I've received your email requesting compensation for the ***** belt. Since the item was purchased at $38.31, and it is now $49.50, I've added an amount of $15 to your Amazon gift card balance, as a one time exception and goodwill gesture.

You should see the amount in your account within 1-5 hours.

Once processed, it'll be visible here: www.amazon.com/gc/balance

Please feel free to contact us directly by replying to *********************************************** if we can be of further assistance.
Best regards,
********
Amazon.com
Customer Answer
Date: 10/06/2023
I have read the response from AMAZON regarding my order on AUGUST 26 for the ***************** belt which took two weeks to ship and then was not received. There are several inconsistencies with this response from AMAZON.
First, I took a close look at my original response to the request for three examples of orders that were not received on time. Today,AMAZON states in their response "The same order appears to have been provided for example 2 and 3". It should be noted that this statement from Amazon inaccurate! I looked closely at the three examples I posted to BBB;there are THREE **different** screenshot examples along with THREE **different** orders.
AMAZON asked for three examples. It takes quite a long time to go through my orders, take screen shots, write commentary and post to BBB. In an effort to save some of this time for me AND Amazon, I made a friendly suggestion via BBB site that, since the belt was back in stock, Amazon could offer it to me at the August 26 price of $35. Their **** and 'snotty'response was that I need to provide the three examples BEFORE they would consider anything AND that if I failed to provide the three examples, the case would automatically close. It sounded like AMAZON was saying that I was not being honest when I stated that I constantly receive late orders from AMAZON. I felt a bit insulted as do not appreciate anyone questioning my integrity. However,within two hours, three different examples were provided with detailed commentary! Amazon could have easily seen these orders, all from August, on their own. They have access to all my orders from the AMAZON site.
To avoid any confusion, I have posted again, on one page,the three different examples. One example took TEN day to arrive; this was not an AMAZON PRIME order, but the delivery date was five days out. I would not purchase anything from anyone with an estimated delivery date of 10 days out.Another order, the Sump pump was needed immediately but I did not get it next day (as promised), it arrived four days after the item was ordered. The last item was one day late; not really a big deal but one-day late orders from AMAZON happen fairly often. All three of these were from August 2023, and again, I bring them up mainly because I experience lots of late orders from Amazon; and I only mentioned that detail due to the the frustration and disappointment I experienced with the August 26 order of the ***************** belt.
When I place an order on AMAZON it ALWAYS says (for example), "order within the next 4 hours and 22 minutes for delivery tomorrow or in two days". Then, assuming the time frame meets my needs, i place the order fully expecting it to arrive the next day or the day after (one- or two- day delivery). When orders are late, the order page says,"LATE BUT ON THE WAY. IF IT DOES NOT ARRIVE BY x** date, you can return to this page for a REFUND". Of course, problems with delivery can occur but they shouldn't occur THREE TIMES in one month.
I certainly appreciate AMAZON's credit of $15 which they say is a "one time exception and goodwill gesture". However it does not fully resolve the issue here. I paid $35 for the belt on August 26; the current price of the belt I ordered is now $59.50 not $49.50 as stated in their latest response. The difference is $24.50.
Again, to avoid confusion, I have uploaded the images of the belt I ordered on August 26 for $35 and he same belt today being offered for $59.50. and I thank Amazon for their "goodwill gesture" but it does not cover the price of the belt now (see photo page of original belt ordered, and the current sales page for same belt on Amazon.
From this point forward, I will be taking screen shots of every order on Amazon showing the proposed delivery date. When items are late,I will take screen shots of the late notice, and another screen shot of the date of delivery. I do not mind too much when orders are one or two days late,although that happens more than it should. However, the incident with the belt was not good and it underscores the other late deliveries from Amazon prime which, again, has a hefty price tag. Still, I do like using the service. I just wish the delivery issues were fewer.
Customer Answer
Date: 10/06/2023

Complaint: 20632148

I am rejecting this response because:
I have read the response from AMAZON regarding my order on AUGUST 26 for the ***************** belt which took two weeks to ship and then was not received. There are several inconsistencies with this response from AMAZON.
First, I took a close look at my original response to the request for three examples of orders that were not received on time. Today,AMAZON states in their response "The same order appears to have been provided for example 2 and 3". It should be noted that this statement from Amazon inaccurate! I looked closely at the three examples I posted to BBB;there are THREE **different** screenshot examples along with THREE **different** orders.
AMAZON asked for three examples. It takes quite a long time to go through my orders, take screen shots, write commentary and post to BBB. In an effort to save some of this time for me AND Amazon, I made a friendly suggestion via BBB site that, since the belt was back in stock, Amazon could offer it to me at the August 26 price of $35. Their **** and 'snotty'response was that I need to provide the three examples BEFORE they would consider anything AND that if I failed to provide the three examples, the case would automatically close. It sounded like AMAZON was saying that I was not being honest when I stated that I constantly receive late orders from AMAZON. I felt a bit insulted as do not appreciate anyone questioning my integrity. However,within two hours, three different examples were provided with detailed commentary! Amazon could have easily seen these orders, all from August, on their own. They have access to all my orders from the AMAZON site.
To avoid any confusion, I have posted again, on one page,the three different examples. One example took TEN day to arrive; this was not an AMAZON PRIME order, but the delivery date was five days out. I would not purchase anything from anyone with an estimated delivery date of 10 days out.Another order, the Sump pump was needed immediately but I did not get it next day (as promised), it arrived four days after the item was ordered. The last item was one day late; not really a big deal but one-day late orders from AMAZON happen fairly often. All three of these were from August 2023, and again, I bring them up mainly because I experience lots of late orders from Amazon; and I only mentioned that detail due to the the frustration and disappointment I experienced with the August 26 order of the ***************** belt.
When I place an order on AMAZON it ALWAYS says (for example), "order within the next 4 hours and 22 minutes for delivery tomorrow or in two days". Then, assuming the time frame meets my needs, i place the order fully expecting it to arrive the next day or the day after (one- or two- day delivery). When orders are late, the order page says,"LATE BUT ON THE WAY. IF IT DOES NOT ARRIVE BY x** date, you can return to this page for a REFUND". Of course, problems with delivery can occur but they shouldn't occur THREE TIMES in one month.
I certainly appreciate AMAZON's credit of $15 which they say is a "one time exception and goodwill gesture". However it does not fully resolve the issue here. I paid $35 for the belt on August 26; the current price of the belt I ordered is now $59.50 not $49.50 as stated in their latest response. The difference is $24.50.
Again, to avoid confusion, I have uploaded the images of the belt I ordered on August 26 for $35 and he same belt today being offered for $59.50. and I thank Amazon for their "goodwill gesture" but it does not cover the price of the belt now (see photo page of original belt ordered, and the current sales page for same belt on Amazon.
From this point forward, I will be taking screen shots of every order on Amazon showing the proposed delivery date. When items are late,I will take screen shots of the late notice, and another screen shot of the date of delivery. I do not mind too much when orders are one or two days late,although that happens more than it should. However, the incident with the belt was not good and it underscores the other late deliveries from Amazon prime which, again, has a hefty price tag. Still, I do like using the service. I just wish the delivery issues were fewer.

Sincerely,

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

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