Business Profile

Ecommerce

Amazon.com

Headquarters

Complaints

This profile includes complaints for Amazon.com's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

58,041 total complaints in the last 3 years.
21,700 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:07/13/2023
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 pay nearly $130/year to be a Prime Member & have been a member for over 10 years. Membership is advertised to have 2 Day shipping. Over the past year, Amazon doesnt honor the 2 day shipping for Prime Members. Shipping has been as ling as 10 days!! When I complained. I was told that 2 Day shipping is 2Days from the time the order is processed. This is false advertisement. Also, Amazon advertised Prime Days deals, then changed the shipping days to 10 days after what was advertised during the order. I beleive this was done to prevent items from being purchased at the Prime Days rates in hopes of people canceling the orders due to shipment concerns
Business Response
Date: 07/14/2023
Hello Jalen,

I am ***********;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 shipping benefits offered with our Prime membership.

At Amazon, we calculate delivery estimates by adding the transit time to the estimated shipping date. Selecting One-Day or Two-Day shipping reduces the transit time to one or two business days after we've shipped your order, but won't impact the time it takes to obtain the item or prepare it for shipment. 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.

The information is made available on our help page section - How are Shipping and Delivery Dates Calculated?. You may refer the below link for more information:

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

With regards to the change in the shipping dates on the orders placed on our Prime Day, Our supply for some items could be limited, and these products sell out quickly during the Lightening Deals or the Prime Day Deals.

If the ordered item is out of stock, we try to fulfill the pending orders received during the deal period as soon as we get the item stock.

However, if the item stock is available on our website, those orders will be processed as per the selected shipping speed without any delays.

If you face any delays in receiving the orders, I request you to kindly contact us back with the order numbers so that we can check the details and escalate where ever necessary.

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

****** K
Amazon.com
*****************************
Customer Answer
Date: 07/19/2023

Complaint: 20315426

I am rejecting this response because:

Sincerely,

***********************
Initial Complaint
Date:07/13/2023
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.
Greetings.My account *********************** was closed a few days ago for violating the "Conditions of Use." as it may have been used for prohibited, illegal, or fraudulent activity.First off, I am aware that Amazon protects both itself and its customers by taking these precautions. However, despite the fact that I have been a devoted Amazon customer for years and have not engaged in any "fraudulent" or suspicious activity, I am certain that my account has been incorrectly closed.It's also crucial to note that I didn't abuse (or even used) any "Prime" deals or special promotions.I was asked to provide an explanation for the activity occurring in your account and evidences that demonstrate my account complies with ********************** T&C.Immediately, I replied and sent a long list of all the transaction records from my account for the preceding month. In order to ensure both transparency and security, I have thoughtfully included the corresponding code for each transaction in the "Additional Information" field. These codes serves as concrete evidence, verifying my status as the authorized account holder, and guarantees that none of the transactions conducted are illicit, unlawful, or in violation of any statutory provisions.Additionally, I hope we're able to verify that my orders are authentic and that I haven't utilised any dishonest payment methods or any other abusive techniques that would be in violation of Amazon's terms of service.Attached goes my billing statements, list of transactions and account records as concrete evidences that my account has never engaged in any prohibited, illegal, or fraudulent activity.Also, the only order return I've had in the past year is a single T-shirt purchase that I didn't pick up in time, so the package was returned to sender and a refund was issued a few weeks later.Finally, I'm more than willing to furnish any additional information or offer any requisite clarification.Thank you for your attention to this matter.
Business Response
Date: 08/02/2023
Hello,
Amazon reserves the right to refuse service, terminate accounts, terminate customer rights to use *******************************************, remove or edit content, or cancel orders at its sole discretion.
We removed this customers access to their buyer account on our site. We took this action because an investigation of their account indicated that the customers buyer account violated our terms and conditions.
Due to the proprietary nature of our business, we do not provide details on our investigation methods.
We notified the customer of this decision by email on 7/13.
Sincerely,
*********
Amazon.com
Customer Answer
Date: 08/02/2023

Complaint: 20315348

I am rejecting this response because Amazon didnt mention a single violation to justify my account closure. It also didnt even alert me if I was in fact doing something wrong. It suddenly closed my account and despite Ive provided every receipt from my transactions, they still closed my account and dont mention the reason.

************************************************* Dos ******
Initial Complaint
Date:07/13/2023
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Amazon closed my account on July 11 suddenly with no prior notice, claiming that this was due to my account being directly linked to another account that they previously closed for violating their policy. Amazon claimed that I could still access the digital content that I paid for. However, to access the content, I need to log in first and as my account has been closed, I couldnt log in and thus not able to access the digital content that I has paid for. I was shocked and confused by the decision, as that account was indeed the only account I had with **********************. So I wrote amazon an email asking why my account was closed, trying to explain to them that it was the only account I had.The only response I got was an email repeating the same content without any concrete information on why my account was closed and what other account they thought I had. I tried to send more emails to understand more, only to receive the exactly same email over and over again from Amazon.In the last email from Amazon, they claimed that the decision was final (after sending me the exactly same content over and over again) and that they would not respond to my email anymore. my account with *******************************************************
Business Response
Date: 07/28/2023
Hello, My name is ******** and I am a member of the Amazon Account ******************** team. *************** on behalf of your BBB inquiry #********. I've reviewed your e-mail, and I understand you're concerned about your account being closed. While I know you're disappointed with our stance on this matter, I want to assure you the information you received is correct. We've found your account is directly related to another account which has been previously closed due to the violation of our policies. Due to the proprietary nature of our business, we're unable to discuss other accounts with you, and the decision to close your account is a final one.

Im sorry for any disappointment caused and appreciate your understanding. Any digital content that you purchased with this account is still available to you. To access the content, click the Manage Your Content and Devices link on the ""Your Orders"" menu on Amazon.com Best Regards,
********* Escalation ********** Amazon.com *****************************
Customer Answer
Date: 08/01/2023

Complaint: 20315173

I am rejecting this response because:
1) what Amazon said about still being able to access the digital content I purchased is not true.
It is impossible to access the 'Your Orders' menu without signing in to the account, and I cannot sign in as the account has been closed by Amazon.
If I try to click 'Manage Your Content and Devices' without signing in, it would show '404 not found'.
2) I have bought some digital content such as Kindle books with the account, and now I couldnt access any of them.
I therefore request full refunds to all digital content I bought, unless I could really access them.

Sincerely,

*******************
Business Response
Date: 08/09/2023
Hello,

We have reinstated this customers buyer account. We sent an email to the customers registered email address on 9th August 2023 confirming account reinstatement.

Sincerely,

********
Amazon.com

Customer Answer
Date: 08/15/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

*******************
Initial Complaint
Date:07/13/2023
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.
On 7/12/23 I placed an order for an Apple Watch. The Amazon Prime Day price is as $309.99. But when the watch went into the cart the price is now $329.15. I thought it was an error or maybe the watch was sold out from Amazon and being offered through a 3rd party seller, so I deleted it from the cart and went back to the sale page and the watch was still listed for $309.99. I added it back to my cart and the price once again went up to $329.15.At this point I went to the help section and non of the topics were helpful and one even stated that nothing can be done until the item was purchased.After purchasing the item, I reached out to Amazon via chat multiple times and was told that someone would reach out to me within 24 hours. They did but the only I received were emails stated that Amazon doesnt price match. Im not asking to price match, Im asking Amazon to fix an issue with their app and refund me the difference.I called today and was told that it mightve been a lightning deal and I only had 15 mins to claim it. That wasnt the case, it was a prime day price and was the same price of $309.99 for the 48 hours of prime day. No one at Amazon is taking the time to listen and is just going off of scripts.
Business Response
Date: 07/23/2023
Hello ****,

I am ***********;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.

To help you with this, I've worked with our internal partner team on your request and they have requested more information on the issue as the deal is applicable on maximum of 3 quantities of the item.

In this case, I request you to please confirm the number of items "Apple Watch Series 8 [GPS 45mm] Smart Watch" that you purchased on the Prime day deal along with the order numbers to get the details reviewed and to further assist you.

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

****** K
Amazon.com
*****************************
Initial Complaint
Date:07/13/2023
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.
Escalating this to head office so they can review my last two chats and kindly assist remedy the situation of returning a defective item which is only 4 days past the return deadline but was defective prior to. Associates on chat have degraded in the quality of service they provide and were unable to assist. Hopefully headquarters can make this right as Im thinking of leaving Amazon all together after my poor experience today with chat staff.
Business Response
Date: 07/15/2023
Hello *********,

I'm Pratap 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 am so sorry to hear of the issue you have shared with us that you have received a defective item.

While I tried researching the issue, I was not able to locate any information on this issue. We need more information on the emails and communication shared so we can engage the correct team on this issue. Please share the order number pertaining to the issue for research.

We look forward to hearing from you soon.

Please feel free to contact us directly by replying to bbb@amazon. com.
Customer Answer
Date: 07/17/2023
Here is the information you are requesting,

Order# ***-9890484-4185831.

Item is:

WNEEDU Womens Maxi *****es Casual Loose Summer ***** Short Sleeve Split Beach ***** with Pockets - blue

Business Response
Date: 07/18/2023
Hello *********,

I'm Pratap 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 so sorry to hear of the issue you have shared with us regarding the defective item WNEEDU Womens Maxi *****es Casual Loose Summer ***** Short Sleeve Split Beach ***** with Pockets - blue.

Upon checking, I see that the return window expired on on July 9, 2023. Unfortunately we will not able to send the replacement or issue the refund in this case.

Thank you for your patience and understanding.

Regards,
Pratap
Initial Complaint
Date:07/13/2023
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased 5 lithium batteries from Amazon. One came bad and was returned after a lengthy hassle withe a third party. Now additional batteries have failed, third party seller wont respond. Amazon continues runaround for return. First I am tol wait one day after one day I am told to wait three days Amazon repeatedly tries to deny responsibility as they keep saying third party seller. Wake up Amazon I paid you! You are the seller.I am wanting to return the last four batteries for a full refund. I am wanting to be reimbursed for testing and labor to replace bad batteries. I am disabled and cannot do it myself
Business Response
Date: 07/14/2023
Hello,

Thank you for bringing this matter to our attention.

After reviewing your request and the information provided, we have issued a refund to the your account to Order ID: *******************.
Initial Complaint
Date:07/13/2023
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I RETURNED THIS ORDER BELOW, THE ***** OF DELIVERY ON THE *** WEBSITE SHOWS AMAZON GOT MY RETURN BACK OVER 45 DAYS AGO AND THEY NEVER REFUNDED BACK MY CREDIT CARD. AMAZON OWES ME A REFUND BACK TO MY CREDIT CARD ORIGINAL PAYMENT METHOD. THEY RECIEVED THIS RETURN BACK AND THEY OWE ME A REFUND ORDER PLACED June 6, 2023 TOTAL $96.29 SHIP TO joy cri ORDER # ***-0649065-2127414
Business Response
Date: 07/24/2023
Hello Joy,

I'm Pratap 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 the complaint and understand your concern regarding the refund for the returned item EUREKA PowerSpeed Lightweight Powerful Upright Vacuum Cleaner for Carpet and Hard Floor.

I apologize for the inconvenience that you have experienced in this case.

I've checked and see that we have previously requested an ID from you, but the portal expired and can no longer be used. As a reminder, because we noticed abnormal activity on your account, we need your ID to verify the identity of the account holder before we can consider issuing a refund. We may also request additional information before granting your request.

You will receive an automated email with instructions on how to share this information with Amazon. Once you submit your information, it can take up to 3 business days for us to finish our investigation.

Thank you for your patience and understanding.

Regards,
Pratap
Customer Answer
Date: 07/24/2023

Complaint: 20314877

I am rejecting this response because: THIS ITEM WAS RETUNRED TO AMAZON OVER 43 DAYS AGO, AMAZON WHAREHOUSE GOT MY RETURN BACK BUT THEY NEVER REFUNDED MY CARD, THEY OWE ME A REFUND BACK TO MY ORIGINAL PAYMENT

Sincerely,

Joy Cri
Customer Answer
Date: 07/25/2023
THIS ORDER WAS RETURNED TO AMAZON, PROOF OF DELIVERY *** SHOWS AMAZON GOT THIS BACK , HOWEVER THEY NEVER REFUDNED ME FOR MY RETURN, PROOF OF DELIVERY BELOW
Proof of Delivery
Dear Customer,
This notice serves as proof of delivery for the shipment listed below.
Tracking Number
1ZE6A6499000099920
Weight
59.00 LBS
Service
*** Ground
Shipped / Billed On
06/12/2023
Delivered On
06/15/2023 11:02 A.M.
Ship To
*******, **, **

Received By
AMAZON
Left At
Other
Please print for your records as photo and details are only available for a limited time.
Sincerely,
***
Tracking results provided by ***: 07/25/2023 12:12 P.M. EST
Print this page
Initial Complaint
Date:07/13/2023
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I ordered a ride on scooter from Amazon, the item arrived in original packaging however appeared used and did not work upon arrival. ******* would not hold a charge. Item was packaged in original box and returned for refund or replacement. At almost 3 weeks and after having to contact Amazon I was informed they had recieved the item and the return was delayed. After continued attempts to contact them they now stated the item didnt match and they will not return, refund or replace the item. So now they have the money and the item and are refusing to even speak further about the transaction. Email below Hello,We contacted you so that we could better understand the activity on your account.Your comments and suggestions will help us improve and offer better service to our customers.We are sorry that you feel the need to contact BBB in relation to 111-2769475-8609063. We will not be able to comment further on this issue.Your return for the order number 111-2769475-8609063 contained the incorrect item instead of the original Jetson Bolt ***************** Ride On, Foot Pegs, Easy-Folding Mechanism, Built-In Carrying Handle.At this time we cannot issue a refund or replacement for the items you returned to Amazon.
Business Response
Date: 07/14/2023
Hello *******,

I am ***********;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 any inconvenience caused with the order #***-2769475-8609063 that you returned for a refund.

To help you with this, I've worked with our internal team on your request. Please note that we are not able to take additional actions, including overriding their decisions for next steps.

In this case, We ask you to please refer to the correspondence sent to you dated Monday, July 10, 2023 at 10:51 AM (PDT) with the subject line "Your Amazon.com returns".

For your convenience, I've pasted the response below:

We are contacting you about the return of the Jetson Bolt ***************** Ride On, Foot Pegs, Easy-Folding Mechanism, Built-In Carrying Handle, Twist Throttle & Cruise Control, Up To **** MPH, A from your order ***-2769475-8609063 because we received a wrong item . We confirmed the item from the order was in the box given to AMZN_US at the time it left our fulfillment center.

We cannot issue a refund for this order until we receive the correct item. If you would like a refund, return the correct item to us within the return window post which we won't be able to accept the return of the item.

Continued failure to follow our return policies may result in you no longer being able to buy on the Amazon store.

To learn more about our policies, visit Conditions of Use & Sale: ********************************************************************************

If you would like to appeal this decision, reply to the email sent on Monday, July 10, 2023 at 10:51 AM (PDT) with the subject line "Your Amazon.com returns" to reach an account specialist. Our Account Specialist team is unable to provide support via phone or chat at this time.

While responding to this email, ensure to include all details of your appeals or concerns in the email body. Do not include any information in an attachment format as we will not be able to receive them.

Our **************** team can only confirm that we sent this message and help you with technical issues. They cannot reverse this decision or share more details on this matter.

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

****** K
Amazon.com
*****************************
Customer Answer
Date: 07/18/2023

Complaint: 20314806

I am rejecting this response because:
they are refusing to return or refund an item, that they now have and also have the money. How is this a resolution from them. Its actually theft.

Sincerely,

***************************
Initial Complaint
Date:07/13/2023
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
For the past 2 weeks I have gone round and round with AMAZON about their requirements for ID in accordance to the Inform Act. They are threatening to close my account and there's not more I can do to satisfy their requirements for IDs. I have sent my State ID, I have verified name, address, etc. But their (robot) still does not accept it.I received a reply from the Seller Support which was not adequate and it appears my (selling) account will be closed. if my selling account is closed, I will end my Prime account with ************************** seller support rep said he was calling from an international number. I saw the number on my phone and didn't answer.They keep telling me I have not sent in appropriate documents. I have no more documents to send in.Please let them know if the account closes, so be it and I will close my Prime account.
Business Response
Date: 07/16/2023
Hello ,
Your Amazon seller account has been suspended and your listings have been removed. Please continue to ship open orders and respond to buyer inquiries to avoid further impact to your account.
Why is this happening?
We recently requested that you provide information to us, as required by the new US INFORM Consumers Act and in accordance with Section 1 of the Amazon Business Solutions Agreement (****************************************************************). Since our record shows that you have not submitted the required information for verification, or the information you submitted could not be verified, your Amazon seller account has been suspended and your listings have been removed. Please continue to ship open orders and respond to buyer inquiries to avoid further impact to your account.
Visit your Account Health dashboard (**************************************************************) to see the information that you are required to submit and promptly submit this information for verification. Please make sure to submit the information without delay, because it can take several days for us to verify the information.
The ** INFORM Consumers Act is a new US federal law that took effect on June 27, 2023. It places new obligations on online marketplaces, including Amazon, to collect and verify business information from high-volume third-party sellers who sell products in Amazons US store.
To learn more about the INFORM Consumers Act, please follow this link: (****************************************************************************).
How do I reactivate my account?
To reactivate your account, follow the instructions below. Your account will be reactivated in ***** hours if, after you completed the below steps, we are able to successfully verify your information.

Provide your identity information:
Login to your Seller Central account.
Go to the Account Information page.
Click the Start verification link on the Account Information page. You must provide the following information for Amazon to verify:
Information about your business;
Information about your identity;
A government-issued photo ID;
A bank account or credit card statement, if applicable;
A business license, if applicable.
Follow the instruction on the pages to provide the required information and documentations.

For more details on providing identity information, go here: *************************************************************************************

Has your account been deactivated in error?
If you have provided complete and valid information and you believe there has been a mistake, please submit your request by clicking Reactivate your account on the banner at the top of your Account Health dashboard (**************************************************************).
What happens if I dont take the required action?
Your account will remain deactivated if we do not receive or are unable to verify your information.
Were here to help.
If you have questions about this process, please contact Seller Support via ******************************************************.
Sincerely,
The Selling on Amazon team

Customer Answer
Date: 07/16/2023

Complaint: 20314736

I am rejecting this response because: I have submitted all information. I have been selling on AMZ for over 10 years and they have all the information. I have submitted all requested information, but their robot does not recognize my State ID. I do not have a passport.
The reply from AMZ is a standard copy/paste answer that a human being DID not answer. This is an automated response from AMZ by its AI bots and not by a human being.

Sincerely,

*************************
Business Response
Date: 07/27/2023
Greetings from Amazon.com,

The seller's account no longer shows any action needed regarding the Inform Act. The seller can view this within the link provided below:

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

At this time, the Seller Central account is confirmed to be in good standing. Advise the seller to review their Account Health Dashboard and continue managing the account as they have been.
Customer Answer
Date: 07/27/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

*************************
Initial Complaint
Date:07/13/2023
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I bought a cell phone for my daughter's birthday.. I ordered a Iphone SE 256gb. The first phone that was sent was 64gb, when I called I was told it could not be exchanged it would have to be returned and bought again. Her birthday present was already late so I went ahead and bought another. This time when the phone came there was no phone in the box. I called right away.I sent it back, my daughter handed the phone box to the *** driver. I got the phones in one day. It's been over a week and they don't have the phones. The first phone I called and returned I asked for a label and was told to leave the box on the porch. I also told him I thought it was a bad idea, he said to do it anyway. Not sure what happened to it as *** came twice to pick it up and it was already gone. The second phone they for sure picked up. No warning that because of their price, it would take longer(supposedly) to process. The mistakes made were theirs not mine and I should not be punished. While trying to find out what is going on two reps just left me on hold for 25 minutes on one and an hour on the second. One rep said we refused to give *** the package, which is a lie, why would we refuse to give them a package that never had a phone to begin with?
Business Response
Date: 07/14/2023
Hello ****,

I'm Pratap 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 the complaint and understand your concern regarding the refund for the returned item Apple iPhone SE (256GB) - Black from Order ID: ******************* and Apple iPhone SE (256GB) Order ID: *******************.

I apologize for the inconvenience that you have experienced in this case.

Upon checking I see that the refund of $369.36 has been refunded to your original payment method on Tuesday, July 4, 2023 for Order ID: *******************. In most cases, once a refund has been submitted, the issuing bank will post it to the concerned account within 3-5 business days. This time frame may vary from one financial institution to another.

For Order ID: *******************, I see that this item wasn't scanned by the carrier, hence we're unable to issue a refund.

Thank you for your understanding.

Regards,
Pratap

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