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

58,690 total complaints in the last 3 years.
22,038 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:07/12/2023
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 package from Amazon it was a ps5 and I am a prime member I always receive my orders and they always come in okay but when I ordered a ps5 call of duty edition I spent 790$ on the item with shipping. It says delivered on my account but I havent received anything nothing was delivered to me maybe there was a mixup with the package and then I tried calling Amazon they referred me to call the police but the police investigation cant really help me as there is nothing they can do . I just wanted to get a refund back since nothing was delivered or given to me sadly.
Business Response
Date: 07/15/2023
Hello *******,

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

I've reviewed your complaint and I understand your concern in this matter.

Upon checking your correspondence on Saturday, July 8, 2023 I see that you've requested a return mailing label to return the item for a refund.

We've already issue a return mailing label on the same date. If you've returned the item already then refund will be issued for the item once the return shipment is received and processed in the return center.

I hope this information helps. We look forward to seeing you again soon.

Regards,

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

Complaint: 20307280

I am rejecting this response because: I did not receive the item and I have called the police and my case has already ended . Can Amazon atleast help me out here I spent 790$ and cant find my product I opened a return case on Amazon because I was panicking that I didnt receive the item .

Sincerely,

*******************************
Initial Complaint
Date:07/12/2023
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have had a ** Amazon account for 15 years. Only in the **. I recently started having minor issues with my account, which I've called about multiple times. I woke up this morning to all of my Amazon devices, ****** ******* ****** etc signed out and I can no longer access them. My son's college textbooks were bought through ****** and he needs them as we speak. They keep telling me amazon.gb which is in ****** closed my account for misuse. I have almost never asked for refunds, replacements etc and they said the amount of times I have recently is extraordinary. This is not me and clearly an issue of some kind of error. I need my son's books and all the things I've purchased back. This is theft on their part. My son is in class today without access to his e library. They also charged me for my prime membership within the last few days.
Business Response
Date: 07/13/2023
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 that you are unable to login to your Amazon account.

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

Upon checking I see that your Amazon.com account is not locked and is active.

If you have any issue with your Amazon.** account then you'll need to contact our partner site for more information.

You can contact them directly at: *******************************************************************************

Your patience and understanding are greatly appreciated.

Regards,
Pratap
Customer Answer
Date: 07/25/2023
Hello,

I apologize for the late response. I was renovating my house and very busy (this incident occurred when I had orders I paid for on hold during the closure of my Amazon account). I did finally get my issue resolve after telling Amazon I filed a report with the BBB and the possibility of getting an attorney because of the loss of all of my digital content including my son's college textbooks I purchased. They emailed me twice telling me they would not change their minds and a couple mins later they reversed their decision. I appreciate your assistance.

***********************
Initial Complaint
Date:07/12/2023
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On 27 June 2023 I bought a computer for Amazon.com. Order# ***-2819673-4234622 ($473.84) I received the item on 10 July. It did not work properly so I contacted Amazon, followed their instructions, boxed the computer ** in its original shipping material and sent it back on 11 July. They received the item. It was the correct item according to them but the wrong serial number. ********************** has refused to issue a refund or return the new computer that I sent them. They say they want me to return a serial numbered item they never sent me. Even if the item had worked for a while I would literally have no warranty because of the serial number issue. I am the first person to tell you that if it is not a requirement to log a serial number for a warranty I do not look at the serial number. It was not a requirement so I reboxed the item as directed and sent it back. There is also no serial number on the invoice how do I know what serial number they sent? At this point they are trying to take my money without delivering a product.
Business Response
Date: 07/14/2023
Hello *****,

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

I've reviewed your complaint and checked the order in question, upon checking the order and the return shipment I see that the return center has mentioned that they didn't receive the correct item in the return shipment. Hence they didn't issue refund for the order.

If you would like to appeal this decision, then we request you to reply to the email sent to you on Sunday, July 9, 2023 at 8:23 PM (PDT).

Your patience and understanding is appreciated. We look forward to seeing you again soon.

Regards,

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

Complaint: 20309662

I am rejecting this response because: The equipment with the serial number requested, I have never received. I returned the item I received to Amazon in it's original package with documentation of what was wrong on paperwork provided by the manufacturer. This item as far as I can tell is an Amazon exclusive item so what I returned should be in the shipping database sold to somebody, returned or there was a mix up with whoever packaged the item. Because the item had issues, it could have been a return that nobody checked and reshipped. This is pre build computer. It is not just a readily available item.
In any event the serial number of the I item I sent back is accounted for somewhere in the Amazon system if Amazon is keeping track which you claim they are. It should be a simple checks and balance to make sure the customer is not being held accountable for system he has no control over.
See attached invoice. There is no serial numbers for me to verify anything except take their word.
I have used Amazon for years for both high dollar and low dollar items. If my customer profile is checked, you will find I am a loyal customer and I do not have a history of just returning items. I buy a lot from Amazon. I spend the cost of the item I returned regularly with Amazon. Of the computers I purchased during the last few months that was the only machine I purchased with issues, except one **** Laptop with a bad power supply. Returned with no problem.
So of the 5 I purchased, 2 had issues. The count would have been 2 **** Notebooks, 1 HP Gaming Computer, 1 **** Gaming Computer, 1 Helios (Issues). I also bought during this period 1 27 inch monitor, 1 keyboard and mouse. Check my customer profile. If I were a serial returner, there would have been more issues and you would have a record.
So given my record with Amazon, I question why anyone would think I would make the kind of mistake that is being implied? Actually it seems like I am being scammed because of the lack of transparency in resolving what should be a simple database query.
I would understand if Amazon received back a used item, an abused item, a dirty item or even a different/type item. But when Amazon receives a new item (remember these are specially made by a small company in MD) that was ordered in their original packaging with their original paperwork but the item has a different serial number shipped within 24 hours of receipt, Amazon's response is not acceptable. What I am being told is if I had never opened the item, and told the carrier to take it back, we would be having the same conversation because of the serial number mix-up on the shipping or vendor end. If they would have not opened the box, another customer would have the same problem.
I have used Amazon for years as a suppler for the bulk of items I use personally and for my business. Plus I would not risk my DoD career trying to trick Amazon.
I am appealing because the chances of those 2 exact machines existing in the same area is close to zero and even the inclination to believe it is possible shows Amazon has a systemic problem in their logistics system. The system seems to be taking a lazy preprogramed approach to what should have been a simple verification and fix.
There is no machine that exist in my possession nor has it ever been with the serial number that ********************** claimed they sent to my house. If I had it, I would have returned it. Amazon is asking that I do the impossible. That is why I am appealing the decision not to issue a refund.

Sincerely,

*****************************
Business Response
Date: 07/29/2023
Hello *****,

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

I've reviewed your reply and checked with the concerned department in this matter.

They've found that you've received an email in this matter on July 9, 2023 with the Subject Line Your Amazon.com inquiry, advising you of the issue with your return, and that you've already responded to that email.

They've requested you to continue to contact that specialist team with all relevant information. The **************** team is unable to provide any further details about this issue.

Thank you for your patience and understanding. We look forward to seeing you again soon.

Regards,

Harasankar.M
Amazon.com
*****************************
Customer Answer
Date: 08/02/2023

Complaint: 20309662

I am rejecting this response because:
to bbb+A3E39AD006OB6U

They have all the information. The problem is Amazon is basically stealing money with a process the customer has no visibility or control over. That is how we got here. I have
1. No control or visibility of what serial number you pack or send from your warehouse.
2. Because of the lack of visibility when this issue came up, I as the customer have no way of verifying what was actually sent.
3. There seems to be no checks and balances to account for the mislabeling or sending of equipment.
4. This is something that should have taken about 30 minutes to resolve. Deconflicting serial numbers is not hard.
5. There seems to be no interest from Amazon to fix the issue.
6. I have no record or reason to have not returned the correct item. It would have been in my favor to return the new item in a timely fashion which is what I was sent, immediately and that is what I did.
This is a never ending loop of the same question. I have all the emails asking the same question. The facts are not going to change because it is cut and dry. They sent the wrong serial number.
Considering the amount of money I was spending with Amazon on a monthly basis, this is unfortunate on many levels. They have all the information and nothing new has happened since this started. On the invoice there is no serial number so it is limited what a customer can do. If the serial number were put on the invoice which is a standard practice to prevent fraud, there would be no issue.
I have a problem with Amazon getting a new computer and just destroying the item. I believe they simply resold the item. Serial numbers from the same company is too easy to track so this should not be a problem. Amazon is stealing money from consumers and it is willful.
*************************;<*********************> 11:51?AM (1 hour ago)

to bbb+A3E39AD006OB6U

Business Response
Date: 08/24/2023
Hello *****,

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

I've reviewed your reply and checked with the concerned department in this matter.

They've found that you've received an email in this matter on July 9, 2023 with the Subject Line Your Amazon.com inquiry, advising you of the issue with your return, and that you've already responded to that email.

They've requested you to continue to contact that specialist team with all relevant information. Only the specialist team will be able to help you any further in this matter.

The **************** team is unable to provide any further details about this issue.

Thank you for your patience and understanding. We look forward to seeing you again soon

Regards,

Harasankar.M
Amazon.com
*****************************
Business Response
Date: 09/21/2023
Hello *****,

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

I've reviewed your complaint and checked with the concerned department in this matter.

It appears that for order #***-*******-***4622 , our return center did not process the item in which the return was created for.

We've disposed of this item and can't return it to you. Per Amazon's return policy, Amazon doesn't store mistakenly sent items, and no compensation is provided for incorrect items sent to Amazon.

The return window for Airtech Helios II Gaming PC Desktop ********** ***** e5-1620 v2 3.9GHz, RX 580 8GB, 16GB RAM, 512GB SSD, 4 RGB Fans, Wireless WiFi + Bluetooth, Window expired on July 29, 2023.

At this time, we're no longer able to accept the return of the correct item. Please see the following Help page for more information about returns and refunds:

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

If you believe that it's incorrect, and that you did return correct item, you're able appeal the decision. To appeal, please reply to the email you received on July 9, 2023 with the Subject Line Subject Line Your Amazon.com inquiry advising you of the issue with your return. The specialist team will contact you within 3 days (72 hours) once your email is received.

Thank you for understanding.

Regards,

Harasankar.M
Amazon.com
*****************************
Customer Answer
Date: 09/21/2023
Good morning,
Amazon is asking me to send them a device with a serial number that I never received. They got back the device they sent with the original paperwork in the original packaging material with 24 hours of receipt. I literally can not meet this requirement because they shipped the wrong device.
I have no reason to keep a broken computer and it is insulting for them to think I would make that kind of mistake after years of doing business with them. Since they sent the device, either them or the manufacture in MD can tell them where those serial numbers are because I have neither. Since a small company built the item, I am sure they did not destroy a new item.
As stated before even the warranty would be no good on the device or I would have simply applied the year warranty however I would been declined that if the computer had broken 30 days pass the initial purchase. If I had purchased the extended warranty on the device, I would not get any service from the Vendor regarding this because the serial number mix up at a warehouse. The extended warranty would be worthless.
I can't help but believe Amazon's system is designed in a case like this to deny the customer any recourse because the money they are making off selling items and doing this has got to huge. Just revenue from worthless warranties associated with these devices has got to be huge.
I am not only wanting this to fixed for myself but for other who purchase high dollar items from Amazon. The system needs to be fixed because it destroys confidence in a once viable, dependable company.
*****************************
Initial Complaint
Date:07/12/2023
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
ON 6/28/23 I purchased a Ebike for ******. **** was sitting in prepared for shipping for over a week. Amazon returned my money and i requested to cancel the order because I felt it was a scam. Friday the 7th the money was again taken out of my account and my request to cancel was ignored. The product says shipped. After calling the shipping company and having them tell me the tracking number was a scam that I need to request my money back I did. I spoke with a amazon agent on 7-10-23 who said she would message the seller to request to cancel. This morning 7/12/13 a response from amazon was sent to me that your seller is no longer a seller on amazon which verified my scam suspicions. I called amazon on 7-12-23 at 6am requesting my money be returned I got a rude response saying I have to wait another 3 days even though they knew it was a scam.
Business Response
Date: 07/14/2023
Hello *******,

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

I've reviewed your complaint and checked the order in question. Upon checking I see that the order is sold and fulfilled by third party seller and the order status shows it has shipped already.

At this point we do not have the option cancel the order as the order ships from sellers inventory.

I've contacted the seller in this regard, we request you to wait for next 48 hours. In case if we do not receive any communication from the seller you can file a to z claim for and get a refund for the order.

You can find more information about our A-to-z Guarantee by visiting our Help pages:

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

I hope this information helps. We look forward to seeing you again soon.

Regards,

Harasankar.M
Amazon.com
*****************************
Initial Complaint
Date:07/12/2023
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.
Order Details Ordered on July 5, 2023 Order# ***-8940833-8820206 View or Print invoice Shipping Address- I CALLED AMAZON AND WAS TOLD THAT THE PHONES WOULD BE PUT ON HOLD AT THE ************* POST OFFICE. I WAS GIVEN THIS CONFIRMATION NUMBER TRH ****** 148 He was the person that I was transferred to by a Amazon ******** service agent on Thursday at 12:00 noon. This was on July 6, 2023. However this was just the beginning of a horrible experience. Amazon claimed that the ************** delivered the phones. That never arrived on July 10, 2023. No these are the phones that were suppose to be held at the *********** for pick up. So I do not know if the Carrier stole the phones and why would the carrier take Hold Mail out for delivery. I use the Hold Mail when I travel. This is a first.Now Amazon is trying to get me to pay for phones TWELVE STATES AWAY AND HAD THE ***** TO TELL ME EVEN THOUGH I DID NOT DROP THE **** TO FILE A POLICE REPORT.Which really ticks me off. Not only am I not filing for Hold Mail but not for Amazon either and I am not paying for phones that my grand children never received. It is nasty, cruel and frustrating and makes me so mad that they have did their very best to push the issue into my problem. I am sking for help.*********************** and **************** SECOND FLOOR ********************************************************************************** Payment Method Amazon.com Store Card **** **** Order Summary Item(s) Subtotal:$303.00 ************************* Total before tax:$303.00 Estimated tax to be collected:$18.94 Grand Total:$321.94See tax and seller information Transactions Delivered Monday Package was left inside the residences mailbox Track package Apple iPhone SE (2nd Generation), ** Version, 64GB, **************** (Renewed)Sold by: Hybrid IT Return eligible through Oct 6, 2023 $149.00 Condition: New Buy it again Apple iPhone SE (2nd Generation), 64GB, Red - Unlocked (Renewed)Sold by: Hybrid IT Return eligible through Oct 6, 2023 $154.00 Condition: New
Business Response
Date: 07/13/2023
Hello *******,

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

Were sorry to hear that you havent received your items from your recent order. This is surely not what we want our customer to experience.

It's very important to us that our customers receive the products they purchase from Amazon. We appreciate your business and regret that these items haven't been delivered to you.

Shipment that aren't received are inconvenient for you and costly for Amazon.

Based on the outcome of our investigations, we believe the package was delivered to the correct address.

You may wish to contact your local police authorities and the **** shipping carrier to pursue this matter further.

If the issue isn't resolved after contacting local law enforcement and the carrier, please contact us back during the business hours of the related police department with a Police Report number, a link to access your Police Report, or a PDF/Image file of the Police Report. There are multiple ways to file a Police Report. Check with your local authorities for ways to file a report.

In order for us to validate your Police Report, it must be in a "Complete/Closed" state, be reported in the local jurisdiction (city, county, municipal) in which the package was reported delivered, and include the following:

- The delivery address regarding this incident.
- The items were delivered according to the carrier tracking.
- The report was created for stolen items/theft/larceny/incorrect delivery or similar crime.
- The date the report was created.
- The name of the police department.
- If the Police Report was created over the phone: The name and badge number of the reporting officer.

Were unable to accept Police Reports that are in pending or any other incomplete status, as well as reports not filed in the local jurisdiction in which the package was reported as delivered. The Police Report must be filed before August 24, 2023 to be considered for review. Only one Police Report is needed for all orders that are part of the same shipment. A separate Police Report is needed for orders delivered in different shipments.

To assist in obtaining a Police Report, we recommend that you provide a copy of this email to the police to help explain what has happened. We will happily cooperate with the police as part of any investigation.
Thank you for your understanding.

We look forward to seeing you again soon.

Regards,

Harasankar.M
Amazon.com
*****************************

Customer Answer
Date: 07/20/2023

HERE IS THE POLICE DEPARTMENT COMPLAINT NUMBER RECEIVED TODAY JULY 20, 2023 . it is 24-94E7-OF Below is the matter. Complaint number ******** Complaint Details Order Details Ordered on July 5, 2023 Order# ***-8940833-8820206 View or Print invoice Shipping Address- I CALLED AMAZON AND WAS TOLD THAT THE PHONES WOULD BE PUT ON HOLD AT THE ************* POST OFFICE. I WAS GIVEN THIS CONFIRMATION NUMBER TRH ****** 148 He was the person that I was transferred to by a Amazon ******** service agent on Thursday at 12:00 noon. This was on July 6, 2023. However this was just the beginning of a horrible experience. Amazon claimed that the ************** delivered the phones. That never arrived on July 10, 2023. No these are the phones that were suppose to be held at the *********** for pick up. So I do not know if the Carrier stole the phones and why would the carrier take Hold Mail out for delivery. I use the Hold Mail when I travel. This is a first. Now Amazon is trying to get me to pay for phones TWELVE STATES AWAY AND HAD THE ***** TO TELL ME EVEN THOUGH I DID NOT DROP THE **** TO FILE A POLICE REPORT. Which really ticks me off. Not only am I not filing for Hold Mail but not for Amazon either and I am not paying for phones that my grand children never received. It is nasty, cruel and frustrating and makes me so mad that they have did their very best to push the issue shaping it as my responsibility. But I say that its Amazon to deliver accordingly and because they failed to do that I am trapped with a unscrupulous situation. Is anyone going to consider that it could be the carrier that removed HOLD MAIL? ************* Payment Method Amazon.com Store Card **** **** Order Summary Item(s) Subtotal:$303.00 Shipping & Handling:$0.00 Total before tax:$303.00 Estimated tax to be collected:$18.94 Grand Total:$321.94See tax and seller information Transactions Delivered Monday Package was left inside the residences mailbox Track package Apple iPhone SE (2nd Generation), US Version, 64GB, **************** (Renewed) Sold by: Hybrid IT Return eligible through Oct 6, 2023 $149.00 Condition: New Buy it again Apple iPhone SE (2nd Generation), 64GB, Red - Unlocked (Renewed) Sold by: Hybrid IT Return eligible through Oct 6, 2023 $154.00 Condition: New Postal Hold was made prior to the shipping so why did the Carrier remove the package ON HOLD? Amazon has gone down hill and I hope they crash and fold. Sincerely. One very angry Grandmother *************************

Customer Answer
Date: 07/20/2023

Complaint: 20309358

I am rejecting this response because: I contacted Amazon prior to the shipping and was told that the phones would be on hold at the ************ Shes in line at the ***************** trying to get a report for the phones that was not received.
This is the Hold confirmation number that I was given TRH466 664 148. So Im wondering what happened and since its me holding nothing I am more than a little concerned. Naturally I want to get this resolved and close my Amazon account since its become a Buyer beware situation. This is the conclusion in my mind. As soon as the ***************** give us the information it will be communicated to everyone. To put this to rest once and for good. Ill be in touch asap.
Sincerely,

*************************
Initial Complaint
Date:07/12/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My account was closed on 7/10/2023. Found this out when I got off work and went to watch TV. Prime is my TV service. I called customer support. I was told there was nothing they could do. They couldn't get into see anything either. I needed to fill out information they sent me in email. I can't get into my account at all. I can't check on my orders or do anything. I have used them for yeats and they've never had problems with my payment methods or anything. It's strange that customer service representatives can't even tell you what you did and help you fix. This just isn't right.I have done everything they asked and my account is till closed. I have paid a monthly membership and used them for years to be done like this! I still have items ordered i need to check on. I have gift card money I can't even get to.
Business Response
Date: 07/25/2023
Hello *****,

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

I've reviewed your complaint, upon checking I see that, We have restored your access to this account and processed any pending orders.

You can track the progress of your orders in the "Your Account" section of our website.

Thank you for your patience and we are sorry if any inconvenience was caused. We will notify you by email when we send your orders.

I hope this information helps. We look forward to seeing you again soon.

Regards,

Harasankar.M
Amazon.com
*****************************
Customer Answer
Date: 07/25/2023
Nothing has been changed. I still can't use my account.
Customer Answer
Date: 07/25/2023
The snap shot I attached is from today August 25th, 2023.
Business Response
Date: 09/09/2023
Hello,
Amazon reserves the right to refuse service, terminate accounts, terminate customer rights to use *******************************************, remove or edit content, or cancel orders at its sole discretion.
We removed this customers access to their buyer account on our site. We took this action because an investigation of their account indicated that the customers buyer account violated our terms and conditions.
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 09/08/2023.
Sincerely,
***
Amazon.com
Initial Complaint
Date:07/12/2023
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.
On July the 8th of 2023 I placed an order with Amazon. The item in this order had a guarenteed delivery date Jul the 10th (EXH 1). typically the item is 1 day shipping. I may have missed the cutoff and the item was 2 day for me. The item still shipped out late. As a result I received a notice that the item was going to arrive after 3 days (Jul 11th). I pay for Amazon Prime to get the guaranteed delivery dates. Since I did not complain about the item giving me a 2 day delivery date for a 1 day delivery item, I felt it was reasonable to make a complaint after it was delayed futher than that. I have disabilities in the form of autism. Amazon has removed the chat option on the mobile app making it impossible for a person with disablities to resolve a matter in regard to the Americans with Disabilities Act. After finding a way to finally get chat going, I spoke to an agent that claimed they were sorry for the inconvenience. I asked how they were going to compensate me for the delays. The agent first responded by offering me a $5 "promotional credit." I asked a few questions and then decided due to all the restrictions that was just too complicated for me and offered to accept it as a gift card. I have been given a gift card in the past by agents for problems similar to this one. However this agent refused. I offered to allow the $5 to be a partial refund to the card. The agent said they could not do this. However the agent offered a full refund and said that I would still get to keep the item. I asked the agent to explain this. After I was promised I could keep the item still I agreed to the compromise. I also checked in to the order about 10 minutes after the conversation at which point it was still scheduled to deliver. It wasnt until moments before it should have delivered that they updated the order to cancelled. I immediately reached out to support and demanded my item but they refused to deliver, compensate, or transfer to a supervisor.
Business Response
Date: 07/14/2023
Hello Collin,

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

I've reviewed your complaint, I'm sorry to hear about your recent experience with amazon.

I appreciate your feedback in this matter,We value this kind of feedback, as it helps us continue to improve our store and provide better service to our customers.

Upon checking the order I see that a refund $10.56 has been issued to the original payment method on Thursday, July 13, 2023.

Refunds typically gets processed within 3-5 business days from the issue date.

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

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

Upon reviewing the tracking status of the order I see that it is returning to the seller, in this case the shipment will not be delivered.

Also we would like to offer a gift card amount of $10.00 to your account. I understand that issuing a gift card will not compensate the inconvenience, however we request you to accept this as a gesture of apology from our end.

Please let us know if you would like to accept this. Once confirmed we will issue it right away.

We look forward to seeing you again soon.

Regards,

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

Complaint: 20308959
I HAVE ALREADY SUBMITTED A RESPONSE TO THE BUSINESS WHY I AM REJECTING THE RESPONSE. THE BUSINESS HAS NOW RESPONDED TO THAT REJECTION. The response is as follows:
Hello Collin,

I've reviewed your reply and I understand your concern. Based on your original complaint we reviewed the order and issued a full refund of $10.56 to the original payment method.

We value this kind of feedback, as it helps us continue to improve our store and provide better service to our customers. I understand that, as a member of Amazon Prime, you expected 2-day delivery for the order you placed while being a part of the membership.

Please be assured that this is not a typical Amazon.com experience and in no way did we intend for this to happen especially to a Prime member like you.

For orders shipped with *** and ***** you can add special instructions to deliver your package through the carrier's website at: ***: ************************** ****: *************************************

If we can't deliver your order, it will be returned to us. After the shipment has an "Undeliverable" or "Return to Seller" scan, we automatically begin processing a refund.

We send an email confirming the return and refund details within 48 hours of the undeliverable scan. In most cases, once a refund has been submitted, the issuing bank will post it to your account within 3-5 business days.This time frame may vary from one financial institution to another.

You can also update this address with the weekend delivery instructions/security code for future deliveries by editing the address in Your Account here:

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

Also as a gesture of apology for your recent experience with us we would like to increase the gift card amount to $20.00. Please let us know if you would like to accept the gift card from our end. Once confirmed we will issue it right away.

We look forward to seeing you again soon.

Regards,

Harasankar.M
Amazon.com
*****************************

I am rejecting the above response because:
As I have clearly stated... you have had multiple issues in the past including legal federal law violations. This has been demonstrated as a pattern from you. If this was a first time occurrence, I would not be escalating my complaint to the BBB. I have asked them to intervene in the hope that we can get you to make changes to your policies without legal actions becoming involved. As I have stated $20 is not even remotely acceptable at this point. Legally i have a loss of $100 that you have not taken accountability for. I am entitled to additional compensation for your refusal to take proper action and the delays in returning the money that is rightfully mine. There is also the fact that your refusal to follow the previously mentioned USC CODE, which is federal law, allows me to claim a minimun of an additional $10,000. I have offered to release this claim on the condition you change your policies and at any time i can audit one of the facilities for compliance of the new training. You also agreed to provide the item so you should be shipping that out immediately. Every day that i am without the item, I am entitled to another $10 in compensation which at this point includes transit time.
In terms of the fact you are continiously referring to the "orginal complaint" I am more than happy to file a BBB complaint for every occurrence that has previously happened, or we can address everything at once here. It will not change the legality of my claims. I believe however we can be most productive by dealing with this all at once under this complaint. I have plenty of screenshots and a witness statement related to every previous issue and there is no doubt this is a pattern of habitual behavior. Drivers for Amazon have testified to the poor conditions. I am more than happy to upload hundreds of screenshots to show everything.
In response to the part that involves **** and ***, I can assure that those carriers actually follow the posted signs and deliver the packages to the parcel guard as they are supposed to. To also top it off, I do not even have to put delivery instructions for them to use the parcel guard correctly. I put the instructions clearly into your system and your drivers still cannot follow it. Your drivers also choose to willfully ignore LARGE POSTED SIGNS that show them where to deliver properly. Therefore, it is clearly intentional and it applies ONLY to AMAZON. I have made the suggestion for changes for than 3 times which is included in the hundreds of screenshots. You have not made the change so now I am going to mandate it. There is no reason your drivers cannot use a parcel guard... let alone leaving packages at the wrong door and even just out on the curb in the parking lot. I also have video footage of your drivers ignoring the signs and *************. Based on the number of different drivers that have delivered, it is clear the problem lies with your training and policies and not the driver themselves.
I am being beyond reasonable given the circumstances surrounding the matter, but unfortunately a small gift card and empty promise will not cut it this time. If you want me to file a BBB complaint for every occurrence please let me know. Otherwise let me know you will address all the concerns in this matter here. But this matter is larger than just this one promise that was broken. Based on the fact that this one occurrence demonstrates a pattern of issues (1 shipment delayed, 2 agents promising compensation for the delay and this was not provided, 3 promising the item to be delivered and then intentionally revoking it.) it is very apparent that either AMAZON has a pattern of violations, or AMAZON is specifically discriminating against me.

Sincerely,

*******************************
Initial Complaint
Date:07/12/2023
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 multiple item worth of around $256.according to Amazon they deliver to my address. Item I never received.delivery email shows picture of delivery. That picture is not my house or front door. Now Amazon is denying refunding my payment as well not willing to deliver my order to my house. When I request call from them they always call me but after talking to me they disconnect phone call.because they dont have answer.as well Amazon rep. ********* rather ask me to make police report. I did police report also on July 11. I want my money back or my items which I paid for needs to deliver to my house.
Business Response
Date: 07/22/2023
Hello ******,

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

I understand your concern regarding police report, in this I request you to contact us through live medium to validate police report.

In case you have any difficulty, please allow our experts team to call/ chat you and assist you at your convenient time.

This way, you can speak to our live customer support team who can definitely apply the appropriate action that we need to take for the issue. Here's how:

1.To Call: *****************************************

When you visit the link above, please do the following to call you at our expense:

1)Select your country.

2)Enter your phone number.

3)Your comfortable time to call you (We're available 24 hours a day, 7 days a week)

It is our privilege to have you as our valued customer & we want to make sure you are always taken care of.

We are available 24 X 7 to help you. We look forward seeing you soon!

Regards,

Harasankar.M
Amazon.com
*****************************
Customer Answer
Date: 07/24/2023

Complaint: 20308874

I am rejecting this response because:I called same way at list 5time after my Police Report filed.wait time is more then 1hour .I spend 6 hours because specialities dep.couldnt v.police report and then they are waiting for closing the report. I really want Amazon to take care of delivering packages to my address not someone elses and since its Amazon mistake please dont tell your client rudely to make police report.why I have to go through all this even its not my mistake.I would say by delivering packages to someone else house Amazon is playing with my privacy.

Sincerely,

*****************************
Business Response
Date: 07/28/2023
Hello Rujuta,

I'm Harasankar 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 your reply. I've checked with the concerned department in this matter.

They've informed us that the police report is not closed yet.

We request you to check with the police department in this matter. Once the police report is closed please contact us so that we can assist you further.

We look forward to seeing you again soon.

Regards,

Harasankar.M
Amazon.com
****************************************;
Customer Answer
Date: 08/01/2023

Complaint: 20308874

I am rejecting this response because:
Not acceptable - Amazon's mistake delivering my items to some one else's house and asking me to do do police report and again asking me to close that report.As a customer i feel that I am puppet of ********************** and when they told me to do police report because they wanted to make sure that I am not lying and now that are asking me to call the police to close the report? I am not amazon's puppet.
last weekend on Saturday some one drop box with item I ordered at my front yard on the lawn in-between 3 pm to 5 pm.which I send the msg to amazon.
Due to my amazon order /delivering some's house my order I believe my privacy is compromising.and I am giving too much my time to explaining everything over and over. I am not in to getting Money back from amazon . but I want to make sure that amazon is at fault and they are not delivering item at right place still they are asking to do all this.

Sincerely,

*****************************
Initial Complaint
Date:07/12/2023
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.
Purchased ***** **** Ties - Returned them to Amazon - they received the January 30 2023 at 7 pm. (Have email from Amazon stating this is when they returned.) May 2023 received email from company through Amazon that they hadn't yet received the ties - I contacted Amazon and they said yes we have the ties we will stop this money from being taken out. June 4 2023 money taken out of my account (*****). Contacted Amazon 5 times since June 4 *************************************************************************************** 3-5 days - they promised me and told me to "rest assured" and "trust me" it's taken care of. **** it is July 12, 2023 and I still have not received my $***** back. I am frustrated and do not know what to do anymore. They are not listening to me and how frustrated I am just trying to get my money back that has been promised multiple times. I need help to get it back!
Business Response
Date: 07/14/2023
Hello *******,

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

I've reviewed your complaint and checked the order in question.

Upon checking the order I see that a refund of $16.99 has been issued to the original payment method on Thursday, July 13, 2023.

Refunds typically gets processed within 3-5 business days from the issue date. You can view details of the completed refund on your Amazon.com account:

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

I hope this information helps. We look forward to seeing you again soon.

Regards,

Harasankar.M
Amazon.com
*****************************
Customer Answer
Date: 07/14/2023
Good morning---
Just wanted to let you know that the claim I filed on July 12 2023, has been resolved. Amazon got right on it and refunded my money. After speaking to 7 employees of Amazon and working on this for a month and half on my own, I'm so glad that I reached out to BBB to help me get this resolved. Thank-you so much for helping me out and getting the right Amazon people on the case. I appreciate it. ***************************
Initial Complaint
Date:07/12/2023
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.
-Date of transaction: Jun 9st 2023-The amount of money you paid the business: $2.00-What the business committed to provide you: Toys kid -What the nature of the dispute is:They keep my account and don't give any reply for violation -Whether or not the business has tried to resolve the problem: When I logged into my account, they said they emailed instructions on how to open an account but I didn't receive any email, I sent them my bank statement, but my account is still on hold.-Account/Order/Tracking number:************************/114-6769834-2338633
Business Response
Date: 08/04/2023
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 2023-08-04.
Sincerely,
********
Amazon.com
=================

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