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

59,422 total complaints in the last 3 years.
21,537 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:Billing 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.
Hello, my Amazon account was closed without prior notice and for reasons that are not consistent or true, they first informed me that they closed my account because it was linked to another account that had previously been closed for breach of rules, which is not true Since I have only had one account in my life, the second email I receive tells me that it is for making too many returns, which is not true either, since I have not made a single return in my life, I have never returned any item, and for Lastly, I am told that they reviewed my account again and that they are not going to return it to me for these reasons mentioned above, this is unfair since I have not done anything of what I am accused of, I received responses that seem automatic and they do not give me the opportunity to talk to a person who can help me, it seems to me something very unfair since according to what they tell me I can't open another account or buy again at Amazon since they are going to close any other new account that I make, this is something very unfair since I have not done anything of what I am accused of
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 #********.
After further consideration, we have decided to reinstate your Amazon.com account. We would appreciate your input about anything we can do to help prevent such issues in the future.
We want your experience shopping at our store to be a rewarding one. If you have any order or account related concerns, please contact our
Customer Service team at the link below: **********************/contact-us
Best Regards,
Victoria,
Escalation Specialist
Amazon.com
*****************************
Customer Answer
Date: 07/28/2023

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:07/12/2023
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.
I write you regarding my Amazon.es (*****) selling account. I've exhausted all communication means with a dedicated team on the *** marketplace so I hope you can help me to escalate my concern.Originally my Amazon selling account was register as an "Individual" type of business. However, on October 20, 2022, Amazon asked me to transfer it to the "Business" type.I registered my company in the *** ("EGORA LLC") for this purpose. I sent documents confirming formation of the company, however, for some unexplained reason Amazon didn't accept these documents.I'd like to escalate this issue since I have a legit business and followed Amazon instructions.So, here is the correct Legal entity information for the selling ********** Legal entity type: Privately-owned business 2) Business name: EGORA LLC 3) Point of contact and beneficial owner (the only owner): ******* *************************************** 4) Business address: ****************************************************************************I attach the next documents to confirm formation of this company:1) Articles of Organization 2) Operating Agreement Please, review the situation and transfer my request to the leadership team. I followed Amazon rules and requests, but I just receive templated responses that I'm not allowed to sell on Amazon.es.
Business Response
Date: 12/06/2023
Hello,
The email address through which this complaint was raised, ************************* is associated with an Amazon account registered in the Amazon ***** store.

We recommend that the seller sends information about this complaint to Amazon through the channels offered to the seller via email or through the sellers Account Health Dashboard in Seller Central.

Thanks,
The Amazon Seller Performance Team
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.
I have been restricted from reviewing items due to having "suspicious activity on my account". When asked for explanation and explaining what I think would be the cause, I did not get any other info. I then was ignored. I THEN found out my restrictions further went along with restricting my IDEA Lists, which, I didn't know was for anything else other than creating another type of list for myself. When asked for explanation of why this occurred all of a sudden and for help to gain access to my items within the lists, I was continuously given a templated message. Absolutely nobody who I've reached out to has helped as I've been sent to the exact same department to contact. Today, I get a message that I have continuously returned in damaged items for a refund and I am absolutely LIVID! I have never sent in or taken advantage of the return policy. I haven't been given ANY evidence to prove their accusations against nor can I get anyone to talk to me about this. It seems that the newest accusation is in retaliation and to shut me out of my account for No Reason!
Business Response
Date: 07/14/2023
Hello,

Thank you for your inquiry. We have noticed some unusual reviewing, rating, or voting activity associated with this account. As a result, we removed all of this account's reviews, and the account is no longer able to contribute reviews, ratings, votes, customer questions and answers, and other related Community content.

Why is this happening?
Customer reviews, ratings, and votes are meant to help customers make informed purchase decisions through unbiased product feedback. Reviews, ratings, and votes that violate our Community Guidelines and our Review policies are not allowed.

This account can no longer contribute content for one or more of the following reasons:
-- Elements of the account indicate a relationship with sellers, publishers, or other reviewers on the reviewed products.
-- Reviews, ratings, or votes were posted in exchange for compensation, such as gift cards, product refunds, review swaps, or free or discounted products.
-- The account requested free or discounted products in exchange for reviews, ratings, or votes.
-- The account was created for the primary purpose of writing reviews, ratings, or votes that violate our policies.
-- An unauthorized party may have accessed this account to write reviews, ratings, or votes.

To learn more about this policy, go to "Community Guidelines":
*****************************************************************************

Has your account been deactivated in error?
If you believe there has been an error, please submit an explanation. Your explanation should include the following information:
-- Evidence or examples that demonstrate that your account complies with our policies.

To contact us about this decision, please reply to this email.

The Amazon Review Moderation team
Customer Answer
Date: 07/16/2023

Complaint: 20309869

I am rejecting this response because:
- The screenshot that has been sent in by the company is not the original reason of my complaint, however, does show that after reaching out to the
*************************************** email address for the original complaint, does show my reasoning for why I feel this particular email from the **************************** was in retaliation. If you'll see in the emails following the companies email that they sent in, the response by amazon explains that instead, they sent that email to understand how to better my shopping experience. After reviewing my account, I have not had returns that would spark concern. Over the past year only, I've returned about 11 products, all which have never been sent in damaged or any other condition in which I've received them, contrary to what the company is claiming. Upon asking for evidence regarding these claims, my many requests have been ignored. Additionally, I'm not sure anymore as to whether this email was indeed in regards to "suspicious returns" or due to "understanding how to better my shopping experience".
Now, back to the original reason for this complaint.. Since 2020, I have received restrictions on my account due to claims that I've made suspicious reviews. Again, I have asked for evidence or a better explanation of why this occurred to better understand what triggered this. I have asked when I realized some reviews were being deleted, yet was given a templated response. Furthermore, it wasn't until the end of 2022 that I realized my Idea Lists were restricted out of nowhere. Upon asking for a reason, I was given the same templated response and nothing more. In said response, there are a few links provided, there is nothing that explains why my idea lists would be restricted from access. Also, as I have tried to email and explain to this team, this specific link that they send in their templated response does not work:
-- Anti-Manipulation Policy for Customer Reviews: ***********************************************************************************
Again, I could not find any reason why my idea lists would be restricted. Along with this, I've reached out to customer service on SEVERAL occasions to try and find a reason or solution to gain access to my idea lists so I could grab the items I've saved on these lists, even the customer service support representatives that I've reached out to over the course of these 3 years have no idea as to why this would be a restriction either, and nobody can seem to figure out a resolution. (I never knew these were used for anything other than another list to create for my personal use). I currently have a customer service rep sending in an appeal upon my behalf to try and sort this issue out.
Lastly, I have also been ignored by the appeals-******************************* team on several occasions when asking for evidence or a reason for their decision to restrict my account, or when I have explained that I believe this decision to be in error. It is obvious someone reads these messages, and chooses how to respond.
I would like for everyone to know how impossible and unfair the Amazon company handles customer's issues such as mine, and despite your response or explanation given, it will not matter. I would like everyone to know that anything that a customer writes in will not be heard and will be dismissed as mine has.
Due to these issues, I have lost access to years worth of saving items to purchase for my family for Christmas, birthdays, etc. I have been unable to look back at products I found inspiring or used as a personal goal to eventually purchase when I was financially able to.
Please let me know how I can provide more evidence or screenshots of all the emails.

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 placed an order on amazon website, the order number is 114-5237186-0144241. It was said delivered in July 1, while I didn't get anything. I tried my best to contact the third-party seller, amazon customer service and ****** But none of them were helpful. ***** said only the shipper can claim a lost. The seller refused to take action, since if he claimed, the tracking status will change, then I will get my refund and leave him with the trouble. And amazon choose to support the seller, since the shipping status said delivered. My refund request was declined by their a-z team, twice. It was a frustrating situation for me. I paid $467 but get nothing, and they kicked me around. ***** asked me to contact the seller, the seller ignored my request, and amazon didn't do anything, which disappointed me the most. Tracking information said delivered while the customer didn't get the package, is it never happened in ***? Also, amazon associate told me, the only way for me to get a solution within their system is go to police. report a stolen, they will give me refund. Which I did, but policeman said I need to contact ****** get proof of delivered first, so they can confirm it's not the driver didn't do his job. I attached the so-called proof of delivery in the document. You can see signature image is available but still need the seller to do his part. Another endless loop for me. Here I testify: I never receive the package, the ***** driver forged a signature as they sometimes did to save the time to find recipient. SSHEN is not my name. I would like a quick refund, not being kicking around anymore. thanks.
Business Response
Date: 07/13/2023
Hello,
We have reviewed order details and decided to reverse our original decision and ***** the claim in customer's favor. On this order, customer has now received a total refund of $467.07 back to their original payment method.
If customer has paid with a credit or debit card, the refund may take a few days to appear in their statement. If they paid with an Amazon Gift Card, the refund will be credited to their Amazon account.

Sincerely,
A to Z Guarantee Team
Customer Answer
Date: 07/17/2023

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.
I received my refund now. And If the amazon team like, they can call New ********************** -**************, number ***************, to acquire a police report about the package lost. Tell the operator the reporter's name is ***************, he will provide a reference number.
Thanks for the quick respond. I hope this kind of trouble won't happen again.

Sincerely,

***************
Initial Complaint
Date:07/12/2023
Type:Delivery Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am an Amazon Prime member and placed ORDER # ***-4094676-8299441 on July 11, 2023. The delivery said Prime 2-day shipping and was expected to be delivered on July 13, 2023. The email confirmation stated the item would arrive on July 13, 2023. See the supporting document. My card was charged on July 11, 2023, which indicates that the item was shipped, per Amazon policy. However, when I checked my Amazon account, it showed the item as not being shipped but scheduled to arrive on July 13th. As of July 12, 2023, the item now says it will come on July 14th, one day later than the advertised shipping date. I called Amazon, and the rep told me the item was shipped from overseas and would not arrive until July 14th. I explained that the site advertised July 13, 2023, as the delivery date, and they knew the shipping origin and my address. I placed the order based on what was advertised to me. I need the item on Thursday, and the change in the delivery date will not work for me. I asked for a refund. The rep stated the system wouldn't allow her to cancel the order. A different rep took over the call and said I had to wait until the merchant received the item back, and the merchant would then issue a refund in 3-5 days. I expressed that the merchant did not follow Amazon's policies by falsely advertising Prime 2-day shipping, charging my card before shipping the item, and now I have to wait 3-5 days for a refund. I asked the rep to cancel the order and issue a refund. She said she couldn't cancel the order or issue a refund at the time. I want a refund.
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 did not receive your item Heavy Duty Utility Collapsible Wagon with All-Terrain 4in7in Wheels,Load 330 Lbs,Portable 150 liter large capacity.

I apologize for the inconvenience that you have experienced in this case. I've forwarded this feedback to the appropriate team for further review on it.

Upon checking I see that the package is returning to seller and the refund of $114.83 has been refunded to your original payment method. 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.

I've issued a $10.00 promotional certificate to your Amazon.com account for any inconvenience , which will automatically apply the next time you order an eligible item sold and shipped by Amazon.com.

Your patience and understanding are greatly appreciated.

Regards,
Pratap

Customer Answer
Date: 07/19/2023

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:07/12/2023
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,

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

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