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

58,737 total complaints in the last 3 years.
21,920 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:05/09/2024
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.
TBA191878447000 tracking number
Business Response
Date: 05/10/2024
Hello,

I'm ***** from Amazon.com.

I'd love to help, however, I wasn't able to find the order you asked about on your message. For your account's protection, we're only able to provide account and order information when we can confirm the request is coming from the account holder through the email address on the account. We'd request you to please help us with the order number related to your purchase.

If you still need help, please contact us again by visiting our Help pages (**********************************), select the "Need More Help?" link and click on "Contact Us." Be sure to contact us from the email address on the account used to place the order.

We look forward to seeing you again soon.

*****
Amazon.com
*****************************
Customer Answer
Date: 05/11/2024

Complaint: 21688287

I am rejecting this response because:I want a reship at no cost since thats what I was promised in writing by your agent !

Sincerely,

***********************
Business Response
Date: 05/11/2024
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 BBB complaint and I sincerely apologize for the inconvenience and frustration you've experienced with your recent order of "LG White **** Inverter Portable Air Conditioner". Your feedback is invaluable to us, and I want to assure you that we take this matter seriously.

I understand that your attempt to resolve the issue by reaching out directly resulted in further disappointment when your concerns were not acknowledged for a refund. This falls below our standards, and I want to assure you that we are investigating this matter thoroughly with our Logistics team to prevent such instances in the future.

To rectify this situation, We have already issued a full refund of $532.49 on May 08, 2024. You should see this reflected in your original payment card within 3-5 business days..

If there is anything else we can do to make amends or assist you further, please do not hesitate to reach out. We are committed to regaining your trust.

Regards,

*****
Amazon.com
*****************************
Business Response
Date: 05/13/2024
***********************,

I'm ***** from Amazon.com, and I appreciate you reaching out to us.

I'm writing to confirm that a full refund has been issued for your order. Since the refund has already been processed, we are unable to create and send out a replacement order.

Unfortunately, we're unable to honor both refund and the high value product. I'm sorry for any confusion or in case if you've received incorrect information. We shall look into the contact logs and take corrective actions. We kindly request that you place a new order for the "*************** Dual Inverter Portable Air Conditioner."

Thank you for your patience and understanding.

Best regards,
*****
Amazon.com

Customer Answer
Date: 05/14/2024

Complaint: 21688287

I am rejecting this response because:agent promised refund as well as my account bring delivered didn't happen

Sincerely,

***********************
Initial Complaint
Date:05/09/2024
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.

Complaint: 21688197

I am rejecting this response. Then refund me the fee i paid for annual amazon prime. I did not get what i paid for.

Sincerely,

***************************
Business Response
Date: 05/25/2024
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 5/15/2024.
Fund in your account (if any) will not be disbursed.
Sincerely,
*********
Amazon.com
Initial Complaint
Date:05/09/2024
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.
Search your item. 3k results. But everything is so cluttered and messy you have to click and read each individual item to figure out what's best. Few useful filters. How bout price low to high? Erases 2.5k results. Huh? Want some sneakers? Unless you somehow find the actual storefront for the brand without inputting the link, you're probably buying fake. Amazon doesn't care to check or tell the difference. Happened to me when ordering with a medical supplies store! **** doesn't even have a storefront anymore. Now you finally found something you think you like based off the top part of the product page you clicked. Good luck getting through all the clutter and false contradicting info on the rest of the page to see if you're making a valid purchase. Wanna see some reviews ay? *****, they're all fake and videos are in 200p. $5 coupon? Add to cart. Wait why is there a timer on my cart or else the coupon will go away. Could've literally just waited to add it to my cart but instead you have to annoy me for no reason. I have prime. I want prime delivery. Why is the slower always auto checked? Forget to change it and have your package come in double time. When it's not delayed. Sometimes they're not even in line with the carrier. I'll have had prime for 1/2 year by June. Less than 40 orders. 5 delayed. Almost 20% of my orders delayed! I've had 3 other orders with locker problems. Now we're over 20%. Try again tomorrow x2 because the systems not updated, try again tomorrow because the lockers jammed, wake up and the package was picked up somehow. Deliver without locker, they leave the package out in the lobby for anyone, even with instructions. **************** wasted 4 hours of time total and not once did they actually DO anything. Just try again or transfer. I'm told to wait 2 more days to reorder so they can see if refunds available since they don't have the option yet. Why get prime? And never compensated any time or delay even once. Me and my family going full to ****
Business Response
Date: 05/10/2024
Hello,

I'm ***** from Amazon.com.

I'd love to help, however, I wasn't able to find the order you asked about on your message. For your account's protection, we're only able to provide account and order information when we can confirm the request is coming from the account holder through the email address on the account. We'd request you to please help us with the order number related to your purchase.

If you still need help, please contact us again by visiting our Help pages (**********************************), select the "Need More Help?" link and click on "Contact Us." Be sure to contact us from the email address on the account used to place the order.

We look forward to seeing you again soon.

*****
Amazon.com
*****************************
Customer Answer
Date: 05/10/2024
Which order number do you want. Amazon has every single record saved.
Customer Answer
Date: 05/10/2024
113-9374595-8279414
113-4510341-2177802
These are the 2 most recent orders with issues. The 1 on top is the 1 that said the locker was jammed and then was magically picked up overnight. I had to wait till today to try and get a refund and the item is now out of stock.
The bottom order has been delayed, I think, because it shows that on the app but when talking with chat support they said the carrier said it would be here on time but their app wasn't connected well. Funny
I'm not going through all my orders to find the other 6
Business Response
Date: 06/04/2024
Hello *************************,

I'm ***** from Amazon.com. I thank you for taking time in writing back to us with the order information that we requested.

Upon checking the orders, I found relevant refunds were issued -

Order #XXXX9414 $4.32 USD refunded
Order #XXXX7802 $10.88 USD refunded
VELOGK Super Fast ********** Charger

We request you to please clarify if any action is pending from our end on the above orders. Kindly mention names of the items.

*****
Amazon.com
*****************************
Initial Complaint
Date:05/09/2024
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I placed an order with Amazon on April 23rd for folding barstool chairs. I ordered 2.When they arrived I realized they would not work so I contacted Amazon to start the return process. They issued me 2 QR codes for each packed chairs and was told that a refund would be issued in 2-4 hours after Amazon received the returned merchandise. So I took both packaged chairs to the *** store for drop off as Amazon instructions say. The *** clerk scanned both QR codes and gave me a receipt with a 2 separate tracking numbers. Several days later I checked both tracking numbers on *** and learned that in fact both items were delivered to Amazon on April 30th. So I notified Amazon on chat to ask were my refund is( I requested that it be placed on their gift card) they kept saying that the system is saying it's still in transit. Well that's obviously incorrect because *** is showing delivered. The kept telling me to wait 7 more days. So I kept going back and forth for days with no resolution. Finally on May 26 Amazon refunded me for only 1 chair and received it in 2-4 hours on my Amazon gift card. But they forgot about the 2nd chair. As of now I still can not get anyone to refund me for the other chair. They acknowledged that they did receive both chairs and that I was refunded for only one, but telling me that the system won't refund me for another 2 weeks. I have been lied to from several Amazon agents telling me they refunded me for the 2nd chair and promised it would be there, but it hasn't. I am clearly being lied to because different people are telling me different things. I just want my money back for then2nd chair that they received back.
Business Response
Date: 05/10/2024
Hello,

I'm ***** from Amazon.com.

I'd love to help, however, I wasn't able to find the order you asked about on your message. For your account's protection, we're only able to provide account and order information when we can confirm the request is coming from the account holder through the email address on the account. We'd request you to please help us with the order number related to your purchase.

If you still need help, please contact us again by visiting our Help pages (**********************************), select the "Need More Help?" link and click on "Contact Us." Be sure to contact us from the email address on the account used to place the order.

We look forward to seeing you again soon.

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

Customer Answer
Date: 05/10/2024
Here are screen shots of the many conversations I've had with Amazon associates concerning my refund for the returned item. Each person told different things every time. All confirming that they will refund me and I never have been. I spoke to someone again and they said it will take up to 30 days to receive the other refund of the return, even though they have it. I was told they processed only 1 of the 2 chairs that's why i only was refunded for only 1. Which is BS because they were both received at the same time. They were all rude and disconnected from chat because they knew they were wrong. I was never rude as you can see from the screenshots. I was even hung up on over the phone! Amazon even changed my order history to look like I never returned them. I no longer have a pending or return completed on my account*see pic* it's telling me that i can return them by May 25th. Why did they change that from pending to this? They just need to refund me because at this point they all have been lying and they all have confirmed that they have both chairs and have acknowledged i was only refunded for just 1 chair.
Customer Answer
Date: 05/17/2024
I finally received my refund. Thank you
Initial Complaint
Date:05/09/2024
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 MAY 09 2024 I RECEIVED MY DELIVERY OF A CASE OF CHERRY 7UP. ALL THE **** WERE DENTED AND LEAKING. I CONTACTED CUSTOMER SERVICE AND I WAS INFORMED THAT BECAUSE I ORDERED WITH MY EBT CARD I AM NOT ENTILED TO A REFUND OR REPLACEMENT.I ASKED TO SPEAK TO A SUPERVISOR AND I WAS DENIED. I WAS TOLD THEY WILL NOT TRANSFER ME TO A SUPERVISOR BECAUSE THE SUPERVISOR WOULD TELL ME THE SAME.THE ORDER NUMBER IS 113-4513614-1927463 $9.99 FOR CHERRY 7=UP AND $2.99 FOR SHIPPING AND HANDELING EVEN THOUGH I AM A PRIME MEMBER I SILL WAS CHARGED SHIPPING AND HANDLING BECAUSE I USED MY EBT CARD. I AM A DISABLED INDIVIDUAL IN A WHEELCHAIR. I ORDER MY GROCERIES FROM AMAZON ALL THE ***** BECAUSE OF THIS INCIDENT I WILL NO LONGER ORDER FROM AMAZON UNLESS THIS MATTER IS RESOLVED WITH A POSITIVE OUTCOME!!!
Business Response
Date: 05/10/2024
Hello ****,

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

I'm sorry for the trouble you've had with your 7UP cans.

I've researched and see we've already issued a refund for them on May 09. Since the order was paid for by EBT card, $12.98 will be returned to your EBT balance in 7-10 days.

You're welcome to dispose of the item at your convenience.

Thanks for your understanding.
Initial Complaint
Date:05/09/2024
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.

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory. I do not understand why I had to file a BBB complaint just to get my refund. Why couldn't they approve it when I called them?

Sincerely,

***************************
Business Response
Date: 05/10/2024
Hello ********,

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

I'm sorry to hear that you haven't received the package yet.

I've checked with our concerned teams and confirmed that the item was lost in transit. To make this right for you, I've requested our concerned teams to issue a refund for the item as soon as possible. To compensate for the delay, I've issued a $10.00 gift card to your account. Your funds will be available for use after 2-3 hours. You can view your balance and usage history in Your Account here:

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

Your gift card balance will be automatically applied to your next eligible order. If you don't wish to use your gift card balance, you'll see an option to choose whether you'd like to "Use your Gift Card or Promotional Balance" on the "Select a payment method" page. Any unused gift card balance will remain in your account until it's applied to an order. This option is not available for 1-click orders.

To learn more about using your gift card, visit our Help pages:

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

Thanks for your understanding.
Initial Complaint
Date:05/09/2024
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.

Complaint: 21687766

I am rejecting this response because:here is the Order#***-8764307-6248234 tracking#**********************.
Why is this so complicated?The package was damaged,and 'm out $85.00.Why are you stalling on giving me a refund.
This is unfair.You have all the information you need.I'm done with Subsctribe and Save.Evdery month there's missing items.
Tired of having to beg you refund money I've already spent.*****************************

Sincerely,

*****************************
Business Response
Date: 05/11/2024
Hello *******,

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

I'm sorry for the trouble you've had with your recent package.

I've researched and see that incorrect order number was provided. I'd request you to provide the correct order number so that I can look into this further and resolve this issue for you.

Thanks for your understanding.
Business Response
Date: 05/14/2024
Hello *******,
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 already issued a refund for all the mentioned orders. You'll see the refund on your bank statement within 3-5 business days.

We hope to see you again soon!
Customer Answer
Date: 05/14/2024

Better Business Bureau:

Hello,Amazon has refunded me for all the items that were damaged and were undeliverable.Im pleased with the results and consider the matter closed.I thank you for your assistance in this .*****************************
Initial Complaint
Date:05/09/2024
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 April 20th 2024, I purchased **** Racing (M-9593-LU80) 80 LB/HR Fuel Injector Set for $199.86 through Amazon listed as "used:very good". The injectors that were shipped to me in the **** Racing (M-9593-LU80) 80 LB/HR Fuel Injector box were NOT the correct injectors. They did not have a blue tip. They had a black tip with brown o-ring. On the day I received them, April 24th, I initiated a return on Amazon.com for refund to the credit card that was charged. The return was shipped April 26th and received by Amazon on April 29th. After 10 day I contacted Amazon by phone. I talked to a woman who said I had to send a copy of my ID to get my refund. I requested a supervisor so she transfer me to ***** who said his ID was **************. He said they would steal my money if I did not send a copy of my ID. I literally asked are you going to steal my money if I do not send a copy of my ID and he said YES. I repeated it and he confirmed that yes they would steal my money. I have ordered a ton of stuff from Amazon and shipped it to the same address and used the same CC number for at least 15 years. They are refunding to the CC they charged. They have continued to sell and ship to me in the mean time. There is NO way that my identity should be at question. The return was initiated through my Amazon account and they received the returned item. They will not even give me account credit. ********************** Warehouse has a problem selling things that are not what they claim they are. I rarely make any returns to Amazon other occasional returns for sizing or maybe damage. On the other hand I have had a number of problems with thing I have purchased through Amazon Warehouse. Again *****, the customer service manager, said ********************** would STEAL my $199.86 if I do not send them my government ID.
Business Response
Date: 05/10/2024
Hello,

I'******************* 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 email regarding an order placed on our website.

Upon reviewing I can see that our specialist team needs to verify your identity before we can consider your request for a refund or replacement. We may also request additional information before granting your request.

Amazon takes all security-related matters very seriously and your account security is our top priority. We have policies and security measures in place to ensure that your personal information remains secure.

Once submitted, our team will review and get back to you with an update on refund for the mentioned order.

I've also forwarded a relative feedback to our business team regarding your experience and they will be reviewing this further.

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

Thanks for your understanding.
Customer Answer
Date: 05/10/2024

Complaint: 21687647

I am rejecting this response because: Before rejecting the response I called Amazon to try to resolve the issue. They try to make it sound like it is standard policy to require an ID for a refund to protect the customer from fraud. Obviously there is no need to have a third party verify my government issued ID when the refund is being made to the credit card on file that was used for the purchase. The shipping address and credit card has been on my account since 2008. ********************** has continued to let me purchase items with the same CC and ship to the same address since the return was initiated. After talking to another customer service rep and supervisor it appears I was flagged because I didn't return the correct item. Duh. That is because they NEVER sent me the correct item. When I initiated the return I clearly stated that I received a box labeled as the correct item but it contained junk injectors. The product was sold through Amazon Warehouse described as "Used:Very Good" condition. They were NOT as described. They were random junk injectors and very used. That is why I returned them and clearly stated so. I initiated the return as soon as I received them. Someone obviously did scam Amazon by purchasing new injectors and then shipping their junk back to Amazon and then Amazon resold it through Warehouse to me. And in all their brilliance Amazon thinks that after 220+ purchases in 2023/24 I am going to pick<$200 used injectors to scam them out of. These injectors sell for $600+ new. Again Amazon **************** Manager ***** says ********************** will steal my money if I do not provided an ID. ***** claimed it was a recorded call. So you can verify that ***** said AMAZON WILL STEAL MY $199.86 if you check the return request call back made at 3:08AM CT on May 9th, 2024.

Sincerely,

W *******************
Initial Complaint
Date:05/09/2024
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.
Resolution Date 04/18/24 Description AMZN MKTP US*RH0OZ73V1 AMZN.COM/BILLWAAmount $54.84Dispute # *********F ORDER PLACED March 22, 2024 TOTAL $54.84 SHIP TO *********************** ORDER # ***-1963899-7989021 View order details View invoice This order was never delivered. I disputed the charge and reordered. The second order came, but I paid twice. The first order never came and I was notified that it was left in a locker. No key was ever left.
Business Response
Date: 05/23/2024
Hello,

We have denied the customers request for a refund of USD ***** on order 111-1963899-7989021 as this order was successfully delivered to customer's requested address under **** tracking# 9361289713028676734200.
However, customer also raised a chargeback dispute on this order which is still pending with their card issuer. Kindly request customer to check with their card issuer for more information with regards to this transaction.

Sincerely,
******
Amazon.com
Initial Complaint
Date:05/09/2024
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.
On July 14, 2022 i purchased Sun *** MJ408E-Pro lawn mower through Amazon Order# ***-5927623-7263433 by ********** manufacturer with 2 year warranty for replacement. On March 07 product stopped working on March 14th open several cases with Amazon & reported product defects. Manufacturer stated that this model product was discontinued & can be replaced with the MJ408E, but manufacturer is OUT OF STOCK!! They offered to place me on product waiting list for replacement or store credit. I've explained to Amazon 7 different times that ********** replacement are out of ******************** doesn't have any products to replace defectiveproduct sold. ********** Distributors show out of stock & several distributors have file lawsuits against snowjoe/sunjoe for breach of contracts on product production. Sunjoe has no production for replacement for consumers & are lying to consumers having them wait for replacements not been produced. They haven't fulfilled any warranty replacement to consumers & are offering store credits where there's no products to purchase on their website.. They are not offering to fix or ship label to return product for repairs. ********** says Amazon purchased their product ****************************** is responsible for the refund on defective product sold by Amazon distributors. I need a refund to replace defective lawn mower that Amazon sold that's no longer in **************** *** store Distributors is not honoring 2 year warranty replacement.
Business Response
Date: 05/09/2024
Hello,

I am ******** 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 the refund/replacement request for your lawn mower order. I'm sorry for the inconvenience caused.

Since the order is past the applicable return window, we request to please contact the manufacturer however as you mentioned the manufacturer is redirecting back to Amazon, I request you to please help us with their copy of the email where they confirmed this so that I can reference it to concerned team and help you further.

Please feel free to contact us directly by replying to *********************************************** if we can be of further assistance.

We look forward to seeing you again soon.

Best regards,
********

Amazon.com

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