Complaints

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

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  Amazon.com

  202 Westlake Ave N Ste 2 Seattle, WA 98109-5264

  
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  Amazon.com

  2020 Joe B Jackson Pkwy Murfreesboro, TN 37127-7792

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  Amazon.com

  1155 Worldwide Blvd Hebron, KY 41048-8648

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  Amazon.com

  1 Centerpoint Blvd New Castle, DE 19720-4172

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  Amazon.com

  4255 Anson Blvd Whitestown, IN 46075-4412

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:07/01/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  amazon offers pre orders on items i specifically buy vinyl records. amazon has engaged in NOT HONRING the pre orders. items are available and in stock but the prices have increased. the pre order sit unfulfilled and amazon customer service refuses to ship the items which could result in them never being sent to **** have three orders as of today that i must now cancel and reorder at a higher price hoping amazon will refund me. Order# ***-1782101-5872220 ORDER # ***-8960160-6281815 Order# ***-3182006-4965007 amazon must be stopped from offering these pre orders if they are unwilling to fulfill them as this is false advertising.

  Business Response

  Date: 07/03/2023

  Hello ******,
  
  I am ****** from Amazon.com. I am writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I have provided the BBB with a copy of this message.
  
  I sincerely apologize for the inconvenience caused with the pre-orders placed on our website that aren't processed as scheduled.
  
  I've passed the details of the incident to our internal team as a strong feedback to prevent something like this from recurring.
  
  With regards to the orders placed, I see that the orders were cancelled and you re-ordered the items in a new order ending in #**** placed on July 1, 2023. I see that this order with two shipments were already shipped out to get delivered by July 3 and July 6, 2023 respectively.
  
  I see that you have incurred $4.92 extra (excluding taxes) for the items re-ordered on July 1, 2023.
  
  Though the option to price match the items isn't available, to help you with this, as an exception, I've applied a $10 promotional credit to your account that will automatically apply the next time you order an eligible item sold and shipped by Amazon.ca and does not require a claim code. Note that promotional credits are one-time use credits and, once applied to an order, are non-refundable.
  
  Your promotional balance doesn't appear in Your Account, but will always display at checkout when you place an order through the Shopping Cart for an eligible item shipped and sold by Amazon.
  
  The promotional credit doesn't apply to items offered by other sellers on the Amazon.ca website and won't cover the shipping costs or any applicable tax of an order.
  
  For more information about promotional credits, including the terms and conditions of use, go to:
  *****************************************
  
  I hope this helps. Have a great rest of the day!

  Regards,
  
  ****** K
  Amazon.com
  *****************************

  Customer Answer

  Date: 07/14/2023

   
  Complaint: 20263673
  
  I am rejecting this response because: THE SYSTEM IS STILL BROKEN!  orders:ORDER # 701-3603575-2507420
  ORDER # 701-4306177-4151417  and NOW IN STOCK BUT HAVE NOT SHIPPED TO ME! THIS HAS RESULTED IN A DELAY IN RECEIPT OF THE ***** AS THEY SHOULD HAVE ARRIVED TODAY! Amazon is engaged in deceiving customers and in false advertising. again, i demand the pre order system be stopped or that amazon honor the pre order agreement and ship items when they have received them. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:07/01/2023

  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.

  Paid ****** I Requested return from 3rd party from Amazon purchase on 26th of June at 1:31pm. On the 27th I contacted amazon again and the lady said she would contact the 3rd party for me and send them a message to get a label. I then was told by a different amazon rep named ***** that I have the conversion from that I will be fine in the return window. I did not hear anything from the company within 48 hours. I filed a a-z claim claim after 48 hours due to 3rd party not sending return label. Then told it would be refunded by two employees on Wednesday the 26th, and another employee on the 27th, contacted them today and they are saying no refund was issued. That I need to contact the company again. Now Im being told to contact the seller again after I have already contact the seller and they did not provide the return shipping label needed to send the product back. Now I was told to contact the company when I already did and no one answered. Third time the company has been contacted yet Amazon says the seller is trying to work with me. They are obviously not.

  Business Response

  Date: 07/04/2023

  Hello,
  
  Seller of the Order 111-8884631-0333054 has provided return address to buyer to return the item for refund.
  
  As this return isn't a result of an Amazon or the third party sellers error, buyer will be responsible for the cost of return shipping, as well as any restocking fees that *** apply.
  
  The A-to-z Guarantee claim has been temporarily withdrawn. If the return reaches the seller and buyer does not receive refund, claim will be reopened and buyer assisted further.
  
  Sincerely,

• Initial Complaint

  Date:07/01/2023

  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 am writing to escalate my complaint id: *********** and *********** that I submit via report abuse feature in my SC. But Amazon support doesn't bring their attention, regarding a competitor on your platform, brand "Ahwhg," and their unethical business practices. As a loyal customer and seller on **********************, I believe it is essential to address such issues to maintain the integrity of your marketplace.I have recently discovered that "Ahwhg" is engaging in deceptive tactics to manipulate their product reviews. They have been offering a $30 gift card in exchange for a 5-star review on their products, thereby compromising the authenticity and reliability of customer feedback. I have personally experienced this unethical behavior when I placed a test order (#***-3215171-5725860) and received a postcard from the seller, explicitly requesting a positive review on Amazon in exchange for the gift card.Moreover, I have conducted extensive research and found numerous customer reviews where they have highlighted the seller's attempts to bribe them through the same postcard strategy.List of abusive reviews by the brand evidence:1.**************************************************** 2.**************************************************** 3.**************************************************** Attached to this letter, you will find screenshots of these reviews, along with the postcard I received as evidence of their fraudulent activities. It is worth noting that this is not the first instance of such misconduct by "Ahwhg," as their merchant ID, "**************," has previously been suspended due to similar violations.I kindly request that Amazon's leadership investigate this matter promptly and take appropriate action against the brand "Ahwhg" and the abusive ASINs mentioned in my previous correspondence (ASINs: B0BD77SGHV, B0BYNZTW4P, B0BLYYNN2X).With Prime Day approaching, it is crucial to ensure a fair and trustworthy shopping experience for all Amazon users.******* ******************

  Business Response

  Date: 07/03/2023

  Hello ****/SELF PRO OFFICIAL, 

  Thank you for informing us that one or more of the customer reviews for Ahwhg New Anti Barking Device, Dog Barking Control Devices, Rechargeable Ultrasonic Dog Bark Deterrent up to **** Ft Effective Control Range Safe for Human & Dogs Portable Indoor & Outdoor (Blue) may violate Amazon's Community Guidelines.
  
  We will investigate your report and take the appropriate actions. While we cannot share any additional information about any actions we take, we appreciate your help in ensuring other customers are empowered to make informed purchase decisions with authentic customer reviews.
  
  If you would like to learn more about Amazon's customer review policies, please see our Community Guidelines (*****************************************************************************).
  
  Amazon Review Moderation team

• Initial Complaint

  Date:07/01/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I went to redeem a gift card that I received from one of my students and a message popped up that it had already been redeemed. So I contacted customer service and chatted with an agent. I gave him all the information about my gift card - claim code, serial number and order number. He checked into it and said that it in fact had been redeemed by someone else (probably another teacher in my building.) He asked if I could contact the student to see what happened but I do not have access to that information. He looked into the order number and stated that 3 of the 9 cards have been redeemed. So he told me that he would take care of it - that in 3-4 days that I would be able to redeem the code. I tried at the end of this week to redeem the code but it still wont work. So I contacted customer service again and the new agent that I talked to (after explaining all of this again) said that there was nothing that she could do for me - that since it has been redeemed by someone else that Im out of luck. Now I wouldnt be so mad if they told me this the first time, but the first person I talked to said that he could fix it for me. I am a teacher, I dont make much money and when I get gift cards from my students they go a long way for me buying things for my classroom and I could really use the $25 that I should have received on this gift card.

  Business Response

  Date: 07/04/2023

  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 apologies for the inconvenience caused with our representative. We'll make sure any misses are coached, as we continue to work hard at improving our customer service even more. We definitely want to make sure all of our customer service associates always assist you appropriately.
  
  Further, I've reviewed your Gift card and can confirm that it is already redeemed on a different account.
  Unfortunately, we will not be able to take any further actions on it.
  
  Please feel free to contact us directly by replying to *********************************************** if we can be of further assistance.
  
  Regards,
  *****
  ***********************************
  

• Initial Complaint

  Date:07/01/2023

  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 moved and needed to order some items. Since I just moved, my actual address and billing address were different so amazing put my account on hold. I send them everything that they had requested and always got the same response. My info was not good enough. Apparently I was unable to proof that I had the authority to use my own debit card. So I called to ask what exactly they were looking for to resolve the problem. The first 2 times i was told to just open another account, which I did and they put it on hold because it was associated with another account that was on hold. There suggestion made my situation worse. Do I called again, they were very rude and refused to help me on the phone. At this point, all I want is to close my accounts, wich they refuse to do because they have to be active to close.

  Business Response

  Date: 08/11/2023

  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.

• Initial Complaint

  Date:07/01/2023

  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.

  I ordered a pressure cooker (new) a few weeks ago. It came in its original box with handle on the box broken. I stored my orders until needed. When I opened and attempted to use the pressure cooker its metal surface was lose and it did not balance on a plane surface. Wiring visible at the bottom.I asked for a replacement and it was denied because I was several days late, beyond the 30 days limit to return or exchange, BECAUSE OF HEALTH ISSUES. A few days will not alter considerations for health implications of a cooking device, it seems. However, that defective pot could have hurt me. I am an Amazon customer, **********************, for a long time. To exchange a defective pressure cooker is nothing for Amazon. For me, dura lex sed lex, it is my hard earned money. I am a senior with disabilities and need some help here.

  Business Response

  Date: 07/02/2023

  Hello ****************************,
  
  I'm Arun 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 understand your concern regarding the issues with the cooker order.
  
  I apologize for the inconvenience. 
  
  Upon checking, there is no replacement option for this order as its out of return window. 
  
  However, I can make an exception for the return even out of return window but you'll be charged for the restocking fee of $21.80. 
  
  Also, there is no return pickup for this order, the only option is a dropoff at the *** store. 
  
  Please confirm and I'll assist you further. 
  
  Unfortunately, this is the only option I've got for the order. 
  
  If there was any other alternative, I would have surely helped. 
  
  Please feel free to contact us directly by replying to *********************************************** if we can be of further assistance.
  
  Regards,
  Arun
  
  Amazon.com
  ***********************************

  Customer Answer

  Date: 07/06/2023

  Amazon's offer is not cool but I need to return the problem they sent me. So, I accept it.

  They are charging $21.99 to re-stock and hopefully will reimburse my money to my credit card.

  I am waiting for mailing lables.

  I am not satisfied but I will agree with that to avoid wasting time.

  
  

  ----------------------------
   

  ************************, EDD, LMSW

  AA Catholic/Christian Counseling

  *********, ******** 48106
  

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

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

  ------------------------------------------------------------
  This communication is confidential. 

  Don't forward or reproduce without written consent.   

  "Addiction is giving up everything you have achieved for one bad thing. Recovery  is giving up one bad thing for everything life is all about." Anonymous. 

• Initial Complaint

  Date:07/01/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I got 2 emails from Amazon both attached. 1 said the item was available at lower price but it did not say available for that dah only. The other says $10 off if I pick up from amazon pick up location. Both did not work. I called them and the 1st person was rude and hung up. The 2nd person was nice and offered to give me $20 credit on future purchase on items purchased that were sold and shipped by Amazon. I don't want to be restricted to items sold by amazon. Amazon sent an email that they did not send me the email when I forwarded the email they said it's valid for that day only. I don't want credit for future I want it now. I want Amazon to put rcredi $13.75 to my credit card. I am now ordering the item that they are not giving me at lower price and getting it delivered to my home. But I still want $13.75 refunded to my credit card. Its a matter of principle with me. I am a senior with limited funds. I just ordered stuff and could have used $10 off for pick up on that but I was not able to.

  Business Response

  Date: 07/03/2023

  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.
  
  Thank you for sharing images. We are sorry to hear that the promotional offer wasn't applied on your Order.
  
  Upon reviewing further, I can confirm that our representative has already added $20 promotional balance on your account to redeem on next Order for eligible items Sold and Fulfilled by Amazon.com

  Please review to the **mail sent on Friday, June 30, 2023 at 7:30 AM (PDT)
  
  Please feel free to contact us directly by replying to *********************************************** if we can be of further assistance.
  
  Regards,
  *****
  ***********************************

  Customer Answer

  Date: 07/04/2023

   
  Complaint: 20263064
  
  I am rejecting this response because: Amazon did not bother to read my complaint where I did say that amazon is giving me $20 to be used for an item sold and shipped by amazon.  I do not want that I want the amount of $13.75 credited to my card.   I should not be forced to buy items sold and shopped by Amazon.  They sent me an email "we found something you might like" at a lower price. First, they said they did not send any such email and asked me to forward it and I did but I still didn't get it at the cheaper price.  To resolve this Amazon has to honor the emails the send.  Just because they are a big corporate foes not give them the right to fool us small people.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:07/01/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ended my Prime membership a couple weeks ago. Today I was placing an order on Amazon.com and at checkout I was offered a free trial month of prime. I accepted and placed the order. I checked my card on file and I was charged for the membership.I contacted Amazon customer service and was told I previously had a prime account.? Anyway these offers should not be made available if they are not going to be honored. A lot of people probably get billed for this practice unknowingly. Perhaps this is also an FTC concern.

  Business Response

  Date: 07/05/2023

  Hello *******,
  
  I'm Pratap from Amazon.com. I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I've provided the BBB with a copy of this message.
  
  I am so sorry to hear of the issue you have shared with us that you did not receive free trial month of Prime.
  
  I've forwarded this feedback to the appropriate team for further review on it. 
  
  If you haven't been an Amazon Prime member in the last 12 months, you can sign up for a free trial. 
  
  Upon checking I see that you were subscribed to Amazon Prime membership in the last 12 months. Hence you are not eligible for Prime free trial.
  
  Thank you for your patience and understanding. 
  
  Regards,
  Pratap

  Customer Answer

  Date: 07/12/2023

   
  Complaint: 20262983
  
  I am rejecting this response because:

   

   Amazon is brushing it under the rug with a generic response. 

  This is something the *** should investigate. It's bait and switch with a twinge of false advertising.

   If a customer is not eligible for the free month, it should not be offered at checkout. Their system obviously knows if you are eligible because they immediately charge you when you accept what you believe is a free trial. 

  I also notice a similar issue with their "pay with points" promotion. I have not received the bonus.

  Another case of a large corporation getting away with fraud.

  
  Sincerely,
  
  *********************************

• Initial Complaint

  Date:07/01/2023

  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.

  Hi, I have called Amazon about this issue 5 times starting 8 months ago and again i had the issue again about a week ago the Help case ID is *********** in my Amazon Seller account and i can not print a DHL label using Amazon Print Connect every time i get a International order and it is only giving me the option to print DHL the label won't print all other labels print just fine in Amazon print connect only only DHL labels wont print when i hit Print label nothing comes out of my printer and this is not a 1 time only thing it has happened 6 times now over thew course of about 8 months i dont get a DHL order very often but every single time i have no label com,es out of my printer when I hit print therefore causing me to have to call Amazon immediately to tell them and then they email me the label its ridiculous i am tired of this and I am not doing this anymore its going to cause me to not be able to ship orders on time lets get this fixed right now it shouldn't take 6 times and 8 months to get your problem fixed Amazon I've let you know every single time and its still not fixed and you guys don't seem to have a clue. My Browser is Updated to the latest Chrome as it always it so here is the message from your last Leadership guy at Amazon "pasted below" telling me to update my browser, nope wrong its always updated that's not the problem. If you want me to use your software "Amazon Print Connect' you could at least make sure it works every time I need to print a label, lets get this fixed it shouldn't be that hard to fix I am beyond frustrated with this. This is ********* from Amazon Leadership Team.I understand that you are contacting us regarding the issues you are having printing the labels for international orders.After further investigation, the internal team confirmed that it does not appear to be system issue, so will recommend you to ensure you are using Firefox or Chrome and have the most updated version of browser.

  Business Response

  Date: 07/03/2023

  Hello from Amazon.com,
  
  I understand that the seller is concerned with the issues on printing shipping labels for international orders through Amazon Print Connect.
  
  We have already contacted our internal team for information regarding seller's issue. They have completed their review and concluded that the the issue appears to be very specific to the Seller and his browser.
  
  Our internal team was able to download the labels and Selling Partner Support (SPS) is able to download the labels without any issues. It does not appear to be system issue, but rather issue localized to seller's browser configuration.
  
  Please advise the seller to  ensure he is using either Firefox or Chrome with the most updated version of browser and update accordingly as applicable.
  
  Seller may also refer to the Troubleshooting steps indicated in our Help Pages:
  
  Amazon Print Connect
  ********************************************************************************
  
  Amazon Print Connect: Troubleshooting
  *******************************************************************************
  
  Thank you for your time and understanding.
  
  Best Regards,
  
  ******************
  Selling Partner Support *******************************

  Customer Answer

  Date: 07/04/2023

   
  Complaint: 20262917
  
  I am rejecting this response because: I am using the latest Browser just updated it today and still not printing ONLY DHL labels all other labels print ok, its also not working on ********* Edge Browser, I just called Amazon again an hour ago and troubleshooted it again cleared cache logged in logged out tried in different Browsers with her for an Hour, the rep I talked too knows all this stuff she knows its not working I sent her my Amazon Print Connect printer log so the problem can be researched further but all of this so far all this headache and its still not working and I cant have this problem next time I get a DHL order I better not have to call Amazon to email me the label at the *********** before the oder needs to be shipped.  
  
  Sincerely,
  
  *************************

  Business Response

  Date: 07/12/2023

  Hello from Amazon,
  
  Please ask the Selling Partner to send a full screen recording video of the issue that they are facing.
  
  We will proceed further once they write back.
  
  They can also reach out to the *** team with the reference of the Case ID:***********.

• Initial Complaint

  Date:07/01/2023

  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.

  Needed assistance with order cancellation late May of this year as delivery kept dragging. Spoke to several agents who confirmed that cancellation went through and to expect my refund within 2-5 business days. No refund was ever made. I have kept copies of communication with the agents to hold them accountable for what they said. To this, the issue is left hanging with no resolution.

  Business Response

  Date: 07/03/2023

  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.
  
  Im really sorry to hear about the interaction with customer service. Our mission is to provide a premium quality service, and the situation you described certainly doesnt meet our service standards. We'll make sure any misses are coached, as we continue to work hard at improving our customer service even more. We definitely want to make sure all of our customer service associates always assist you appropriately.
  
  I've reviewed your account and can confirm that the Order has been marked as delivered and refund cannot be processed.
  
  Please review to the **Mail sent on Saturday, June 10, 2023 at 7:44 AM (PDT) as we need more information to investigate further.
  
  Please feel free to contact us directly by replying to *********************************************** if we can be of further assistance.
  
  Regards,
  *****
  ***********************************

  Customer Answer

  Date: 07/03/2023

   
  Complaint: 20262885
  
  I am rejecting this response because:  The misleading information I have received from your agents is unacceptable and for which i hold you accountable.  I had no way of checking the status of the shipment after being told the cancellation went through twice by your agents as i had been on vacation.  It had been weeks and our mail custodian cannot account for unclaimed packages.  
  
  Sincerely,
  
  ******