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

59,250 total complaints in the last 3 years.
21,756 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:06/18/2023
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.
We are a seller on your platform (*****************************) and we want to reverse some unjust refunds. The refunds have caused us to lose our buy box and sales. We have lost 6 months of income, about ****** euros, because of this. If you do not reverse the refunds, we will collect it plus the missed income from you. Proof is attached.Orders 404-7701863-6993922 Refunded because of non-delivery, however, it has been delivered as indicated by the tracking page. (Chronopost **************). 402-3152047-6537907 Refunded because of non-delivery, however, it has been delivered as indicated by the tracking page. (DHL 8928446413).406-5665605-5137152 Customer received a refund, but has actually received the product (DHL **********). Customer confirmed delivery through ********************** messages but even then the A-Z claim team denied our appeal. 407-0530369-3095525 Refunded because of non-delivery, however, it has been delivered as indicated by the tracking page. (DHL **********). 404-9307386-6973121 Refunded because of non-delivery, however, it has been delivered as indicated by the tracking page.(Chronopost 05222966886423).408-9315472-3279539 Customer said the product did not work. We told him he could return it and gave him a free return label. Amazon then gave him a refund but he never returned the product.406-2499349-1479540 Amazon has refunded the customer before he returned his product. We have given him a free return label a month ago, but he has not returned his product.408-3893164-6541150 Amazon refunded this customer when he said he had not received his product, despite the tracking page clearly showing he had in fact received his product days before. 171-1935684-9413937 Carrier had a delay and Amazon refunded because of non-delivery. We told the customer that he should refuse the package when it arrives. It arrived after the refund, but customer accepts package and has it for free.I expect these refunds to be reversed as soon as possible.
Business Response
Date: 06/20/2023
Hello,

We have reviewed all the OIDs and have decided to uphold the claims decisions.

We are unable to provide information on our investigation methods.

Sincerely,
Amazon.com
Customer Answer
Date: 06/20/2023

Complaint: 20203836

I am rejecting this response because all the proof that is necessary is attached. There is no reason not to pay us for the orders we have delivered. As stated before, if you do not pay us for the orders we have delivered, we will also claim an additional 49 thousand euros from you for missed income for 6 months.

Sincerely,

***********************
Business Response
Date: 06/23/2023
Hello,

We have reviewed all the order IDs provided by you and have decided to uphold the claims decisions.

We are unable to provide information on our investigation methods.

Sincerely,
Amazon.com
Business Response
Date: 06/27/2023
Hello,
Thanks for reaching out to us. We have reviewed the issues filed for the Orders and below are our findings.
For Order 404-7701863-6993922, Buyer has not received the item. A Claim was filed requesting a refund. Seller has shipped the item with Chronopost tracking. Per tracking, the item was delivered late and shipped late. Since, the Seller failed to adhere to the shipping responsibilities, they were held responsible for the Claim. We are unable to reverse the decision made on the Claim. Furthermore, Buyer didn't authorize recharge for this order.
For Order 402-3152047-6537907, Buyer has not received the item. A Claim was filed requesting a refund. Seller has shipped the item using DHL tracking. Seller has provided Proof of Delivery which shows the item was delivered after maximum estimated delivery date. Buyer filed a claim as they never received the item on time. Since, the Seller failed to adhere to the shipping responsibilities, they were held responsible for the Claim. We are unable to reverse the decision made on the Claim. Furthermore, Buyer didn't authorize recharge for this order.
For Order 406-5665605-5137152, we have issued a credit to the Seller with the proceeds amount and the *** hit has been reversed.
For Order 407-0530369-3095525, Buyer has not received the item. A Claim was filed requesting a refund. Seller failed to update the correct tracking number on the Claim . Later on Seller updated the DHL tracking . This is a miss from Seller as correct details were not provided by the Seller.
For Order 404-9307386-6973121, Buyer has not received the item. A Claim was filed requesting a refund. Seller has shipped the item using Chronopost tracking. Seller has not provided valid Proof of Delivery as it doesn't have basic details (delivery date, address, signature etc). ***** filed a claim as they never received the item on time. We are unable to reverse the decision made on the Claim. Furthermore, Buyer didn't authorize recharge for this order.
For Order 408-9315472-3279539, Buyer received the item defective. Seller was asked to provide a return address to which they failed to respond with the requested details. Seller was asked Return Address on August 3, no details were provided within stipulated time. Hence, the seller was debited for the Claim amount.
For Order 406-2499349-1479540, Buyer received the item defective. Seller shipped a replacement and Buyer confirms that the replacement item was also not working. Hence, Seller was asked to provide a return address to which they failed to respond with the requested details and eventually they were debited for the Claim amount.
For Order 171-1935684-9413937, Buyer has not received the item. A Claim was filed requesting a refund. The item was shipped after maximum estimated delivery date and delivered late. Since, the Seller failed to adhere to the shipping responsibilities, they were held responsible for the Claim. We are unable to reverse the decision made on the Claim. Furthermore, Buyer didn't authorize recharge for this order.
In summary, we are upholding the decision for Orders 404-7701863-6993922, 402-3152047-6537907, 407-0530369-3095525, 404-9307386-6973121, 408-9315472-3279539, 406-2499349-1479540 and 171-1935684-9413937. We have reversed our decision for Order 406-5665605-5137152.
Sincerely,
Customer Answer
Date: 07/25/2023
Hi,

Here is my reply to their latest message:

404-7701863-6993922
Amazon acknowledges that the product has been delivered. That it was delivered later than expected does not mean the customer can keep it for free. This goes against ** law and obviously we should be paid for this order. I dont see how there can be a discussion about it.

402-3152047-6537907
Same as above. Amazon acknowledges that the product has been delivered. That it was delivered later than expected does not mean the customer can keep it for free. This goes against ** law and obviously we should be paid for this order. I dont see how there can be a discussion about it.

407-0530369-3095525
Buyer has received the item. I have sent you proof with the name and autograph of the customer and you still deny that it has been delivered?

404-9307386-6973121
The image clearly shows the delivery date (15 september 2022). I have attached a document that shows the shipping label, which shows the tracking number and the name and address etc. so you can confirm that it has indeed been delivered to the right person.

408-9315472-3279539
Customer was sent a free return label. He never sent the product back, and never replied to any messages. Obviously, after a year of not returning the product, we should be paid for it.

406-2499349-1479540
What you are saying here is not true. We did not ship a replacement item but a replacement component to check whether that component was the culprit. It was not, so that means both the initial and the replacement components are working and the problem was somewhere else. That does not really matter however.
What does matter is the fact that we sent the customer a free return label, and he still has not returned his product after 2 months, nor has he replied to any of our messages. We should be paid for the product in full, and to be honest, also for the replacement component we have sent him because he now has two of those.

171-1935684-9413937
Same as the first two. Amazon acknowledges that the product has been delivered. That it was delivered later than expected does not mean the customer can keep it for free. This goes against ** law and obviously we should be paid for this order. I dont see how there can be a discussion about it.

Kind regards,
***********************
Initial Complaint
Date:06/18/2023
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 am a reseller with Amazon and have been trying to add certain products to my inventory for the past three days. I keep getting passed around and no one is able to resolve the issue. Here are the details of each ASIN (Amazon Stock Inventory Number). I'm not sure anyone is understanding my situation. Therefore I'm going to make this as plain as I can in this message. I have several ASINs that will not show up in my inventory no matter how many times I got to the "Add Products" section. These are the ASIN's and the problem each one is giving me:1.) ASIN: B089NDQHW6 (Enviropure Hand Soap Fragrance Free, Cleanses and Soothes Dry Skin, Aloe and Vitamin E, 16 Fluid Ounce)- This item will not show up in my inventory no matter how many times I enter the information in the "Add Products" section. 2.) ASIN: B091JMH41T (Live Clean Fresh Water Moisturizing Liquid Hand Soap ****oz)- This item will not show up in my inventory no matte how many times I enter the information in the "Add Products" section.3.) ASIN: B07F7KFH5Z (Tanologist Face and Body Drops, Medium - Illuminating Self Tan Drops, Vegan and Cruelty Free, **** Fl Oz)- This item will not show up in my inventory no matte how many times I enter the information in the "Add Products" section.4.) ASIN: B089JC1JTT (Tanologist Face and Body Drops, Dark - Illuminating Self Tan Drops, Vegan and Cruelty Free, **** Fl Oz)- This item will not show up in my inventory no matte how many times I enter the information in the "Add Products" section.5.) ASIN: B08CKZPSC6 (Brite Pastel Pink Semi-Permanent Hair Color - ****************Free Hydrating Hair Dye, Lasts Up to 30 Washes, 75ml)- This item will not show up in my inventory no matte how many times I enter the information in the "Add Products" section.The last representative just hung up on me on Sunday, June 18th, 2023 around 9:07pm
Business Response
Date: 06/19/2023
There are error messages that are prompted with the seller's attempts to create the listings. In order for our team to review the issue further, we will need the following information for each product the seller wishes to list.

*Product name, brand, manufacturer, category, description, SKU, UPC/EAN/JAN, product title including any variations in color, size, measurements, model/part number etc. If it is the parent SKU encountering with **** error code, kindly provide valid UPC of the child products.

*The Batch ID of your inventory file process report.

*Images of the product (front and back images of product including bar code along with UPC and brand name, packaged and unpackaged, and unfolded if the item is apparel).

After we receive this information, we will perform a detailed review to verify the uniqueness of your products.
Initial Complaint
Date:06/18/2023
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.
Order ID ******************* NeuType Full Length Mirror, 44" x 16" Over The Door Mirror in White $23.60 plus tax Received a Black Wall-Mounted Mirror instead
Business Response
Date: 06/19/2023
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 the complaint and understand your concern regarding the item NeuType Full Length Mirror.

I apologize for the inconvenience.

I've checked and see that there is no direct refund option from our end.

However, in order to resolve this issue right away, I can issue the item refund through promo credit.

Please confirm and I'll get this done.

Also, you can dispose the item.

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

Regards,
Arun

Amazon.com
***********************************
Customer Answer
Date: 06/21/2023

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:06/18/2023
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've talked with amazon.com ***************************** on a few occasions also with b b b..They sent me a confirmation email about the total amount that they would be refunding and they still have not refunded the total amount..I've included photos and sorry if I duplicated them in regards to my bank statement ..it shows the total of refund that I have received thus far.I have replied to them a few times and have not receive the one response
Business Response
Date: 07/13/2023
Hello ****,

I'm Praveen 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 had with the order.

I can confirm that several refunds to your MasterCard were requested on three different days for the prime video channels. Refunds are processed within 3-5 business days of the date they're requested.

13 digital order have been refunded on Saturday, May 27, 2023.

13 digital order have been refunded on Sunday, May 28, 2023.

16 digital order have been refunded on Tuesday, June 27, 2023.

Once processed, you'll be able to see the refunds in your orders details. Visit Your Account and select "Your Digital Orders," or click the link below:

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

If your account has been closed or canceled and you have another credit card with the same issuing bank, they can normally apply the refund to your new card. If you no longer have a credit card with the issuing bank, they should issue you a refund check.

If you can not find information of the refunds please contact your bank for further assistance. Your bank can clarify how long it'll take them to post the refund, but you should have the credits by now.

If your bank has trouble locating the completed refund, please contact our Billing Specialists so they can investigate why this may be happening. You can e-mail them directly at *****************************************. Please include:

- the order number if available
- the last 2 digits of the payment method
- the amount of the refund
- the date of the transaction
- any other information you find pertinent

I hope this helps! We look forward to your next visit.

Regards,
Praveen M
Amazon.com.
***********************************
Initial Complaint
Date:06/18/2023
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.
TERRIBLE TECH SUPPORT TEAM LEADING TO LOCKING OUT OR CLOSING MY ACCOUNT AT ************************* TODAY, SUNDAY 06-18-2023 430--610 PM AFTER SEVERAL CALLS AND NEARLY 2 HOURS TRYING TO RE-ENTER MY ACCOUNT IN ORDER TO RETRIEVE RECEIPT OF FULL ITEMS ON MOST RECENT $1,200 ORDER.UNFORTUNATELY, DUE TO SOME "INDIAN" SOUNDING MEN AND A FEMALE WITH AN "ENGLISH" ACCENT WERE NOT ABLE TO DO A DARN THING.NOTHING IS WRONG WITH ANY MALE OR FEMALE FROM ANYWHERE WANTING TO SPEAK WITH A BRITISH ACCENT OR ANY OTHER ACCENT. NOT AT ALL.WHAT IS SO WRONG IS THAT AMAZON HIGH TECH SYSTEM HAS LED TO THE BLOCKAGE AND CLOSURE OF MY ACCOUNT, EVEN THOUGH SOME ITEMS WHICH I HAD PAID FOR HAVE NOT ARRIVED, EVEN MORE THAN A MONTH LATER.ALL THE WHILE, THAT LAST CUSTOMER SERVICE FEMALE, CRITICIZED AND ACCUSED ME OF FAILURE TO DO RIGHT, IN ORDER TO OPEN A NEW AMAZON ACCOUNT WITH EXACTLY SAME INFORMATION.A VERY INSULTING AND TIME CONSUMING EXPERIENCE. NOT TO FORGET THE MONEY I'VE SPENT ALREADY BUT WITHOUT A PRODUCT IN HAND.
Business Response
Date: 06/19/2023
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 the complaint and understand your concern regarding the Account access issues.

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

Upon checking, I see that your account is active now without any issues.

Also, the password reset was also done as per the emails sent to you.

I would request you to try logging into your Account and you should be able to.

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

Regards,
Arun

Amazon.com
***********************************
Customer Answer
Date: 06/21/2023

Complaint: 20203394

I am rejecting this response because:
I was instructed to re-open another account with all same personal information... so i did, finally on my own... the next day.
The problem is this: all my past information such as history of products purchased, etc, etc, ARE NOT THERE.
ALL IS ERASED. I have some products which i had paid for Yet never did arrive--such as faraday pouches.
I wish to place more orders BUT...

Sincerely,

N *******
Business Response
Date: 06/25/2023
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 understand your concern.

However, as you've opened a new Amazon account, the old account details or the orders can't be transferred to the new one.

If there was any such option, we would have surely helped.

However, I would suggest you to help us with the order details that are yet to be delivered so that we can track them for you.

Also, you can find the order details from the order confirmation emails sent to your email address once the order is placed.

Regards,

Arun
Amazon.com
*****************************
Customer Answer
Date: 06/30/2023

Complaint: 20203394

I am rejecting this response because:
Dear Arun and Amazon, etc.
However, when i make a mistake Amazon punishes me...
When Amazon staff makes a mistake Amazon Punishes me... No Matter I Get Punished.
1st: Faraday Pouches--i ordered 6 units, i must have paid big $$--yet i never got them.
How do I prove that i am in the right when i do not have SUCH AS *******************************************************************************************************************************************;
IF YOU WOULD ARRANGE FOR A CALL ME TO DIRECTLY IN ORDER TO FACILITATE SPEEDY RESOLUTION.
Sincerely,

Namath *******
Initial Complaint
Date:06/18/2023
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 purchased a printer for work from them, got a completely different alternative of the printer I purchased which delayed in me having printer for work, I returned it, it shows delivered on June 15, and my refund is still not processed despite it being their fault and me already incurring delay to get the printer I need. This is absolutely atrocious behavior when I need this money asap to purchase what I need and they are telling me to wait and they cannot do anything about it for another month. I just want my money back for item I have never received. With NO delay.
Business Response
Date: 06/19/2023
Hello *****,

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

I'm sorry for the inconvenience caused with the delay in return processing of the item returned from the order #***-6656321-1903429.

I've checked our records and your return hasn't been processed yet. Once the carrier has received your return package, it takes a while to arrive at our *************** In most situations, returns are processed by Amazon within 30 days.

Our returns department will submit your refund once the returned item has been scanned and processed at our ******************* Once an item is processed by the ******************* refunds are completed within 5-7 business days.

If you havent been issued a refund after July 10, 2023, we recommend that you reach out to the carrier that you used to return the item to Amazon.

I hope this helps. Have a great rest of the day!
Regards,

****** K
Amazon.com
*****************************
Initial Complaint
Date:06/18/2023
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 ordered a bottle of fish oil softgels from amazon.com. I put in the delivery instructions to leave it at the front desk at the office of the ** park in the air conditioning, not on the ** site in the sun in heat. The delivery driver ignored my instructions and left my package out in the sun and heat of 109 heat index for hours, the softgels are melted and congealed all stuck together and stuck to the bottle. I contacted Amazon and got hung up on twice and disconnected on the chat. Intentionally they refused to give me a refund. This is unacceptable!
Business Response
Date: 06/19/2023
Hello *****,

I'm Sandhya 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 details and I'm sorry to know that the product you purchased is left in the sun.

I have launched an investigation with shipping department and will gladly take any necessary actions to ensure that you and other customers don't encounter service below our standards moving forward.

Upon checking, I can confirm that refund of $29.71 processed to your original payment method on Sunday, June 18, 2023. You should see this refund posted to your account within 3-5 business days.

We appreciate you bringing this to our attention.

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

Regards,
*******,
Amazon.com
***********************************
Customer Answer
Date: 06/21/2023

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:06/18/2023
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.
Order regarding: Unique kaftans (Returned item but haven't received my refund)- I've already provided the information for my return on May 21st. And my refund still has not been processed.The shipping Carrier name: ****drop-off Tracking # number: 1Z 0V2 Y98 90 **** **** Amazon return id: ************ The system on my end still says return started and nothing else. But that has nothing to do with me though. It's probably just the system or the *** carrier has not updated yet. I've also contacted *** and they said it's nothing they can do about it. That it is up to the deliver carrier to pick up the item and scan it. For an system update, I've informed sellers for this order and the company and I told them that they may have to contact the carriers if the package is stolen or lost or Amazon for anymore info if that was the case, But the package was been sent out on May 21st. and the information was provided. and they are still holding my payment for the order of: 114-0254244-8869857 -Kaftans for Women Embroidery ***** Kaftan Moroccan Abaya Farasha Long Gown Full Length Dress by MZ_Creation I've filed an a-z grauntee claim but it got closed because I didn't return the item. And I clearly did, as I provided the information and proof of pictures for it. I would really just like an higher-up or an management claims team to issue my refund. Thanks much.
Business Response
Date: 06/19/2023
Hello,

Thank you for taking the time to provide us with more information regarding your claim on order 114-0254244-8869857. Upon further review, we have decided to uphold our original decision. We have closed the claim for this order because as per the return tracking, the buyer did not return the item to the seller. We cannot expect a seller to issue a refund for or replace an item that a buyer will not return.

Thank you.

-Amazon
Customer Answer
Date: 06/22/2023

Complaint: 20203095

I am rejecting this response because: I have provided so much proof and information of the return. You guys said that u "cannot expect to refund an item a buyer refuses to return" but yet I did so.
I have provided even the information of the returned package. Anything that happens after that is in the **** I have returned the package but Maybe the package needs to be uphold "lost by ****"
- I've also started an investigation claim with the company and they've said there's nothing more they can do about it, I'll have to contact Amazon for further assistance. And maybe that the delivery carrier made an mistake.
Thanks much
Sincerely,

Didi Yisrael.
Initial Complaint
Date:06/18/2023
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.
Ordered from amazon. Apparently their truck was involved in accident and my order lost. Called 4 times to have my order replaced to no avail! Terrible customer service!!!!!!
Business Response
Date: 06/19/2023
Hello ****,

I'm Sandhya 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 details and I'm sorry that you haven't received your package as scheduled.

Upon checking, we're unable to see any tracking after June 17, 2023. To make things right for you, I've initiated refund request for $42.75 to your original payment method. You will see this refund posted to your account within 3-5 business days.

Also, I would suggest you to place a new order on our website, if you are still in need of these items.

We appreciate you bringing this to our attention.

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

Regards,
Sandhya,
Amazon.com
***********************************
Customer Answer
Date: 06/21/2023

Complaint: 20203024

I am rejecting this response because:
I called at least 4 times trying to get my order replaced. It is trying to charge me very high shipping fees to get my order shipped. I have been waiting on items I needed since the 11th of this month. I should be able to have my order replaced and shipped next day with out having to pay high shipping fees.
Sincerely,

*********************
Initial Complaint
Date:06/18/2023
Type:Customer Service 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 was having every order late and often would have to cancel because orders would just sit for days in unfilled status. I thought by getting Prime this would stop and it was a tactic by Amazon. I hadn't been a subscriber since the prices were ***** because of bad customer service but was hoping against all odds things had changed. They haven't. After paying the $150 for prime to get the prime expedited shipping every item shipped by Amazon with the exception of 1 or 2 that came **** has been late by days or had to be canceled. I called in and spoke to one rep who was entirely rude sounded like she been out drinking and refused to do prime refund. After another late item the person said they would refund prime. Then the person kept me on hold waiting for 45 minutes and then they hung up. I called back this time upset and was calm and asked to speak to a supervisor and after 10 minutes on hold they hung up on me again. This is unacceptable and I want my money backI did not pay $150 to not get my items or at best get them days late and then but treated terribly like a 3rd class customer. Attached are all items that have been late and/or canceled for being late along with the charge for prime.
Business Response
Date: 06/19/2023
Hello *****,

I'm Sandhya 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 details and I'm sorry for the inconvenience you have experienced with order deliveries.

Upon checking all the screenshots, I can see that you have selected "Group items into as few shipments as possible", which means all the items have to be in stock and be available at the nearest fulfillment center and ship all at once in single package. Our shipping estimates take into account the time it takes to receive the item, pack it, and prepare it for shipment.

I'd like to bring you notice that, selecting One-Day or Two-Day shipping (Prime included) doesn't mean your order will arrive the next day, that means after shipping your item from fulfillment center, you *** receive your package within selecting shipping speed. AlsoThe One-Day or Two-Day delivery option you choose *** not directly correspond with the carrier-branded shipping service used to deliver your package.

We use your desire for a specific delivery date along with our knowledge of carrier capabilities (acquired through sending millions of shipments) to select the most appropriate and efficient shipping service available for your order. I hope you understand.

We cannot guarantee that any particular carrier won't be chosen in the future, as some delivery methods are only assigned to some carriers.

While we respect your request for refund for prime subscription, I'm sorry, unfortunately we're unable to honor it.

Thank you for your patience and understanding in this regard.

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

Regards,
Sandhya,
Amazon.com
***********************************
Customer Answer
Date: 06/21/2023

Complaint: 20203010

I am rejecting this response because:

The phone representative kept me on hold saying they were having computer issues after the latest late delivery of a rush item and she would refund prime.
The company is abusive and falsely advertises two day shipping when pckages do not ship in two days and instead rely on some small print in tos whoch is not included in advertisements thar should be highlighted with asterisk.
They should advertise the time in tos and say sometimes arriving in 2 days.

Regardless, the exec from amazon knowingly lied when he said that I selected as few shipments aspissible. I always select the fastest free option. Since joining prime I have no order shipped with amazon shipping arrive on time. It has been a total ripoff.
The customer seevice is god awful the exec didnt even recognize the horrible customer service I have received. Being put on hold and left only to be hung up on after 45 min.
The leadership teams when I finally got tot them were nice but in first instance sge failed to resolve shipping issue. 2nd time she said *** would refund and it should appear in a few days.
I insist on amazon providing the recordings of those calls for BBB as I was advised they were recorded.
Sincerely,

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

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