Business Profile

Ecommerce

Amazon.com

Headquarters

Complaints

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

Customer Complaints Summary

59,422 total complaints in the last 3 years.
21,530 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:06/04/2023
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.
My account was closed with the reasoning that they previously closed another account of mine for violating their conditions of use agreement. I do not have another account that was previously closed. I have requested review and appeal and the response was their records show this as correct. It is not correct as I do not have a previously closed account. My account is closed and I am unable to make a new account due to the reasons of this closure either. The provided email and phone number are my account details for my amazon account.
Business Response
Date: 06/15/2023
Hello,

Amazon reserves the right to refuse service, terminate accounts, terminate customer rights to use *******************************************, remove or edit content, or cancel orders at its sole discretion.

We removed this customers access to their buyer account on our site. We took this action because an investigation of their account indicated that the customers buyer account violated our terms and conditions.

Due to the proprietary nature of our business, we do not provide details on our investigation methods.

We notified the customer of this decision by email on 4th June 2023.

Sincerely,

********
Amazon.com
Initial Complaint
Date:06/04/2023
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 had 180$ in my Amazon account in gift cards. I purchased a 25$ *********** station gift card and Amazon closed my account and refused to refund my balance. They asked for proof of my gift card purchase trying to say it was fraudulent. I provided it. Then I was told my account would be restored. Then in the last communication I was told not to contact them again and that they wouldn't reply.
Business Response
Date: 08/14/2023
Hello,

Amazon reserves the right to refuse service,terminate accounts, terminate customer rights to use *******************************************, remove or edit content, or cancel orders at its sole discretion.

We removed this customers access to their buyer account on our site. We took this action because an investigation of their account indicated that the customers buyer account violated our terms and conditions.

Due to the proprietary nature of our business,we do not provide details on our investigation methods.

We notified the customer of this decision by email on **********.

Sincerely,
Amazon.com
Business Response
Date: 08/17/2023
Hello,
We have denied the customers request for a refund.
Consistent with Amazons Conditions of Use, Gift Cards that have been obtained, used, or applied to an Amazon.com account in violation of our terms and conditions may be voided by Amazon. Amazon further reserves the right to suspend or terminate the ability to use Amazon services, cancel or limit orders, and to bill alternative forms of payment if we determine that a Gift Card was obtained,used, or applied to an Amazon.com account in violation of our terms and conditions.
Due to the proprietary nature of our business, we do not provide details on our investigation methods.
Initial Complaint
Date:06/04/2023
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.
We purchased a electric grille and plugged it in to warm up. We walked into other room for 5 minutes and came back to the grille to find it on fire it had melted plastic on control housing and created a small fire on our floor. We returned the item and they have been delaying our refund over and over they avoid us like this Matter is no concern I took pictures and told them our concerns and they ignore us. Amazon should be held responsible for faulty products and unsafe products.
Business Response
Date: 06/05/2023
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 Order ID: *******************.

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

I've checked and see that refund for the above order has already been processed to the original payment method on Sunday, June 4, 2023 at 5:21 AM (PDT).

However, I'll surely take this as a feedback from you regarding the product quality and will forward to the appropriate team for further review in order to ensure this issue is not repeated.

We look forward to serving you again - and serving you better - next time.

Regards,
Arun

Amazon.com
*****************************
Initial Complaint
Date:06/04/2023
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.
Greetings,I am writing to express my concerns regarding the delivery process for packages that I have been receiving from Amazon. While I appreciate the convenience and privileges of being a Prime Member, I have been experiencing difficulties with the drivers not following the delivery instructions, which has resulted in packages being left in a location that is susceptible to theft. I reside in a high traffic area where several neighbors have reported incidents of packages being taken from their porches. To mitigate this risk, I have taken proactive measures by placing signage and providing explicit written instructions for delivery drivers to place packages behind the brick column at our front door. This location is less visible to passersby and would greatly reduce the chances of theft. Unfortunately, despite these efforts, the drivers have consistently disregarded the delivery instructions and left packages in a visible and vulnerable location. During my most recent attempt to express my frustration and seek resolution, I was subjected to mockery and antagonistic behavior by a supervisor on the "escalation team." This individual even went so far as to claim there was no one above her to file a formal grievance regarding my experience with her. I value the services provided by Amazon, and I believe that addressing this issue will not only improve my personal experience but also contribute to the overall customer satisfaction. I would appreciate it if you could investigate this matter and take appropriate measures to ensure that delivery instructions are properly followed by your drivers. I am including pictures of where items were left and where they should have been placed. Thank you for your attention to this matter. I look forward to a positive resolution and continued satisfaction as an Amazon Prime customer.Respectfully,***************************
Business Response
Date: 06/05/2023
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 order delivery issues.

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

I'll surely take this as a feedback from you and will forward it to the appropriate team for further review.

We'll ensure that the delivery instructions are followed by the delivery drivers.

Also, I'll followup with the team in order to maintain the same.

However, you can write back any time if you come across such issues going further and we'll take it up.

NOTE: I would request you to re-add the delivery instructions.

We look forward to serving you again - and serving you better - next time.

Regards,
Arun

Amazon.com
*****************************
Customer Answer
Date: 06/08/2023

Complaint: 20141103

I am rejecting this response because:
I appreciate the response to my initial complaint regarding the issue of drivers not following delivery instructions, however, I must express my disappointment as it appears there is no clear resolution offered to ensure improved deliveries. In fact, the response appears to echo previous reassurances of resolution, yet there has been little to no change in the situation. As I mentioned in my previous communication, I have consistently provided clear delivery instructions for each order, and I will continue to reenter them as recommended. Unfortunately, these efforts have not yielded the desired results, and I continue to face difficulties with drivers not adhering to the instructions.

While I am thankful for the attention to the delivery issue, I am disheartened that my concerns regarding the unprofessional behavior from the supervisor named was not addressed in the response. The interaction with this supervisor was not only antagonistic but also lacking in empathy. Furthermore, the supervisor failed to provide the necessary information for me to escalate the matter to a superior. This experience was both hurtful and unnecessary, and I believe it is crucial for such incidents to be acknowledged and addressed appropriately. It is important for me that my feedback is being taken seriously and that proactive steps are being taken to rectify these issues.

I remain a loyal Amazon customer and believe in the quality of your service. I hope that by addressing these concerns, we can work together to improve the delivery experience and maintain the high standards that Amazon is known for. I look forward to hearing from you soon and finding a mutually beneficial solution.
Thank you for your attention to this matter.

In closing, the response listed my last name as "********" rather than "********". This was disappointing and has left me feeling dismissed and doubtful about the genuineness of the response and intent to resolve my concerns.
Respectfully,

***************************
Initial Complaint
Date:06/04/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My account was falsely closed and on top of this, my giftcards were placed upon this account which were gifted to me with no option to recover them nor were they added back onto the gift card after the account was closed. I demand that the giftcards be reinstated with the amount or the account be reinstated.
Business Response
Date: 06/06/2023
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 regarding the closure of your Amazon account is closed.

I'd love to help, however, I wasn't able to find the account using the e-mail address on your message.

If you know the e-mail address your account is under, write from that e-mail address, so that I will take necessary actions.

We look forward to hearing from you.

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

Regards,
Pratap
Customer Answer
Date: 06/06/2023

Complaint: 20141036

I am rejecting this response because:
The email on my account is ****************************
Sincerely,

Tin Jenz
Business Response
Date: 06/21/2023
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.
Customer Answer
Date: 06/22/2023

Complaint: 20141036

I am rejecting this response because:
I also requested the refund for the giftcard if you so choose to make up that i violated the tos So return the funds or im forced to sue

Sincerely,

Tin Jenz
Business Response
Date: 06/27/2023
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.
Business Response
Date: 07/12/2023
Hello,

While we appreciate the customers interest, we are unable to provide information on our investigation methods.

After a thorough review of their account and all of the information that they have provided, we cannot reverse the decision as per our policy.

For more information on this policy, the customer can search for Your Account Conditions of Use on the Amazon shopping website.

Sincerely,
Amazon.com
Business Response
Date: 07/18/2023
Hello,
Amazon reserves the right to refuse service, terminate accounts, terminate customer rights to use *******************************************, remove or edit content, or cancel orders at its sole discretion.
We removed this customers access to their buyer account on our site. We took this action because an investigation of their account indicated that the customers buyer account violated our terms and conditions.
Due to the proprietary nature of our business, we do not provide details on our investigation methods.
We notified the customer of this decision by email on 6/16/2023.
Funds in your account will not be disbursed.
Sincerely,
*********
Amazon.com
Initial Complaint
Date:06/04/2023
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.
1. Order number: Order# ***-2705918-5129007 2. Today's date. (MM/DD/YYYY):6/3/23 I never received this order. My shipping address is *********, ********** not *********, **********.DHL delivered to the wrong city it seems! Please refund me this order. The tracking clearly shows delivery to the wrong city. I ordered 4 books and never received them. I am owed $262
Business Response
Date: 06/05/2023
Hello Cola *******,

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 his concern regarding the Order ID: ******************* delivery and refund issues.

I apologize for the inconvenience.

Upon checking, I see that the refund of $262.04 has already been processed to the original payment method on Saturday, June 3, 2023 at 9:29 PM (PDT).

Usually, refunds will be credited within 3 to 5 business days.

Hope this information helped and the issue is resolved.

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

Regards,
Arun

Amazon.com
*****************************
Customer Answer
Date: 06/07/2023

Complaint: 20140919

I am rejecting this response because:****
THIS IS SEPARATE ISSUE****

This is the most disgusting outrageous order I have ever experienced. 111-8834235-8259402

The seller refuses to ship, provided a fake tracking number, and admits to stealing my money on messages, and then gave a $51 refund to trick the system into thinking this is a return.

Amazon reps on May 30 told me I have to wait until June 6

And now it is June 7 the amazon reps tell me to wait until June 20 and their responses are robots like they are not even reading what I say and just to wait as sometimes shipments are delayed. NO!!! I DEMAND A REFUND. THIS ORDER WAS CANCELLED MANY TIMES!! THIS SELLER HAS NOT SHIPPED!!! IT IS A FAKE TRACKING NUMBER AND PACKAGE NEVER GIVEN TO UPS****
PLEASE REPORT SELLER AND GIVE FULL REFUND
Sincerely,

Cola Antony ****
Business Response
Date: 06/11/2023
Hello Cola *******,

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 checked and see that this is a different order number that is mentioned in the complaint.

I would request you to reach out to the customer support team for further assistance in this case.

Regards,

Arun
Amazon.com
*****************************
Customer Answer
Date: 06/13/2023

Complaint: 20140919

I am rejecting this response because:****
Thank you for resolving that, but I have 1 more unrelated issue that has arisen.****
I need your intervention because my Amazon claim was sent to the wrong country, and the response was robotic. Why is this response from Amazon **? See Attached My order is from *****************. 113-5142682-6065025 Your link to provide info takes me to a ************** page to login. This is invalid. Now you are doing gross negligence. Furthermore, yes the return package was delivered to the correct address. I used the seller's return label that they messaged me. The tracking shows they failed to pick up package since May 21, until June 2. Their gross negligence is responsible for any issue with the package. It is the seller that needs to file a police report against the ********* or ****** Used the return label the seller provided: ****************************************************************************** gross negligence includes unresponsive, harmed my return, hasnt processed refund. I did my part and returned the item, and I have been waiting for 1 month, since May 22, 2023 when it was attempted delivered and available for seller to pickup Finally delivered to seller in ********, ** . I cannot file a police report when it is seller that is claiming package is compromised. The incident occurred in ********, ******** and seller must file police report. The package was successfully delivered to the correct address indeed, so I am owed a refund for this return. A police report for what!?!? I am not the one making an allegation or have any knowledge of a crime, it is the seller who would be witness to that, and place of venue is ******** where package was delivered. See attached evidence. and refund the $385 since I returned this item

Sincerely,

Cola Antony ****
Business Response
Date: 06/25/2023
Hello Cola *******,

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 complately understand your concern.

However, as this is a different issue from the complaint filed on BBB, you'll need raise a new complaint or contact the customer support for further assistance.

I apologize for the inconvenience.
Regards,

Arun
Amazon.com
*****************************
Initial Complaint
Date:06/03/2023
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 have never had such a terrible experience with Amazon. I purchased the Apple Airpods Pro 2 and then requested to return them. Usually you can do this online, but not this time. I had to call in to get a special authorization. It was a huge hassle. I then printed their shipping label and brought the airpods to the *** store and they packaged and shipped it for me. I have been waiting for a refund since. Recently I got concerned that they were not just slow but were not going to refund my money. I contacted customer service who said they can't help me and I have to file an incident report. I did that and I have been exchanging e-mails with the incident team since. I suspect there is no team and instead it's some sort of a computer AI as its replies don't make sense and it doesn't seem to have the ability to understand the emails I'm sending it. I contacted customer service again for help and again they couldn't help me. They wouldn't tell me if the incident report team consists of actual human beings or if it's an AI like I suspect.
Business Response
Date: 06/05/2023
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 return refund issue with the Order ID: *******************.

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

Upon checking, I see that the incident report that you've submitted is incorrect as per the appropriate team.

I would request you to resubmit the correct report and the team will assist you further.

Unfortunately, we'll not be able to take any action in this case from our end.

If there was any alternative, we 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: 06/08/2023

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:06/03/2023
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 am writing to file a formal BBB complaint regarding an unresolved refund issue with Amazon. On 3/12/2023, I purchased a mattress (Order #***-4734140-3281064) from Amazon. However, due to the delayed readiness of my new apartment, I kept the package unopened at my mailing address location. On 4/26/2023, I found an alternative product and decided to return the mattress through Amazon's normal return process. I dropped off the original unopened item at *** (Tracking: 1Z9E8W879016348037), ensuring that the Amazon QR code was scanned by *** staff. On 4/29/2023, I contacted an Amazon online chat customer service representative who confirmed that Amazon had received the item on 4/28/2023 and assured me that I would receive a refund within 7 days.To my disappointment, despite multiple follow-*** between 4/29 and 6/3, I have not received the refund either back to my original payment method or as an Amazon gift card balance. Moreover, the return status in my order page has mysteriously disappeared, as if the return never took place. Adding to the frustration, my Amazon account was temporarily locked on 5/29/2023, causing significant disruptions and hurdles to my normal shopping experience. I fail to understand what I have done wrong and why Amazon has failed to process my refund successfully. This has been an incredibly poor shopping experience, which I have never encountered before with Amazon.I am writing to request a prompt, appropriate, and professional response from Amazon. I kindly ask for a resolution to this matter, which includes an immediate refund of the order amount back to my original payment method. I believe that resolving this issue promptly will restore my faith in Amazon's commitment to customer satisfaction.Thank you for your attention to this matter.
Business Response
Date: 06/18/2023
Hello,

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

I've reviewed the complaint and understand your concern regarding the refund for the returned item Novilla Queen ******** 12 Inch Hybrid ******** in a Box, Innerspring ******** with and you account being temporarily locked out.

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

Upon checking I see that the refund of $337.36 has been issued to your original payment method on Tuesday, June 13, 2023. In most cases, once a refund has been submitted, the issuing bank will post it to the concerned account within 3-5 business days. This time frame may vary from one financial institution to another.

I see that your account is in normal state and you should be able to access the account.

Your patience and understanding are greatly appreciated.

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

Regards,
Pratap
Customer Answer
Date: 06/20/2023

Complaint: 20140731

I am rejecting this response because: the problem is not completely solved. Although I received a refund of $337.36 on 6/13/2023, since then, my account associated with *********************** has been restricted to digital products only, resulting in the automatic cancellation of any new physical orders. For instance, my order (# ***-2276766-7344239) placed on 6/17 was swiftly canceled within 5 minutes. An email notification from **************************** informed me that my account had violated the Returns and Refund Policy, leading to the automatic cancellation of all non-digital orders. Additionally, I was informed that I am unable to create a new account or utilize an alternative account for placing ************************** orders.

With regard to the aforementioned matter, I kindly request the restoration of all normal functionalities to my associate account. If returning high-value items is discouraged by Amazon, I am willing to limit my future transactions to purchasing low-value items and minimizing any potential returns. Nevertheless, I kindly request the reinstatement of my ability to purchase non-digital products., as I firmly believe that I should not be held responsible for Amazon's error in my recent unfortunate return experience. Moreover, I genuinely believe that I did not violate any aspect of the Returns and Refund Policy, or at the very least, I was not given prior notice of any potential negative consequences for returning that particular order.

Thank you for your attention to this matter, and I eagerly await your response.

Sincerely,

*******************
Business Response
Date: 06/28/2023
Hello,

My name is ******** and I am a member of the Amazon Account ******************** team.

Thank you for taking the time to respond and share your feedback.

After further consideration, we have decided to reinstate your Amazon.com account.

We would appreciate your input about anything we can do to help prevent such issues in the future. We want your experience shopping at our store to be a rewarding one.

If you have any order or account related concerns, please contact our **************** team via the link below:

www.amazon.com/contact-us

Best Regards,

Victoria,
Escalation Specialist
Amazon.com
*****************************
Initial Complaint
Date:06/03/2023
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.
Amazon technical support can't help fix an issue with their Prime ************** 4 different calls and no fix was done.
Business Response
Date: 06/08/2023
Hello ***,

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

I've reviewed the complaint and understand your concern regarding your issue with Prime Video.

I hope this email finds you well, and I thank you for your time and patience while we looked into this matter for you.

Thanks for sharing your feedback. We're always looking for ways to offer a better shopping experience, and I've made sure our Prime Video team sees your feedback so they can consider it in their future plans.

Thanks for choosing Amazon!

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

Regards,
Pratap
Initial Complaint
Date:06/03/2023
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.
May 18th Order 114-2743011-3533868 $3897 for 3x Apple 2022 MacBook Pro Laptop with M2 chip: 13-inch Retina Display, 8GB RAM, 512GB SSD Storage, Touch Bar, Backlit Keyboard, FaceTime HD Camera. Works with iPhone and iPad; Silver.114-0363515-9401840 $3897 for 3x Apple 2022 MacBook Pro Laptop with M2 chip: 13-inch Retina Display, 8GB RAM, 512GB SSD Storage, Touch Bar, Backlit Keyboard, FaceTime HD Camera. Works with iPhone and iPad; Silver.My dispute is the item was lost in Amazon logistics and it never made it to the address I intended it to go to. Amazon kept my money and has given me the run around about giving me a refund. Amazon thought it was a good idea to put three orders of Laptops into one order. After I tried to make a claim on the lost item I cannot even access the tracking anymore but to my recollection I am positive they put 9 laptops into one box. My account name is ******************** My claim would be for $11691 Last Known Tracking Number is TBA306806527688
Business Response
Date: 06/08/2023
Hello,

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

I've reviewed the complaint and understand your concern regarding the refund for the return items from Order ID: ************************************ and Order ID: ************************************.

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

Upon checking I see that a refund of $3899.97 and $3897.00 to your original payment method for both the above mentioned orders on Tuesday, June 6, 2023. In most cases, once a refund has been submitted, the issuing bank will post it to the concerned account within 3-5 business days. This time frame may vary from one financial institution to another.

Your patience and understanding are greatly appreciated.

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

Regards,
Pratap

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