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.
21,539 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:06/02/2023
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 have been a customer for several years i went to log on my account and see it was on hold so I followed the steps thru email to prove I was making the purchases because I had orders I placed as gifts for friends my account was on hold but after folllwing the steps they closed it. No one would tell ** why or help ** get answers when we called. I had orders I placed for my job as well big orders and they treated us horribly with not telling us what we did wrong to have the account closed! I would like to know why my account was closed
Business Response
Date: 06/14/2023
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 5/29.
Sincerely,
*********
Amazon.com
Initial Complaint
Date:06/02/2023
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 have had issues with a purchase was advised that I could return the product I received a refund of ***** which was not what I paid I paid ****** when i tried to address I was told ** being charged a restocking fee which was not advised nor will it be restocked cause its damaged when I told them send it back Ill figure it out with manufacturer I was told no deal with it
Business Response
Date: 06/05/2023
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 of restocking fee for the item Keychron K10 RGB Full Size Layout Hot-Swappable Mechanical Keyboard for Mac Windows.

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

Upon checking, I see that the item was returned after the return window got expired, hence you have been charged for the restocking fees. Unfortunately we will not able to issue the refund for the restocking fees.

Thank you for your patience and understanding.

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:06/02/2023
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 ordered a case of Kleenex tissue (receipt attached). When the order arrived, we opened the Amazon package and discovered a large amount of unknown white powder inside. (Because the Amazon box was undamaged, the powder must have been there before shipping.) We didn't know what the powder was, so we had to throw the entire case away right away since we didn't want our child to come into contact with it. We can't return the goods because we don't want to put it in our car, especially since it's completely covered in white powder. We would like to request a refund since we believe we should not be punished for the packaging problem.We contacted Amazon customer service twice, and sent an email to the address that was provided by customer service (**********************************************************************, but no one responded. We would like to have it fixed as soon as possible.
Business Response
Date: 06/22/2023
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.

We are sorry to hear that you didn't receive the item from your Order. We value your feedback on the item you received.

As you have disposed the item, we are making an exception for a refund without a return.

Rest assured, we have processed refund today on Tuesday, June 20, 2023 at 11:50 PM (PDT)
Refund amount $92.37 to your Original payment method.

You can view details of the completed refund on your Amazon.com account:
**********************************************************************************

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

Regards,
*****
***********************************
Initial Complaint
Date:06/02/2023
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.
Hello, I have bought on Amazon many times, I have had 2 bad experiences, the first is that I ordered a bronzer, it arrived broken, they sent me the replacement that also arrived broken and I did not claim anything again. In this case, I made an order to my aunt for two articles that she will use in her church. one of these the base arrived broken. The order arrived days ago, but she was barely going to use it in her church and when she decides to put it together, what a surprise. I contacted Amazon customer service, and ******* who assisted me has a very rude attitude, you can check the chat, zero service and kindness. I order from the ****************** and I use cargo transportation because Amazon does not ship to the country, I asked if you could send me the prepaid return label, because it is unfair that I have to pay for the return of something that I paid for and it arrives damaged. To which she replied: YOU MUST PAY IT, I ALREADY GAVE YOU THE ONLY OPTION FOR YOU, is this customer service? I don't believe it. At this point I do not want a replacement, I just want to return this item or get my refund. Order number 114-4388429-5018642, item name GLEAM Microphone Stand - Tripod. Thanks Im advance.
Business Response
Date: 06/14/2023
Hello *********,

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

I'm sorry to hear about the problem you've had with your Order No: 114-4388429-5018642

To be eligible for a refund, we ask that you return the items you ordered within the return window. You can mail your package back using the return label provided in our *********************** ************************************* ) or by clicking the following link:

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

In most cases, after the carrier has received your return package, it takes about two weeks for us to receive and process your return. Please note that international returns take longer.

Once the return process is initiated, you can track your return here:
*********************************************************;

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

Regards,
*****
***********************************
Initial Complaint
Date:06/02/2023
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.
On 6/2/2023, Amazon emailed me at 6:50 AM EST that my Amazon Prime subscription was cancelled due to a dispute with a credit card that was compromised. Cancelled, not sent to me for payment. I was grandfathered under an older Amazon Prime Subscription that allowed me to have 3 adult family members on my account so share in the Prime Shipping. This subscription was not reinstated after working with Amazon customer support for over 4 hours throughout the day. I repeatedly asked to have my old subscription reinstated and that I would have paid the subscription cost on a valid credit card. Amazon should have reached out to me for payment, rather than canceling my old prime subscription. This was done to force me to pay more for the subscription rather than allowing me to have my old plan. I contacted customer support immediately after receiving the email and was told by the customer support chat person (who I gave a valid credit card to) that they would re-enable my old plan but it would take a few hours. After waiting until 2 pm, I contact them again as the family members were not on my account. I was told to re-sign up for Prime and the family members would appear. I asked repeatedly to verify that what they were asking was true. I re-signed up, per their instructions, and no, the family plan was not working. I then escalated to two more CSR, including a "supervisor" and was told no luck. I had no choice but to setup multiple accounts now for family members.
Business Response
Date: 06/12/2023
Hello ********,

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

I've reviewed the complaint and understand your concern that your Prime membership got cancelled as you have disputed the Prime subscription charges.

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

Upon checking I see that you have been refunded for the Prime membership charge and, you have reactivated your Prime membership on June 02, 2023.

Thank you for your patience and understanding.

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: 06/16/2023

Complaint: 20138053

I am rejecting this response because: I was told by Amazon Support when I contacted them right after they cancelled my membership that they would restore it to the way it was, it just needed a few hours. After a few hours, I contacted Amazon support and they told me to reactivate my account, and everything would go back to the way it was. At no point have they restored my account to the way it was. I have an account now that does not allow 3 family members as it did before.

Sincerely,

*******************************
Business Response
Date: 06/23/2023
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.

Im really sorry to hear about the inconvenience you experienced and your 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.

Amazon Prime can be shared with up to two adults, up to four teens and up to four children. As a member of Amazon Prime you can share certain Prime benefits with one other adult by forming an Amazon Household and sharing debit and credit card access.

In order to share Amazon Household, please go to the following link and select Manage Your Household:

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

For more information about Amazon Households, go to our About Amazon Households Help page:

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

Additionally, as a gesture of goodwill, Ive added a $50 gift card to your account. You can view your balance and usage history in Your Account here:

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

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

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

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

We look forward to seeing you again soon.

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:06/02/2023
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 ordered Amazon Fresh order. The driver LIED and stated he did a delivery attempt and never did. My spouse was downstairs and I was waiting as well. The front door of my building was open as well. My spouse was walking the door waiting. The driver stile our food. I called about 15 times to Amazon and each representative hung up on me. I wanted a refund and its still taking 3 hrs to get one. I am very much pregnant too. I want a refund and prime dues refunded. I will NEVER use this company again.
Business Response
Date: 06/05/2023
Hello *****,

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

I've reviewed the complaint and understand your concern that you did not receive your Amazon fresh Order ID: *******************.

I apologize for the inconvenience that you have 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 on it.

Upon checking I see that the refund of $152.85 has been issued to your original payment method on Friday, June 2, 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 Prime membership is cancelled and refund for $8.15 was issued to your original payment method on Friday, June 4, 2023.

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
Initial Complaint
Date:06/02/2023
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Order date May 24, 2023 I never received my order and they now say that they are not responsible once it is shipped and no refund or replacement per their system aka Artificial Intelligence Order #***-9851251-3361839 $39.99 ************************* Total Before Tax:$49.98 Estimated Tax Collected:$4.12 Gift Certificate/Card:-$50.00 Order Total $4.10
Business Response
Date: 06/05/2023
Hello *******,

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

I've reviewed the complaint and understand your concern that you did not receive your item Mini Projector, Native 1080P Portable Projector Kids Projector Outdoor Home Theater Movie Projector.

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

Upon checking I see that the replacement order has been created for this order and it was marked as delivered to you Monday, May 29.

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
Initial Complaint
Date:06/02/2023
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Amazon Music is not functioning properly (March - June, 2023). Common issues: No music plays; Device screen shows its playing music, but no sound comes out; Delays ***** minutes between songs; Plays 1-2 songs, then suddenly stops, sometimes in the middle of a song. Also, I cannot freely access and play music Ive purchased. Instead, Im forced to listen to Amazon shuffled playlists or directed offsite to ******* where Im bombarded with ads. These same issues have been reported by many customers on consumer websites, but Amazon has curiously scrubbed these reports from their forums. Amazon customer reps take me through extensive troubleshooting steps, which run over an hour, with no resolution. In response to a formal complaint an Amazon offshore rep, who did not provide a job title or department name, refused to provide credit for lost service and simply affirmed the issue had been resolved by technicians. He further recommended to continue to contact customer service and go thru the same time-consuming and ineffective troubleshooting steps Ive done multiple times before without success. This is corporate gaslighting. It appears Amazon wants Prime customers to pay for their Unlimited music service instead of accessing the existing service thats included with Prime membership. If customers are frustrated enough and theres no service, they have to seek an alternative. Over the past 3 years, Amazon has repeatedly charged customers like myself for Ultimate subscriptions they did not sign up for and been forced to refund the fees. Now, by failing to provide a functional service through Amazon Music they are once again trying to force us to pay for the Unlimited music service. This leaves me with an expensive and unusable Echo device that only works with their streaming services. Its a sneaky, unfair business practice.
Business Response
Date: 06/14/2023
Hello Ms ********,

I'm Abhishek 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.

Thanks for your patience as we work on your Music playback on your Echo Show. In order to help identify a solution, I would like to get some additional information concerning this issue. If you wouldnt mind, please reply directly to this email with the following:

1. Did you hear or see any error code?
2. Was your ****** muted?
3. What color do you see (yellow, blue bar) after speaking the wakeword?
4. Does the ****** recover and return to a state where the ****** responds to the wakeword after reboot?
5. Does the ****** recover and return to a state where the ****** responds to the wakeword over time without reboot?
6. Was the ****** working recently or did this started to ***************?
7. What wakeword settings are you using?
8. If you speak loudly into the microphone does the ****** respond?
9. If you mute the ****** for a few minutes, then un-mute it, does it recover?
10. Is this reproducible every time or intermittent?
11. Please provide the steps to reproduce this (starting from ****** powered off).
12. What is the current ****** system volume setting?
13. Please confirm the expected behavior and what is actually happening.
14. Please confirm the date, time, and time zone when you reproduce this.
15. Please confirm the date, time, and time zone when this started.

To give our technical teams the information needed to troubleshoot this issue, please send us the log files from the Alexa ************** Open "More" and select "Help & Feedback."
2. Under "Suggestions" select "Provide feedback." Then select the Alexa ****** or app that's experiencing the issue.
3. On "Tell us more about your issue" pages, select the closest category and issue.
4. Add any additional comments and then select "Send feedback."

We hope to see you soon.
Regards,

Abhishek
Amazon.com
*****************************
Customer Answer
Date: 06/16/2023

Complaint: 20137805

I am rejecting this response because: Firstly, Amazon provided no contact information for me to continue to troubleshoot and try to get these growing issues resolved with the representative thats responding to this complaint. I've included answers to the questions in an effort to help Amazon technicians troubleshoot this, but several questions will require more time for me to test and determine how the device is responding. With no contact information, theres no one I can follow-up with to provide this information.
Secondly,the issues are not only continuing, but new issues are arising every day.Amazon is not addressing the extended timeframe they have not been providing the services I've been paying for. They are not offering a credit or refund. I still cannot access music streaming or music I've purchased. I also am unable to effectively use the device (Echo Show 8) for its intended purpose - leaving me with an expensive, non-functional piece of electronics equipment.

Sincerely,

***************************************
Business Response
Date: 07/11/2023
Hello,

Thanks for your patience as we work on your Echo streaming issues. In order to help identify a solution, I would like to get some additional information concerning this issue. If you wouldnt mind, please reply directly to this email with the following:

Is the issue able to be reproduced every time or does it happen intermittently?

What are the steps you are doing to reproduce the issue? For example what commands are you giving the device and what does it respond with?

Thanks for choosing Amazon.

Regards,

Abhishek
Amazon.com
*****************************
Customer Answer
Date: 07/17/2023

Complaint: 20137805

I am rejecting this response because: after responding and providing the additional information requested the problems continue and no further communication or information has been shared on when service will be restored. On July 11, I sent the following response to an email inquiry sent by Amazon: Thanks for reaching out to me. Yes, these issues are happening every time I try to use the Echo. Initially, when I hit the mute button the Echo would respond and play music. Once or twice this worked and then stopped. It no longer works. Nothing seems to work - not unplugging or resetting it.
It is now approaching five months since Amazon Music streaming service has stopped working. This is negatively impacting me as a customer in two ways. One, the multiple ********************** devices I purchased to access and use Amazon Music have been rendered useless. And secondly, I'm not being provided a service I'm paying for through annual Prime membership. This is an unjust business practice for Amazon not to refund or offer credits to customers when they are not providing services for such an extensive period of time.
Sincerely,

***************************************
Business Response
Date: 07/28/2023
Hello ********,

Thank you for writing back to us with the requested information.

We would like you to troubleshoot your streaming by replicating the following steps:

1. Place the device at **** ft. from the wireless router for good signal strength.
2. Power cycle the WiFi router by unplugging it from the power source for 20 seconds and plugging it back in.
3. If you are using a 2.4GHz networks, channels 1, 6, and 11 are most likely the best channels to use as they do not interfere with each other when using a 20MHz band.
4. Microwaves, cordless phones, and baby monitors can transmit signals at or near the 2.4GHz range, causing interference. We ask that customers keep these devices away from the Echo, at least 6 feet away.
5. Check if other devices connected to the network are using most of the bandwidth.
6. Do a speed test on the network and check if the bandwidth is good enough.
7. Try connecting the device to other WiFi network or mobile spot and check once.

Once youve completed those steps, can you please let us know if you are still experiencing streaming issues?

If youre still experiencing problems, please go to the Alexa *** > Settings > History, and select the option "No" on the commands ***** didn't completed.

Please also reply to this email and let me know. Id be happy to further work on a solution.

We hope to see you soon.
Thanks for choosing Amazon."

Let us know once the customer reply with information.

Best regards,
Abhishek
Amazon.com
Customer Answer
Date: 07/31/2023

Complaint: 20137805

I am rejecting this response because: I am rejecting this response because: I completed the 7 recommended troubleshooting steps and the issues were not resolved. I continue to be without effective music streaming service, which I continue to pay for. These are the same steps I have been walked thru on multiple occasions previously by Amazon customer service reps. ** those occasions the issues were also not resolved. Amazon is presenting no resolution. Just looping thru the same boiler plate troubleshooting steps is customer service theater. There is no problem with my wifi. Im not using any interfering equipment. My bandwidth is more than sufficient and works very effectively on non-Amazon Music streaming services.What is clear is that Amazon made a serious blunder with their algorithm and updates for Amazon Music streaming. This is now going on the 6 month **** without restored service and no offer of refund or credit. Its time the *** to get involved as Amazon is unwilling to maintain proper business practice.

Sincerely,

***************************************
Business Response
Date: 08/22/2023
Hello ********,

Thank you for writing back to us with the requested information.

We would like you to troubleshoot your streaming by replicating the following steps:

1. Place the device at **** ft. from the wireless router for good signal strength.
2. Power cycle the WiFi router by unplugging it from the power source for 20 seconds and plugging it back in.
3. If you are using a 2.4GHz networks, channels 1, 6, and 11 are most likely the best channels to use as they do not interfere with each other when using a 20MHz band.
4. Microwaves, cordless phones, and baby monitors can transmit signals at or near the 2.4GHz range, causing interference. We ask that customers keep these devices away from the Echo, at least 6 feet away.
5. Check if other devices connected to the network are using most of the bandwidth.
6. Do a speed test on the network and check if the bandwidth is good enough.
7. Try connecting the device to other WiFi network or mobile spot and check once.

Once youve completed those steps, can you please let us know if you are still experiencing streaming issues?

If youre still experiencing problems, please go to the Alexa *** > Settings > History, and select the option "No" on the commands ***** didn't completed.

Please also reply to this email and let me know. Id be happy to further work on a solution.

We hope to see you soon.
Thanks for choosing Amazon."

Let us know once the customer reply with information.

Best regards,
Abhishek
Amazon.com
Customer Answer
Date: 09/01/2023
It is unjust that the BBB has closed this complaint. BBB did not give me sufficient time to carry out all the numerous recommended actions and respond to Amazon. It took several days to carry out all the different recommended troubleshooting steps. Many of these steps were requested in previous communications from Amazon, which I undertook and did not resolve the issues outlined in my complaint.
In response to this latest communication, I am rejecting Amazons response because: after completing their latest list of recommended troubleshooting steps,several of which were previously requested, they did not resolve the issues outlined in my complaint. It is now approaching six months since Amazon Music streaming service has stopped working. This is negatively impacting me as a customer in two ways. One, the multiple ********************** devices I purchased to access and use Amazon Music have been rendered useless. And secondly, I'm not being provided a service I'm paying for through annual Prime membership. This is an unjust business practice for Amazon not to refund or offer credits to customers when they are not providing services for such an extensive period of time.
Sincerely,

***************************************
Business Response
Date: 09/09/2023
Hello Ms ********,

I'm Abhishek 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.

Further to our previous correspondence, please confirm you've left feedback on commands using Alexa *** > Settings > History, and select the option "No" on the commands ***** didn't complete.

We need the exact time stamps for our technical team to proceed further.

We hope to see you soon.
Regards,

Abhishek
Amazon.com
*****************************
Customer Answer
Date: 09/11/2023

Complaint: 20137805

I am rejecting this response because: I followed the most recent requested troubleshooting steps: (1) placing my device within **** ft. from the wireless router for good signal strength, (2)power cycling the WiFi router, (3) using 2.4GHz networks channels 1, 6, and 11,(4) maintaining all potential interfering devices at least 6 ft feet away from my device, (5) confirmed other devices connected to the network are not using most of the bandwidth, (6) completed a speed test and confirmed my internet bandwidth is sufficient, (7) connected the device connecting to another WiFi network or mobile spot and checked the connection.

Im still experiencing the same issues. Ive reported these issues on the Alexa *** on numerous dates and times over the past 5 months, the most recent timestamp 9/11/23 12:20pm. Kindly provide a record of the reported issues you have received from me for my devices, so I can confirm if you have received all the issue reports I've sent.
The instructions you provided, using Alexa *** > Settings >History, and selecting the option "No" on the commands ***** didn't complete did not correspond with what my device displays. On my devices an Echo Show 8 and 5, under Settings, there is no History tab. There is a tab for Help<Send Feedback < Alexa ***, which offers 3 options: *** is slow, *** keeps going offline and Other issues. Ive used this process to submit feedback on the issues outlined in my complaint, which include: No music plays; Device screen shows its playing music, but no sound comes out; Delays ***** minutes between songs; Plays 1-2 songs, then suddenly stops, sometimes in the middle of a song. Additionally, new issues have arisen in the past couple months including: Volume setting auto resets to nearly inaudible level even after repeatedly turning it up; Voice requests must be made multiple times before the device responds, frequent responses are incorrect performing a function not requested and failing to stop when requested. Also, I cannot access and play music Ive purchased.
Why is it after more than 5 months of troubleshooting Amazon is still unable to resolve these issues and refuses to provide a refund?

Sincerely,

***************************************
Business Response
Date: 09/22/2023
Hello,

I am Mahendra 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.

Based on our investigation team confirmation, you need to use the Alexa *********** as previously stated in order to find the option to provide correct feedback on voice commands.

You need to use the alexa *********** on either your phone, tablet, or computer in order to get the correct options.

You can access songs that you have purchased on Echo devices by either giving a command for a specific song that you have purchased or by asking ***** to play a customer created playlist that has the purchased songs on it.

We appreciate your time and patience in this regards. We look forward to seeing you again soon.

Regards,

Mahendra
Amazon.com
*****************************
Customer Answer
Date: 09/22/2023

Complaint: 20137805

I am rejecting this response because: The feedback requested was provided both on the Echo deivce and again on the ***** **** but the issues are not resolved.

Greetings Mahendra,

What h***ened to ********? Are you in the same department or from another unit in Amazon? Why the change in customer service rep? **** has been an epic exchange, running over four months now.

ECHO FEEDBACK, ERROR REPORTS & LOGS
For the record, in my last response I requested a copy of the feedback Ive submitted via my Echo devices. You did not acknowledge or respond to that request. On multiple occasions, Ive filed error reports, sent logs and provided feedback. Where did all that data go? Has anyone at Amazon reviewed that? What does Amazon do with error reports, logs and feedback provided via Echo devices? Can you provide a copy of the feedback already submitted or not?

ALEXA APP FOR PHONE/PC
If I understand you correctly, I must download the ***** *** to my personal computer or phone to provide the same feedback Ive submitted via my Echo device again, correct? **** is something I have not wanted to do because of privacy and data concerns.

ALEXA APP FOR PC
Because you are requiring feedback be submitted via PC or phone, I downloaded ***** to both my phone and PC. It would not let me log in via my PC, my Amazon password was not accepted. Why would Amazon not allow me to log on to the ***** *** via my PC with my current password?

PHONE FEEDBACK
With no other option, I followed the instructions you provided on my phone, ***** *** > Settings >History, selecting the option THUMBS DOWN There is no "No" option. Additionally,I SPECIFIED WHAT WENT WRONG. **** was quite a cumbersome and time-consuming process taking over three hours to provide feedback on just 15 voice entries. Frequently,when I tried to fill out the form it erased the entry, the pages loaded very slowly and it would return me to the home page each time it froze (which was frequent). On average, I had to make 8 attempts for every history entry before the system would accept it. Is this by design so customers cant provide feedback? I have a hard time believing a company a large and resourced as Amazon cant engineer an effective phone *** for *****.

VOICE REQUEST HISTORY
Multiple voice requests,Id estimate roughly 85%, arent showing in the history. Why? Currently, ***** responds in***ropriately to more than 90% of the voice requests either not responding at all or playing something completely different from what was requested.Thats not what the history shows. If the goal is for me to provide you detailed feedback on every failed voice request and they arent even showing in your system, how is that helping address the issue?

STRANGE, INCORRECT VOICE ENTRIES
In reviewing the voice request history, I also noticed very strange entries on more than 10 entries Amazon Unlimited is showing. I did not sign up for this service, why is it in my voice entries? I have had multiple issues with Amazon signing me up for this Amazon Unlimited and billing me against my wishes. I hope this is not another case of that h***ening. For the record, I do not want Amazon Unlimited and never signed ** for that service. In addition,in my history, there were several strange audio entries in Russian nothing I ever requested.

PLAYING MUSIC PURCHASES
My Amazon Echo device does not play music Ive purchased when requested. When I ask Echo to play music Ive purchased, it says that music is only available if I upgrade to Amazon Unlimited, or it plays something completely different.

NEWEST ISSUE
The newest issue with ***** with Amazon Music is it failing to turn off when requested. **** has been accelerating over the past month or so. The issues brought ** in the initial complaint continue, which include: (1) No music plays; (2) Device screen shows its playing music, but no sound comes out; (3) Delays ***** minutes between songs; (4) Plays 1-2 songs, then suddenly stops, sometimes in the middle of a song, (5) Volume setting auto resets to nearly inaudible level even after repeatedly turning it up; (6) Voice requests must be made multiple times before the device responds, (7) frequent incorrect responses to requests.

AMAZONS SYSTEMIC ISSUES
In conclusion, its clear Amazon has a considerable, ongoing issue with changes made to its software and AI system in 2023. For the first year and half I used ***** ************** operated fine with none of the issues outlined in this complaint. Over roughly the past six months (from about April 2023 onward) these issues have arisen, seemingly out of the blue. **** is not because Ive failed to provide you feedback as a customer. Its because youve failed as a business to address and correct your own system issues.

The bottom line is that Amazon is not providing its customers the services we are paying for. Either resolve the issues or refund the corresponding value for music streaming from the annual membership fees ($6.99/month) and allow customers to return their streaming devices for a full refund ($342.85).

See attached voice request activity logs for which I provided feedback.

Sincerely,

***************************************
Business Response
Date: 10/11/2023
Hello,

I am Mahendra 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.

Based on our investigation team confirmation, you need get some information related to the issue.

As per the refunds we don't provide partial refunds for the prime membership. As a final resolution we can offer a $50 goodwill credit at the end of this case.

Also Can we also get title names and time frames on when you are listening to owned music and it fails? I see you signed up for music unlimited on September 27th for the free trial and the free trial is set to end December 27th 2023.

We appreciate your time and patience in this regards. We look forward to seeing you again soon.

Regards,

Mahendra
Amazon.com
*****************************
Customer Answer
Date: 10/17/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********. Here is my response to Amazon.
Greetings Mahendra,
Im sorry to hear Amazon is unable to address all the technical issues with Amazon Music that compromise the ability to listen to music on this platform and render useless the multiple Echo devices Ive purchased. However, I appreciate and accept the credit, which will help me pay for an alternate music service.
Regarding the music Ive purchased from Amazon that I cannot access on Amazon Music, this includes the following artists/albums and timeframes when Ive requested this music:
Dizzy (album: Baby Teeth) May Oct 2023
***** (albums: Evergreen, ****, My Mind) May Oct 2023
**************** (album: Born to Die) Jun - Aug 2023
*** (albums: We Are Born, Color the Small One, Some People Have Real Problems) Jun - Aug 2023
*************** (albums: Eight Classic albums, Complete recordings) April Oct 2023
*********************** (albums: On the Track, Up a Lazy River, Anytime, *********************************) April - Jun 2023
***************** (albums: Blood Money, Big Time, Rain Dogs, Nighthawks at the Diner, Used songs) Jun - Aug 2023
*********************** (album: Coming Home) June 2023

Sincerely,

***************************************
Initial Complaint
Date:06/02/2023
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.
On March 28, 2023 I placed an order for **** FE *******mm F5.6-6.3 OSS camera lens. Amazon order # ***-4515989-8925819 Amount: $2,202.80 On March 31 (see uploaded doc), with no explanation whatsoever, I received an email from Amazon stating that It looks like your package was marked as undeliverable and will be returned to an Amazon *************** The letter stated: In most situations, undelivered packages are processed by Amazon in 14 days, but they can take up to 30 days to be processed. Once the item has been successfully processed at our *************** youll receive an email confirming the return and refund. In most cases, once a refund has been submitted, your bank will post it to your account within 3-5 business days.On April 7th I contacted Amazon regarding my refund (phone ************). I explained that I never received the shipment, that Amazon told me that it was undeliverable and that it was going back to their warehouse. I was told to wait for it to be returned before I received a refund for the $2,202.80.I waited 2 weeks and around April 15th I filed a dispute with my bank. I decided to do take this action because if I had to wait 30 days PLUS 3-5 business days, the total amount would have been deducted from my checking account on May 2. Because I could not afford to have that $2,202.80 deducted from my checking account AND I was getting no specific help from Amazon, I decided to let my bank dispute the charges. On April 20th (Phone #************) I called customer service. Spoke to Pau, an agent at Amazon. She said that I didnt need to respond to the email dated April 18th(emailed to chargeback-billing-******************************** but that I needed to lift the dispute with my bank and I would be issued a refund, TO MY ***** for the full amount. I was assured that the refund would go back to my ***** not to my Amazon account.Because I lifted the dispute with the bank, Amazon received their payment. The bank now says that there is nothing they can do to help with my refund.I have contacted Amazon numerous times asking when I will receive my refund. I get anything from 3 days to 2 months. One of the agents even stated that I would not receive any credit at all. This is not acceptable as Amazon made the decision not to deliver it, I had nothing to do with its cancellation, and should not have to be responsible for paying for it. I have responded to a number of emails with ridiculous questions to no avail. One of them stated: If you haven't been issued a refund after 30 days, we recommend that you reach out to the carrier. The carrier was Amazon and it was never even delivered! I told them that I did not want this to be debited from my checking account, which would have been May 2nd, but they could not give me any information. In fact, of the approximately ***** people I have spoken to, no one has told me anything specific!I have complied with and responded to all their requests for information (see May 7th email w/ my response included in the message below). I have read their lies stating that THEY lifted the dispute with my bank, that THEY sent my refund; that I would be receiving a refund in 3-5 days, etc. Everyone I have spoken to has told me something different, or nothing, or "reply to this email". This has been ongoing since end of March. I need this to be resolved as soon as possible.Thank you for your assistance.
Business Response
Date: 06/12/2023
Hello,

We have granted the customers request for a refund.
We sent an email to the customer through their registered email address on 2023-06-12. This email confirms that the refund has been issued for $2202.80 to the original payment method.

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

Complaint: 20137774

I am rejecting this response because:This is the same offer that I have received numerous times,and I still have not received one ***** of what has been taken from me. I have been told to wait anywhere from 2 days to 2 months to receive my refund and then told to check with my bank if I do not receive credit. Why should it take more than 1 day to credit my account? I have been waiting for my refund since the order was initially cancelled, not by me but by Amazon, on Mar 31st.It is now clear that these have been stall-tactics, with scripted, ridiculous emails and responses, and they have no intention of actually honoring their commitment to return my money.(SEE LATEST EMAIL ATTACHED DATED 6.4.23)
I will agree to close the dispute when I am notified by Amazon that the $2,202.80 IS credited back to my original credit card. Upon confirmation that the money has actually been credited, I will, ONLY THEN, close the dispute.
I have been an Amazon Prime member and have never experienced this type of treatment before. I have lost time, money in terms of interest, been deceived and lied to, hung up on, and I will only accept a full refund back to my credit card, immediately!

Sincerely,

*********************************
Business Response
Date: 06/20/2023
Hello,

I am ***** from Amazon account service team. I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB.
We have requested a refund for USD 2202.80 to your bank account. This refund should be posted in the next 5 business days. Please contact your card issuer for support in locating this refund.We appreciate your cooperation in resolving this matter.

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

*****
Customer Answer
Date: 06/22/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is acceptable to me.
I just want to say how thorougly disgusted and sickened I am with the treatment I received from Amazon. I will never order anything for them, or do business with any of their affiliated companies.
Thank you so much for the help you provided to resove this issue BBB! I am so grateful for your attention and assistance. You provide such a valuable service to consumers.
Sincerely,

*********************************
Initial Complaint
Date:06/02/2023
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.
My Amazon *** account was hacked recently, at least three days ago. My password was changed and a phone number was added onto the account alongside two-factor being enabled, all of which I did not receive a single email about. I contacted *** support yesterday to let them know my account was stolen and maybe my information as well. The only thing I was told up until recently was to have a one-time-password sent to the number on the account to allow me back in. I received a link about disabling the two-factor that I went to and brought me to the *** login page. I attempted to login but got a message instead saying my account was deleted. I added that information onto my next response to the support ticket and I'm still being told to have a one-time-password sent to that number, and that I was the one who submitted the deletion request. In a recent response from support, it was said that the phone number and two-factor were both added from Amazon's end. My information has potentiality been stolen and used, a book I put four years of my life into is gone, writing was my job and now I no longer have employment, I was impersonated, and from what the support agent told me, an employee was the one who stole my account. I get redirected to a new agent with every response and each one refuses to acknowledge anything about the issue. I just keep being told I was the one who submitted the request and to change the password, have a one-time-password sent to the number on the account. The quality of care and understanding I've received regarding this is disappointing and hurtful seeing how little *** cares about the well-being of their authors, and how they refuse to acknowledge the actual issue. Screenshots of the entire conversation have been saved and included. I will not be responding to anymore requests from *** as they refuse to actually help. Asking if I could properly read as well is incredibly rude and unprofessional. I was rude after that question myself, I admit, which is why I'm not speaking to KPD myself any longer.
Business Response
Date: 06/10/2023
On 6/7, the Executive Customer Relations team reached out to ******************** via email regarding the steps to take for unauthorized activity on the account. However, as of now we haven't received a response from ******************** on the email we sent, to explain her that she needs to submit an online form to the account specialist team, who will review the activity and report back within 24 hours, via email.
Customer Answer
Date: 06/10/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and it's unfortunate how it not only took 4 days for KDP to tell me how to get my account back from the hacker, but it's hurtful how KDP completely ignores their employees asking me I knew how to read, calling me childish, and even how I received a personal email from KDP staff attacking me for reaching out to BBB to resolve this issue. I have recently received some news and I am not in a position where I can continue to argue and be overwhelmed by this situation nor stressed out by my information being stolen & me impersonated. Also due to the lack of respect given by KDP support (although whoever spoke with me in the end was kind), and due to a lack of a trusted security feature, I have no interest in working with KDP any further which is why I haven't responded. Which is unfortunate. KDP was, for the most part, a good experience. I will accept the response from the business simply so I can be done with this entire situation. Thank you BBB for helping resolve this issue.

Sincerely,

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

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