Complaints

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

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  Amazon.com

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

  
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  Amazon

  4400 12th Street Ext West Columbia, SC 29172-3300

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  Amazon.com

  2020 Joe B Jackson Pkwy Murfreesboro, TN 37127-7792

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  Amazon.com

  1155 Worldwide Blvd Hebron, KY 41048-8648

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  Amazon.com

  1 Centerpoint Blvd New Castle, DE 19720-4172

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: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 beyond furious right now. Im tired of trying to get my life together and having these big disgusting companies make it hard. I gave so much money to Amazon even though I should not. Ive been spending so much money on their stupid website trying to get my home together after coming out of homelessness. This garbage company just took my money and shut down my account. I kid you not, theyre telling me I need proof I am who I am and have $300 on a gift card on my account and was reloading it for 200 more. I am trying to buy a laptop and now I cannot tonight which is really bad and sesame behind and they blocked me out of my own account. I am not giving them Anything. There was no reason to lock my account, and if they do not reinstate it, I will see you I swear to God. This shows that ******************* went to his hands on everyones money and cannot get enough. The green is disgusting. People like me are constantly cheating by companies like this better business doesnt do anything Im going to see the living c*** out of Amazon. If I never added money in my account will not been locked. I am so disgusted right now. Give me access to my money immediately. This is a huge lawsuit. Probably going to find a class action honestly. Amazon needs to go down. S**** you *************************.

  Business Response

  Date: 06/05/2023

  Hello,
  
  We have restored your access to this account and processed any pending orders. You can track the progress of your orders in the "Your Account" section of our website.
  
  If you want to continue using Prime benefits, please re-subscribe.
  
  Thank you for your patience and we are sorry if any inconvenience was caused. We will notify you by email when we send your orders.
  
  Please help us improve this process and take our survey to rate your experience:
  ******************************************************************************
  
  Sincerely,
  
  Account Specialist
  Amazon.com
  ******************************

• 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.

  As a devoted LostArk player since its launch, and having invested over $3,000 in the game, I find myself deeply disheartened due to an unjust ban imposed on my account. Despite my long-standing loyalty to the game and the significant financial commitment I've made, my attempts to rectify this issue have been met with largely impersonal, templated responses. This lack of personalized attention is profoundly concerning.Adding to this, I have found that other players, who experienced the same ban wave and subsequent waves, as discussed on our ****************** have since had their bans lifted. I am left wondering why I have not been accorded the same fairness and due process.One of the few personalized responses I received made mention of a 'multiple penalty history' tied to my account. This information was new and surprising to me. Seeking clarity, I requested my Amazon data to understand these supposed penalties. Upon review, I discovered several discrepancies:There were multiple records that appeared to be duplicated, only minutes apart. This pattern is suggestive of a potential system error.1) A record labeled "Botbash - Karma Anti-Cheat" from March 2022, linked to a known issue of false suspension for players who accidentally disconnected from the game. Despite Amazon's representative, Roxx, assuring us that this incident would not impact our records (*************************************************************************************************), it remains present.2) There were two incidents of "cheating" bans in August and September, which I had no knowledge of. My play history clearly indicates active gameplay during these periods, and I did not submit any ban appeal requests for these purported incidents.3) The rest of the bans seem to be related to the recent wave, the cause of which I am still uncertain about. Yet, other players who were implicated in the same wave have since been unbanned.Steam: NeoXAngel Char: Neoangel Server: Karta

  Business Response

  Date: 06/04/2023

  Hello,
  
  
  I'm ***** from Amazon.com. 
  
  
  I'd love to help, however, I wasn't able to find the order you asked about on your message. For your account's protection, we're only able to provide account and order information when we can confirm the request is coming from the account holder through the email address on the account. We'd request you to please help us with the order number related to your purchase.
  
  
  If you still need help, please contact us again by visiting our Help pages (**********************************), select the "Need More Help?" link and click on "Contact Us." Be sure to contact us from the email address on the account used to place the order.
  
  
  We look forward to seeing you again soon.
  
  
  
  
  *****
  Amazon.com
  *****************************

  Customer Answer

  Date: 06/04/2023

   
  Complaint: 20133610
  
  I am rejecting this response because there was no resolution. The complaint was with respect to my LostArk account with ********************** Games Studio. 
  
  Sincerely,
  
  ******* Wirojwong

  Business Response

  Date: 06/16/2023

  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.
  
  The account in question was closed for detected use of 3rd party cheat program.
  
  We license Easy Anti-Cheat, the industry-leading anti-cheat service, countering hacking and cheating in multiplayer PC games.
  
  This account closure is of high confidence based on the detection of the cheat program, with corroboration from reports made by other players.
  
  A review of previous penalties on the account did not surface any known false positives.
  All cheat penalties of this nature are considered final.
  
  We reserve the right to review or reverse penalties for players on a case by case basis, and the outcome of one player's appeal has no bearing on the appeals of other players.
  The appeal made by this player was denied as the penalty was valid. The records show that many identical appeals were submitted by the player after the denial, and those would have received the same response each time.
  
  Regards,
  
  *****
  Amazon.com
  *****************************

  Customer Answer

  Date: 06/16/2023

   
  Complaint: 20133610

  Hi *****,

  I write to express my profound disappointment and frustration regarding the recent decision to reject my appeal for the reinstatement of my Lost Ark online game account. It is disheartening to witness a lack of willingness on your part to treat every customer equally and fairly.

  In light of this unjust treatment, I am left with no choice but to demand a full refund for the various purchases I made within the game through Steam. As I am unable to access these purchases or derive any enjoyment from them, it is only reasonable to expect a reimbursement.

  Specifically, I draw your attention to the Crystaline Aura bonus effect, for which I had diligently prepaid multiple months. Regrettably, I have been unjustly denied access to my account, rendering me unable to utilize this feature that I had invested in. To support my claim, I have attached the purchase history extracted from my Steam account.

  I implore you to reconsider your decision and rectify this situation promptly. It is essential for your company to uphold a fair and customer-centric approach, where all users are treated with respect and their concerns are addressed promptly and adequately.

  I eagerly anticipate a swift resolution to this matter. Failure to provide a satisfactory response within a reasonable timeframe will regrettably force me to explore further actions to protect my rights as a consumer.

  Sincerely,
  Satapon Wirojwong

  Business Response

  Date: 06/22/2023

  Hello *******,
  
  I'm ***** from Amazon.com.
  
  We'd like to confirm that the correct response and information has already been provided after a thorough investigation internally.
  
  As mentioned, We reserve the right to review or reverse penalties for players on a case by case basis, and the outcome of one player's appeal has no bearing on the appeals of other players.
  The appeal made by this player was denied as the penalty was valid. The records show that many identical appeals were submitted by the player after the denial, and those would have received the same response each time.
  
  Regards,
  
  *****
  Amazon.com
  *****************************

  Customer Answer

  Date: 06/24/2023

   
  Complaint: 20133610
  
  Dear ***** at Amazon.com,

  Thank you for your response. However, I must express my frustration regarding the repetitive and non-specific nature of the responses I have received thus far. It seems to me that there has been a lack of transparency in detailing the precise nature of the infractions that led to my ban, despite my repeated inquiries.

  It is particularly concerning that several penalties on my account were later deemed 'false positives' by your team, yet no concrete reasoning or explanation was ever provided for these errors. This lack of clarity and communication makes it difficult for me to understand the basis of your decisions and leaves me with a feeling of being wronged.

  Furthermore, I have raised the issue of a refund for the services that I have paid for but am now unable to use due to the ban. To date, this request has been largely ignored, which only adds to my frustration and disappointment with this entire process.

  It is hard not to feel as though I have been baited into investing both my time and substantial funds into the game, only to be abruptly denied access to the very services I paid for. Given the magnitude of my investment, I can't help but wonder if this is a tactic being employed to save resources for other endeavors, such as the new games you are launching.

  I urge you to consider the implications of such actions, not just on my experience, but potentially on countless others who may find themselves in a similar predicament. This approach not only sows discontent among your customer base, but it also raises serious questions about your commitment to fairness and customer satisfaction.

  I kindly request you to reconsider your stance, provide the transparency I seek about my penalties, and address my request for a refund. It is my hope that we can reach a fair resolution to this issue.

  Best regards,

  Satapon W.

  Business Response

  Date: 06/28/2023

  Hello *******,
  
  I'm ***** from Amazon.com.
  
  We'd like to confirm that the correct response and information has already been provided after a thorough investigation internally.
  
  As mentioned, We reserve the right to review or reverse penalties for players on a case by case basis, and the outcome of one player's appeal has no bearing on the appeals of other players.
  The appeal made by this player was denied as the penalty was valid. The records show that many identical appeals were submitted by the player after the denial, and those would have received the same response each time.
  
  Regards,
  
  *****
  Amazon.com
  *****************************

  Business Response

  Date: 07/14/2023

  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.
  
  We'd like to confirm that the correct response and information has already been provided after a thorough investigation internally.
  
  As mentioned, We reserve the right to review or reverse penalties for players on a case by case basis, and the outcome of one player's appeal has no bearing on the appeals of other players.
  
  The appeal made by this player was denied as the penalty was valid. The records show that many identical appeals were submitted by the player after the denial, and those would have received the same response each time.
  
  This case involves a detected cheat by an industry leading anti cheat solution. Please note that player has also admitted culpability multiple times in ticket submissions. All purchases for Lost Ark are made through Steam and are marked as non-refundable. Any requests for exceptions to that policy must be made through the Steam support and are subject to their policies.
  
  
  Regards,
  
  *****
  Amazon.com
  
  *****************************

  Customer Answer

  Date: 07/22/2023

   
  Complaint: ******** - I reject.
  

  I must express my deep disappointment and frustration in response to your message. As a dedicated player of Lost Ark, I have invested not only thousands of dollars but also countless hours into the game, hoping for a fair and enjoyable experience. However, the treatment I have received thus far has left me feeling disheartened and ignored.

  Your claim that I made multiple appeals should come as no surprise, given the substantial time and money I've dedicated to the game. However, the responses I received seemed nothing more than generic and automated templates. I yearned for a personalized and detailed explanation regarding the reason for my ban, but all I received was ambiguity.

  I strongly object to your assertion that I admitted to any wrongdoing. On the contrary, my appeals were made out of desperation and frustration because I remain clueless about the supposed infractions I committed. I naively tried to follow suggestions from other players who claimed to have been unbanned through similar means. However, these attempts only added to my sense of injustice.

  You claim that EAC is an industry-leading anti-cheat solution, but this alone does not constitute concrete evidence of any misbehavior on my part. I have provided ample proof that Amazon has acknowledged false positives in the past, and there are continuous complaints on Discord from players facing unwarranted disconnections by EAC. This raises serious doubts about the reliability of the system and its impact on innocent players like myself.

  The matter of refunds adds yet another layer of concern. I find it disheartening that you hide behind Steam's non-refundable policy for purchases made in the game. Since Steam is the exclusive platform for acquiring in-game items, this creates a deceptive scenario where players are left without recourse. If you are genuinely committed to rectifying the situation, I implore you to provide written confirmation of your willingness to ***** a refund. This would empower me to approach Steam and make a formal request, avoiding further delays and deferrals.

  In conclusion, I am deeply disappointed by the lack of transparency, understanding, and accountability displayed throughout this process. As a devoted player, I had hoped for a more considerate and respectful approach. Instead, I feel like my loyalty and investment have been taken for *****ed.

  While a refund would be a fair resolution, I am also willing to consider getting unbanned as an acceptable outcome. However, I insist on receiving a detailed and concrete explanation for the penalties imposed on my account. A fair and equitable resolution, whether through a refund or an unban, is all I seek.
  
  Sincerely,
  Satapon Wirojwong

• Initial Complaint

  Date:06/02/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchase **** offered 25% discount. It did not apply. Rather it changed to an 8% discount. Amazon credit card gave option 6 interest free payment. When selected, it in creased the amount of the purchase. When I switched credit card payment, there was a promotional discount of $13.00 (plus change). When I tried to apply it, it asked for the promotion code which I was unable to find. I called Amazon customer service a total of 5 times. The 1st 4 calls were disconnected. When I called back again, a Supervisor was unable to either explain the issues or provide remedy. I must now question whether this is a situation of "bait & switch" which is an illegal business practice.

  Business Response

  Date: 06/06/2023

  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've reviewed your BBB complaint and I understand your concern about the promotional offer on the items that you wanted to purchase.
  
  Upon checking the item of Ekouaer Beach Swimsuit item, the promotion that is mentioned for this item is mentioned on product page "Buy 2, save 3% Buy 3, save 4% Buy 4, save 7%. Offered by Ekouaer loungewear".
  
  Apart for this, there is no other promotion available for this item. We recommend you to please contact the card issuer for the discount and offers related offered by the card company. They will also be able to assist you with the information that you require about installment plans.
  
  We made one time exception and added gift card credit of $21.39 when you contacted ** to report about the offer.
  
  
  Regards,
  
  *****
  Amazon.com
  *****************************

  Customer Answer

  Date: 06/13/2023

  I never saw the response until I had no time to respond.

   

  While the credit was nice, I remind Amazon that I made several calls in an attempt to resolve this to no avail. I finally received a credit when I contacted the company via chat. Maybe a "paper trail" was necessary?

   

  I did not purchase the item in question. I still believe that it was possibly a bait a switch in that there was another offer to discount the item other than the on described in the response received. That is a problem left unresolve for the next buyer.

• 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 bought a MacOS screen 11/2022 on Amazon. After 2 months, its camera stopped working. Now it has "stage light" issue, which means the bottom of the screen shows dark-light-dark-light spots, like a stage light. Also after the lid is tilted over 30 degrees, the screen becomes black. I have contacted the seller and never got response back. Also they deleted my message. After I contacted Amazon customer service multiple times, finally they said I can return the item and get full refund back. And I returned the item 5/20/2023, and they charged me the restocking fee for $55.98.They said it past the returning window, but with such obvious defect, you want me to take the loss, you got be kidding me?! Just because defect didn't appear in the returning window, you want me to take the loss?! So ridiculous!More ridiculously, one of their customer service even told me they processed that $55.98 refund one week ago. They DID NOT! What a lier!I talked their customer service manager and he said he can't do anything about it. WTF!I need that $55.98 back to my credit card, because I won't use Amazon any more. Returning money to Amazon gift card is a waste to me. I don't know what to do with that balance.Order number: 111-4890330-4048214 Please help me, thanks!

  Business Response

  Date: 06/05/2023

  Hello,
  
  Hello ***********,
  
  I'm ***** from Amazon.com. I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I've provided the BBB with a copy of this message.
  
  I've reviewed your BBB Complaint and I'm sorry to hear about the problem you've had with your refund. On this occasion, we cant refund the restocking fee because the item arrived in an unsellable condition.
  
  Unsellable items are damaged, missing parts, not in the original condition, or have obvious signs of use for reasons not due to an Amazon.com or seller error.
  
  Please see ************************************************************************** for more information.
  
  Thanks for your understanding.
  
  
  Regards,
  
  *****
  Amazon.com
  *****************************

  Customer Answer

  Date: 06/06/2023

   
  Complaint: 20133584
  
  I am rejecting this response because:

  
  It is certainly because of sellers fault. That screen is in bad quality. My original screen lasted at least for 5 years. You can tell the difference between these 2 screens from there. That screen is very obviously stage light issue because the cable is shorter than supposed to be. When you open the lid, over time, the cable is stretched and worn. 
  That is such a obvious quality issue, why you cant see it?!
  
  Sincerely,
  
  ***********

• Initial Complaint

  Date:06/01/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was given Promotional Credit that I used for order 113-3289153-7137000, Which was lost in transit, the item that was lost was investigated .I had to selected a different item which is 112-8936663-9125838. which was not the same quality of my originally selected item that was lost. upon attempting to return the dissatisfied item I was informed, I would forfeit my credit .furthermore pay for shipping since *********** window is a general time 9am-9pm and I have a work schedule. This issue has beyond become nuisance from delivery issues , missing items to having to pay for return items that have caused more than inconvenience

  Business Response

  Date: 06/03/2023

  Hello Denahrrio,
  
  I am Raman 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.
  
  We see the concern you have shared with reference your order ending ****, and also have reviewed the issue of the promotional credits in the past in detail. While we see the misunderstanding in this regard, we will not be able to issue any further credits or issue refunds on this issue. 
  
  In this case, the order shows it is still in transit and can be delivered on or before end of day Wednesday, June 7, 2023. Further, this order was paid using promotional credits, they are courtesy credits that can not be refunded, reissued or reinstated once used.  
  
  I share the link to the pages governing the issue and use of promotional credits. 
  *******************************************************************************************************
  
  I realize you're upset we've been unable to address your concerns to your satisfaction. However, we'll not be able to offer any additional insight or action on these matters, and any further inquiries on this matter will not receive a response.
  
  We appreciate your business and hope to have the opportunity to serve you again in the future.
  
  Regards,
  Raman R.
  Amazon.com ****************

• Initial Complaint

  Date:06/01/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 5/31/23, I ordered a Bissell **** upholstery tool from Amazon's phone app. Item cost $8.00 and, with tax, order came to $8.51. Order number is 112-0703528-0761851. The delivery was allegedly left at my home today however the package left at my front door was just an empty plastic shipping bag with Amazon printed on the bag in blue letters. Label shows several code numbers including what looks like a tracking number (TBA306967535161) as well as code DCY9 - Cycle 1. There is also a pink label that says "B-30.2E" and "Drivers Aid ****." I reached out to Amazon via chat and spoke with ******. I have her all the label info. Despite the Amazon app showing that the shipment had been delivered and including a photo of the empty bag at my front door, ****** stated that Amazon can't confirm I decided delivery and to contact them "in a few days" to see if anything can be done. While the dollar amount of the item isn't huge, the fact of the matter is that I paid for an item, received only an empty bag and Amazon is unable (or unwilling) to help. I don't want a refund! I just want the item I ordered. ****** said she could not help with this either. I don't know what else to do. I really need someone to advocate for me to get the item I paid for. I don't have the money to be able to donate to Amazon only to be sent an empty bag. In looking at the bag, it doesn't even appear as though this was ever sealed. The perforated tear area is still intact. Please help. I have friends who have also recently received empty bags and boxes from Amazon instead of the items they ordered. This then becomes a "he said, she said" between the consumer and Amazon. Given the greater frequency of these occurrences, it almost seems like an intentional ploy by Amazon to boost profit without having to send product. Please look into this.

  Business Response

  Date: 06/03/2023

  Hello *****,
  
  I am Raman 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 see the concern you have shared with your missing item on your order ending **** and have looked into the issue in detail. We regret the issue, and are looking into the matter in more detail. 
  
  At this time, we have shipped a replacement order ending **** on a priority basis on Friday, June 2, 2023, we expect this should be delivered on or before Saturday, June 3, 2023.  
  
  I assure you that we care with our shipping and monitor incidences of this nature carefully. I would not want to speculate in this matter on how we select/assign carriers or investigate deliveries. 
  
  It's very important to ** that our customers receive the products they purchase from Amazon. Shipments that aren't received are inconvenient for you and costly for Amazon.
  
  I hope this helps. 
  
  Regards,
  Raman R.
  Amazon.com ****************

  Customer Answer

  Date: 06/03/2023

   
  Complaint: 20133163
  
  I am rejecting this response because: I just received notification that the "priority" shipment of the replacement, which was set to be delivered today (6/3) per your response, is now expected by 6/7. Your company screwed up AGAIN on this order. I needed this item by Friday,  6/2. I was willing to accept it being a day late with the priority shipment. I stayed home ALL DAY today waiting for the replacement only to receive notice at 4pm that it would not be arriving. Amazon continues to waste my time, hold my money and not deliver. At this point, I want the order canceled and a refund issued. I needed to use the item this weekend and will find a local store to purchase from to facilitate this (since Amazon clearly cannot). It seems suspicious that my original delivery was an empty package and now the order was pushed back again.  Was this item ever really in stock as Amazon claimed? Or was the order taken without the inventory to back it?  If it was the latter, the BBB needs to seriously look into Amazon's business practices. 

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

  Business Response

  Date: 06/08/2023

  Hello *****,
  
  I am Raman 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 have reviewed the tracking on the replacement order, and see the aggravation caused due to the date shared with you being longer than expected. 
  
  The tracking shows the item was shipped on Friday, June 2, 2023 and eventually delivered to you on Sunday, June 4 at 2:23 PM local time. 
  
  I thank you for the feedback you have shared with reference the packaging, as missing items as costly for Amazon as well as inconvenient for customers. I assure you that we follow the highest standards with shipping and take reports of this nature seriously. 
  
  We take full responsibility for packaging your order so that it arrives safely.
  
  Well use information collected from your order to help assess and improve the quality of the items packaging to ensure that we are delivering a great customer experience. 
  
  Regards,
  Raman R.
  Amazon.com ****************

• Initial Complaint

  Date:06/01/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a pool on 4/11/23 from Amazon. Wasn't exactly what I wanted and changed my thoughts and returned the pool. Took 2-3 weeks to get the correct return label from the seller. They wanted me to pay 200 dollars to return it. Being a prime member I've never paid for a return. They sent me the correct one finally and I returned it. I paid ****** dollars on the pool. They refunded it to Amazon and Amazon decided to process it to a gift card and NOT my original payment method. This is the first They have ever tried to do that to me. I've been fighting with them since 5/11/23 to get my money back. They continue to push me around and say oh it's **** business days. Then it's 3-5. Then a supervisor names ******* said no one ever reprocessed it so it would take ***** hours and I would have it back in my account and an explanation as to what happened. That was on 5/26. I still don't have it. They are refusing to refund the ****** to my original payment method. My debit card. This has caused an incredible amount of stress. I have had to put off very important things due to this.

  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 of $317.99 for your item Bestway 12752E Steel Pro Above Ground Backyard Frame Pool for Kids & Adults, 15' x 48", Blue
  
  I apologize for the inconvenience that you have experienced in this case.
  
  Upon checking I see that the gift card has been claimed and the gift card Balance is $0.00. We are unable to issue the refund to your original payment method.
  
  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
  
  

  Customer Answer

  Date: 06/08/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and this has been resolved by the executive customer relations team with **********************. Your assistance is no longer needed. 

  Thanks,
  
  ***************************

• Initial Complaint

  Date:06/01/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I received an email from amazon on 5/31 stating my account violates their gift card policy and my account was shut down. No further explanation was given. I had about $300 worth of items in transit that they stated were cancelled and none of my money was refunded. I called and spoke to a representative who stated I could log on and send in my credit card statement and that would expedite the process. I just received an email today stating that they are keeping my account closed with no further explanation. I have been a loyal amazon customer for year and feel very cheated.

  Business Response

  Date: 06/13/2023

  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 6/1/2023.
  
  Sincerely,
  Amazon.com

  Customer Answer

  Date: 06/13/2023

   
  Complaint: 20133108
  
  I am rejecting this response because Amazon has provided no evidence or explanation as to why my account was locked and no one from the company will speak to me about it.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:06/01/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was charged $367.00 on may 25th That charge finalized on may 31st I reached out for confirmation the order had finalized since the charge kept being removed and re added to my account. Supervisor sent me email stating the charge had been settled on may 31st Was charged again on June 1st Amazon refusing to refund me.

  Customer Answer

  Date: 06/06/2023

  I would like to correct the dates in this email. 

  My pre auth charge was the 25th not the 15th. I was told the charge finalized on the 31st and I wouldnt see any charges after that date. Then I was charged on June 1st.

   I had just woken up when I responded to the email and apparently was not fully awake. 

   

  I did include those additional email copies( 1 where Amazon told me I was charged a sererate amount of $161 that I was not charged as the order was all in one, and another email stating the order had actually been cancelled and I wasnt charged at all.) 

  Business Response

  Date: 06/06/2023

  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've reviewed your BBB complaint and I'd like to confirm We only charged you once for your order. When you place an order, we contact your bank for a purchase authorization to verify your payment card but don't actually charge you until the order ships. Some banks may hold funds in your account for these authorizations even if the order is canceled. Orders from our Marketplace sellers may be charged at the time of purchase.
  
  You'll need to contact your bank for assistance. They can tell you why funds on your account may be unavailable and clarify how long they hold payment authorizations for online orders.
  
  
  Regards,
  
  *****
  Amazon.com
  *****************************

  Customer Answer

  Date: 06/06/2023

   
  Complaint: 20133097
  
  I am rejecting this response because: I provided a written statement from an amazon supervisor stating that the transaction was settled may 25th and I shouldnt see a charge last that date. 
  preauthorization charges are a 3-5 business day hold and will finalize when an order has shipped. 
  my pre authorization charge was on the 15th. I was told the charge posted on the 31st. Well after it shipped. Then I was recharged on the 26th despite having written documentation that the order had been settled. 
  

  since then I have also received the last two emails from amazon customer support (I hadnt reached out to them again) 

  1 email saying they see a seperate charge for $161 ish but that it isnt a double charge even though my total amount was supposed to be $367

  and another email stating the order was actually cancelled and I wasnt charged at all. 
  

  whatever is happening in amazons billing department is not my problem or my banks problem and when reaching out to my bank they say its not a pre authorization charge that finalized. They show that it was a forced capture on amazons part which amazon shouldnt be able to do. 

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

• Initial Complaint

  Date:06/01/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Amazon has promised *** pickup on several items at least 8 times over the course of a month. I have spoken to customer service agents and supervisors multiple times and been on hold over 8 hours, either via chat or phone. I have had a conference call with *** and Amazon that revealed that the pickup address *** was receiving on their end was ************************************************************. I find it hard to believe multiple agents made that mistake multiple times, especially when the pickup address that shows on my end each time pickup has been scheduled is my correct home address of ************************************************************************. I spoke to an agent today who swears she got the pickup address correct and that pickup is imminent. I find this hard to believe at this point. Amazon owes me a refund for items with the order number ending in ****, ****, ****, ****, ****, ****, ****, **** & **** if they refuse to pick up the items as of June 3, 2023 considering the significant amount of time I have spent on this issue. I have attached two photos of these items. If this is not resolved through pickup by June 3rd or item refund, I will return to include a listing of the confirmation emails Amazon has sent for pickup on each item and the information contained in it. That is significant evidence of their failure to complete the pickup as promised. If that doesn't help, my lawyer will file in small claims for damages.

  Business Response

  Date: 06/06/2023

  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'd love to help, however, I wasn't able to find the order you asked about on your message. For your account's protection, we're only able to provide account and order information when we can confirm the request is coming from the account holder through the email address on the account. We'd request you to please help us with the order number related to your purchase.
  
  If you still need help, please contact us again by visiting our Help pages (**********************************), select the "Need More Help?" link and click on "Contact **." Be sure to contact us from the email address on the account used to place the order.
  
  
  Regards,
  
  *****
  Amazon.com
  *****************************